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Course

Pega Customer Service for Communications Foundation

In this course, students learn the key features and differentiators of Pega Customer Service for Communications. Students get hands-on experience using Pega Customer Service for Communications interactions and service cases....

Course

Pega Customer Service for Financial Services Foundation

This course allows you to gain experience with several of the products that are a part of Pega Customer Service. You use Pega Express, Pega Chat, Pega Co-Browse, Pega Knowledge,...

Course

Workforce Intelligence Essentials

This course teaches the basics of Workforce Intelligence so you can better manage your employees by understanding where they spend their time throughout the day.

Module

Introduction to Pega Platform

In this course, you learn the core principles of application development using Pega Platform, preparing you for further Pega Academy training. Demonstrations help solidify your understanding of these core principles...

Course

Designing a Case Life Cycle

In this course, students model a business process as a case life cycle in a Pega Platform application. Using Pega Platform's model-driven tools, students organize a case life cycle into...

Course

Creating Business Reports

In this module, students create reports to display process metrics for a case type. Using the Pega Platform Report Browser, students learn to configure reports that deliver insight into business...

Module

Controlling the Flow of a Case Life Cycle

In this module, you learn how to update a case life cycle to control case workflow. Using Pega Platform's model-driven tools, you model decision points in a case life cycle,...

Course

Building your first decision strategy

Decision Strategies drive Next-Best-Action. They comprise a unit of reasoning represented by decision components. How these components combine determines which proposition will be selected for a customer; the Next-Best-Action. In...

Course

Circumstancing Rules

Students learn to specialize case processing through the use of circumstancing. An example requiring circumstancing is a call center that needs to enforce one set of performance objectives for clients...

Module

Managing Case-processing Dependencies

In this module, students model cases that require the usage of child cases. Students create a parent-child relationship in a case and learn how to pause processing of a case...