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221 Modules 142 Courses 29 Exams

Course

Pega Customer Decision Hub Advanced

Gain deeper understanding of the key features, capabilities and benefits of the Pega Customer Decision Hub™ in this course. Learn how to use a decision table, scorecard, data join and many other components for building more complex decision strategies. Expand your AI knowledge by learning how to use a third party predictive model and text analytics model in predicting better your customer needs.

Module

Guiding a Customer Service Agent with Dialogs

In this module, you will learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction. You will practice these topics in an exercise using a cloud-based system.

Module

Authoring Next-Best-Action Decisions

Learn how to author Next-Best-Action decisions for your always-on customer brain using the Next-Best-Action Designer. Learn how to apply offer eligibility rules, use artificial intelligence to rank offers and to arbitrate across multiple business issues and groups to select best offer.

Module

Testing strategies en masse with simulations

Say you want to know how a decision strategy is going to affect an entire customer population. Or maybe you want to compare the results of two different strategies before selecting which one to use. This kind of mass prognostication is possible with Decisioning Simulations. Learn how to test a decision strategy on thousands of customers at once in this course. Gain hands-on experience comparing the results of alternative strategies using Visual Business Director.

Module

Configuring Common Phrases for Agents

In this module, you will learn how to provide customer service agents with a set of common phrases so that, in any text-based channel, the agents can insert preapproved phrases into their responses to customers in any text-based channel. This makes it easy for customer service agents to find and send the right reply. You will practice these topics in an exercise using a cloud-based system.

Module

Configuring service cases for agents

Pega Customer Service™ applications include a set of predefined case types also known as a service case or a service request. Each case contains one or more processes that are extended or created to meet your business requirements. In this course, you will learn how to create new cases and configure them so they are available to customer service agents. You will practice these topics in an exercise using a cloud-based system.

Module

Displaying an offer on a website

Learn how to author Next-Best-Action decisions for your always-on customer brain using the Next-Best-Action Designer. Learn how to configure a business group node to display an offer on a website.

Module

Making an eligible offer to the customer

Learn how to author Next-Best-Action decisions for your always-on customer brain using the Next-Best-Action Designer. Learn how to apply offer eligibility rules.

Module

Ranking offers using analytics

Learn how to author Next-Best-Action decisions for your always-on customer brain using the Next-Best-Action Designer. Learn how to use artificial intelligence to rank offers and to arbitrate across multiple business groups to select best offer at the business issue level.

Module

Using third party predictive models

Does your client have a large investment in PMML-compliant predictive models? Help them maintain that investment while making the move to Pega Decision Management. Learn what PMML is and how to directly use the predictive power of these models in Pega decision strategies. Gain hands-on experience converting third-party predictive models to decisioning artifacts that drive Next-Best-Action.