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Module

Capturing and presenting data

  • 7 Topics

  • 1 hr

Define fields to capture user input and present data to users. Add fields to views to define and tailor the user interface for each step of the case...

Module

Case Management

  • 9 Topics

  • 1 hr 30 mins

Learn about Pega’s Case Management capability

Module

Circumstancing

  • 4 Topics

  • 55 mins

Applications often need to customize behavior to match the needs of a specific situation or circumstance. For example, a call center may need to...

Module

Completing work on time

  • 6 Topics

  • 40 mins

Set goals and deadlines on steps, processes, stages, and entire cases to enforce the timely completion of work.

Module

Components

  • 7 Topics

  • 47 mins

Interaction Framework is a methodology that bridges the capabilities of Microsoft Visual Studio when developing a multi-project solution. Even though...

Module

Configuring a web chatbot

  • 2 Topics

  • 20 mins

In this module, you learn how to configure a web chatbot in Pega Customer Service™. In a live chat session, the customer interacts with a customer...

Module

Configuring cascading approvals with a reporting structure

  • 2 Topics

  • 20 mins

Model approval processing involving a reporting hierarchy to model managerial approvals that are applied consistently to cases.

Module

Configuring case approvals with an authority matrix

  • 2 Topics

  • 20 mins

Model case approvals that require "dotted-line" approval, where an approving party is not part of the user's reporting hierarchy, such as contracts...

Module

Configuring chat queues

  • 2 Topics

  • 15 mins

Pega chat allows customers to communicate to customer service representatives (CSRs) in real-time on any device. Chat requests can be sent to any CSR...

Module

Configuring common phrases for agents

  • 1 Topic

  • 10 mins

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...

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