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Module

Configuring customer verification

  • 1 Topic

  • 15 mins

The Customer verification feature provides a pool of security questions that a customer service agent can use to verify customer identity. In this...

Module

Configuring Pega Knowledge troubleshooters

  • 3 Topics

  • 20 mins

Learn how to configure Pega Knowledge troubleshooters for a Pega Customer Service application and provide dynamic diagnostics capabilities to help...

Module

Configuring security policies

  • 4 Topics

  • 40 mins

Learn about the types of attacks that malicious hackers use to gain unauthorized access to Pega Platform, and how to configure security policies to...

Module

Configuring service cases for agents

  • 2 Topics

  • 15 mins

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...

Module

Creating a case from email

  • 2 Topics

  • 25 mins

Pega Email Bot can improve email response by starting a service case based on the content of a customer email.

Module

Creating a child case

  • 2 Topics

  • 20 mins

Create child cases to model work performed by different parties, that follows different reporting options, that follows different reporting frames...

Module

Creating a Pega Platform application

  • 2 Topics

  • 45 mins

Developing new applications from the ground up can be an overwhelming task for any organization and developer. Every application should adhere to an...

Module

Creating and executing scenario-based test cases

  • 2 Topics

  • 25 mins

Create scenario tests to perform testing based on real-world use cases. Scenario tests incorporate multiple rules, testing how these rules work...

Module

Creating and managing teams of users

  • 3 Topics

  • 25 mins

Create work groups and work queues to allow cross-functional teams of users to work from a shared pool of assignments and improve process efficiency.

...

Module

Creating and persisting temporary cases

  • 3 Topics

  • 20 mins

Use temporary cases to save storage and improve system performance.

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