Misión
Pega Customer Service Foundation
6 Módulos
4 Retos
3 horas 35 minutos
Gain experience with several products that are a part of Pega Customer Service™. In this overview mission, you see how Pega Customer Service uses artificial intelligence (AI) to determine the Next Best Action for a customer and guide an agent through an interaction. You also learn how to use Pega Knowledge™ to support agents with help content in context as they are working through a service case.
Disponible en la siguiente misión:
Pega Customer Service overview
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Módulo
Pega Customer Service overview
2 Temas
20 minutos
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This module provides an overview of the features and capabilities of Pega Customer Service™. Learn how to conduct an interaction as a customer service...
Conducting an interaction
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Reto
Conducting an interaction
4 Tareas
15 minutos
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Sarah Connor needs help with her account and clarification in her transaction. She starts an interaction with a customer service representative (CSR)...
Next best action and customer interactions
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Módulo
Next best action and customer interactions
2 Temas
20 minutos
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The omnichannel Pega AI delivers the right action at every customer touch by crunching millions of data points in real time.
Learn how you can use...
Exploring suggested next best actions in a contact center
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Reto
Exploring suggested next best actions in a contact center
2 Tareas
10 minutos
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U+ Bank, a retail bank, created rich and rewarding experiences for its customers by presenting personalized next-best-action recommendations to...
Supporting agents with help content
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Módulo
Supporting agents with help content
5 Temas
30 minutos
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Learn how to create help content using Pega Knowledge™. The help content is available to all customer service agents and can be directly associated...
Creating help content
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Reto
Creating help content
4 Tareas
20 minutos
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You are asked to create content in the Pega Knowledge application to assist a CSR with the Dispute Transaction process. The goal of the content is to...
Customizing the customer service user interface
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Módulo
Customizing the customer service user interface
2 Temas
15 minutos
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Learn how to configure various aspects of the Pega Customer Service™ UI. Customize the layout for a service case, add a field to display, and modify...
Customizing the user interface for agents
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Reto
Customizing the user interface for agents
2 Tareas
15 minutos
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You have been asked to make the following changes to the Pega Customer Service user interface, which is displayed when customer service representative...
Digital messaging
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Módulo
Digital messaging
3 Temas
25 minutos
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Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...
Pega Voice AI introduction
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Módulo
Pega Voice AI introduction
2 Temas
25 minutos
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Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...