Misión
Pega Digital Messaging
8 Módulos
7 Retos
5 horas 40 minutos
Pega Digital Messaging delivers frictionless experiences over all the top consumer-preferred digital channels, including chat, Facebook, Twitter, Apple Messages for Business, WhatsApp, and SMS.
Learn how to set up a web messaging connection and simplify service from the center out as you build functionality and deploy instantly across all digital channels. With Pega Digital Messaging, you can create and transform processes and features right to ensure efficiency and consistency.
In addition, learn how the Messaging AI feature analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer.
Disponible en la siguiente misión:
Getting started with Digital Messaging
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Módulo
Getting started with Digital Messaging
3 Temas
20 minutos
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In this module, you learn about Digital Messaging and its supported messaging platforms. Also, learn the importance of creating a self-service...
Configuring Digital Messaging Manager
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Módulo
Configuring Digital Messaging Manager
6 Temas
1 h
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The Digital Messaging Manager lets you add chat connections and social messaging platforms to your Digital Messaging channel interface. The Digital...
Creating a Digital Messaging interface
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Reto
Creating a Digital Messaging interface
2 Tareas
10 minutos
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U+ Bank wants to set up its chatbot to respond to service requests received from several digital channels. As an initial step, the bank first wants to...
Interacting with customers using a chatbot
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Módulo
Interacting with customers using a chatbot
3 Temas
30 minutos
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In this module, you learn about the Web Messaging bot and its configuration options. You also learn how to configure a chatbot with Digital Messaging...
Configuring a chatbot with web messaging
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Reto
Configuring a chatbot with web messaging
5 Tareas
5 minutos
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The business wants to let customers open an account by using a digital messaging channel. The chatbots can handle this type of request and allow...
Authenticating customers using Digital Messaging
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Módulo
Authenticating customers using Digital Messaging
2 Temas
20 minutos
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Authentication helps prevent malicious or unauthorized users from hijacking data. In this module, you learn how Pega Customer Service™ authenticates...
Configuring chat queues and routing
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Módulo
Configuring chat queues and routing
4 Temas
35 minutos
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Digital Messaging lets customers communicate with your organization in real-time on any device. Chat requests can be sent to any customer service...
Configuring chat queues
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Reto
Configuring chat queues
7 Tareas
20 minutos
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U+ Bank is reviewing chat services for its customers. The current Digital Messaging configuration has queues for Billing, General, and Technical...
Configuring chat routing
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Reto
Configuring chat routing
3 Tareas
5 minutos
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U+ Bank is implementing Digital Messaging. The bank has created chat queues for General, Billing, and Technical questions. U+ Bank asks you to set up...
Setting chat and messaging behavior
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Módulo
Setting chat and messaging behavior
2 Temas
25 minutos
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A customer can initiate a conversation using traditional chat (Web Messaging), or by sending a post from SMS or a social networking application like...
Configuring common phrases for agents
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Módulo
Configuring common phrases for agents
1 Tema
10 minutos
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Learn how to provide customer service agents with a set of common phrases so that the agents can insert preapproved phrases into their responses to...
Configuring common phrases for agents
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Reto
Configuring common phrases for agents
3 Tareas
5 minutos
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U+ Bank wants to set up a consistent greeting for customer service agents to initiate Web messaging conversations. The message welcomes the customer...
Setting up Messaging AI
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Módulo
Setting up Messaging AI
4 Temas
45 minutos
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Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...
Configuring a case suggestion
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Reto
Configuring a case suggestion
5 Tareas
15 minutos
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Customers of U+ Bank initiate a chat session with a live CSR and request to make a payment. The expected outcome is that Messaging AI analyzes the...
Configuring a knowledge article suggestion
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Reto
Configuring a knowledge article suggestion
5 Tareas
5 minutos
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Customers of U+ Bank initiate a chat session with a live CSR and state that they want to know about the credit card benefits. The expected outcome is...