Módulo
Presenting suggestions for agents
6 Temas
55 minutos
During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent suggested actions, Customer Decision Hub offers, and/or articles that are relevant to the current context. In this module, you learn about notification cards and the logic behind their presentation in the Interaction Portal.
Also, learn how to configure the Customer Service and the Customer Decision Hub applications to present suggestions for agents.
Después de completar este módulo, podrá hacer lo siguiente:
Disponible en la siguiente misión:
Topics
Notification cards for suggestions
10 minutos
Suggesting a service case through deterministic logic
10 minutos
Suggesting knowledge articles for a service case
5 minutos
Suggesting an open complaint case
5 minutos
Editing the configuration set for Pega Customer Decision Hub suggestions
10 minutos
Suggesting offers with Customer Decision Hub
10 minutos
Cuestionario del módulo
5 minutos