Mission
Customer Service Developer
2 Missions
5 Modules
5 Challenges
16 hrs 45 mins
In this mission, students learn how to customize a Pega Customer Service™ application. Students can configure a chatbot with Digital Messaging and configure a chat queues, create categories for service cases, determine when service cases are suggested to a customer service agent, and integrate with an external REST service.
Customer Service Low-Code Developer
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Mission
Customer Service Low-Code Developer
2 Missions
8 Modules
8 Challenges
10 hrs 15 mins
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Learn how easy it is to configure Pega Customer Service™ applications. You learn how to create new service cases for agents to interact with customers...
Pega Call
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Mission
Pega Call
6 Modules
2 hrs 45 mins
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Learn how Pega Call™ ensures that your customer service application communicates with computer-telephony integration (CTI) systems for a seamless...
Integrating external data
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Module
Integrating external data
2 Topics
20 mins
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In this module, you learn how to integrate external data into a Pega Customer Service application. You will connect to a REST service that contains...
Integrating external customer service data
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Challenge
Integrating external customer service data
6 Tasks
30 mins
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A REST service has been created to access contact data for a customer. Your task is to access that data to replace the sample data.
Use the...
Suggesting tasks to agents
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Module
Suggesting tasks to agents
3 Topics
35 mins
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Learn how to suggest tasks to customer service agents. You will learn how to configure prescriptive suggestions using Intent When records and dynamic...
Create an Intent When record
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Challenge
Create an Intent When record
3 Tasks
20 mins
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As a system architect, you have a requirement that an Open new account service case should be suggested when someone has a balance of greater to or...
Suggesting a service case using Customer Decision Hub
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Challenge
Suggesting a service case using Customer Decision Hub
3 Tasks
15 mins
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You are configuring a Pega Customer Service™ application for U+ Bank. The bank wants to sign up high-value customers, those with a Customer Lifetime...
Digital Messaging channels
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Module
Digital Messaging channels
2 Topics
25 mins
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In this module, you learn how to configure a chatbot with Digital Messaging in Pega Customer Service™. In a live chat session, the customer interacts...
Configuring a chatbot with Digital Messaging
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Challenge
Configuring a chatbot with Digital Messaging
5 Tasks
15 mins
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The business wants to let customers open an account by using digital messaging channel. The chatbots can handle this type of request and allow agents...
Creating Customer Service data sources
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Module
Creating Customer Service data sources
1 Topic
10 mins
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As you create more service cases you may find that you want to organize service cases by categories. Using categories makes it easier for customer...
Configuring a data source
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Challenge
Configuring a data source
2 Tasks
15 mins
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As a system architect, there is a requirement for the contact identifier to be used in dialogs in the Contact category. You have been tasked with...
Configuring chat queues
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Module
Configuring chat queues
2 Topics
15 mins
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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...
