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Customer Service Foundation I - Coggle Diagram
Customer Service Foundation I
Intro to selling Pega
Customer Service
Competition, analyst and key differentiators
Engagement Strategies & the challenger sale
Pain points and success stories
Exam
Product and why it succeeds
Overview market and opportunity
CRM Update for SCs
Marketing Responsible AI, Ethical bias check, Simulated customer counts, NBA Designer persona testing tools
Marketing - Continuous Optimization, Real time AI connectors Sagemaker, Google, H2O AI, Simulation data service, 1:1 ops mgr, Always on outputs
Pega Mkting release themes
Marketing - Decrease time to value, NBA designer templates, Guided model creation in prediction studio, Multi schedule outbound, Paid media manager user guides
CS Insurance
Pega Sales Automation Release themes
CS Healthcare
Sales Automation AI & Robotics, NBA and Email enhancements, Suggested contacts and contact enrichment with email signature
CS communications
SA Productivity, Opportunity revenue splits
CS - Financial services, Payment investigation Commercial, Fee Inquiry Retail
SA UX, mobile app and three pillars
Lower TCO, Email multi language support, Article association
SA FS, 3 new features Configurable homepage, drill into attrition risk, engagement map
Customer Service - Leverage AI and Self Service, chatbot includes self service, system health, Suggested reply, search as you type, article snippets
SA Insurance, Connect sales and service same time front and back office
CS - Enhance digital messaging , Unified messaging, Integration manager, FB Messenger, Agent not available send email
SA Summary
Pega customer service release themes
Quiz
Pega Customer Service Release
Update
3 hr 15 mins
Triage volume
Reduce costs
Be more agile
Pega CS release update quiz
What's New in Pega CS introduction
Complete CS Vertical
Release module
CS Foundation activity What's new in CS FS
30 mins
Pega Customer Service
Foundation
2.5 hours
NBA and customer interactions
Supporting agents with help content
Conducting an interaction CHALLENGE
CREATING HELP CONTENT Challenge
Pega CS overview
Customizing the UI for agents CHALLENGE
Pega CS foundation Quiz
Customizing UI for agents Challenge