Description

Course Description:

The Pega Customer Service Foundation course offered by Pega Academy is designed to provide a comprehensive introduction to Pega’s customer service product suite. Over 5–6 modules (about 2‑3.5 hours), learners are exposed to how Pega Customer Service leverages AI for Next Best Action recommendations, enabling agents to have more efficient, guided interactions. The course also covers how to build and manage knowledge articles using Pega Knowledge, so customer service representatives (CSRs) can access context‑sensitive content while handling cases. Participants learn to customize the agent UI, configure messaging and chat channels, and even explore Pega Voice AI to support voice-based interactions. Overall, this beginner-level training equips professionals—such as CSRs, business analysts, and system architects—with both theoretical understanding and practical skills to use Pega in modern, omnichannel customer service environments

Key Features of Course Divine:

• Collaboration with E‑Cell IIT Tirupati
• 1:1 Online Mentorship Platform
• Credit-Based Certification
• Live Classes Led by Industry Experts
• Live, Real-World Projects
• 100% Placement Support
• Potential Interview Training
• Resume-Building Activities

Career Opportunities After Pega cutomer services framework traing Certified Course:

• Pega Customer Service
• Associate/Developer
• Business Analyst
• Pega Customer Service
• Pega System Architect
• Customer Service Manager
• with Pega expertise
• Pega Consultant

Essential Skills you will Develop Pega cutomer services framework traing Certified Course:

• Case Management & Workflow Automation
• Next-Best-Action (NBA) Implementation
• Knowledge Management
• Omnichannel Customer Service
• Agent Desktop Customization
• Process Optimization & Reporting

Tools Covered:

• Pega Customer Service (PCS)
• Pega Case Management
• Pega Knowledge Management
• Pega Next-Best-Action (NBA) Designer
• Pega Omnichannel & Messaging
• Pega Agent Desktop
• Pega Voice AI

Syllabus:

Module 1: Introduction to Pega Customer Service Overview of Pega platform and Customer Service framework Understanding the role of CSRs and customer service processes.

Module 2: Pega Case Management Fundamentals Creating and managing cases Case life cycle and case types.

Module 3: Next-Best-Action (NBA) Concepts Introduction to NBA strategy Configuring NBA for customer interactions.

Module 4: Knowledge Management in Pega Creating and managing knowledge articles Integrating knowledge with agent desktop.

Module 5: Agent Desktop Configuration Customizing agent workspace Case assignment and management from the desktop.

Module 6: Omnichannel Customer Service Configuring chat, email, and social media channels Handling multichannel customer interactions.

Module 7: Customer Service Processes & Routing Configuring service-level agreements (SLAs) Work routing, escalation, and assignment strategies.

Module 8: Reporting & Analytics Generating case and agent performance reports Using dashboards to monitor KPIs.

Module 9: Pega Voice AI & Automation Introduction to voice automation Configuring basic voice scenarios.

Module 10: Hands-on Projects & Case Studies Implementing real-life customer service workflows Capstone project integrating NBA, knowledge, and omnichannel features.

Industry Projects:

• Omnichannel Customer Support Implementation
• Next-Best-Action Recommendation System
• Knowledge Base Management
• Case Lifecycle Automation
• Voice AI Integration
• Service Analytics Dashboard

Who is this program for?

• Customer Service Professionals
• Business Analysts
• Pega System Architects
• Developers
• IT Professionals
• Consultants
• Anyone aspiring
• CRM Customer Experience

How To Apply:

Mobile: 9100348679

Email: coursedivine@gmail.com