Updated

Content Type

Product

Capability

Industry

Jul 23, 2019

Find resources and support for Pega Customer Service, which provides a contact center desktop environment, case management, mobile field service, and more.

Article

Jul 23, 2019

Pega Customer Service uses omni-channel routing to direct new conversation requests to the right queue and customer service representative (CSR)  based on the skills required to complete the work as efficiently as possible. Omni-channel queue-based routing is available for chat and Facebook…

Article

Jul 23, 2019

Pega Platform ™ is a Java EE-compliant enterprise application that requires only two supporting systems in your environment: A database system to store the rules and work items used and generated by Pega, and an application server that supports the Java EE specification. The application server…

Article

Jul 23, 2019

Configure, describes how to iteratively build & test a Pega application. Sprint Planning is performed before each sprint commences to ensure the right stories are prioritized for development (based on the Journey Centric Test Plan). Development and Unit/Scrum testing are completed in Sprints. …

Article

Jul 23, 2019

Pega Sales Automation™ uses Pega's Customer Decision Hub and Decision Management capabilities to identify the next best action for every sales opportunity. Prerequisites Before you begin your configuration, ensure that the following conditions are met: Pega Sales Automation is installed…

Article

Jul 23, 2019

Your project team should embrace a formal, multi-level governance process to keep the project on track. Once the governance structure has been agreed upon, it is important to maintain the discipline of  one  common business and technical governance model, to reduce confusion of who is in charge and…

Article

Jul 23, 2019

The prepare phase is an intensive period for the project team, with key workshops and activities required quickly so that the team is ready for the first build sprint. For the prepare phase to start successfully, it is necessary for the discovery team to organize the meetings and workshops, book…

Article

Jul 23, 2019

You can use Amazon Alexa as a Pega ® Intelligent Virtual Assistant to interact with Pega Platform by voice commands, to open a case, or to perform other actions such as displaying a menu of options. To use this functionality, you need to perform several configuration steps for the conversational…

Article

Jul 23, 2019

You can use Facebook Messenger as a Pega ® Intelligent Virtual Assistant to interact with Pega Platform to open a case, or to perform other actions such as displaying a menu of options. To use this functionality, you need to perform several configuration steps for the conversational user channel.…

Article

Jul 22, 2019

Starting with Pega ® Platform 7.2, the best practice for deploying behind a proxy server is to use XF-* extension headers.  Reverse proxy servers provide limited external access to private web resources. Because PRPC and the Pega 7 Platform are designed to have a direct connection between the…