Updated

Content Type

Product

Article

Sep 25, 2019

Before upgrading any Pega Customer Relationship Management applications, you must review important information about product changes for each release. Some product changes require user action before upgrading to ensure a successful upgrade. This article summarizes important information related to…

Article

Aug 22, 2019

Ideal for digital-first customer service organizations, this release brings enhanced digital experiences, omnichannel messaging, and embedded knowledge management solutions for optimized customer engagement. Pega Customer Service™ 8 includes the following key features: Make gathering data easier…

Article

Aug 6, 2019

The performance of Pega Customer Service 8.1 is improved with the introduction of the new User Interface (UI) architecture. To make use of the changes that come along with the new architecture, Pega Customer Service has updated over 300 rules to mark them as final, deprecated, and withdrawn. Before…

Article

Jul 22, 2019

It is said that a picture is worth a thousand words. So being able to easily show your customers how to do something rather than tell them could be worth a thousand more. Because your agents cannot literally stand behind your customers to show them how to do something, give them the best tool to…

Article

Jul 22, 2019

When chatting with customers, agents are generally quite adept at finding the phrases they use most frequently; however coming up with all the other phrases that are necessary to be effective can pose a challenge. When there are dozens or more categories and phrases to choose from, it is not…

Article

Jul 22, 2019

Most people prefer to solve issues on their own but are often challenged by the quality of online help available for self-service. With guided troubleshooting from Pega Knowledge, agents and customers can be visually prompted, step-by-step, with the actions necessary to troubleshoot and diagnose…

Article

May 31, 2019

Pega implementations use third-party applications for a chat along with the Pega Customer Service application. In such scenarios, synchronizing data between applications is required to maintain proper application context. In many cases, customized and siloed APIs are used to synchronize customer…

Article

Jan 9, 2019

The increase in interactions through chat and other messaging channels requires customer service representatives (CSRs) to communicate with multiple customers simultaneously. Because the client-server communication is single-threaded, it prevents the CSR from working on multiple interactions…

Article

Jan 9, 2019

Service case recents are the open service cases within an interaction or a set of queued cases. The service case recents are displayed in the driver area under the Add Task menu. In versions prior to Pega Customer Service 8.1, the open and queued cases were built by extending the Pega Platform…

Article

Jan 9, 2019

To ensure the delivery of prompt responses from CSRs when interacting with customers through numerous synchronous and asynchronous text channels and multiple concurrent interactions, an improved UI architecture is required. To improve performance, starting in Pega Customer Service 8.1, a new user…