Covers the content of the Pega Academy Pega Customer Service course, designed to prepare participants for certification. The training is delivered in French, while the hands-on exercises are conducted in English.

Prerequisites: Holding a System Architect or Senior System Architect certification is recommended.

Training Program – 10 days (70 hours)

Day 1:

• Participant Introductions and Pega Experience Overview
• The History and Challenges of Customer Service
• Artificial Intelligence in Pega Customer Service
• The Four Phases of Pega Express
• Discovering Pega Customer Service

Day 2:

• Managing a Customer Interaction
• Discovering Pega GenAI Blueprint
• Discovering Pega Voice AI
• Monitoring Performance with Reports
• Discovering Pega Knowledge

Day 3:

• The Importance of UX/UI
• The User Interface in Constellation
• Tools for Debugging Constellation Applications
• Creating a New Service Request
• Configuring Business Conditions

Day 4:

• Using Pega Customer Decision Hub
• Suggesting Cases to Open
• Verifying Customer Identity
• Assisting Customer Service Representatives with Guided Scripts

Jour 5 :

• Discovering Pega Email Bot
• Creating, Approving, and Publishing Content in Pega Knowledge
• Configuring Pega Call
• Configuring Call Settings

Day 6:

• Understanding the Common Data Model
• Connecting to a Web Service
• Pega Customer Service with UI Kit and Constellation Applications
• Optimizing the Performance of Pega Customer Service Applications

Day 7:

• Debugging Customer Service Applications
• Configuring the Digital Messaging Manager
• Setting Up a Pega GenAI Agent Trainer
• Interacting with Customers Through a Chatbot

Day 8:

• Configuring Intelligent Queue Routing
• Configuring Standard Responses for Customer Service Representatives
• Conversation Analysis with Messaging AI
• Configuring Case and Knowledge Article Suggestions

Day 9:

• Understanding Co-Browse and Customer Screen Sharing
• Understanding Voice AI Components
• Suggesting Cases, Knowledge Articles, and Next Best Actions with Voice AI
• Automatically Completing Forms with Voice AI

Day 10:

• Verifying Script Compliance with Voice AI
• Implementation Best Practices
• Reusability Best Practices

Assessment Method: Final quiz at the end of the training program

After the Training: Take the Pega Certified Customer Service Developer certification exam at a testing center or remotely.

• Public Session: €6,500 excl. VAT per participant or €28,700 excl. VAT for a group of up to 12 participants. Public sessions are open to participants from multiple companies and are delivered remotely via video conference.
• Private Session: €32,400 excl. VAT for a group of up to 12 participants. Private sessions are dedicated to a single organization and can be delivered remotely via video conference or on-site at the client’s premises. Trainer travel and accommodation expenses will be charged in addition to the training fee for on-site sessions.
• Certification Exam: €220 excl. VAT per attempt