Pega Customer Service Developer
Training
For any Pega System Architect or Senior System Architect wishing to understand how to implement a Customer Service application. Prepare for the Pega Certified Customer Service Developer certification.
Who is it for: For any Pega System Architect or Senior System Architect wishing to understand how to implement a Customer Service application and prepare for the certification.
Covers the content of the Pega Customer Service course from Pega Academy that prepares for the certification. The course is in French, the application exercises are in English.
Prerequisites: Having obtained the System Architect or Senior System Architect certification is recommended.
Programme — 10 days (70 hours)
- Participant introductions and Pega experience
- The history and challenges of Customer Service
- Artificial Intelligence in Pega Customer Service
- The 4 phases of Pega Express
- Discover Pega Customer Service
- Conduct an interaction
- Discover Pega GenAI Blueprint
- Discover Pega Voice AI
- Monitor performance with reports
- Discover Pega Knowledge
- The importance of UX/UI
- The user interface in Constellation
- Tools to debug Constellation applications
- Create a new service request
- Configure business conditions
- Use Pega Customer Decision Hub
- Suggest cases to open
- Verify a client's identity
- Assist agents with scripts to read
- Discover Pega's Email Bot
- Create, approve and publish content in Pega Knowledge
- Configure Pega Call
- Configure call settings
- Understand the Common Data Model
- Connect to a web service
- Pega Customer Service with UI Kit and Constellation applications
- Optimise Pega Customer Service application performance
- Debug Customer Service applications
- Configure the Digital Messaging Manager
- Set up a Pega GenAI Agent Trainer
- Interact with a client via a ChatBot
- Configure intelligent routing to a queue
- Configure generic phrases for agents
- Conversation analysis by messaging AI
- Configure case and knowledge article suggestion features
- Know Co-Browse, client screen sharing
- Understand Voice AI components
- Suggest cases, articles and Next Best Actions using Voice AI
- Automatically fill a form using Voice AI
- Verify script compliance using Voice AI
- Know implementation best practices
- Know reuse best practices
Pricing
€6,500 excl. VAT /person
or €28,700 excl. VAT / group (12 participants max.)
Open to multiple companies. Take place remotely, by videoconference.
€32,400 excl. VAT / group (12 participants max.)
Reserved for a single company. Remotely or at your premises. Travel expenses added for on-site training.
Quiz at end of training. After training: sitting the Pega Certified Customer Service Developer certification at an exam centre or remotely.
Training modalities
Sessions adapted to your organisation
Location : at your premises, in our training room or remotely by videoconference
Group : between 5 and 12 participants
Equipment : laptop required (not provided); second screen recommended; course materials and exercises provided in French
Trainer : Pega-accredited instructor (SSA, field experience)
Method : practice-oriented training — application development, projector or screen sharing, whiteboard
Training accessible to people with disabilities. Contact us
Our Trainers
A team of Pega-accredited instructors
Isabelle
First Pega-accredited instructor in Europe
Since 2019, Isabelle has been the trainer with the greatest Pega experience in France. She delivers Business Architect, System Architect and Senior System Architect training in French, English and Spanish.
Majdi
Pega-accredited instructor
SSA & BA certified
Mentor and coach with 4 years of experience on Pega production projects.
Christopher
Pega-accredited instructor
LSA & SSA certified
Mentor and coach with 4 years of field experience on the Pega platform.
Our certifications & partnerships
They trust us
Client testimonials
Since 2019, leading organisations across public sector, banking, insurance, luxury and retail have trusted the IRIZ Consulting training centre to develop their teams' Pega expertise.
« Isabelle knows the product well, her explanations are clear and she is very pedagogical. She adapted well to a condensed format at our request. »
« All the topics covered are explained very clearly and the exercises help you really grasp the concepts. »
« Excellent training, clear explanations. Very approachable and friendly trainer. »
