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Pegasystems PEGACPDC23V1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Actions and treatments | 12% | - Define an action for outbound - Present a single offer on the web - Define and manage customer actions |
| Topic 2: AI and Arbitration | 8% | - Action prioritization with AI - Action arbitration - Prioritize with business levers |
| Topic 3: Business agility in 1:1 customer engagement | 10% | - Building your business operations team - Updating existing actions - Implementing business changes using Revision Manager - Lifecycle of a change request - Agility in a customer engagement project - Change management process - Launching new offer on web |
| Topic 4: Next-Best-Action concepts | 10% | - One-to-one customer engagement - Optimize customer value in contact center - Define the starting population - Essentials of always-on outbound - Optimize next-best-action strategy |
| Topic 5: Decision strategies | 25% | - Create engagement strategies using customer credit score - Create and understand decision strategies |
| Topic 6: Channels | 10% | - Real-time containers - Create a real-time container - Send offer emails - Share action details with third-party distributors |
| Topic 7: Engagement policies | 12% | - Define customer engagement policies - Customer journeys - Create an engagement strategy |
| Topic 8: Contact policy and volume constraints | 13% | - Avoid overexposure of actions - Avoid overexposure on outbound - Limit action volume on outbound |
