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Pegasystems PEGACPDC26V1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Next-Best-Action Concepts | 12% | - Optimize customer value in the contact center - Essentials of always-on outbound - Define the starting population - One-to-one customer engagement - Customer engagement blueprint - Optimize the Next-Best-Action strategy |
| Topic 2: Business Agility in 1:1 Customer Engagement | 5% | - Revision Manager - Change management processes |
| Topic 3: Contact Policy and Volume Constraints | 13% | - Limit action volume on outbound - Avoid overexposure of actions on outbound - Avoid overexposure of actions |
| Topic 4: AI and Arbitration | 8% | - Prioritize actions with business levers - Action arbitration - Action prioritization with AI |
| Topic 5: Decision Strategies | 25% | - Create and understand decision strategies - Predictive and adaptive analytics - Create eligibility rules using customer risk segments - Create engagement strategies using customer credit score |
| Topic 6: Engagement Policies | 15% | - Define customer engagement policies - Create and manage customer journeys - Create an engagement strategy |
| Topic 7: Channels | 10% | - Create a real-time container - Send offer emails - Real-time containers - Share action details with third-party distributors |
| Topic 8: Actions and Treatments | 12% | - Define and manage customer actions - Define an action for outbound - Present a single offer on the web |
