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Pegasystems PEGACPDC26V1 Exam Syllabus Topics:
| Section | Objectives |
|---|
| Topic 1: Contact policy and volume constraints | - Avoid overexposure of actions on outbound
- Limit action volume on outbound
- Avoid overexposure of actions
|
| Topic 2: Engagement policies | - Create an engagement strategy
- Define customer engagement policies
|
| Topic 3: Channels | - Create a real-time container
- Send offer emails
- Share action details with third-party distributors
- Real-time containers
|
| Topic 4: Decision strategies | - Create eligibility rules using customer risk segments
- Create engagement strategies using customer credit score
- Create and understand decision strategies
|
| Topic 5: AI and Arbitration | - Prioritize actions with business levers
- Action prioritization with AI
- Action arbitration
|
| Topic 6: Next-Best-Action concepts | - Optimize the customer value in the contact center
- One-to-one customer engagement
- Essentials of always-on outbound
- Define the starting population
- Optimize the next-best-action strategy
|
| Topic 7: Actions and treatments | - Define and manage customer actions
- Define an action for outbound
- Present a single offer on the web
|
| Topic 8: Business agility for 1:1 customer engagement | - Change request types
- Building your business operations team
- Life cycle of a change request
- Implementing business changes in revision management
- Updating existing actions
- Agility in a customer engagement project
- Launching a new offer on web
- Change management process
|
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