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Pegasystems PEGACPCSD25V1 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Channels15%- Customer Service Channels
  • 1. Pega Digital Messaging
  • 2. Pega Voice AI
  • 3. Email Bots
  • 4. Pega Call
Topic 2: Case Management10%- Service Requests
  • 1. Customer Service case templates
  • 2. Customer Service case creation best practices
Topic 3: Reporting5%- Analytics and Reporting
  • 1. Dashboards
  • 2. Insights
Topic 4: Data Integration15%- Common Data Model
  • 1. Entity relationships
  • 2. Common Data Model concepts
  • 3. Storage options
Topic 5: User Experience20%- Composite
  • 1. Composite best practices
  • 2. Composite tabs
- Constellation UX
  • 1. Constellation UX best practices
Topic 6: Application Development15%- Development Architecture
  • 1. Center-out architecture
  • 2. Pega approach to application development
  • 3. Modular Enterprise Reuse
  • 4. Coexistence
Topic 7: Interaction Management15%- Customer Interactions
  • 1. Customer Verification
  • 2. Business Conditions
  • 3. Suggesting content to agents
  • 4. Dialogs
  • 5. Pega Knowledge
Topic 8: Business Outcomes5%- Contact Center Fundamentals
  • 1. Contact center foundations
  • 2. Contact center value drivers

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