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