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Pegasystems PEGACPDC24V1 Exam Syllabus Topics:

SectionWeightObjectives
Contact Policy and Volume Constraints13%- Exposure control
  • 1. Outbound contact limits
    • 2. Avoid overexposure of actions
      Decision Strategies25%- Business rules
      • 1. Credit score-based strategies
        • 2. Eligibility rules using risk segments
          - Strategy design
          • 1. Create decision strategies
            • 2. Understand strategy flows
              Next-Best-Action Concepts12%- Customer engagement principles
              • 1. Optimize customer value in contact center
                • 2. Always-on outbound concepts
                  • 3. One-to-one customer engagement
                    • 4. Customer engagement blueprint
                      - Starting population & optimization
                      • 1. Optimize next-best-action strategy
                        • 2. Define starting population
                          AI and Arbitration8%- Decisioning logic
                          • 1. Action arbitration
                            • 2. Business levers for prioritization
                              • 3. Action prioritization with AI
                                Engagement Policies12%- Policy definition
                                • 1. Define engagement policies
                                  • 2. Create engagement strategy
                                    - Customer journeys
                                    • 1. Manage customer journey rules
                                      Business Agility in 1:1 Engagement10%- Change management
                                      • 1. Agility in engagement projects
                                        • 2. Change request lifecycle
                                          - Operational updates
                                          • 1. Launching new offers
                                            • 2. Updating existing actions
                                              Channels10%- Outbound & integrations
                                              • 1. Send offer emails
                                                • 2. Third-party action distribution
                                                  - Real-time engagement
                                                  • 1. Real-time containers
                                                    • 2. Create real-time container
                                                      Actions and Treatments12%- Offer presentation
                                                      • 1. Present single offer on web
                                                        - Action management
                                                        • 1. Define and manage customer actions
                                                          • 2. Define actions for outbound channels

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