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Pegasystems PEGACPCSD25V1 Exam Syllabus Topics:

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