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Pegasystems PEGACPDC23V1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Engagement policies | 12% | - Customer journeys - Define customer engagement policies - Create an engagement strategy |
| Topic 2: Next-Best-Action concepts | 10% | - Essentials of always-on outbound - One-to-one customer engagement - Optimize next-best-action strategy - Optimize customer value in contact center - Define the starting population |
| Topic 3: Actions and treatments | 12% | - Define and manage customer actions - Present a single offer on the web - Define an action for outbound |
| Topic 4: Channels | 10% | - Create a real-time container - Real-time containers - Send offer emails - Share action details with third-party distributors |
| Topic 5: AI and Arbitration | 8% | - Prioritize with business levers - Action prioritization with AI - Action arbitration |
| Topic 6: Decision strategies | 25% | - Create engagement strategies using customer credit score - Create and understand decision strategies |
| Topic 7: Business agility in 1:1 customer engagement | 10% | - Change management process - Launching new offer on web - Implementing business changes using Revision Manager - Updating existing actions - Building your business operations team - Agility in a customer engagement project - Lifecycle of a change request |
| Topic 8: Contact policy and volume constraints | 13% | - Avoid overexposure of actions - Limit action volume on outbound - Avoid overexposure on outbound |
