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