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Pegasystems PEGACPCSD25V1 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Data Integration15%- Common Data Model
  • 1. Storage options
  • 2. Common Data Model concepts
  • 3. Entity relationships
Topic 2: Reporting5%- Analytics and Reporting
  • 1. Insights
  • 2. Dashboards
Topic 3: Interaction Management15%- Customer Interactions
  • 1. Business Conditions
  • 2. Dialogs
  • 3. Suggesting content to agents
  • 4. Customer Verification
  • 5. Pega Knowledge
Topic 4: Application Development15%- Development Architecture
  • 1. Modular Enterprise Reuse
  • 2. Pega approach to application development
  • 3. Center-out architecture
  • 4. Coexistence
Topic 5: User Experience20%- Constellation UX
  • 1. Constellation UX best practices
- Composite
  • 1. Composite tabs
  • 2. Composite best practices
Topic 6: Case Management10%- Service Requests
  • 1. Customer Service case templates
  • 2. Customer Service case creation best practices
Topic 7: Channels15%- Customer Service Channels
  • 1. Pega Call
  • 2. Pega Voice AI
  • 3. Email Bots
  • 4. Pega Digital Messaging
Topic 8: Business Outcomes5%- Contact Center Fundamentals
  • 1. Contact center foundations
  • 2. Contact center value drivers

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