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