Pegasystems (Pega CRM & BPM)

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Customized corporate training for teams on Pegasystems (Pega CRM & BPM) configuration and end-to-end implementation.
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₹30000

₹42000

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Course Objectives

Popular Techniques Covered in This Course

Get Hands-on Knowledge about Real-Time Projects

Curriculum

Module 1: Introduction to Pega CRM and Customer Decision Hub

Pega platform overview: low-code CRM and BPM applications
Pega Customer Decision Hub (CDH): next-best-action decisioning
Pega Sales Automation and Customer Service overview
Navigating Pega: App Studio, Dev Studio, and Cosmos UI

Module 2: Case Management in Pega

Case types: defining business processes as cases
Case lifecycle: stages, steps, and resolution processes
Case data model: data pages, properties, and case relationships
Work queues: routing cases to operators and workbaskets

Module 3: Customer Decision Hub Fundamentals

CDH architecture: always-on brain and real-time decisioning
Actions: defining marketing and service offers
Business issues and groups: structuring the action taxonomy
Engagement policies: eligibility, applicability, and arbitration

Module 4: Next-Best-Action Decisioning

AI models: adaptive models for propensity scoring
Arbitration: selecting the best action using business value and propensity
Real-time containers: triggering NBA decisions at customer touchpoints
Suppression rules: excluding customers from specific actions

Module 5: Pega Customer Service

Interaction portal: unified agent desktop for customer interactions
Guided troubleshooting: knowledge-driven resolution flows
Email and chat channels: omnichannel service in Pega
Service level agreements and escalation configuration

Module 6: Process Automation in Pega

Flow rules: designing automated process flows
Connectors: REST and SOAP integration from Pega processes
Robotic Process Automation (RPA) integration with Pega
Event-driven processing: triggered flows from external events

Module 7: Reporting and Pulse Analytics

Report definitions: building data reports in Pega
Pega CDH Insights: real-time action performance monitoring
Pulse dashboard: tracking engagement KPIs in CDH
Value finder: identifying underserved customers with AI

Module 8: Capstone Project and Assessment

Pega case type design and workflow configuration project
CDH next-best-action setup: actions, policies, and arbitration
Customer Service interaction portal configuration exercise
Final assessment and course certification

Receive Training From Our Skilled and Effective Trainers

Experience in the Industry Gain expertise from Pega-certified system architects who have built Pega CRM case management solutions, Customer Decision Hub implementations, and omnichannel service platforms for financial services and telecommunications enterprises.

Backgrounds at the Top Our Pega trainers have worked at Pega partner organisations and enterprise development teams delivering real-time decisioning and low-code CRM applications on the Pega platform.

Clear & Effective Teaching Pega case management, Customer Decision Hub, next-best-action decisioning, AI models, arbitration, customer service portal, process automation, and CDH analytics are taught with real enterprise Pega examples.

Hands-On Learning Focus Students design Pega case types, configure CDH actions and engagement policies, set up next-best-action decisioning, build customer service flows, and monitor CDH performance through structured lab exercises.

Up-to-Date Knowledge Trainers keep content current with the latest Pega Infinity releases, Pega GenAI features, Cosmos React UI, and evolving next-best-action and real-time decisioning best practices.