Pegasystems (Pega CRM & BPM)

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

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.