Certified Pega Customer Service Developer Practice Test

Skills this practice test covers

• Set up a service request and tune its behavior through configuration settings.
• Apply Constellation and Composite best practices to the representative's workspace.
• Relate Common Data Model entities to case types and configure their relationships.
• Connect Pega Call, web messaging, Messaging AI and Email bots to an application.
• Guide representatives with dialogs, Pega Knowledge content and customer verification.
• Build Insights and Dashboards that report on contact center work.

8 domains · 30 topics · 150 questions

Requirements

• No formal prerequisites: anyone can book the exam.
• Recommended: the Pega Customer Service Implementation mission on Pega Academy.
• Recommended: experience as a Pega System Architect or Senior System Architect.

About the PEGACPCSD23V1 exam

How to earn the certification

Earns

Certified Pega Customer Service Developer '23Intermediate

The certification is tied to the Pega Customer Service '23 release.

Before

• PEGACPSA25V1 Certified Pega System Architect '25

  Not required. Pega writes this exam for people who already work as System Architects or Senior System Architects.

How to prepare for PEGACPCSD23V1

1. 1

   Work through the implementation mission

   Pega recommends the Pega Customer Service Implementation mission on Pega Academy. Finish it first, and list each feature it configures as a study checklist.

2. 2

   Build screens in Constellation

   User Experience is the largest domain. In a practice application, apply the Constellation best practices, add a Composite tab to the customer composite, and check what a representative sees.

3. 3

   Set up each channel once

   Configure Pega Call, a web messaging connection, Messaging AI and an Email bot one at a time. Note which settings belong to which channel.

4. 4

   Sketch the data model

   Draw the Common Data Model entities and the case types that use them. Then decide which data stays in Pega and which comes from external storage.

5. 5

   Finish with timed practice runs

   Take the PEGACPCSD23V1 practice test in Study Mode one domain at a time, then in Timed Mode. Ask Brainy AI Assistant about any missed question on dialogs, business conditions or customer verification.

   Start a timed PEGACPCSD23V1run

Pega Academy's Pega Customer Service Implementation mission is the recommended preparation for this exam.

Who PEGACPCSD23V1 is for

• Pega System Architects who join a Pega Customer Service project.
• Senior System Architects who configure contact center channels and screens.
• Pega developers who want a certification for their Customer Service work.

Typical job titles: Pega system architect · Pega developer · Senior system architect · CRM developer · Contact center application developer

PEGACPCSD23V1 glossary

19 terms from the exam objectives and the vendor's official material, each defined in a sentence.

Business conditions

Named conditions that test customer or interaction data and decide when an action, alert or suggestion applies.

Center-out

Pega's approach of building business logic in a central layer, kept apart from the channels in front and the systems behind.

Common Data Model (CDM)

The standard set of customer data entities, such as contacts and accounts, that Pega Customer Service applications share.

Composite tabs

Tabs in the customer composite, each showing one set of customer information, such as accounts or past interactions.

Constellation

Pega's newer user interface architecture, which builds screens from prebuilt, configurable design patterns.

Customer composite

The part of the Interaction Portal that shows a customer's profile, accounts and recent activity in one place.

Customer verification

The step that confirms a caller's identity, for example with security questions, before account details are discussed.

Dialogs

Scripted text shown to a representative during an interaction, telling the representative what to say at each step.

Email bots

Bots that read incoming email, detect its topic and details, and can create a case or suggest a reply.

Insights

Saved views of application data, such as charts or tables, that users create while exploring data in Constellation.

Interaction Portal

The Pega Customer Service portal where representatives handle calls and chats and run the service cases they start.

Messaging AI

Text analysis on messaging channels that detects what a customer wants, so a bot can reply or start the matching case.

Modular Enterprise Reuse

Pega's approach of building applications from small, reusable modules that many teams and applications can share.

Pega Call

Pega's computer telephony integration (CTI). It links the application to the phone system, so call details reach the representative's screen.

Pega Digital Messaging

Pega's service that brings conversations from web chat and messaging apps into the application, where bots or agents answer them.

Pega Knowledge

Pega's knowledge management application, where authors write and publish articles that representatives and customers can search.

Service request

A case that a representative opens during an interaction to handle one customer need, such as an address change.

System of record

The application that holds the trusted master copy of a piece of data, such as a billing system for account balances.

Web messaging

A chat window on a website that sends customer messages into Pega Digital Messaging.