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Exam Information
Official specifications published by Pegasystems
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PEGACPCSD23V1 Exam Topics and Domains
PEGACPCSD23V1 is organized into 8 weighted domains.
Case Management
Create a new service request
- Service request
- Case type
- Service case creation
Create a new service request in a Pega Customer Service application
Define Pega Customer Service case creation best practices
- Case design best practices
- Interaction vs service case
Apply Pega Customer Service best practices for case creation
Control the behavior of a service request using configuration settings
- Configuration settings
- Service case behavior
Use configuration settings to control service request behavior
User Experience
Define Constellation UX best practices
- Constellation
- Design System deployment
- UX best practices
Apply Constellation UX best practices
Define Composite best practices
- Interaction Portal
- Composite
- Customer composite
Apply Composite best practices in the CSR interface
Create Composite tabs
- Composite tabs
- CSR desktop layout
Create and configure Composite tabs
Data Integration
Describe the purpose of the Common Data Model
- Common Data Model
- Data reuse
Explain the purpose of the Common Data Model (CDM)
Describe the components of the Common Data Model
- Entities
- Data objects
- Data model components
Identify the components of the Common Data Model
Define how the Data Model uses entities and Case Types
- Entities
- Case types
- Data relationships
Describe how the data model uses entities and case types
Define how you can configure relationships in an application
- Relationships
- Data references
Configure relationships between data entities
Describe storage options
- Internal storage
- External storage
- System of record
Describe available data storage options
Configure external storage
- External data source
- Data pages
- Integration connectors
Configure external storage for application data
Channels
Configure Pega Call for a Pega Customer Service Application
- Pega Call
- CTI
- Screen pop
Configure Pega Call (CTI) for the application
Configure a web messaging connection
- Web messaging
- Digital Messaging channel
Configure a web messaging channel connection
Define the benefits of Pega Digital Messaging
- Digital Messaging
- Omnichannel
Explain the benefits of Pega Digital Messaging
Configure Messaging AI
- Messaging AI
- NLP
- Intent detection
Configure Messaging AI for the messaging channel
Configure Email bots
- Email bot
- Email channel
- Automated triage
Configure Email bots for automated email handling
Application Development
Describe Pega's Center out architecture
- Center-out
- Business architecture
- Microjourney
Describe the Center-out business architecture
Configure Coexistence
- Coexistence
- Legacy integration
- Migration
Configure coexistence between legacy and Pega applications
Describe the benefits of Modular Enterprise Reuse
- Modular Enterprise Reuse
- Enterprise class structure
- Reuse
Explain the benefits of Modular Enterprise Reuse
Define the activities in the Pega approach to Application Development
- Pega Express
- Development lifecycle
- DCO
Describe the activities in the Pega application development approach
Reporting
Create Insights
- Insights
- Report definitions
Create Insights for reporting
Create Dashboards
- Dashboards
- Widgets
- KPIs
Create Dashboards to surface metrics
Interaction Management
Configure Dialogs for Customer Service Representatives
- Interaction dialogs
- Guided scripts
- CSR guidance
Configure guided dialogs for CSRs
Create content in Pega Knowledge
- Pega Knowledge
- Knowledge articles
- Knowledge base
Create and manage content in Pega Knowledge
Configure Business Conditions
- Business conditions
- When rules
- Contextual guidance
Configure business conditions that drive interactions
Configure Customer Verification
- Customer verification
- Identity verification
- Security
Configure customer verification flows
Configuring suggestions to agents
- Next Best Action
- Agent suggestions
- AI recommendations
Configure suggestions surfaced to agents
Business Outcomes
Identify the basic ways a contact center works
- Contact center
- CSR workflows
- Channels of communication
Identify how a contact center operates
Define the value drivers for a contact center
- Value drivers
- CSAT
- AHT
- Business value
Define the value drivers for a contact center
How do I earn this certification?
Passing PEGACPCSD23V1 earns the Certified Pega Customer Service Developer '23 certification. It sits in the Pega Customer Service track.
- PEGACPDC88V1 - Certified Pega Decisioning ConsultantComplementary decisioning/Next-Best-Action skills used in customer engagement
- PEGACPLSA23V1 - Certified Pega Lead System Architect '23 Advanced architecture progression for senior developers
Practice with Precision
The PlanetCert Simulator mirrors the real exam environment with authentic questions and timed pressure.
How to study for this exam?
The most effective way to prepare for PEGACPCSD23V1 is by using the PlanetCert Simulator to practice questions and review detailed explanations.
What's changed on this exam?
Who should take this exam?
- Pega Customer Service Implementation mission (Pega Academy)