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Last Updated: Aug 22, 2026
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| Section | Objectives |
|---|---|
| Reporting and Monitoring | - Case performance monitoring - Reports and dashboards configuration |
| Data and Integration | - Integration services and connectors - Data pages and data model design |
| User Interface and Channels | - Omnichannel interaction handling - UI design for customer service applications |
| Pega Customer Service Application Design | - Customer service framework fundamentals - Application architecture overview |
| Case Management and Workflow | - Case life cycle design - Case types and stages configuration - Routing and assignment strategies |
| Security and Access Control | - Authentication and authorization basics - Access roles and privileges |
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