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Last Updated: Sep 13, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Actions and treatments | 12% | - Present a single offer on the web - Define an action for outbound - Define and manage customer actions |
| AI and Arbitration | 8% | - Action prioritization with AI - Action arbitration - Prioritize with business levers |
| Engagement policies | 12% | - Define customer engagement policies - Create an engagement strategy - Customer journeys |
| Next-Best-Action concepts | 10% | - Optimize customer value in contact center - Essentials of always-on outbound - One-to-one customer engagement - Define the starting population - Optimize next-best-action strategy |
| Channels | 10% | - Create a real-time container - Send offer emails - Real-time containers - Share action details with third-party distributors |
| Contact policy and volume constraints | 13% | - Avoid overexposure of actions - Avoid overexposure on outbound - Limit action volume on outbound |
| Decision strategies | 25% | - Create and understand decision strategies - Create engagement strategies using customer credit score |
| Business agility in 1:1 customer engagement | 10% | - Building your business operations team - Change management process - Lifecycle of a change request - Implementing business changes using Revision Manager - Launching new offer on web - Agility in a customer engagement project - Updating existing actions |
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