Course Description:
The Certified Pega Customer Service Developer (CPCSD) course is designed to help professionals master the development and configuration of Pega’s Customer Service applications. This certification program provides comprehensive knowledge of building intelligent customer interaction systems, automating service processes, and integrating multiple communication channels into one unified platform. Through this course, learners gain hands-on experience in designing and implementing dynamic case management solutions, creating guided workflows, and enhancing customer experience using AI-powered decisioning.
By completing the CPCSD certification, professionals become proficient in developing efficient customer service solutions, optimizing agent productivity, and ensuring seamless omnichannel customer engagement using Pega’s low-code platform. This course is ideal for individuals aiming to specialize in Pega Customer Service solutions and accelerate their careers in CRM and digital transformation domains.
Key Features of Course Divine:
- Collaboration with E‑Cell IIT Tirupati
- 1:1 Online Mentorship Platform
- Credit-Based Certification
- Live Classes Led by Industry Experts
- Live, Real-World Projects
- 100% Placement Support
- Potential Interview Training
- Resume-Building Activities
Career Opportunities After Certified Pega Customer Service Developer Certified Course:
- Pega Customer Service Developer
- Pega Application Developer
- CRM Solution Engineer
- Customer Experience Specialist
- Pega Business Process Developer
- Pega System Architect (Customer Service Track)
- Pega Consultant – Customer Engagement
- Customer Service Automation Engineer
- Pega UI/UX Developer
- Technical Support Engineer (Pega Platform)
- Customer Success Engineer
- Service Delivery Consultant
- Business Process Analyst
- Digital Transformation Specialist
- Pega Workflow Engineer
- Service Operations Manager
- Implementation Specialist (Pega CS)
- CRM Integration Developer
- Customer Service Project Lead
- Solution Architect – Pega Customer Service
Essential Skills you will Develop Certified Pega Customer Service Developer Certified Course:
- Pega Customer Service framework implementation
- Case management and workflow automation
- Designing guided interactions and intent-driven interfaces
- Configuring omni-channel customer interactions (chat, email, voice, web)
- Integration with CRM and external data sources
- Pega App Studio and Dev Studio navigation
- Designing service cases and knowledge management flows
- Implementing AI and decisioning in customer service applications
- Configuring service request cases and SLA rules
- Using Pega’s low-code application development approach
- Building intelligent routing and escalation mechanisms
- Creating and managing service-level agreements (SLAs)
- Configuring robotic process automation (RPA) for service tasks
- Implementing customer data management within Pega applications
- Designing reusable UI components and service screens
- Customizing agent desktops for enhanced productivity
- Managing omnichannel case routing and queue management
- Applying Pega predictive analytics for better customer insights
- Debugging, troubleshooting, and performance tuning in Pega CS
- Implementing chatbots and digital self-service experiences
Tools Covered:
- Pega Platform
- Pega Customer Service Application
- Pega App Studio
- Pega Dev Studio Pega Admin Studio
- Pega Interaction Portal Pega Case Designer
- Pega Decision Hub
- Pega Customer Decisioning Hub (CDH)
- Pega Chat and Messaging
- Pega Knowledge Management
- Pega Robotic Process Automation (RPA)
- Pega Mobile Studio
- Pega API and Integration Designer
- Pega Live Data and Data Pages
- Pega Activity Designer
- Pega UI/UX Tools
- Pega Reports and Dashboards
- Pega DevOps Pipeline
- Pega Unit Testing
Syllabus:
Module 1: Introduction to Pega Customer Service Overview of Pega Platform and Customer Service framework Role of a Pega Customer Service Developer Understanding customer interaction life cycle Exploring Pega application architecture and portals.
Module 2: Application Structure and Case Design Building and configuring Pega CS applications Designing service cases and sub-cases Case lifecycle management and routing Introduction to SLA and escalation rules.
Module 3: Interaction Portal and Guided Interactions Setting up the Customer Service Interaction Portal Designing guided service scripts and interaction flows Configuring intent-driven interactions Handling multiple channels within a single interaction.
Module 4: Data Modeling and Integration Creating and managing data pages and data transforms Integrating external systems using connectors and services Working with Pega API and REST integrations Managing customer data and history.
Module 5: UI/UX Design and Customization Building user-friendly agent interfaces Configuring service request forms and layouts Customizing Interaction Portal components Applying branding and accessibility features.
Module 6: Knowledge Management and Self-Service Configuring the Pega Knowledge Management module Creating articles and knowledge base content Integrating with web self-service portals Using knowledge suggestions during customer interactions.
Module 7: Automation and AI Decisioning Implementing robotic process automation (RPA) Applying predictive and adaptive analytics for personalization Configuring Pega Decision Hub for AI-based recommendations Understanding Next-Best-Action strategies.
Module 8: Omni-Channel Communication Setting up Pega Chat, Email, and Messaging channels Implementing Voice AI and chatbot configurations Managing interaction queues and routing logic Tracking customer interactions across channels.
Module 9: Testing, Deployment, and Performance Optimization Performing unit and regression testing Debugging and troubleshooting service flows Implementing DevOps pipelines for deployment nMonitoring performance and optimizing applications.
Module 10: Real-World Implementation and Best Practices End-to-end Customer Service project development Best practices for scalable and reusable configurations Case studies from telecom, banking, and insurance sectors Exam preparation and certification guidance.
Industry Projectsgive:
- Banking Customer Support Portal
- Telecom Service Request Automation
- Insurance Claim Management
- E-commerce Customer Care Dashboard
- Healthcare Patient Support System
- Banking Loan Enquiry Automation
- Travel Booking Assistance Portal
- Utility Billing and Complaint Resolution
- Government Citizen Service Desk
- Telecom Network Issue Resolution
- Retail Loyalty Program Support
- Healthcare Claim Inquiry Assistant
- Automobile Service Scheduling Portal
- Education Institution Student Support Portal
- Banking Fraud Alert Management
- Insurance Policy Renewal Automation
- E-commerce Return & Refund Automation
- Telecom Customer Retention Application
- Airline Customer Query Management
- IT Helpdesk Support Application
Who is this program for?
- Software Developers
- Customer Service Professionals
- CRM Developers
- Business Analysts
- System Architects
- IT Support Engineers
- Technical Consultants
- AI and Automation Enthusiasts
- Team Leaders and Service Managers
- Digital Transformation Professionals
- Project Managers
- Application Support Specialists
- Quality Assurance Engineers
- UI/UX Designers
- Pega Business Architects (CPBA-certified)
- Pega System Architects (CSA or CSSA-certified)
- Customer Experience (CX) Strategists
- BPM Developers
- Telecom and Banking Service Executives
- Enterprise Application Developers
How To Apply:
Mobile: 9100348679
Email: coursedivine@gmail.com
