8/12/2019 CPM Essentials 7.1 Data Sheet 2014

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LEARN. BUILD. SUCCEED.

Pega Academys courses; designed and

developed by PRPC certied experts;

provide you with the knowledge needed

to master the worlds leading BPM

software. Our training options oer the

exibility of learning at your own pace, in

the format that works for you and your

schedule. Whether you choose self-study

or instructor-led classroom training ourcourses provide you with the knowledge

and hands-on experience required to

successfully design, build, and deploy

PRPC solutions. In addition, we help

prepare you to become a Pega Certied

Professional.

For more information contact us at 617-

866-6500 (9 AM to 5 PM EST) or +44(0)

1189211488 from (9H to 17H GST) or via

email at education@pega.com.

CPM: Essentials

COURSE BENEFITS

By the end of this course, you will be able to successfully:

Identify dierences between CPM and traditional CRM.

Learn key features and how best to deploy and extend CPM to meet business

objectives

Navigate CPM interactions, service processes, portals and other key components

Learn best practices for dialog management, campaigns, coaching

Utilize CPM reports to gain insight into a CPM application.

VERSION PRPC v7.1; CPM v7.1

TARGET AUDIENCE

Anyone that wants needs to learn about CPM

PREREQUISITES

None

COURSE LENGTH Equivalent to 1 classroom days

TRAINING OPTIONS Self-study, Classroom or Virtual

COURSE TOPICS

Introduction to CPM

Navigate CPM Applications

CPM Interactions

CPM Service Cases

Dialog Management

CPM Composite

CPM Reports

OVERVIEWCustomer Process Manager (CPM)

Essentials is a must for anyone looking

to understand the key features and dif-

ferentiators of CPM.

Students get hands-on experience

using CPM interactions and service

processes and learn best practices for

functions such as dialog management,

campaigns, and coaching. Students

learn that CPM integrates with legacy

systems for customer data and how

CPM works with Pega products such as

PegaCALL and PegaCHAT to integrate

with interaction channel technologies.

Finally, students use a sample CPM-

based application to reinforce their

understanding of the key features of

CPM.

BECOME A CERTIFIED CPM BUSINESS OR SYSTEM ARCHITECT

Completion of CPM Essentials satises the rst eligibility requirement for the CPMCertied Business Architect exam and CPM Certied System Architect exam.

Copyright 2014 Pegasystems Inc. All rights reserved Pega_CPME_4-14