Skip to main content

Certification Exam

Certified Pega Customer Service Developer

50 Questions

1 hr 30 mins

Passing Score: 65%

Intermediate Pega Customer Service '23 English

The Certified Pega Customer Service Developer '23 certification is for System Architects and Senior System Architects who want to learn how to implement a Pega Customer Service application.

Exam Code: PEGACPCSD23V1

Languages: English 

Retirement date: N/A


Pega Customer Service Implementation

Exam topics (% of exam)

Case Management (10%)
Create a new service request
Define Pega Customer Service case creation best practices
Control the behavior a service request using configuration settings
User Experience (20%)
Define Constellation UX best practices
Define Composite best practices
Create Composite tabs
Data Integration (15%)
Describe the purpose of the Common Data Model
Describe the components of the Common Data Model
Define how the Data Model uses entities and Case Types
Define how you can configure relationships in an application
Describe storage options
Configure external storage
Channels (15%)
Configure Pega Call for a Pega Customer Service Application
Configure a web messaging connection
Define the benefits of Pega Digital Messaging
Configure Messaging AI
Configure Email bots
Application Development (15%)
Describe Pega’s Center out architecture
Configure Coexistence
Describe the benefits of Modular Enterprise Reuse
Define the activities in the Pega approach to Application Development
Reporting (5%)
Create Insights
Create Dashboards
Interaction Management (15%)
Configure Dialogs for Customer Service Representatives
Create content in Pega Knowledge
Configure Business Conditions
Configure Customer Verification
Configuring suggestions to agents
Business Outcomes (5%)
Identify the basic ways a contact center works
Define the value drivers for a contact center

Before you begin…

The Certified Pega Customer Service Developer exam is proctored by Pearson VUE.
Users must create a Pearson VUE account if you do not already have one and register for the exam through the Pearson VUE site.
There are two exam delivery options:

  • Take an exam at a test center, or
  • Take an exam via Online Proctored delivery
    (e.g., in a quiet, uninterrupted room in your home or office, proctored via webcam).

Create Pearson VUE Account Register for Exam

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice