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CPM: Advanced

This course is for System Architects who have some experience implementing CPM solutions and wish to deepen their knowledge and skills.

This course is for system architects who want to deepen their knowledge and skills to design and build customer service applications using Pega Customer Process Manager (CPM) framework. It covers a breadth of topics including creating the application class structure, using external data within CPM and more advanced features such as skins and diagnostic processes.


What you'll learn

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

  • Create the class structure for your application built upon the CPM framework
  • Create interface classes and data sources to access and use data from external systems within your CPM application
  • Enable users to search for external data
  • Configure and use CPM features such as portal skins, CPM themes and reports
  • Configure and use email in your CPM implementation
  • Create a CPM service process manually and understand related best practices
  • Create and use diagnostic processes in your CPM application

Course Outline

  1. Introduction

    • Welcome
    • Downloading the Exercise System
    • Completing the Exercises
  2. Configuring CPM For Your Organziation

    • Creating Your CPM Class Structure
    • Creating Interface Classes to Access External Data
    • Creating Data Sources for External Data
    • Enabling Portal Search for External Data
  3. Configuring and Using CPM Features

    • Working with CPM Portal Skins
    • Working with CPM Themes
    • Viewing CPM Reports
    • Configuring CPM Reporting
    • Using Email in CPM
  4. Extending CPM

    • Configuring a Service Process Manually
    • Using Diagnostic Processes
    • Creating a Diagnostic Process Part 1
    • Creating a Diagnostic Process Part 2
    • Creating a Diagnostic Process Part 3

Choose Your Format

Need help choosing the best format? Learn More.

  • Skill Level


  • Duration

    2 days

  • Platform Version

    6.3 SP1

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