White Paper
Certified Pega
Customer Service
Business Architect
EXAM BLUEPRINT
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Pegasystems Inc., Cambridge, MA
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Document: Certified Customer Service Business Architect Exam Blueprint
Updated: January 26, 2015
The Peg
gasystem
ms Certified Professsional Prog
gram
The Pegasystems Certified Professional Program ha
as created a w
worldwide com munity of thousands of
P
drawn
d
by a commitment to excel in their a
Certified Professionals,
ability to delivver world classs Pega
application
ns.
When a Pe
ega Customer Service Busine
ess Architect participates
p
in the design an
nd developmen
nt of a Pega
Customer Service appliccation there arre fundamenta
al, essential cu
ustomer servicce skills and kn
nowledge
areas that must be applied to ensure success. It is these
t
skills an d knowledge a
areas that form
m the basis
of the certtification exam
m.
Thus, Pega
asystems is co
ommitted to prroviding you th
he training, to ols, and know
wledge that you
u need to
achieve Ce
ertification as a Pega Custom
mer Service Bu
usiness Archite
ect.
Path to
o the Custtomer Serrvice Busin
ness Arch
hitect Certtification
About the
t Exam Blueprint
The purpo
ose of the blue
eprint is to pro
ovide you with a roadmap off the Pega Cusstomer Service
e Business
Architect Certification
C
ex
xam content to
o allow you to better preparre for the exam
m.
The blueprint includes te
est domain we
eighting, test objectives,
o
and
d topical conte
ent. The topicss and
concepts are
a included to
o clarify the test objectives.
The exam is based upon
n the knowledg
ge areas necesssary for a Peg
ga Customer S
Service Busine
ess Architect
to be able to participate successfully in the design and
a developme
ent of Pega Cu
ustomer Servicce
application
ns.
Candidates are tested on their:



Underrstanding of th
he componentts needed to create Pega Cu
ustomer Servicce applicationss.
Ability
y to analyse, de
esign, and create successfull Pega Custom
mer Service app
plications.
Ability
y to leverage best
b
practices in creating app
plications
Prerequisites
The suggested training prerequisites
p
for
f this certificcation level are
e:


Pega Customer
C
Serv
vice Fundamen
ntals (7.1)
Config
guring Pega Cu
ustomer Servicce Applications (7.1)
The skills and
a knowledge areas measu
ured by this ex
xam are derive
ed directly from the contentt of these
courses.
1
Exam Test Domains
The table below lists the test domains and the extent to which they are represented as an estimated
percentage of test items.
Test Domains
% of Exam
Application Structure
6%
Customer Satisfaction
8%
Data Management
16%
Interaction Driver
32%
Knowledge Management
8%
Management
24%
User Interface
6%
Total
100%
Exam Format
The exam consists of 53 multiple choice questions with three questions that are experimental items and
are not scored. You are given 90 minutes to complete the exam and the Non-Disclosure Agreement
(NDA) requirement. A passing score of 70% is needed to be recognized as a Pega Customer Service
Business Architect (CCBA).
Question Format
The examinee selects from one or more response options to answer a question. A response is
considered correct when it accurately completes the statement or answers the question. Distracters or
incorrect answers are plausible response options that examinees with incomplete knowledge are likely
to choose.
Test item formats used in this examination are:


Multiple Choice — Select one option that best answers the question or completes a statement.
Multiple Responses — Select more than one option that best answers the question or completes a
statement. The text states how many options are correct, such as Choose two.

Sample Directions — Read the statement or question. From the response options, select the
option(s) that represent the most correct or best answer(s) given the information provided.

True/False — Read the statement or question. Select either true or false as the answer.
Test Topics
Application Structure



CPM terminology / vocabulary
CPM RuleSet hierarchy
CPM as the system of record
2
Customer Satisfaction



Configuring surveys
CPM and NPS
Quality Reviews
Data Management






Best practices for design of the CPM Composite
Switching CPM Composite context
Use of transient data in the CPM Composite
Clipboard structure
CPM Datasources
CPM Data Pages
Knowledge Management




Best practices for design of the CPM Composite
Creating content
Using Taxonomies
Associating content with service cases
Interaction Driver










Interaction types
Common elements of an interaction process
Purpose and use of the Interaction Driver
Configuration of Interaction Driver categories and tasks
Difference between an Intent Task and a service case
Best practices for Interaction Driver design
Benefits of suggested processes
Configuration of suggested processes
Purpose and function of interaction goals
Configuration of interaction goals
User Interface



Best practices for UI design
Configuration of Express Actions
Configuration of Express History entries.
Management






Difference between dialog methods
Configuration of dialog scripts
Dialog best practices
Coaching tip best practices
Function and use of the CPM Configuration Tools
CPM Reports
3