Pega CDH Masterclass

Name: Pega CDH Masterclass
Rating: 4.2 (22 reviews)

Master Pega Customer Decision Hub (CDH) – From Zero to Pro

Created byLearn Pega CDH

Last updated 7/2025

English

What you'll learn

Understand the core concepts of Pega CDH and its role in decisioning
Learn how to build and configure Next-Best-Action strategies from scratch
Explore Proposition Management, including grouping, filtering, and prioritizing offers
Design and implement Engagement Policies using scorecards and suitability rules
Create and manage 1:1 Operations Manager change requests like business changes, action updates, and one-time actions

Course content

9 sections • 50 lectures • 6h 12m total length

Welcome & Course Overview2:05
What is Pega CDH and Why Use It?6:19
Core Concepts: 1:1 Customer Engagement3:45

CDH Architecture Overview3:05
Explore the Pega customer decision hub architecture for real-time omnichannel AI-powered decisioning that collects data and delivers 1-to-1 actions across channels.
Accessing Pega CDH on Pega Academy2:04
Next-best Action and how it works in CDH7:39
How NBA differs from traditional outbound campaigns2:42
Compare traditional campaigns with next best action, highlighting real-time, behavior-triggered offers. Show how NBA focuses on customer needs, personalizes by real-time profiles and AI, delivering omni-channel, real-time relevance.
Creating CDH Application6:51
Create a CDH application in Dev Studio by guiding a bank-focused setup, data model, and rule sets, and explore using Cassandra for real-time decisioning.

NBA Designer overview14:49
Context Dictionary6:54
Define your audience with a context dictionary in Pega CDH, using primary, secondary, and associated contexts, then configure data in App Studio to enable real time, personalized offers.
Action arbitration6:16
Pega arbitration ranks real-time offers to select the next best action by filtering with eligibility, applicability, and suitability, then scoring with propensity, context, business value, and business levels.
Business Taxonomy8:44

Creating actions9:40
Create Actions in Bulk and Renaming the Actions6:34
Real-time containers7:02
Engagement policies7:26
Defining Eligibility, Applicability and Suitability Rules4:55
What is Contact policies and how to configure it?6:29
Learn to create contact policies in Pega CDH to manage outreach frequency by using impression and click history to suppress single actions or entire groups for defined windows.
Prioritizing actions with business levers5:53

Always-on outbound customer engagement3:33
Explore always-on outbound engagement via email and other channels, prioritizing offers, applying contact policies, volume controls, and third-party delivery to boost click-through and engagement.
Sending offer emails9:49
Segmentation15:43
Email treatments15:49
Contact policy types6:00
Volume constraints21:32
Explore volume constraints in Pega CDH Masterclass, detailing action, channel, and property constraints and the modes individually for each action and returning any action that does not exceed constraint.

Agility in a customer engagement3:49
Achieve agility in customer engagement by empowering business teams to quickly adapt messages, offers, and scripts with Pega 1 to 1 operations manager, without coding or IT delays.
Change management process4:05
Understanding the Business Operations Team in Pega 1:1 Operations Manager3:06
Lifecycle of a change request2:01
Change request types3:12
Brand voice2:17
Creating global directives4:25
Creating a brand voice6:31

Submitting a request for a new action13:56
Updating existing actions11:14
Learn how business users update existing actions through a guided change management process, editing engagement policies, treatments, and action details within Pega 1 to 1 operations manager.
Updating existing actions in bulk6:34
Change Request Category - Other5:11
Creating Manual Revision7:39
Deploying the Changes to Production3:13
Standard and Fast Track Change Request3:32
Manage both standard and fast track changes with revision management in Pega 1 to 1 operations manager, deploying planned updates via standard releases and urgent fixes via fast releases.
Implementing Fast Release Change Request5:42
Creating treatments using Pega GenAI8:30
One Time Actions10:58
Create one time actions to deliver batch communications to all or selected customers at a specific date and time for urgent, time-sensitive updates outside regular schedules.

Requirements

No prior experience with Pega Customer Decision Hub (CDH) is required
Basic understanding of Pega platform concepts is recommended
A willingness to learn and explore real-time decisioning and AI-driven customer engagement

Description

Are you ready to master real-time decisioning and customer engagement using Pega Customer Decision Hub (CDH) ?

This course is designed to help you quickly understand and apply the core features of Pega CDH, the industry-leading decisioning engine used by top global enterprises to deliver personalized, next-best actions at scale.

Whether you're a Pega developer, business analyst, marketing professional, or tech enthusiast, this course will give you a strong foundation in Pega CDH — no prior experience with CDH is required!

What you’ll learn:

The fundamentals of Next-Best-Action and how to build NBA strategies using the Strategy Designer
How to define and manage propositions, engagement policies, and channel treatments
Use of Scorecards and suitability rules to refine decisioning logic
Creating change requests (business changes, action updates, and one-time actions) in 1:1 Operations Manager
Applying volume constraints and managing outbound communications
Leveraging Pega GenAI to quickly create personalized treatments
Analyzing decisions using Visual Business Director (VBD) and Interaction History

Each module is structured with hands-on examples, best practices, and real-world use cases to help you confidently work with Pega CDH.

By the end of this course, you’ll be equipped to contribute to CDH projects, collaborate with cross-functional teams, or prepare for Pega Decisioning Consultant certifications.

This is your fast-track route to mastering Pega CDH — enroll now and unlock the power of AI-driven customer engagement!

Who this course is for:

Pega Developers and System Architects looking to upskill in Customer Decision Hub (CDH)
Freshers or IT professionals planning to transition into Pega CDH roles
Certification aspirants preparing for Pega Decisioning Consultant or CDH-related certifications

Pega CDH Masterclass

What you'll learn

Explore related topics

Course content

Introduction to Pega CDH3 lectures • 12min

Understanding Key CDH Components5 lectures • 22min

Next-Best-Action (NBA) Designer Overview4 lectures • 37min

Next-Best-Action (NBA) Designer Deep Dive7 lectures • 48min

Building Decision Strategies5 lectures • 59min

AI Models2 lectures • 16min

Always-on outbound6 lectures • 1hr 12min

Business Agility8 lectures • 29min

Change request in Pega 1:1 Operations Manager10 lectures • 1hr 16min

Requirements

Description

Who this course is for: