| Topic | Details |
| Topic 1 | - Actions and treatments: Focuses on defining and managing customer actions for web and outbound channels.
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| Topic 2 | - Channels: Covers implementing real-time containers, offer emails, and third-party integrations for multi-channel delivery.
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| Topic 3 | - Next-Best-Action concepts: Covers one-to-one engagement fundamentals, contact center optimization, always-on outbound strategies, and next-best-action optimization.
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| Topic 4 | - Contact policy and volume constraints: This domain covers managing contact policies to limit how often customers receive communications, focusing on controlling action exposure and volume in outbound channels while configuring appropriate tracking periods.
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| Topic 5 | - AI and Arbitration: Explores AI-powered action arbitration, prioritization, and using business levers for action selection.
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| Topic 6 | - Engagement policies: Addresses creating engagement policies, strategies, and customer journeys that govern contact timing and frequency.
|
| Topic 7 | - Customer Engagement Optimization: Addresses change management, revision management, GenAI brand voice, and action update processes.
|
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