All VM images for Pega Academy courses are located in the specific course itself, typically in the "Downloading the Exercise System" lesson of that course. We cannot share the link to download via the Forums.
Please log into PDN and go to Academy >> My Self-study, locate the course and you can download the VM from the above mentioned exercise. You must be enrolled in the course in order to download.
Not every course has an available VM for download. "IF" one is available, it would be in a lesson titled "Downloading the Exercise System." I believe the only exercise system available for this customer service course is via the online cloud provided. When you get to an exercise, there should be an "Open Exercise System" link.