To which types of decisions can Pega Customer Decision Hub be applied?
Pega Customer Decision Hub can be applied to various types of decisions, including determining how to retain a customer. It leverages decision management and AI technologies to analyze customer data, predict behaviors, and recommend personalized actions that can help improve customer retention and satisfaction.
A bank is currently sending promotional emails related to credit card offers to qualified customers. Now the bank wants to prevent overexposure to these offers. As a part of this effort, the bank wants to avoid sending the same promotional offer email for the next 60 days if the email was rejected twice by the customer in the last 30 days. How do you define the suppression rule for this contact policy?
To prevent overexposure and avoid sending the same promotional offer email for the next 60 days if the email was rejected twice by the customer in the last 30 days, you should define the suppression rule as 'Suppress an action for 60 days if there are 2 rejects in the email channel in the last 30 days.' This rule ensures that specific actions are paused based on the customer's past interaction history, preventing repetitive and potentially annoying communications.
Configuring contact policies and suppression rules (Page 66-67)
U+ Bank has recently implemented a cross-sell on the web microjourney and is satisfied with the results. The bank now wants these Next-Best-Action recommendations to be delivered via outbound communication channels. Select two outbound channels that U+ bank can use to deliver Next-Best-Action recommendations. (Choose Two).
Context:
U+ Bank wants to use outbound communication channels for Next-Best-Action recommendations.
Available Outbound Channels:
Mobile Application: Typically considered an inbound channel.
Google: Used for online advertising but not a direct outbound channel.
SMS: Commonly used outbound channel for direct customer communication.
Email: Widely used outbound channel for direct customer communication.
Contact Center: Usually an inbound channel where customers call in.
Selection:
SMS and Email are the most suitable outbound channels for sending Next-Best-Action recommendations directly to customers.
Verification from Pega Documentation:
Pega documentation on configuring and using SMS and Email as outbound channels for Next-Best-Action delivery.
In the primary schedule recurrence configuration, what does the Refresh the audience option mean?
Understanding Refresh the Audience Option:
This option ensures the decision process uses the most current data available.
Functionality:
Before each run of the schedule, the audience data is refreshed to reflect any changes or updates in customer information.
Purpose:
This ensures decisions are made based on the latest customer profiles, improving the relevance and accuracy of recommendations.
Verification from Pega Documentation:
Pega documentation on scheduling and audience refresh options for ensuring up-to-date customer data is used.
A bank wants to leverage Pega Customer Decision Hub's Next-Best-Action capability to promote new offers to each customer on their website. What information does Pega Customer Decision Hub send back to the website in response to the real-time container request?
Identifying the Requirement:
The bank wants to leverage Pega CDH's Next-Best-Action capability to promote new offers on their website.
The task is to determine what information Pega CDH sends back to the website in response to a real-time container request.
Evaluating Pega CDH Capabilities:
Pega CDH's Next-Best-Action Designer is designed to handle real-time interactions and provides personalized recommendations.
The system returns comprehensive details to ensure the website can properly display and execute the recommended actions.
Process Overview:
Real-Time Container Request:
When the website sends a real-time container request, Pega CDH processes the request and identifies the most relevant actions based on customer data and engagement policies.
Response Details:
The response includes treatment details such as the action's visual elements (image URLs, descriptions) and relevant action attributes (e.g., offer type, benefits, eligibility criteria).
Reference and Supporting Documentation:
The Pega Customer Decision Hub User Guide clearly outlines that in response to a real-time container request, the system sends back the treatment details and relevant action attributes to ensure the offer can be presented accurately on the website.
Pega-Customer-Decision-Hub-User-Guide-85.pdf
Pega-Customer-Decision-Hub-User-Guide-86.pdf
Pega-Customer-Decision-Hub-User-Guide-87.pdf
