Pegasystems PEGAPCDC87V1 - Certified Pega Decisioning Consultant (PCDC) 87V1

To update the underlying decision strategy of an engagement policy condition, the change request should be created in the 1:1 Operations Manager Portal. This portal is designed for business users to manage changes and revisions in a controlled environment.

Understanding the Portals:

1:1 Operations Manager Portal: This portal allows business users to manage and implement business changes, such as updating decision strategies and engagement policies.

Pega Customer Decision Hub Portal: This portal is used for overall customer decision management but not specifically for creating change requests.

Dev Studio Portal: This portal is more technical and used for developing and configuring applications.

Development Manager Portal: This is generally used for deployment and managing development pipelines.

Steps to Create a Change Request:

Step 1: Log into the 1:1 Operations Manager Portal.

Step 2: Navigate to the section where you can create a new change request.

Step 3: Specify the details of the change request, including the engagement policy and the decision strategy that needs to be updated.

Step 4: Submit the change request for approval and implementation.

Benefits:

Using the 1:1 Operations Manager Portal ensures that changes are tracked, reviewed, and approved through a formal process, maintaining governance and control over business operations.

Example:

U+ Bank wants to update the decision strategy for credit card offers. A change request is created in the 1:1 Operations Manager Portal, detailing the required updates to the engagement policy conditions.

References:

Pega-Customer-Decision-Hub-User-Guide-85.pdf: "Managing business-as-usual changes with Pega 1:1 Operations Manager" section.

Pega documentation on "Revision management and change request process".

Email treatments in Pega Customer Decision Hub allow for personalization, including customizing the email subject to address the customer by name or other personalized data.

Definition and Purpose:

Email treatments are used to define the content and presentation of email communications sent to customers as part of outbound campaigns.

Personalization enhances the relevance and engagement of these emails by including customer-specific information.

Capabilities of Email Treatments:

Personalization Tags: Pega supports the inclusion of dynamic tags in the email subject and body, allowing for personalized greetings, offers, and other content. For example, "Dear " where "" is dynamically replaced with the actual name of the customer.

HTML Content: Design rich email content using HTML, which can include images, links, and other multimedia elements.

Steps to Personalize Email Subjects:

Step 1: Create or edit an email treatment in Pega.

Step 2: In the subject line field, use the syntax for personalization tags. For example, "Dear , check out our new offers!".

Step 3: Map the personalization tags to the appropriate customer data fields to ensure the correct information is inserted when the email is sent.

Testing Personalization:

Use seed lists to test personalized emails. Seed lists are groups of test email addresses used to preview how the email will look when sent to actual customers.

Ensure that personalization attributes appear correctly in the received test emails.

Best Practices:

Always test personalized emails thoroughly before launching a campaign to ensure that the tags are working correctly and the content renders as expected.

Use personalization to enhance customer engagement by making emails feel more relevant and tailored to individual recipients.

References:

Pega-Customer-Decision-Hub-User-Guide-85.pdf: "Configuring email treatments" section.

Pega documentation on "Defining an action for outbound".

ï‚· Addressing Test Failures: When persona tests fail after adding new engagement policy conditions, the appropriate step is to analyze the test case failures, update the tests as necessary, and re-execute them until all tests pass. This ensures that the changes made are correctly reflected in the tests and the system functions as expected.

ï‚· Implementation: Review the failing tests to understand why they failed, adjust the conditions or the expected results, and run the tests again to validate the changes.

Business Issues and Groups in Pega CDH - Business issues (like Sales, Service, Retention) categorize customer engagement strategies. Each issue can have multiple groups representing specific goals (e.g., credit cards, loans under Sales).

Retention Issue - Since the objective is to retain customers who are at high risk of leaving, modifying the Retention issue aligns the strategy with the goal of reducing churn.

Steps to Modify Retention Issue:

Navigate to the Next-Best-Action Designer.

Select the Retention issue.

Update or create new applicability settings to identify high churn risk customers.

Configure actions (proactive retention offers) to be presented to these customers.

To enable the website to communicate with the Pega Customer Decision Hub and show the Reward Card offer to qualified customers, you need to:

Enable the web channel in the Next-Best-Action Designer's Channel tab. This step activates the web channel for inbound interactions, allowing the system to deliver personalized actions to customers visiting the website.

Map the real-time container to a business structure level. This ensures that the container is correctly linked to the business context, allowing the system to deliver the right offers based on the customer’s interactions with the website.

To ensure that Silver credit cards are not offered to customers under 27 years of age and that Platinum cards are offered only to customers who had a positive balance in the last year, you need to configure "Engagement policies" in the Next-Best-Action Designer. Engagement policies allow you to set criteria such as eligibility, applicability, and suitability for actions. For this scenario, you would set the eligibility criteria to ensure the age and balance conditions are met before the offers are presented.

Understand the Scenario: A Customer Service Representative (CSR) presents an offer to a customer, and the customer rejects the offer.

Next Step in Pega CDH:

In Pega Customer Decision Hub, when an offer is rejected, the system typically reevaluates the Next-Best-Action. This means it reassesses the available actions to determine the most appropriate next step for the customer based on current context and customer data.

To ensure that customers do not receive more than four promotional emails per quarter, you can use customer contact limits. This setting allows you to define the maximum number of contacts a customer can receive over a specific period, regardless of their responses to previous actions. By setting this limit, you can prevent overcommunication and enhance customer experience.

Compute SUM of PROFIT = Group BY

Determine target budget to retain a customer = Set Property

Determine customer credit score = Scorecard

Divide customers into risk segment = Decision Table