PEGAPCDC87V1 Exam Dumps - Certified Pega Decisioning Consultant (PCDC) 87V1

When introducing a new group of offers called Credit cards, valid actions should be specific credit card offers that provide clear value propositions to customers.

Creating Specific Offers:

No Annual Fee Credit Card: This offer targets customers looking to avoid annual fees, making it an attractive option for budget-conscious individuals.

1% Cashback Credit Card: This offer appeals to customers interested in earning cashback rewards on their purchases, adding an incentive for using the card.

Steps to Create Offers:

Step 1: Navigate to the Next-Best-Action Designer in Pega Customer Decision Hub.

Step 2: Define the new group "Credit Cards" under the appropriate business issue.

Step 3: Create individual actions for "No Annual Fee Credit Card" and "1% Cashback Credit Card," specifying the details and conditions for each offer.

Step 4: Configure the engagement policies, eligibility criteria, and treatments for these actions to ensure they are presented to the right customers.

Benefits:

Creating specific and clear offers helps in better targeting and engagement with customers, leading to higher acceptance rates and customer satisfaction.

These offers align with common customer preferences and needs, making them more likely to be accepted.

Example:

U+ Bank creates the "No Annual Fee Credit Card" and "1% Cashback Credit Card" offers in the Pega Customer Decision Hub. Each offer is configured with specific eligibility criteria and personalized email treatments to ensure relevant customers receive these offers.

References:

Pega-Customer-Decision-Hub-User-Guide-85.pdf: "Creating and managing actions" section.

Pega documentation on "Next-Best-Action Designer and offer creation".

Referencing Customer Properties: In Pega decision strategies, customer properties are accessed by prefixing the property name with "Customer." This convention helps in clearly identifying the context of the properties being used.

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".

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.

Pega Customer Decision Hub supports writing action details directly to cloud storage solutions such as Microsoft Azure and Amazon S3. This capability ensures that the offer messages selected by the Decision Hub can be seamlessly transferred to the preferred cloud storage location of the email service provider, facilitating efficient and secure delivery of customer communications.

Initial Configuration: U+ Bank has implemented Pega Customer Decision Hub for the contact center and now wants to extend it to the web channel.

Understand Channel Configuration: Pega CDH requires the configuration of channels in the Next-Best-Action Designer to ensure that treatments are correctly recommended.

Modify the Strategy Framework:

Next-Best-Action Framework: This strategy framework is used to determine the best actions for customers across various channels. It needs to be modified to include configurations specific to the web channel.

Steps to Modify:

Access Next-Best-Action Designer: Navigate to the Next-Best-Action Designer.

Channels Tab: Configure the new web channel in the Channels tab.

Modify the Strategy: Update the Next-Best-Action Framework strategy to incorporate the new web channel. This involves ensuring the new actions and treatments are included and prioritized correctly for the web channel.

According to the Pega Customer Decision Hub User Guide, modifying the framework strategy to cater to new channels is necessary for extending customer engagement (Reference: Pega-Customer-Decision-Hub-User-Guide-85.pdf, Chapter on "Understanding Next-Best-Action Designer channels").

Testing and Validation:

Test the new configurations to ensure treatments for the web channel are correctly recommended in the next-best-action suggestions.

Conclusion: To configure the new treatments for the web channel in the next-best-action recommendations, the Next-Best-Action Framework strategy must be modified to cater to the new web channel.

ï‚· Requirement:

U+ wants to show a retention offer to customers likely to leave the bank based on historical interaction data.

ï‚· Model Types:

Entity Model: Used for recognizing entities within data.

Text Analytics Model: Used for analyzing text data.

Predictive Model: Used for making predictions based on historical data.

Adaptive Model: Used for real-time adaptation based on new data.

ï‚· Suitable Model:

For predicting customer churn (likelihood of leaving), a predictive model is best suited because it leverages historical data to make future predictions.

ï‚· Verification from Pega Documentation:

Pega documentation on leveraging predictive models for customer retention and churn analysis.

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.