The Pega Certified Decisioning Consultant (PCDC) certification is for professionals participating in the design and development of a Pega Customer Decision Hub™ solution. This certification ensures you have the skills to apply design principles of Next-Best-Action Designer, Decision Strategies, and Predictive Analytics.
The PCDC Version 8.5 exam includes multiple choice, scenario, and drag/drop questions. If multiple answers are required, the text states how many responses are needed.
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)
· Contact Center
· Mobile application
· SMS
SMS is one of the outbound channels.
Email is one of the outbound channels.
In the primary schedule recurrence configuration, what does the Refresh the audience option mean?
· It triggers an external ETL (Extract-Transform-Load) process to refresh the audience.
· It picks a different audience sample with a similar profile for the run.
· It ensures that a new audience is selected for each run.
· It ensures that the latest customer information is used before running the schedule.
The latest customer information is used from the system before the outbound schedule is run to maximize the relevance of Next-Best-Action recommendations.
A marketer created a segment as the starting population for the outbound schedule. In Options and Schedule, she enabled the Refreshable Segment option. What does this option do?
· It allows other segments to automatically refresh the current segment when the other segments that reference it are run.
A refreshable segment is one that can be refreshed by another segment when it is executed.
· A refreshable segment is only populated when another segment refreshes it.
· It automatically refreshes all segments referenced by it.
· Refreshable segments must not be used as the starting population in an always-on outbound schedule.
U+ Bank is currently running outbound communications for home loan offers and credit cards. They have added five new actions to the Credit Cards group. They would like to enable these actions in the email channel. What are the two minimum configurations that must be made? (Choose Two)
· Configure each action to reference its own action flow.
· Configure each action to reference a single action flow.
You can create one action flow and reuse it across all actions using the dynamic flow template.
· Enable the email channel in Next-Best-Action->Channels.
o This is one possible answer.
· Configure each action with an email treatment.
Each action that needs to be enabled in the email channel must be configured with an email treatment.
· Configure one action with an email treatment.
For a limited time period, a bank wants to avoid sending promotional emails related to credit card offers to a customer if they have already received one. Which rule do you need to define to implement this business requirement?
· Applicability rules
· Suppression policy
Suppression policies are used to limit when and for how long an action or group of actions should be shown to a customer.
· Customer contact limits
· Volume constraints
A volume constraint is configured to apply constraints to actions as a group rather than for each action individually. A customer qualifies for 3 actions, and the volume limit on the top-ranked action is above zero, the limits on the 2 lower-ranked actions have been reached. Given this scenario, how many actions will be selected for the customer in the outbound run?
· 3
When a volume constraint is configured at a group level, and a customer qualifies for multiple actions, all actions are selected for the customer provided that the limit on the top action has not been reached.
· 0
· 2
· 1
A bank would like to write action details to a file so that it can be shared with a third-party email distributor. The bank has instructed their consultant to ensure the action details are finalized at the end of each run. In this context, what does finalization mean?
· All data in the file is the result of all the runs.
· All data in the file is the result of a single run.
By finalizing at the end of each run, you ensure that all data in the file is the result of a single run.
· All data in the file is the result of the first run.
· All data in the file is the result of the last five runs.
A U+ bank customer tries to initiate a fund transfer. Due to a slow internet connection, the transfer ends abruptly. The bank then sends an email with a link to continue the incomplete transaction. Which type of outbound interaction is this?
· Scheduled update
· Security event
· Priority communication
· Customer event
When a customer event is detected that is of significance to the business, data is received via the event stream, the brain then evaluates the situation and sends the resulting Next-Best-Action.
Traditionally, segments were used to identify the target audience for a campaign. In the always-on approach, segments translate into _________________.
· engagement policies and AI
Engagement policies define a set of rules that make certain actions available for certain customers. AI is used to prioritize and choose the best actions based on what is relevant for the customer right now.
· segmentation
· contact policies
· actions and treatments
U+ Bank’s marketing department currently promotes various credit card offers by sending emails to qualified customers. Now the bank wants to limit the number of emails sent to their customers irrespective of past outcomes with a particular offer and customer. Which of the following options allows you to implement this business requirement?
· Suppression policies
· Suitability rules
· Volume constraints
· Customer contact limits
Customer contact limits keep an action from reaching a customer on a specific channel, irrespective of past outcomes with that offer and customer.
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?
· Suppress an action for 60 days if there are 2 rejects in any channel in the last 30 days.
· Suppress a group of actions for 60 days if there are 2 rejects in the email channel in the last 30 days.
· Suppress a group of actions for 60 days if there are 2 rejects in any channel in the last 30 days.
· Suppress an action for 60 days if there are 2 rejects in the email channel in the last 30 days.
This rule definition suppresses an action for a given time period in the email channel.
Reference module: Limiting action volume on outbound
An outbound run identifies 100 Standard Card offers, 50 on email and 50 on the SMS channel. If the above volume constraint is applied, how many actions will be delivered by the outbound run?
· 75
This is the total number of actions sent as a result of the outbound run. This is because the action-level volume constraint is configured with a limit of 75, and there are 75 remaining.
· 100
· 50 SMSes and 25 emails
· 50 emails and 25 SMSes
A bank has been running traditional marketing campaigns for many years. One such campaign sends an offer email to qualified customers on day 1. On day 3, it sends a reminder email to customers who haven't responded to the first email. On day 7, it sends a second reminder to customers who haven't responded to the first two emails. If you were to re-implement this requirement using the always-on outbound customer engagement paradigm, how would you approach this scenario?
· Configure the primary schedule to run daily and let the AI choose the best action from all the actions that a customer qualifies for based on engagement policies.
You should define engagement policies to ensure that a customer qualifies for relevant offers, and let the AI choose the best offer at any given time.
· Create three segments to identify the target audience for each of the three offer emails - day 1, day 3 and day 7. Setup three schedules per day targeting each of the three segments.
· Create an action with a flow that contains 3 Send Email shapes, one for each email. Set appropriate wait times between the shapes.
· Configure a primary schedule for the original offer email and setup an ad-hoc or emergency schedule to send reminder emails.
U+ Bank currently uses Next-Best-Action Designer to manage 1:1 customer engagement in the web channel. The bank would like to promote the same offers in email. Which two additional configurations are needed in Next-Best-Action Designer to promote the offers in email? (Choose Two)
· Setup real-time container triggers to communicate with the email server.
· Configure the arbitration to boost prioritization of actions meant for email.
· Ensure that the email channel is enabled.
The email channel must be enabled under Channels to ensure that email treatments are selected.
· Define the primary schedule.
The primary schedule must be defined.
· Create a separate issue and group business structure in the taxonomy that is specific to email actions.
Which two of these statements are true about creating segments? (Choose Two)
· When building the segment, if you want to know the count resulting from the criteria defined so far, the only way to do this is by running the segment.
· In a segment you can reference customer properties OR another segment, but not both.
· The result of a criteria group can be combined with the result above it using AND and OR operators.
· A segment run can be triggered by the Next-Best-Action outbound schedule.
When the Refresh the Audience option is set in the primary schedule, every outbound run triggers a segment run.
· The list of customers in a segment can be viewed from within the segment
The list of customers can be viewed using the Show Customers button.
Reference module: Defining an action for outbound
Which statement is true about email treatments?
· You must always embed the images in the email.
· You can personalize the email subject, for example, Dear <customer name>.
You can personalize the email subject using the same construct as the email body, the .Customer.<property name>.
· When you use a seed list to test an email, the personalization attributes do not appear in the received email.
· When you design emails using external tools, you cannot include Pega-specific personalization tags.
What is best practice for designing an action flow?
· When creating an action to be used as a flow template, set its availability to Always.
· When designing a flow to be reused across multiple actions, use the Specify Treatment option to configure it with a specific treatment.
· Limit the number steps per channel to 3.
Every additional step taken in the action flow is a missed opportunity to let the Pega brain decide the Next-Best-Action.
· Always configure an action with its own flow.
A bank has several credit card offers defined under the sales issue / credit card group. The card_type action property for some of the cards is set to VISA and for others to Mastercard. The bank wants to limit the total number of VISA cards sent via email in an outbound run. How do you implement this requirement?
· Define a group-level constraint to limit all credit cards.
· Define an action-level constraint for each of the actions separately.
· Define a property constraint based on the value of the card_type action property.
A property constraint allows you to limit the action volume based on the value of an action property.
· Move the VISA and Mastercard actions to separate groups, then define two separate volume constraints
A bank has chosen an email service provider to deliver the offer messages selected by Pega Customer Decision Hub. The service provider prefers that the bank uploads a file per batch of customers to a cloud storage location, either on Microsoft Azure or Amazon S3. As a consultant working on the project representing the bank, what is your response?
· Action details can only be transferred via secure FTP.
· Action details will be written to the local filesystem by default. But we will write an external process to transfer them to the cloud.
· Action details can be written directly to Amazon S3 but not Microsoft Azure.
· Action details can be directly written to either of those cloud storage solutions.
Both Amazon S3 and Microsoft Azure are valid repositories for a file template.
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