Pega Decisioning Consultant - Cross-Sell on the Web Module quiz & Answers

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.

Pega Decisioning Consultant - Cross-Sell on the Web Module quiz & Answers.

U+ Bank's marketing department wants to promote various auto loan offers to qualified customers on its website by using the Pega Customer Decision Hub™. The bank wants to show the offers on the customer's account page when customers log in to their account. The bank has defined several conditions customers must satisfy to see these auto loan offers.

As a decisioning consultant, which two of the following configurations do you implement to achieve the business requirement? (Choose Two)

·             Set up the business structure

To achieve the business requirement using Customer Decision Hub, you must first set up the business structure.

·             Create a segment

·             Define contact policy rules

To express the bank's conditions, you often use contact policies.

·             Create a decision strategy

·             Send promotional emails

 

MyCo, a telecommunications company, wants to implement one-to-one customer engagement using Pega Customer Decision Hub™. Which of the following real-time channels can the company use to present Next-Best-Actions? (Choose Three)

·             SMS

SMS is a valid channel.

·             Traditional television advertisements

·             A retail store

In a retail store, a customer service representative can use Next-Best-Action recommendations to provide one-to-one customer engagement.

·             Billboard on the company building

·             The call center

In a call-center, a customer service representative can use Next-Best-Action recommendations to provide one-to-one customer engagement.

 

Which statement best describes the goal of Next-Best-Action?

·             Balance customer needs with business objectives.

Next-Best-Action weighs customer needs against business objectives to optimize decisions based on priorities set by the business. This is the goal of Next-Best-Action.

·             Ensure that the customer is always given a desirable offer.

·             Ensure that every customer receives the same action.

·             Provide insight into business processes.

 

Next-Best-Action ensures that communication between the business and the customer is__________ and __________. (Choose Two)

·             timely

The artificial intelligence embedded in the Next-Best-Action platform ensures that every message is relevant and timely, so the customer can take immediate action.

·             contextual

The artificial intelligence embedded in the Next-Best-Action platform ensures that every message is relevant and contextual, so the customer is more likely to respond.

·             uniform and generic

·             free of jargon

 

In an organization, customer actions are applicable to various business issues. What is the best way to organize them?

·             Into a three-level hierarchy: Business issue > Group > Actions

The business structure is organized into a three-level hierarchy.

·             Into a two-level hierarchy: Group > Actions

·             Into a simple flat list including all actions

·             Into a two-level hierarchy: Business issue > Actions

 

A bank wants to leverage Pega Customer Decision Hub’s Next-Best-Action capability to promote new offers to each customer on their website. Which artifact do you need to configure to manage the communication between the Customer Decision Hub and external channels?

·             Event strategy

·             Real-time Event

·             Geofence

·             Real-time Container

Real-time Containers manage communication between Pega Customer Decision Hub and external channels.

A bank wants to present the Rewards Card offer on the top right of the customers’ account page when they log in. Select the placement type of the treatment design.

·             Carousel

·             Footer bar

·             Hero

·             Tile

Tile type allows you to display an offer at a defined location on the account page.

 

 

MyCo, a telco, wants to offer a Fiber Optic Cable package only to customers who live in towns that have fiber optic cable available. Which engagement policy condition best suits this requirement?

·             Suitability

·             Applicability

·             Eligibility

Eligibility conditions are used to define strict rules that cannot be bypassed. This condition must be a strict rule, as customers in towns without fiber optic cable cannot use this offer.

U+, a retail bank, does not want to offer a Gold card to customers who already have a Platinum card. Which engagement policy condition best suits this requirement?

·             Suitability

·             Applicability

Applicability conditions are flexible rules used to limit which offers are presented to customers. In this case, if a customer owns a Platinum card, U+ does not want to waste their time offering the Gold card, unless they explicitly ask for it.

·             Eligibility

U+, a retail bank, has recently implemented a project in which credit card offers are presented to qualified customers when they log in to the web self-service portal. They have unit-tests in place using persona tests. The bank has recently added new engagement policy conditions to present credit cards to qualified customers and re-executed the tests. They see failures in the tests. What do they do next?

·             Revert the engagement policy rules so that the persona tests not failing

·             Analyze test case failures, change them and re execute until everything is green

Personas are predefined keeping in mind the business requirements. These persona are used to test the results of the next-best-action strategy framework defined. Hence all the tests should pass.

·             Accept that some of the tests are failing because of the changes

·             Remove the failing tests to ensure everything is green

 

A bank wants to automatically pause actions that are shown too often for a specific time period. Which rules do you need to define?

·             Applicability rules

·             Suitability rules

·             Suppression rules

Suppression rules are used to limit when and for how long an action or group of actions should be shown to a customer.

·             Eligibility rules

A bank wants to add a contact policy that will suppress an action for 20 days if it was rejected twice in any channel in the last 30 days. How do you define the suppression rule for the contact policy?

·             Suppress an action for 20 days if there are 2 rejects in the web channel in the last 30 days.

·             Suppress an action for 20 days if there are 2 rejects for any channel in the last 30 days.

This rule definition suppresses an action for a given time period in any channel.

·             Suppress a group of actions for 20 days if there are 2 rejects in the web channel in the last 30 days.

·             Suppress a group of actions for 20 days if there are 2 rejects for any channel in the last 30 days.

 

A bank wants to sell more mortgages in the fourth quarter and is willing to offer mortgages even in situations where a credit card may have created more value. Which arbitration factor do you configure to implement this requirement?

·             Suitability

·             Eligibility

·             Applicability

·             Business levers

Business levers allow you to manually assert some level of control over the prioritization of offers.

Myco, a telecommunications company, has introduced new data plans for students. The company wants to present offers to customers based on the responses of a test group that already received the offer. Which arbitration factor do you configure to implement this requirement?

·             Propensity

Propensity is the likelihood of a customer responding positively to an offer. This is calculated by artificial intelligence (AI).

·             Business levers

·             Action value

·             Context weighting

MyCo, a telecommunications company, wants to present customers with a free 2GB data offer when contacting the call center for mobile number portability. Which arbitration factor do you configure to implement this requirement?

·             Propensity

·             Business levers

·             Context weighting

Context weighting enables the Pega Customer Decision Hub to consider the situational context of an offer when prioritizing it.

·             Action value

U+ Bank realizes that customers have ignored a particular mortgage offer. As a result, the bank wants to offer the action 30% more frequently. Which arbitration factor do you configure to implement this requirement?

·             Action weighting

Action weighting allows the business to manually assert some level of control over the prioritization of an offer.

·             Action value

·             Context weighting

·             Business purpose weighting

Myco, a telco, currently promotes 24-month contracts with a free handset plus data plan, for example, MyPhone 11 and unlimited calls and data. The business structure has a sales issue/plans group that contains all actions, which are currently handsets.

Now, the company wants to introduce some new plans without handsets. So, the term handsets no longer applies to the new actions. At what level in the hierarchy can you rename the plans to reflect the new situation?

·             Issue level

·             All levels

·             Group level

Actions are renamed at the group level to align them with the appropriate business context.

·             Action level

 

A bank wants to leverage the Next-Best-Action capability of Pega Customer Decision Hub™ 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?

·             The treatment details and relevant action attributes

Pega Customer Decision Hub evaluates the actions from the associated issue/group and returns the resulting action details back to the website in the form of the image, description and other relevant attributes.

·             Only the image location

·             Only the image location and its type

·             Only the action name and description

U+ Bank, a retail bank, does not want to annoy customers by offering them a mortgage refinance option if they have less than 5% to pay off on their loan, although it would be profitable for the bank. Which engagement policy condition best suits this requirement?

·             Eligibility

·             Suitability

Suitability conditions are the most flexible rules; they represent what the business should and shouldn’t do ethically and empathetically. The bank is being empathetic to the customer by not bothering them with a refinance offer, given they have only 5% left to pay off on their loan.

·             Applicability

A bank is currently displaying a group of mortgage offers to its customers on their website. The bank wants to suppress the mortgage group for 1 month if a customer ignores three mortgage offers within that group. How do you define the suppression rule for this requirement?

·             Suppress an action for 30 days if there are 3 impressions for any channel without a click.

·             Suppress an action for 30 days if there are 3 rejects for web channel.

·             Suppress a group of actions for 30 days if there are 3 impressions for the web channel without a click.

This rule definition suppresses a group of actions if 3 impressions are recorded in the web channel.

·             Suppress a group of actions for 30 days if there are 3 rejects for any channel.

The arbitration factor that allows you to assign financial values to actions is called: _________________________.

·             business levers

·             context weighting

·             action value

Action value allows the business to assign financial values to offers and prioritize high-value offers over low-value ones.

·             propensity

U+ Bank has decided to nudge the Platinum Plus credit card to customers who visit their home page. Which arbitration factor do you configure to implement this requirement?

·             Action value

·             Business levers

Business levers allow the business to manually assert some level of control over the prioritization of offers.

·             Context weighting

·             Propensity

U+, a retail bank, has recently implemented a project in which credit card offers are presented to qualified customers when they log in to the web self-service portal. To show the offers per the bank’s requirements, the bank added all existing contact policy conditions. What is the immediate next step they should take?

·             Go live for all customers and check the performance on a weekly basis.

·             Conduct numerous what-if simulations before going live.

·             Go live for a limited number of customers and check the performance on a daily basis.

·             Add unit tests using persona testing before going live.

Once the bank adds all existing contact policy conditions, they need to conduct a unit test using persona testing as Personas are predefined per business requirements and all the tests should pass.