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 - Next-Best-Action in an omnichannel environment Module Quiz & Answers
If the Pega Customer Decision Hub presents Next-Best-Action recommendations to a customer in a call-center, the Next-Best-Action is re-evaluated when _______________, ___________, and ___________.(Choose Three)
· the service representative completes a task
When the service representative completes a task, the Next-Best-Action is re-evaluated.
· a customer changes the call context
The Next-Best-Action is re-evaluated by using the new call context because this is new information.
· the service representative is in the middle of completing a task
· a customer responds to an offer
When a customer responds to an offer, the response is saved, and a new Next-Best-Action is evaluated.
· the marketer retires an offer
In a call-center application that receives Next-Best-Actions from Pega Customer Decision Hub, the customer service representative (CSR) is _______________.
· always expected to sell a product or service irrespective of the customer's call intent
· expected to improvise based on some basic customer information displayed on screen
· forced to follow a strict path of recommended steps, from which the CSR cannot deviate
· guided on the next important conversation to have with the customer
Pega Customer Decision Hub guides the CSR by recommending Next-Best-Actions
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