Pega Decisioning Consultant - Next-Best-Action in an omnichannel environment 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 - 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

PEGA Customer Decision Hub - One-to-one customer engagement - Module Quiz and 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 Customer Decision Hub - One-to-one customer engagement - Module Quiz and Answers

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)

·             The call center

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

·             SMS

SMS is a valid channel.

·             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

·             Traditional television advertisements

 

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

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

·             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 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)

·             free of jargon

·             uniform and generic

·             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.

PEGA Decisioning - Balancing Business Objectives and customer needs

To Balancing Business Objectives and customer needs, its good to remember the following points.

• Always-On customer brain stands behind the NextBestAction
•  Business Logic is an iterative development. We will develop with the current requirement and based on the customer behavior, we will change the Strategy
• The Key Elements in Implementing the Business Logic is:
• Business Issue * Group. All propositions will be added under any specific Group only
• Propositions - Proposition Catalogue will be maintained
• Prioritization - BL-Strategy
• Use the NBAM components to implement the logic Strategy. ADM is used to predict the customer Propensity and learning the data real-time.
• Predictive models will be used to learn from Existing models
• All Decisioning Strategy business rules are classified under Hard & Soft Rules. Eligibility rules are Hard rules and all Decision Data (Control param), Arbitration components are Soft rules
• Break the whole logic into Small sub strategies logically and process the Propositions in each stage to apply the proposition selection process
• Eligibility Rules are always determined as Hard Rules
• Prioritization component will be used to determine the Top offer at any given time.
• BusinessIssue and Group is something we want to think first before implementing NBAM project
• NBAM project is not a finished product. We want to learn and make the continuous changes to make the better decision 
• Apply BML methodology to keep optimizing the Strategies to drive the business outcome 
• B-Build - Make the Strategy/Logic changes
• M-Measure - Measure the performance of the Strategy 
• L-Learn - Learn the feedback from Customer 
• Repeat the BML method again. 

Happy Learning!

Enriching the PEGA business application with the Decision Management (Next Best Action)

To Enriching the PEGA business application with the Decision Management (Next Best Action)

·         Open the flow rules which are associated with the Business process. Add Decision flow shape OR Run-Interactionflow shape to introduce the DSM capability in business process applications.

Decision flow Shape ->We can add Decision Table, Tree, Map, Predictive Model and score card model. 

Run-Interaction flow shape ->Add a DSM Strategy and store the results into clipboard memory to refer the results clipboard in the business flow.

Working with Revision Management:

·         Create a new revision, a new change request, include all business rules.

o    On the Dashboard, click New revision. 2 decision flow shares in a decision flow.

·         Decision  - various decision rules can be selected including (DecisionTable, DecisionTtree, predictive model & Scoring model)

2. Interaction Rule Type - to call the Strategy from the flow (it’s a flow shape)

Proposition Management:

•        3 level hierarchy. Business issue (NBA), Group(Treatment), offerID (Treatment identifier)
•        To create the property in a group, open the group->Form Tab, create Property, come back and add the newly created property

Building the Strategy:

•  Pega application is running with the context of the Customer Class.
•  We have to define the Strategy & other required business rules under the customer class. ie. Apply to Class
•  Use the copy/paste option available in the Strategy canvas. Also, use the grid layout to make sure all the components are aligned
•  Expression Builder. How to test? Quick option. Learn articles
•  Properties you are seeing in Expression Builders are Strategy properties. Not AppliesTo class properties
•  Applies to class properties can be used through Primary.
•  Use the Test Canvas made available in the Right side to test the Strategy for a customer/Batch of customers
•  In a Strategy, to refer SR class properties, use dot (.). To refer the AppliesTo class Properties, Refer Primarydot(.)

Making NBA more relevant:

ADM: ADM are Predictors and defined under customer. Decision->Create->AdaptiveModel

• Under Predictors Tab, define the Predictors you want to learn the ADM.Click Add predictors and add the Customer Class Properities
• On the response Tab, define the responses from the customer (Positive/Negative). Values will be retrieved from IH
• Open the ADM landing page by DS->Decisions->ADM. ADM influences the propensity.
• To add a predictive model, Just add the ADM component defining the Customer attributes (Key ones which can be modeled and compared against other data)
• ADM used to predict the customer behavior and make an offer accordingly instead of Customer coming back to us and requesting an offer. Propensity will be stored in .pyPropensity property.
• .pyChannel & pyDirection property should be set for ADM before ADM to invoke
• Churn behavior can be predicted immediately using Predictive analysis and provide an offer. .pyPropensityScore will be used to understand the acceptance from IH date for ADM models defined

Predictive Models:

•          Build the predictive model using the old customer data.
•          Decision->Create->Predictive Models
•          Add Predictive Model component into Strategy. Refer the Predictive model already made available for us> Predictive models will have the details of determining the Churn & Loyal customers based on the data defined.
•         Output of the Predictive model will be stored under .pxSegment.
•          Redefine the Strategy to read the outcome from Predictive model and make the alternative flow accordingly.

IH:

• IH data will help us to understand the past responses and predict the future and helps business not to server the same offer again
• While loading IH, define last X days record to load from IH table rather than all the records
• Define issue & Group to fetch the IH for the channel, otherwise all the IH will be loaded
• Add GroupBy and define the function to set the property from the aggregation
• Dotted lines (.....) refers this is not the main flow. But the data will be referenced from the Strategy component.

Simulation:

• Simulation allows the Decisioning to execute for a large set of customers.
• In the simulation run, a decision strategy is applied against each customer in the population.
• Simulation testing can be used for A/B testing. B4&A4 decisioning change simulation testing. It's more like what-if testing
• VBD will be used to see the Champaign&Challenger simulation results & delta impact
• DataFlow will be used for both old and new Strategy changes against the same CustomerDataSet and the results delta will be referred in the result
• Post the DataFlow execution, open the results/reports Tab to see the results. "Proposition Distribution" will give the details of the proposition offered to the customers
•  VBD will be used to compare the results of 2 different Datasets and see the outcome change & delta of the result. 
• To create a simulation Run, create a DataFLow. You can open the Dataflow under Simulation, DataFLow Runs to see the components
• DataFlow usually will have CustomerData-DataSet, followed by Strategy and results will be stored in result DataSet (VBD/DB). To write the results to VBD, use the DataSet Type as VBD
• Goto manage->DataSources to explore the VBD results
• Channel is a dimension in Visual Business Director in Y Axis.

AppOverlay & Decision Manager Portal configuration:

• Decision Manager portal mainly used for PROD Simulation & PROD. Use an applicationOverlay for development
• Business sandbox & AppOverlay env & Direct deploy for Decision Data update
•  Need to configure ADM monitoring, IH, VBD

Building An app overlay application:

• Create New App Overlay wizard and create an app
• Define the accessgroup & list of available rules to expose to AppOverlay to make the changes. Primarily on Decision data.
• Default application Overlay will be created after Landing page. The name of the overlay starts with ‘RTC-‘.
• Start the Application Overlay wizard via the Decisioning > Infrastructure > Revision Management->Application Overlays landing page.
• Define the AppOverlay application, Revision ruleset, accessgroup & the Rules to be included as part of AppOverlay
• Select the rules to make available for the revision Management, select the rules and click "Include for Revision Management"
• Review the AppOverlay and credit the AppOverlay application
• Setup new accessgroups & their roles and the required operator IDs to use.