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.