 Addressing Test Failures: When persona tests fail after adding new engagement policy conditions, the appropriate step is to analyze the test case failures, update the tests as necessary, and re-execute them until all tests pass. This ensures that the changes made are correctly reflected in the tests and the system functions as expected.

 Implementation: Review the failing tests to understand why they failed, adjust the conditions or the expected results, and run the tests again to validate the changes.

 Marketing and Sales Actions: Creating actions like "No annual fee credit card" and "1% cash back credit card" address different customer needs and stages in the customer lifecycle, including acquisition and engagement.

 Full Customer Lifecycle: These actions involve marketing and sales efforts aimed at attracting and retaining customers by offering attractive benefits.

Best practices for designing an action flow in Pega Customer Decision Hub emphasize reusability and efficient configuration:

Reusable Flows:

Step 1: When creating a flow that will be reused across multiple actions, it is recommended to use the "Specify Treatment" option.

Step 2: This approach allows you to configure the flow with a specific treatment, making it easier to apply the same flow logic to different actions without having to redesign the flow each time.

Flow Configuration:

Using the "Specify Treatment" option ensures that the treatment details are dynamically inserted when the action is executed, providing flexibility and consistency across various actions.

This method helps maintain a modular design, where flows can be reused and updated independently of the actions they are associated with.

Avoid Redundancy:

Step 1: Reusing flows across multiple actions reduces redundancy and simplifies maintenance.

Step 2: Any changes to the flow logic need to be made only once, and these changes will be reflected across all actions using that flow.

Example:

If you have a standard email flow for promotional offers, you can configure this flow with the "Specify Treatment" option and reuse it for different promotional actions such as discounts, new product launches, or seasonal offers.

References:

Pega-Customer-Decision-Hub-User-Guide-85.pdf: "Configuring the delivery of an email treatment with the Send Email shape" section.

To enable the website to communicate with the Pega Customer Decision Hub and show the Reward Card offer to qualified customers, you need to:

Enable the web channel in the Next-Best-Action Designer's Channel tab. This step activates the web channel for inbound interactions, allowing the system to deliver personalized actions to customers visiting the website.

Map the real-time container to a business structure level. This ensures that the container is correctly linked to the business context, allowing the system to deliver the right offers based on the customer’s interactions with the website.

 Context: The bank wants to suppress mortgage offers if a customer ignores three offers within a group for one month.

 Suppression Rule: In Pega, suppression rules are defined to manage overexposure to customers.

 Implementation: The suppression rule should be set at the group level to ensure the entire group of mortgage actions is suppressed for 30 days after three rejections.

 Pega Configuration: The configuration for suppression rules supports this requirement by allowing the setting of a threshold for rejections across any channel, thus making option A the correct choice​​.

Initial Configuration: U+ Bank has implemented Pega Customer Decision Hub for the contact center and now wants to extend it to the web channel.

Understand Channel Configuration: Pega CDH requires the configuration of channels in the Next-Best-Action Designer to ensure that treatments are correctly recommended.

Modify the Strategy Framework:

Next-Best-Action Framework: This strategy framework is used to determine the best actions for customers across various channels. It needs to be modified to include configurations specific to the web channel.

Steps to Modify:

Access Next-Best-Action Designer: Navigate to the Next-Best-Action Designer.

Channels Tab: Configure the new web channel in the Channels tab.

Modify the Strategy: Update the Next-Best-Action Framework strategy to incorporate the new web channel. This involves ensuring the new actions and treatments are included and prioritized correctly for the web channel.

According to the Pega Customer Decision Hub User Guide, modifying the framework strategy to cater to new channels is necessary for extending customer engagement (Reference: Pega-Customer-Decision-Hub-User-Guide-85.pdf, Chapter on "Understanding Next-Best-Action Designer channels").

Testing and Validation:

Test the new configurations to ensure treatments for the web channel are correctly recommended in the next-best-action suggestions.

Conclusion: To configure the new treatments for the web channel in the next-best-action recommendations, the Next-Best-Action Framework strategy must be modified to cater to the new web channel.

 Propensity Increase: In Pega Customer Decision Hub, propensity indicates the likelihood of a customer responding positively to an offer. A propensity value of 0.83 signifies a high likelihood of customers showing interest in the Gold credit card offer.

 Customer Behavior Analysis: The increase to 0.83 suggests that similar customers have demonstrated interest, such as clicking on the offer or engaging with it in some way.