 Understanding the Context : Myco, a telco, wants to introduce new plans without handsets. Currently, their business structure under the sales issue/plans group contains actions that are handsets.

 Business Structure : In Pega Customer Decision Hub, the business structure is organized into issues and groups.

 Action Naming : To reflect the new situation where plans do not include handsets, the term " handsets " needs to be changed.

 Level of Change : The appropriate level for renaming the plans to reflect this new structure is at the Issue level . At this level, the business context for actions is defined, and changes here will apply to all actions under that issue.

 Reference : As per the documentation, changes to business issues and groups should be done at the issue level to ensure that the new context is accurately represented across all relevant actions​​.

Debugging Arbitration - To verify if the result of the arbitration is correct, the Prioritize component in the strategy shows the final ranking of actions.

Prioritize Component - This component ranks actions based on their calculated priority scores.

Steps :

Review the Prioritize component in the strategy.

Check the priority scores assigned to each action.

Ensure that the actions with the highest propensities are ranked at the top.

Decision Table Evaluation - Decision tables evaluate conditions in a specified order and return a result based on the first matching condition.

Conditions and Labels - Based on the decision table provided, the CLV score of 550 and LOW propensity to leave match the condition for label B.

Process :

Evaluate the CLV score condition.

Evaluate the propensity to leave condition.

The matching row in the decision table specifies the label to return.

To prioritize mortgages over credit cards for the fourth quarter, you should configure the business levers in Pega Customer Decision Hub. Business levers allow you to adjust the weight or priority of different actions based on business goals. By increasing the weight for mortgage offers, you can ensure that these offers are prioritized over credit card offers, even if a credit card may create more value.

Referencing Customer Properties: In Pega decision strategies, customer properties are accessed by prefixing the property name with " Customer. " This convention helps in clearly identifying the context of the properties being used.

Ensuring Latest Customer Information: To ensure that the outbound run always uses the latest customer information, you need to select the " Refresh the audience " option. This setting ensures that the audience is refreshed with the most recent customer data before the campaign is executed.

Implementation: Navigate to the campaign configuration and select the option to refresh the audience before running the campaign. This guarantees that any changes or updates to the customer data are taken into account.

 Configuring Ethical Bias Policy :

To configure bias fields, the context of the bias must be selected, which usually pertains to customer-related properties.

 Selecting Bias Fields :

Bias fields such as age, gender, and ethnicity are typically customer properties.

These properties are analyzed to detect and measure bias in decision strategies.

 Detailed Explanation :

By selecting the Customer context, you can add and configure relevant customer properties to the bias policy.

This allows for comprehensive bias testing and ensures fairness in action distribution.

 Verification from Pega Documentation :

Pega documentation confirms that customer-related properties are the primary context for configuring bias fields in ethical bias policies​​​​.

In Pega Customer Decision Hub, the characteristics of an action are defined by using properties. Properties are used to capture specific details about an action, such as the type of offer, the conditions under which it should be presented, and other relevant data that influence decision-making. These properties ensure that the actions are personalized and relevant to the customer.