Organizing Customer Actions – Pega Decisioning

In this quick tutorial you will learn about How to Organizing Customer Actions – Pega Decisioning using Pega Decision Hub portal

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Organizing Customer Actions
  • Every customer action has properties that define its characteristics.
    • Price, Benefit, Product Image, Short title
  • Each Next-Best-Action that is presented to a customer is associated with a business issue and group.

organizing customer actions pega

Set up your Business Structure in Next-Best-Action Designer
  • Under the Taxonomy tab, you define the Issues and Groups that will play a role in the Next-Best-Action decisioning process.
Business structure pega customer action
  • You can add, remove, or create new Issues here by editing and configuring the hierarchy.
  • Click on the gear icon to launch model dialogue to Configure Business Issue.
  • Create a new Business Issue or select an existing one to make it active.
configure business issue pega decisioning
  • Select Configure groups option to Create a new Group or select an existing one to make it active.
configure group pega decisioning
  • Click Save button to save the changes and to complete the configuration.
Creating actions
  • Actions are created and managed on the actions landing page.
creating actions landing page pega decisioning
  • You can either create a single action or actions in bulk.
creating actions and actions in bulk pega
  • To create a single action, enter a short description of the new action. Select the appropriate Issue and Group
create action pega
  • Sometimes you may want to create multiple actions at once. You can do that by uploading a list of actions from a Comma Separated Value (CSV) file. To create such a CSV file you need to download a CSV template and fill it in and upload it back.
pega customer action csv template
  • Properties that start with py, such as pyName, pyIssue, pyGroup, pyLabel and pyIsPropositionActive are mandatory internal properties. It is important that you input these values in the correct format into the CSV file.
csv template pega customer user action in decisioning
  • The property pyIsPropositionActive corresponds to the Availability property, which is visible on the Details tab of an action.
  • Choose ‘Always’ to ensure that the action is selected during the Next-Best-Action decisioning process by the Customer Decision Hub.
Edit Action/Offer
  • Fill in the attributes relevant to this action. For example, provide a Description that explains its purpose and Benefits that describe how this action will benefit the customer.
edit offer pega customer decisioning consultant
Renaming Actions
  • Actions can be renamed with different terms based on the business issue and group to which the product belongs.
  • Edit the hierarchy to modify the Group attributes.
edit group pega customer
  • In this case, change the Action naming convention to Offer.
  • To complete the configuration, save the changes. Verify that the Action is renamed.
  • From now on, Actions under Sales/CreditCards will be referred to as Offers.
Real-time containers
  • A real-time container is a service that manages communication between Pega Customer Decision Hub and external channels.
  • A real-time container is a placeholder for content in an external real-time channel.
  • An external real-time channel is any channel that presents actions selected by the Customer Decision Hub to a user or customer. For example, a website, a call-center application, or a mobile application.
pega external real time channel in next best action designer
  • A real-time container is a service that manages communication between Pega Customer Decision Hub and external channels.
  • In the Customer Decision Hub’s Next-Best-Action Designer, a real-time container called “TopOffers” is configured. The website invokes this real-time container before loading the account page.
real time containers pega customer user actions
  • The Customer Decision Hub then evaluates the actions from the associated Issue/Group, which in this case is Sales/CreditCards and returns the resulting offer details back to the website.
pega real time container in customer decisioning
  • Customer Decision Hub records these customer interactions in the Interaction History. 
  • An Impression is recorded to indicate that the action was shown to the customer, a Click-through is recorded when the customer clicks on the action.
Creating a real-time container
  • To create real-time containers, navigate to the Real-Time Artifacts landing page.
pega real time artifacts navigation in customer user actions
  • An external channel uses the real-time container’s identifier when it makes a request to the Pega Customer Decision Hub.
create real time container in pega
  • Now, open the real-time container to change/update the configurations.
edit real time container in pega decisioning
  • Here you can turn the real-time container’s ability to respond to requests from external channels on or off.
  • ‘Impression capture’ allows the external channel to control how the Customer Decision Hub records impressions.
  • ‘Captured on retrieval’ means that the Customer Decision Hub records an impression in the Interaction History immediately after sending the action details to the external channel.
  • ‘Captured by channel’ means that the Customer Decision Hub does not immediately record an impression. Instead, the external channel can explicitly request that the Customer Decision Hub records an impression at a later point in time.
  • Here you can view the list of Next-Best-Action strategies that you have associated with this real-time container.
  • Save the configuration.
  • Navigate to the Containers tab to see the newly created real-time container.
pega real time artifacts landing page

Hope learned about How to Organizing Customer Actions – Pega Decisioning using Pega Decision Hub portal. Will catch up in the next tutorial

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