Pegasystems Updated PEGAPCDC87V1 Exam Questions and Answers by chase

Business Levers: These are used to apply weights to different actions or groups of actions to influence their prioritization based on business objectives.

Context Weighting: This factor is used to adjust the priority of actions based on the specific context of the customer interaction, ensuring that both business objectives and customer needs are balanced.

References: The configuration and utilization of business levers and context weighting within the Next-Best-Action Designer are key components in aligning the decision strategy with both business and customer goals .

 Context:

U+ Bank wants to use outbound communication channels for Next-Best-Action recommendations.

 Available Outbound Channels:

Mobile Application: Typically considered an inbound channel.

Google: Used for online advertising but not a direct outbound channel.

SMS: Commonly used outbound channel for direct customer communication.

Email: Widely used outbound channel for direct customer communication.

Contact Center: Usually an inbound channel where customers call in.

 Selection:

SMS and Email are the most suitable outbound channels for sending Next-Best-Action recommendations directly to customers.

 Verification from Pega Documentation:

Pega documentation on configuring and using SMS and Email as outbound channels for Next-Best-Action delivery.

Next-Best-Action Strategy Application: Pega's Next-Best-Action strategy can be applied to various business issues to optimize decision-making and enhance customer interactions.

Collections: Used to manage and optimize debt collection processes by determining the best actions to take with customers who have outstanding debts.

Service: Enhances customer service interactions by suggesting the most relevant actions or responses to customer inquiries and issues.

Retention: Focuses on retaining customers by identifying and executing actions that are most likely to keep them engaged and loyal.

Enrichment Components - These are used to add additional information or modify properties within a decision strategy.

Setting Text Values:

Enrichment components can be configured to set or modify strategy properties.

This includes setting text values, numerical values, or other types of data.

Steps:

In the decision strategy, add an Enrichment component.

Define the target property and the value to be set.

This value can be static text or dynamically generated based on other strategy components.