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Avoiding overexposure of actions in outbound

5 Tasks

15 mins

 Visible to: All users
Beginner Pega Customer Decision Hub '24.1 English

Scenario

U+ Bank, a retail bank, currently sends credit card-related promotional emails to qualified customers.

Now, the business wants to prevent overexposure of any one action or group of actions as overexposure negatively impacts the customer experience; customers do not have an opportunity to receive other offers for which they might qualify.

To prevent overexposure, the business wants to avoid sending an email for a credit card promotional offer for the next 60 days if one was sent in the past 30 days.

Use the following credentials to log in to the exercise system:

Role User name Password
Decisioning Architect DecisioningArchitect rules

Your assignment consists of the following tasks:

Task 1: Adjust the segment to select a maximum of 100 customers

Update All outbound customers to select a maximum of 100 customers that meet the criteria conditions of the segment.

Note: Selecting the Select a portion (sample) of criteria results option ensures only a portion of customers that meet the criteria conditions for the segment are selected for the outbound schedule. In this case, a maximum of 100 qualified customers will be selected from the segment.

Task 2: Define an action-level contact policy

In Next-Best-Action Designer, on the Constraints tab, in the Contact policy library section, define an action-level contact policy to suppress the pending credit card offers. Define the following suppression rule:

If a customer has a pending credit card offer in the past 30 days, do not show that offer to that customer again for the next 60 days.

Task 3: Add the new contact policy to the Credit Cards group

In Next-Best-Action Designer, on the Engagement policy tab, add the new contact policy to the Credit cards group.

Task 4: Configure and run a schedule and confirm recent interactions

In Next-Best-Action Designer, configure a scheduled run and confirm that records are added to the interaction history with Outcome value as Pending.

Note: In the Recurrence section, ensure that the Refresh the audience checkbox is selected. Also, ensure that the All outbound customers segment is selected as starting population.

Task 5: Schedule another run and confirm the run results

Run a new schedule and confirm that all the actions are suppressed.

 

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

Challenge Walkthrough

Detailed Tasks

1 Adjust the segment to select a maximum of 100 customers

  1. On the exercise system landing page, click Launch Pega InfinityTM to log in to Customer Decision Hub.
  2. Log in to Customer Decision Hub as a Decisioning Architect:
  3. In the User name field, enter DecisioningArchitect.
  4. In the Password field, enter rules.
  5. In the navigation pane of Customer Decision Hub, click Audiences > Segments.
  6. On the Segments landing page, click the All outbound customers segment.
  7. Click Check out to make changes.
  8. Click the Options and Schedule tab.
    Segment options and schedule
  9. In the Sampled Segment Options section, select Select a portion (sample) of criteria results.
  10. In the Select a maximum of _________ of the results field, enter 100.
    Samples segment options
    Note: Selecting the Select a portion (sample) of criteria results option ensures only a portion of customers that meet the criteria conditions for the segment is selected for the outbound schedule. In this case, a maximum of 100 qualified customers are selected from the segment.
  1. Click Check in to add check-in comments and save the changes.

2 Define an action-level contact policy

  1. In the navigation pane of Customer Decision Hub, click Next-Best-Action > Designer.
  2. Click the Constraints tab to view the existing contact limits and policies.
  3. On the Constraints tab, click Edit.
  4. In the Contact policy library section, click Add contact policy to add a new contact policy to the library.
    Add contact policy
  5. In the Add contact policy dialog box, enter the following information:
    1. In the Name field, enter 30-day action pending.
    2. In the Scope section, track Pending for the action within the past 30 days.
      Contact policy for pending action
  6. Click Submit to add the new contact policy to the library.
  7. In the 30-day action pending contact policy, define the following suppression policy:
    If 1 Pending for Outbound/Email THEN suppress the action for All channels for 60 days.
    30-day action pending contact policy fields
  8. Click Save to save the newly created contact policy.

3 Add the new contact policy to the Credit cards group

  1. In Next-Best-Action Designer, click Engagement policy.
  2. In the Business structure, click Grow / Credit cards.
  3. Click Edit to edit the engagement policy for the group.
  4. In the Customer actions section, to the right of the Contact policy, click the Gear icon to configure the contact policy for the group.
    Add contact policy to engagement tab
  5. In the Configure contact policy dialog box, to the right of the 30-day action pending tile, click Add..
    Add a policy
  6. Click Apply to confirm the selection.
  7. Click Save to save the changes.

4 Configure and run an outbound schedule and confirm recent interactions

  1. In Next-Best-Action Designer, click the Channels tab.
  2. In the Primary Schedule section, click the More icon, and then click Suspend to suspend the existing outbound schedule.
    Note: If the Primary schedule is in the Draft state, you can skip step 2.
  1. In the Channels section, click Edit to make changes.
  2. In the Recurrence column, click the Gear to configure a schedule run frequency.
    Configure primary schedule recurrence
  3. In the Start Date field, ensure that today's date is the selection with either the current time or a time in the past, and is in the US EST time zone.
  4. In the End section, ensure that No end date is the default selection.
  5. Ensure that the Refresh the audience checkbox is selected.
  6. Click Submit to save the outbound schedule and close the dialog box.
    Outbound Schedule
  7. In the Starting population column, confirm that the setting is All outbound customers.
  8. Click Save to save the changes to the Channels tab.
  9. In the Primary Schedule section, click the More icon, and then select Run to run the outbound schedule.
    Run a schedule
  10. Refresh the tab to see the latest status of the run.
    Note: The status then changes to Running when the schedule begins processing. An entry for upcoming runs is displayed in the Runs section.
  1. Once the run is complete, click the COMPLETED run row to view the run results.
    Outbound run results
  2. Expand Reports and then click Batch Execution Report to view the report.
    Open a batch execution report
  3. In the Batch Execution Results Report, select a customer whose profile you want to examine for recent interactions. In this case, 19.
    Outbound schedule run results
  4. In the upper-right corner of Customer Decision Hub, click Reports > Customer Profile Viewer to verify the interaction history records for a particular user.
    Open CPV
  5. In the Customer Profile Viewer window, in the Customer ID field, enter 19, and then click View to open the profile for Arnold.
    CPV Arnold
  6. In the profile for Arnold, review the recent interactions.
    Arnold recent interactions

5 Schedule another run and confirm the run results

  1. In the navigation pane of Customer Decision Hub, click Next-Best-Action > Designer.
  2. In Next-Best-Action Designer, click the Channels tab.
  3. In the Primary Schedule section, click the More icon and select Suspend to suspend the existing outbound schedule.
  4. Scroll up to the Channels section, and then click Edit to make changes.
  5. In the Recurrence column, click the Gear to configure a schedule run frequency.
  6. In the Configure outbound schedule dialog box, clear the Refresh the audience check box to target the same customers again.
    Refresh audience disabled
    Note: You clear the Refresh the audience checkbox to ensure that the system considers the same audience set from the previous run for the second run. In a real-life implementation scenario, the checkbox remains selected to ensure the system selects a set of customers based on the criteria specified.
  1. Click Submit, and then click Save.
  2. Scroll down to run the outbound schedule.
  3. In the Primary Schedule section, click the More icon, and then select Run to run the outbound schedule.
  4. Refresh the tab to view the latest status of the run.
  5. Once the run is complete, click the latest COMPLETED run row to view the run results.
    Outbound second run results
    Note: Because customers can qualify for more than one action, the second run results can output the same or fewer actions as the first run. This outcome occurs because the recently added suppression policy prevents actions in a pending state from being selected.
    For example, Customer 1 qualifies for Standard card and Rewards card, and Customer 2 qualifies for Premier Rewards card. If Customer 1 receives a Standard card and Customer 2 receives Premier Rewards card in the first run, the second outbound run suppresses the Standard card in pending status and then offer the Rewards card to Customer 1 and no cards to Customer 2.
  1. In the upper-right corner of Customer Decision Hub, click Reports > Customer Profile Viewer.
  2. In the Customer Profile Viewer window, in the Customer ID field, enter 19, and then click View to open the profile for Arnold.
  3. In Arnold's profile overview, review the recent interactions.
    Second schedule run result Arnold
    Note: A customer who received the Rewards Plus card offer in the first run now receives the Premier Rewards card offer in the second run. This outcome occurs because the system suppresses the Rewards Plus card with the pending status, and the other card for which the customer qualifies is displayed instead.

This Challenge is to practice what you learned in the following Module:

Available in the following mission:

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