Configuring payment plans

2 Tasks

10 mins

Pega Customer Service 8.8

Pega Customer Service '24.1

Visible to: All users

Beginner

Pega Customer Service 8.8

English

Scenario

U+Bank wants its CSRs to offer a new payment plan to customers who are in collections. The payment plan consists of four equal payments made over one month.

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

Role	User name	Password
Decisioning Architect	DecisioningArchitect	rules1234!
CSR	[email protected]	rules1234!

Your assignment consists of the following tasks:

Task 1: Create the Four equal payments collections action

Create an action with a payment plan consisting of four equal installments in the PayOffDebt group of the Collections business issue of Next-Best-Action Designer. Use the following properties:

Property	Value
CommissionPercentage	3
Frequency	WEEKLY
NumberOfPayments	4

Next, add an Agent Assisted Treatment to the action.

Task 2: Configure dynamic payment plan calculation

Modify the NBA_Collections_PayOffDebt_Account_Ext strategy so that it calculates the right amount for all the installments based on the Frequency property of the newly created action.

Task 3: Confirm your work

Initiate a demo call from Carmelita Williams, a customer whose account is in collections. Initiate the Schedule payment plan service request for that account, and then verify whether you can initiate the Four equal payments payment plan.

 

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

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

• Log In

Challenge Walkthrough

Detailed Tasks

1 Create the Four equal payments collections action

1. On the exercise system landing page, click Pega CRM suite to log in to Pega Customer Decision Hub™.
2. Log in as a Decisioning Architect:
   1. In the User name field, enter DecisioningArchitect.
   2. In the Password field, enter rules1234!.
3. In the navigation pane of Customer Decision Hub, click Next-Best-Action > Designer.
   
4. In Next-Best-Action Designer, click the Engagement policy tab.
5. On the Engagement policy tab, in the Business structure area, in the Collections business issue, select the Pay Off Debt business group.
   
6. Click Edit.
   
7. Expand the Account actions section.
8. In the Actions section, click More > Create action.
   
9. In the Action Record Configuration section, in the text box, enter Four payments, and then click Create and open.
10. In the Edit Action window, on the Details tab, in the Description field, enter Pay in four equal installments.
    
11. In the Benefits field, enter Bring account current in four equal installments and avoid additional fees.
12. In the Custom Attributes section, enter the following properties:
    1. In the CommissionPercentage field, enter 3.
    2. In the Frequency field, enter WEEKLY.
    3. In the NumberOfPayments field, enter 4.
       
13. Click the Treatments tab, and then click Add channel > Agent assisted.
    
14. In the Configure Agent Assisted Treatment dialog box, in the Agent Assisted Inbound section, click the Add icon, and then click Apply.
    
15. Click Save to create the Four equal payments action.

2 Configure dynamic payment plan calculation

1. In the navigation pane of Customer Decision Hub, click Intelligence > Strategies.
   
2. On the Strategies landing page, in the Search field, enter NBA_Collections_PayOffDebt_Account_Ext and then click View.
3. In the search results, in the NBA_Collections_PayOffDebt_Account_Ext row, click Actions > Open Canvas.
   
4. On the Strategy configuration page, click Check out.
5. On the Strategy canvas, double-click the Best Result decision data shape.
   
6. In the Set property properties dialog box, in the Define action, target, and source section, click Add item.
7. In the action configuration row, in the Target field, enter or select .Amount.
8. In the Source column, click the Build an expression icon.
   
9. In the expression builder, enter @if(.Frequency=="WEEKLY",@divide(Account.DelinquencyAmount,4),@if(.Frequency=="BI-WEEKLY",@divide(Account.DelinquencyAmount,2),Account.DelinquencyAmount)), and then click Submit.
   
10. Click Submit.
11. On the Strategy configuration page, click Save.
12. Click Check in.
13. In the Check In dialog box, in the Check-in comments field, enter Dynamic payment plan calculation configured.
14. Log out of Customer Decision Hub.

Confirm your work

1. On the exercise system landing page, click Pega CRM suite to log in to the Pega Customer Service™ application.
2. Log in to the Interaction Portal as a CSR:
   1. In the User name field, enter [email protected].
   2. In the Password field, enter rules1234!.
3. In the header of the Customer Service application, click New > Demo Interactions > Collections > Demo Card Coll – Williams to launch the customer interaction.
   
4. In the Incoming call window, click Accept to initiate the customer interaction.
5. Click Add task.
6. Double-click Schedule payment plan.
7. In the Schedule payment plan section, in the Payment plan menu, select the newly created Four payments plan.
   
8. In the Payment 1 section, in the Due date field, enter tomorrow's date.
9. In the Payment method menu, select Internal transfer.
10. In the Account to transfer from menu, select the available account.
11. Click Save, and then Apply to subsequent payments.
    
12. Click Next, and then click Confirm.
13. Ensure that in the Collection case details section of the Account composite, the status of the collections case is Active Payment Plan.
    

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

• Pega Customer Decision Hub for Collections v1
• Pega Customer Decision Hub for Collections v2

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Available in the following mission:

• Pega Collections v1