Configuring payment plans

3 Tasks

10 mins

Pega Customer Service '25

Pega Customer Service '24.1 Pega Customer Service 8.8

Visible to: All users Applies to: Pega Customer Service '25

Beginner

English

Scenario

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

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

Role	User name	Password
Decisioning Architect	DecisioningArchitect	rules
CSR	cscsr	password123!

Your assignment consists of the following tasks:

Task 1: Create the Two equal payments collections action

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

Property	Value
Frequency	Monthly
NumberOfPayments	2

Next, add an Inbound Call Center 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: Configure Customer Decision Hub

Enable settings in the CS application so that offers from CDH are displayed in the CS Interaction Portal.

Task 4: Confirm your work

Initiate a demo call from Steve Smith, a customer whose account is in collections. Initiate the Schedule payment plan service request for that account, and then verify whether you can select the Two 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 Two equal payments collections action

1. Log in to Pega Customer Decision Hub™ as a Decisioning Architect:
   1. In the User name field, enter DecisioningArchitect.
   2. In the Password field, enter rules.
2. In the navigation pane of Customer Decision Hub, click Next-Best-Action > Designer.
   
3. In Next-Best-Action Designer, click the Engagement policy tab.
4. On the Engagement policy tab, in the Business structure area, in the Collections business issue, select the Pay off debt business group.
   
5. Click Edit.
   
6. Expand the Account actions section.
7. In the Actions section, click More > Create action.
   
8. In the Action Record Configuration section, in the text box, enter Two payments, and then click Create and open.
9. In the Edit Action window, on the Details tab, in the Description field, enter Pay in two equal installments.
10. In the Benefits field, enter Bring account current in two equal installments and avoid additional fees.
11. In the Custom Attributes section, enter the following properties:
    1. In the Frequency field, enter Monthly.
    2. In the Number of Payments field, enter 2.
       
12. Click the Treatments tab, and then click Inbound > Inbound Call Center.
    
13. In the Configure Inbound Call Center Treatment dialog box, in the Agent assisted section, click the Add icon, and then click Apply.
    
14. Click Save to create the Two equal payments action.
15. Click Close (X) on top right.
16. Click Save in the Engagement policy tab.

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 the following expression, and then click Submit.   

@if(.Amount!=0,.Amount,@if(.Frequency=="Monthly",@divide(Account.DelinquencyAmount,.NumberOfPayments,2,"half_even"),Account.DelinquencyAmount))

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.

3 Configure Customer Decision Hub to present offers

1. On the exercise system landing page, click Pega Infinity to log in as a CS Application administrator:
   1. In the User name field, enter CSAppAdmin.
   2. In the Password field, enter password123!.
2. In the navigation pane, click Control Panel > Interactions > Suggestions.
3. To the right of Offers, click Continue.
4. Select the Allow agents to present other suggestions checkbox.
5. Select the Enable Customer Decision Hub for Customer Service checkbox.
6. Select 2 in the Other suggestions feature for agents dropdown list.
7. In the Customer Decision Hub URL field, replace the URL with the URL for your current practice environment.
   Note: The URL must have the format https://pega.XXXXXXXXXXXX.pegaenablement.com.

8. Click Save.
9. Log out of App Studio.

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