Configuring payment reminders

4 Tasks

20 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 is implementing an automated payment reminder system using Pega Collections™. The objective is to send timely reminders to customers who have not paid their bills within one day before the due date. The reminders will be delivered through email using Pega Customer Decision Hub™. As a Decisioning Architect, configure the payment reminder Action and define the necessary settings to ensure that customers receive notifications well in advance.

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

Role	User name	Password
Decisioning Architect	DecisioningArchitect	rules1234!

Your assignment consists of the following tasks:

Task 1: Create the Early reminder 1D Action

On the Engagement policy tab of the Next-Best-Action Designer, in the Collections group and Pre collection issue, create the Early reminder 1D Action. Configure the Action's eligibility criteria to only accounts with the due date of tomorrow. Add an Email treatment to the Action.

Task 2: Configure the Early reminder 1D Action flow

Create the flow for the reminder action consisting of a Send Email shape. Ensure that the shape uses the newly created Email treatment.

Task 3: Modify the due date of a select Account

To test the eligibility criteria set for the Early reminder 1D Action, modify the due date associated with the checking account of Aubree Solis. Set the Due date to tomorrow.

Task 4: Ensure the Email channel is enabled and configure a schedule run

On the Channels tab of Next-Best-Action Designer, ensure that the Email channel is enabled. Next, configure and initiate a scheduled run.

Task 5: Confirm your work

Use the Customer Profile Viewer to verify whether Customer Decision Hub has sent the reminder email to Aubree Solis.

 

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

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

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Challenge Walkthrough

Detailed Tasks

1 Create the Early reminder 1D 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, in the left-hand menu, 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 Pre collection 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 Early reminder 1D, and then click Create and open.
10. In the Edit Action window, on the Details tab, in the Description field, enter Early reminder, 1 day before the due date.
11. In the Key code field, enter ER1D.
12. Click the Engagements policy tab.
13. On the Engagements policy tab, in the Eligibility section, click Add criteria.
    
14. In the criteria configuration row, configure the following parameters:
    1. In the Select context list, enter Account.
    2. In the property list, enter Due date.
    3. In the comparator list, enter is equal to.
    4. In the property value field, click the configure icon, select Time period > Day > Tomorrow, and click Submit.
       
15. Click the Treatments tab.
16. On the Treatments tab, click Add channel > Email.
    
17. In the Configure Email Treatment dialog box, next to the Payment reminder email treatment, click Add.
18. Click Apply.
19. Click Save.

2 Configure the Early reminder 1D Action flow

1. In the Edit Action window, click the Flow tab.
2. Click Check out.
3. On the Flow tab, right-click the canvas and select Add > Send Email.
   
    
4. Double-click the Send Email shape to open its properties.
5. In the Send Email properties dialog box, ensure that the Use associated treatment radio button is selected.
6. Disconnect the Start shape from the End shape.
7. Drag the Start shape connector to the Send Email shape.
8. Connect the Send Email shape with the End shape.
   
    
9. Click Check in.
10. In the Check In dialog box, in the Check-in comments section, enter Action flow updated.
11. Click Submit.

3 Modify the due date for the account of Aubree Solis

1. In the navigation pane of Customer Decision Hub, in the left-hand menu, click Data > Profile Designer.
   
2. In the Profile Designer window, in the Account section, click the Account data source.
   
3. In the Data Set window, click the Records tab.
4. On the Records tab, in the search field, enter the number of Aubree Solis' account, 3106009816, and then click the Search icon.
   
5. In the search results, scroll to the right and locate the Due date column.
6. In the Due date field, enter tomorrow's date.
   

4 Ensure the Email channel is enabled and configure a schedule run

1. In the navigation pane of Customer Decision Hub, in the left-hand menu, click Next-Best-Action > Designer.
2. In Next-Best-Action Designer, click the Channels tab.
3. On the Channels tab, click Edit.
4. Ensure that the Email channel is enabled.
   
5. In the Primary Schedule section, in the Recurrence area, click the Gear icon to schedule the frequency of the run.
   
6. In the Recurring by section, select Every day.
   
7. In the Start section, click the calendar icon.
   
8. Set the time to the current time in the US EST time zone.
   
9. Click Today to populate today's date as the Start date.
   
10. In the End section, ensure that No end date is selected.
11. Select the Refresh the audience checkbox to ensure that the latest customer information is always used when running the schedule.
12. Click Submit.
    
13. On the Channels tab, in the Primary schedule section, in the Starting population area, click the Gear icon to select the customers who are qualified to receive the outbound message.
    
14. In the Configure Audience dialog box, next to the All outbound customers audience, click Add.
    
15. Click Apply.
16. At the top of the Channels tab, click Save.
17. In the Primary Schedule section, click More > Run to initiate the outbound schedule.
    
    Note:
    When you refresh the tab, the status changes to Running when it starts processing. An entry for upcoming runs appears in the Runs section.
18. Click Action > Refresh to see the latest status of the run.
    Note:
    The run takes several minutes.
19. Once the run is complete, click COMPLETED to view the results. Ensure that the completed run has generated at least one result.

Confirm your work

1. In the upper-right corner of Customer Decision Hub, click the Reports icon, and then select Customer Profile Viewer.
   
2. In the Customer Profile Viewer window, in the Customer ID field, enter PEGASAFS-WORK-CONTACT CON-7835, and then click View to open the profile of Aubree Solis.
3. On the Overview tab of Aubree Solis' profile, in the Recent interactions section, ensure that you can see today's EarlyReminder1D interaction.
   

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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