Creating a brand voice

4 Tasks

15 mins

Pega Customer Decision Hub '25

Pega Customer Decision Hub '24.2

Visible to: All users Applies to: Pega Customer Decision Hub '25

Beginner

English

Scenario

U+ Bank is cross-selling on the web by showing various credit cards to its customers. To enhance customer engagement and ensure consistent communication, U+ Bank decides to set global directives and establish a strong brand voice. The bank aims to reflect its core values of trustworthiness, innovation, and community in all its communications.

By using Pega 1:1 Operations Manager and Pega GenAI^TM, U+ Bank will create and enforce these guidelines to maintain a consistent and authentic brand voice across all customer interactions.

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

Role	User name	Password
Business User	BusinessUser	rules
Team Lead	TeamLead	rules

Your assignment consists of the following tasks:

Task 1: Create Global directives

As a Business User, submit a change request to create global directives and define the guidelines that will serve as the foundation for maintaining a consistent brand voice across all communications.

Task 2: Approve Global directives

As a Team Lead, review and approve the global directives to ensure they align with U+ Bank's communication guidelines.

Task 3: Create Brand voice

As a Business User, submit a change request to create a brand voice that reflects U+ Bank's personality and values, enhancing customer engagement and trust.

Task 4: Approve Brand voice

As a Team Lead, review and approve the brand voice to ensure it aligns with the U+ Bank's communication guidelines and core values.

 

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 Global directives

1. On the exercise system landing page, click Pega Infinity^TM to log in to 1:1 Operations Manager as a Business User:
   1. In the User name field, enter BusinessUser.
   2. In the Password field, enter rules.
2. In the navigation pane of 1:1 Operations Manager, click Brand voice to open the Brand voice landing page.
   
3. On the landing page, click Global directives tab.
4. Click Set up global directives.
   
5. In the Create global directives page, complete the details:
   1. In the Change request name, field, enter Create global directives.
   2. In the Completion date field, click the calendar icon, and then select a date in the future.
   3. In the Description field, enter Create global directives for U+ Bank communications.
   4. Click Submit to initiate the change request.
      
6. In the Create global directives task, click Add directive.
7. In the Add Directive form, add the directives:
   1. In the Category field, select Style.
   2. In the Directive field, enter Never refer to our organization as "The Best".
      
   3. Click Submit.
8. Repeat steps 7-8 to add the following directives:

   Category	Directive
   Style	Do not use contractions.
   Grammar	Always use sentence case.
   Compliance	The phrase 'U+ Bank' should have a trademark symbol next to it.
   Language	Do not use passive voice.

9. On the Create global directives task, click Submit to submit the change request.
   
10. In the upper-right corner, click the user profile image and then select Log off to log out of the application.

2 Approve global directives

1. Log in to 1:1 Operations Manager as a Team Lead:
   1. In the User name field, enter TeamLead.
   2. In the Password field, enter rules.
2. In the navigation pane of 1:1 Operations Manager, click Change requests.
3. On the Change requests landing page, click Create global directives to open the change request.
4. In the To do list, in the Get Approval task, click Go to open the task.
   
5. Review the global directives, enter comments, and click Approve.
   
6. Confirm that the change request status is RESOLVED-COMPLETED.
   
7. In the upper-right corner, click the user profile image and then select Log off to log out of the application.

3 Create Brand voice

1. Log in to 1:1 Operations Manager as a Business User:
   1. In the User name field, enter BusinessUser.
   2. In the Password field, enter rules.
2. In the navigation pane of 1:1 Operations Manager, click Brand voices to open the Brand voice landing page.
3. On the landing page, in the Brand voices tab, click Create brand voice.
   
4. In the Create brand voice page, complete the details:
   1. In the Change request name field, enter Create brand voice.
   2. In the Completion date field, click the calendar icon, and then select a date in the future.
   3. In the Description field, enter Create a brand voice for U+ Bank marketing emails and treatment generation.
   4. Click Submit to initiate the change request.
      
5. In the Define Attributes task, fill the details of the brand voice:
   1. In the Brand voice name field, enter Marketing.
   2. In the Language of the brand voice field, enter or select English (United States).
   3. In the Description of the brand voice field, enter This brand voice is to be used for all the marketing related content generation.
   4. Optional: Click Select icon, select an icon from the available icons and click Save.
   5. Click Show additional configuration to display more configurations.
   6. In the Issue field, select Grow.
   7. In the Group field, select Credit cards.
   8. In the Make band voice active for treatment generation field, ensure Yes is the default selection.
      
6. Click Next.
7. In the Analyze Content task, click Add content to be analyzed.
8. In the Add Content page, provide the following data:
   1. In the Type field, ensure Text is selected.
   2. In the Text field, enter A warm and hearty welcome to U-Plus Bank, where banking meets excellence, and your financial aspirations find a true partner. We are thrilled to have you on board as a cherished member of our banking family, and we look forward to serving you with dedication and commitment.
      
      As you embark on this banking journey with us, we want to assure you that U-Plus Bank is more than just a financial institution; we are your reliable companion in achieving your financial goals. Our core values revolve around transparency, innovation, and customer-centricity, ensuring that your experience with us is nothing short of exceptional.
      
      At U-Plus Bank, we understand that your financial needs are unique, and we are here to tailor our services to meet those specific requirements. Whether you are aiming to build a robust savings plan, explore mortgage options, or delve into investment opportunities, our team of seasoned professionals is ready to guide you every step of the way.
   3. Click Analyze.
      
      Tip: You can review the analysis and reanalyze if required. To reanalyze, click More icon and then click Re-Analyze.

9. Click Next.
10. In the Finalize voice section, in the Brand voice definition field, review the generated definition.
11. Optionally, click Re-formulate to regenerate the brand definition.
12. In the Test drive your brand voice section, in the prompt field, enter Show me a sample email content for a free bank account with a free $200 cash deposit when you deposit a $2000.
13. Ensure Apply global directives to sample field is selected.
14. Click Generate sample.
    
15. Review the generated response and click Submit to submit the change request.
16. In the upper-right corner, click the user profile image and then select Log off to log out of the application.

4 Approve brand voice

1. Log in to 1:1 Operations Manager as a Team Lead:
   1. In the User name field, enter TeamLead.
   2. In the Password field, enter rules.
2. In the navigation pane of 1:1 Operations Manager, click Change requests.
3. On the Change requests landing page, click Create brand voice to open the change request.
4. In the To do list, in the Get Approval task, click Go to open the task.
5. In the Approval section, review the brand voice.
6. In the Test drive your brand voice section, in the Prompt field, enter Draft a sample content for announcing a scheduled maintenance of internet banking services in 15 days.
7. Ensure Apply global directives to sample field is selected.
8. Click Generate sample.
   
9. Review the generated response, enter comments, and click Approve.
10. Confirm that the change request status is RESOLVED-COMPLETED.
11. In the upper-right corner, click the user profile image and then select Log off to log out of the application.

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Available in the following mission:

• Business Agility in 1:1 Customer Engagement v9