Creating a one-time action

7 Tasks

25 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. However, the bank has scheduled a significant maintenance activity to upgrade its online banking infrastructure to enhance security and improve performance. This maintenance will result in a complete service outage of the online banking system for 6 hours on a Saturday night from 11 PM to 5 AM.

Given the critical nature of online banking services and the potential impact on customer satisfaction, U+ Bank decides to send a One-Time Action communication to all affected customers to inform them about the planned outage well in advance. The bank aims to ensure that customers are aware of the downtime and can plan their banking activities accordingly.

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

Role	User name	Password
Business User	BusinessUser	rules
Team Lead	TeamLead	rules
NBA Specialist	NBASpecialist	rules
Revision Manager	RevisionManager	rules

Your assignment consists of the following tasks:

Task 1: Create a change request to create a new one-time action

As a Business User, submit a change request of the Emergency type to create a new action that communicates to all customers to inform them about the planned service outage.

Task 2: Prioritize the created change request

As a Team Lead, assign a rank of 1 to the change request that the Business User submits.

Task 3: Complete the action build tasks

As an NBA Specialist, complete the various build tasks to create the one-time action in the change request:

• Define attributes.
• Set audience.
• Define treatments.
• Set delivery.

Task 4: Test and validate artifacts

As an NBA Specialist, test and validate all the generated artifacts.

Task 5: Complete the one-time action

As a Team Lead, review the artifacts generated for the one-time action and approve them.

Task 6: Deploy changes to production

As a Revision Manager, deploy the promoted changes to the production environment.

Task 7: Verify the newly created action in Outbound schedules landing page

As a Team Lead, verify the newly created one-time action in Outbound schedules landing page.

 

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 a change request to introduce a new one-time action

1. On the exercise system landing page, click Pega Infinity^TM to log in to 1:1 Operations Manager.
2. Log in as a Business User:
   1. In the User name field, enter BusinessUser.
   2. In the Password field, enter rules.
3. In the navigation pane of 1:1 Operations Manager, click Create > Action to create a request for a new offer.
   
4. In the Create action dialog box, select the Emergency action type and complete the details about the change request:
   1. In the Change request name field, enter Service Outage Notification.
      Note: The entry represents the name of the change request, not the name of the action.
   2. In the Completion date field, click the Calendar icon, and then select a date in the future.
   3. In the Description field, enter Notify all affected customers about the planned online banking service outage from 11 PM to 5 AM on 31st August, Saturday night due to essential maintenance for security and performance upgrades.
   4. In the Are you making this change to fix a production defect? section, select the Yes radio button.
      
   5. Click Create.

5. In the change request, in the To do list, in the Define attributes task, click Go to define the action attributes.
6. In the Define attributes window, in the Define attributes section, complete the following details:
   1. In the Name field, enter Service Outage Notification.
      Note: The Business issue and Group will always be automatically set as One-time Action.
   2. In the Description field, enter Notify all affected customers about the planned online banking service outage from 11 PM to 5 AM on 31st August, Saturday night due to essential maintenance for security and performance upgrades.
   3. Click Continue.

7. In the Set audience section, complete the following details: 
   1. In the Who would you like to communicate to? section, confirm that Select an existing audience is the default selection.
   2. In the Audience list, select All outbound customers.
   3. Ensure the Refresh audience when the Action is sent is selected by default.
      
8. Click Continue to define the treatment details.
   Note: In the Define treatments stage of One-time actions, there are two Treatments predefined: Email and SMS. The treatments are predefined as a result of the Emergency tile selection in an earlier stage of the Change request creation process.

9. In the Email section, in the Treatment name field, enter Service Outage Notification Email.
10. In the Language field, enter or select English (United States).
11. In the Key code field, enter OTAE01.
12. Click AI options>Configure under the Subject line text box, to configure the subject line.
13. In the Configure AI window complete the following details:
    1. In the Principle list, select Cialdini's principle of consistency.
    2. In the Field description, enter Planned maintenance activity that results in service outage from 11 PM to 5 AM on 21st September, Saturday.
    3. Click Generate to generate the results.
14. Validate the message generated by the AI.
    Note: The message generated by the AI may differ depending on the environment. You can also generate the offer image using Pega GenAI. However, the Image generation requires an additional configuration.
15. You can regenerate, shorten, or elaborate on the message by clicking AI options > Re-generate or Elaborate or Shorten or Configure.
16. Optionally, generate Headline text box.
    Note: You can also write the message.
17. Under the Offer message text box, click AI options>Configure, to configure the details for Pega GenAI™.
    
18. In the Configure AI window complete the following details:
    1. In the Principle list, select Cialdini's principle of consistency.
    2. In the Field description, validate the description.
    3. Click Generate to generate the results.
19. Delete the SMS message section.
    
20. Click Continue.
21. In the Set Delivery section, in the When do you want this delivered? field, select the delivery date and time.
22. Validate the email treatment details and click Finish.
23. In the upper-right corner, click the user profile image, and then select Log off to log out of the application.

2 Prioritize the created change request

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 Service Outage Notification to open the change request.
4. In the change request, in the To do list, in the Rank change request task, click Go to open the rank change request section.
   
5. In the Rank change request section, in the Rank field, enter 1, and then click Submit.
   
6. In the To do list, in the Assign build stage peer-reviewers task, click Go to open the task.
7. Click Submit to skip the addition of peer reviewers to the change request.
8. In the upper-right corner, click the user profile image and then select Log off to log out of the application.

3 Complete the action build tasks

1. Log in to 1:1 Operations Manager as an NBA specialist:
   1. In the User name field, enter NBASpecialist.
   2. In the Password field, enter rules.
2. In the navigation pane of 1:1 Operations Manager, click Change requests.
3. In the list of change requests, click Service Outage Notification to open the change request.
   
4. In the To do list, in the Define attributes task, click the More icon, and then select Assign to myself.
5. In the Define attributes task, click Go.
6. In the Define attributes section, validate the details, and click Continue.
7. In the Set audience section, ensure All outbound customers is selected and click Continue.
8. In the Define treatments section, validate the email treatment details:
   1. In the Template type field, select DB.
   2. In the DB template field, select GenericDBTemplate.
      
   3. Click Continue.
9. In the Set delivery time section, validate the delivery date and time and click Finish.
10. In the change request, in the To do list, in the Generate artifacts from tasks task, click the More icon, and then select Assign to myself.
11. In the Generate artifacts from tasks task, click Go.
12. In the Generate artifacts from tasks section, review the completed tasks and click Generate.
    
    Note: The generation of artifacts might take a few minutes.

4 Test and validate artifacts

1. In the To do list, in the Test and validate artifacts task, click the More icon, and then select Assign to myself.
2. In the Test and validate artifacts task, click Go.
3. Review the generated artifacts and referenced rules for the One-time action, click Submit.
   
4. In the upper-right corner, click the user profile image, and then select Log off to log out of the application.

5 Complete the one-time action

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. In the list of change requests, click Service Outage Notification to open the change request.
4. In the Complete this one-time action task, click Go.
5. In the Complete this one-time action section, click Approve.
   
6. Confirm that the action status is RESOLVED-COMPLETED.
   
7. In the upper-right corner, click the user profile image, and then click Log off to log out of the application.

6 Deploy changes to production

1. Log in to Customer Decision Hub as a Revision Manager:
   1. In the User name field, enter RevisionManager. 
   2. In the Password field, enter rules.
2. In the upper-right corner of Customer Decision Hub, click the user icon, and then select Switch apps > CDH fast release.
   
   Note: By default, the Revision Manager logs in to CDH standard release app in the Customer Decision Hub.

3. In the navigation pane of Customer Decision Hub, click Revision Management to see the current revisions.
4. In the Revisions section, click Update business rules.
5. In the upper-right corner, click Actions > Deploy revision.
   
6. Enter a comment, and then click Deploy to view the merge status message and wait for deployment.
   
   Note: Notice that the business pipeline has Fast Release Business changes as the default selection.

7. Confirm that the screen refreshes by itself to indicate that the deployment is in progress. The status will continue to change from Queued for Deployment, Deploying and finally Test and activate. If the screen does not auto-referesh, on the top right, click on the refresh icon.
   
8. Once the status is Test & Activate, click Test or activate this revision to select the test users.
   
9. In the Test or activate the revision window, select Activate for all operators.
10. Click Submit and wait until the status of the revision is deployed.
    
11. Click Complete revision to finish the revision.
12. In the upper-right corner, click the user profile image, and then select Log off to sign out as the Revision Manager.

7 Verify the newly created action in Outbound schedules landing page

1. Log in to 1:1 Operations Manager as a Teamlead:
   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 Outbound schedules.
3. In the list of One-time action scheduled runs, ensure the deployment status of the Service Outage Notification action is DEPLOYED.
   

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Available in the following mission:

• Business Agility in 1:1 Customer Engagement v9