Defining customer engagement policies
4 Tasks
15 mins
Scenario
U+ Bank has recently completed a pilot project where customers see a single offer, the Standard card offer, when they log in to their account page on the bank website.
The business team now wants to introduce three more credit card offers and implement some engagement policies to ensure that the customers get only tailored relevant offers.
Following Pega best practices, the business team has classified the engagement policies into three groups:
- Eligibility rules, which are strict rules representing what it is possible to offer.
- Applicability rules, which represent business practices that limit what to offer based on a customer’s current situation. These are not as strict as eligibility rules.
- Suitability rules, which represent what the business should and should not do ethically and empathetically. These are the least strict rules.
Some of the criteria apply to the entire Credit Card group, and some apply to specific actions. Here are the detailed requirements:
| Action | Type | Condition: Customer… |
|---|---|---|
| All credit cards | Eligibility | is a valid U+ Bank customer |
| All credit cards | Eligibility | is at least 18 years or older |
| All credit cards | Applicability | does not have a credit card |
| Standard & Rewards | Eligibility | has recently onboarded |
| Rewards Plus & Premier Rewards | Suitability | has a credit score greater than 400 |
Use the following credentials to log in to the exercise system:
| Role | User name | Password |
|---|---|---|
| Decisioning Analyst | CDHAnalyst | rules |
Your assignment consists of the following tasks:
Task 1: Define group-level eligibility conditions
Define the eligibility conditions at the group level, per the business requirements. The following table provides the information you need to define the conditions.
| Action | Condition: Customer… | Property |
|---|---|---|
| All credit cards | is a valid U+ Bank customer | isCustomer is true |
| All credit cards | is at least 18 years or older | Age >= 18 |
Task 2: Define group-level applicability conditions
Define the applicability condition at the group level, per the business requirement. The following table provides the information you need to define the conditions.
| Action | Condition: Customer… | Property |
|---|---|---|
| All credit cards | does not have a credit card | Has Cards = N |
Task 3: Define action-level engagement policy conditions
Define the engagement policy conditions at the action level, per the business requirements. The following table provides the information you need to define the conditions.
| Action | Condition: Customer… | Property |
|---|---|---|
| Standard & Rewards | has recently onboarded | LifeCyclePeriod = Onboard |
| Rewards Plus & Premier Rewards | has a credit score greater than 400 | CreditScore > 400 |
Task 4: Verify that customers Troy and Barbara get the right offers per their profiles
Verify that customers Troy and Barbara get the right offers per their profiles. Use the information in the following tables for verification.
| Customer | isCustomer | Age | Has Cards | LifeCyclePeriod | CreditScore |
|---|---|---|---|---|---|
| Troy | true | 26 | N | Onboard | 200 |
| Barbara | true | 32 | N | Retain | 450 |
| Customer | Standard | Rewards | Rewards Plus | Premier Rewards |
|---|---|---|---|---|
| Troy | Y | Y | ||
| Barbara | Y | Y |
Challenge Walkthrough
Detailed Tasks
1 Define group-level eligibility conditions
- Log in as a Decisioning Analyst with user name CDHAnalyst and password rules.
- In the navigation pane on the left, click Next-Best-Action > Designer.
- Click Engagement policy.
- In the Business structure section, click the CreditCards group to view the engagement policy for the group.
- Click Edit to edit the engagement policy of the group.
- In the Eligibility section of the engagement policy, click the Add icon to begin defining the group-level eligibility conditions.
- In the first drop-down list, ensure that Customer is selected.
- In the second drop-down list, enter the property name isCustomer or select it from the list.
- In the third drop-down list, select is true.
- Click the Add icon to add a second row where you can define the second condition.
- Define the second condition: Age is greater than or equal to 18
2 Define group-level applicability conditions
- While still in the edit mode of the engagement policy, define the Applicability condition: Has Cards is equal to N
Tip: Instead of typing in the value, you can use the Gear icon > Existing values option to select a valid value.
- Click Save to save the group-level engagement policy.
3 Define action-level engagement policy conditions
- In the Next-Best-Action Designer Engagement policy tab, scroll down to the Offers section.
- In the Offers section, click Standard card to open the card offer details.
- In the upper right, click Check out to check out the group-level conditions.
- Click the Engagement policy tab to define the action-specific engagement policy.
In the Engagement Policy tab, notice that the group-level engagement policy is visible.
- In the Eligibility section, click Add criteria to add the action-specific eligibility criteria.
- Similar to the group-level condition, enter the following condition: LifeCyclePeriod is equal to Onboard
- In the action, click Check in to save the changes and provide a suitable comment when prompted.
- Close the action to return to the Next-Best-Action Designer.
- Back in the Engagement policy tab of the Next-Best-Action Designer, click Actions > Refresh.
- Repeat the steps 1-9 to define engagement policies for the other actions. Use the information in the following tables:
Action Type Condition: Customer… Standard & Rewards Eligibility has recently onboarded Rewards Plus & Premier Rewards Suitability has a credit score greater than 400 Condition: Customer… Property has a credit score greater than 400 CreditScore > 400 Note: For Rewards Plus and Premier Rewards cards, use suitability rules for the Engagement Policy.
4 Verify that customers Troy and Barbara get the right offers per their profiles
- From the landing page of the exercise system, click U+ Bank to open the website.
- On the main page of the website, on the top right, click Log in to log in as a customer.
- Log in as Troy, and then log out.
- Log in as Barbara.
- Verify that both Troy and Barbara see the correct offer based on the defined engagement policy. Use the information in the following tables for verification.
Customer isCustomer Age Has Cards LifeCyclePeriod CreditScore Troy true 26 N Onboard 200 Barbara true 32 N Retain 450 Customer Standard Rewards Rewards Plus Premier Rewards Troy Y Y Barbara Y Y
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