Defining customer engagement policies

5 Tasks

15 mins

Pega Customer Decision Hub 8.8

Pega Customer Decision Hub '24.1 Pega Customer Decision Hub '23 Pega Customer Decision Hub 8.7 Pega Customer Decision Hub 8.6 (English) Pega Customer Decision Hub 8.6 (Français) Pega Customer Decision Hub 8.5 Pega Customer Decision Hub 8.4

Visible to: All users

Beginner Pega Customer Decision Hub 8.8 English

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 engagement policies to ensure that customers receive only tailored relevant offers.

Following best practices, the business team categorizes the engagement policies into three groups:

• Eligibility rules, which are strict rules that represent 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 rules are not as strict as eligibility rules.
• Suitability rules, which represent what the business should and should not do ethically and empathetically. These rules are the least strict rules.

Some of the criteria apply to the entire Credit Card group, and some apply to specific actions. The detailed requirements are shown in the following tables:

Action	Type	Condition: 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 been a customer for less than or equal to 90 days
Rewards Plus & Premier Rewards	Suitability	Is not financially vulnerable

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

Role	User name	Password
Decisioning Architect	DecisioningArchitect	rules

Your assignment consists of the following tasks:

Task 1: Review the existing engagement policy conditions

Review the Next-Best-Action Designer settings to view the existing engagement policy conditions in the Grow > Credit cards node.

Task 2: Define group-level eligibility conditions

Define the eligibility conditions at the group level based on the business requirements. The following table provides the information you need to define the condition.

Action	Condition	Expression
All credit cards	Customer is at least 18 years or older	Age >= 18

Task 3: Define group-level applicability conditions

Define the applicability condition at the group level based on the business requirement. The following table provides the information you need to define the conditions.

Action	Condition	Expression
All credit cards	Customer does not have a credit card	Count of credit card accounts = 0

Task 4: Define action-level engagement policy conditions

Define the engagement policy conditions at the action level based on the business requirements. The following table provides the information you need to define the conditions.

Action	Condition	Expression
Standard & Rewards	Customer has been a customer for less than or equal to 90 days	Relationship length in days <= 90
Rewards Plus & Premier Rewards	Customer is not financially vulnerable	Is financially vulnerable = false

Task 5: Verify that customers Troy and Barbara get the right offers per their profiles

Verify that customers Troy and Barbara get the correct offers for their profiles. Use the information in the following tables for verification.

Customer	Is in Collections	Debt-to-Income ratio	Age	Relationship length in days	Count of credit card accounts	Is financially vulnerable
Troy	false	45	26	88	0	True
Barbara	false	35	32	364	0	False

Customer	Standard	Rewards	Rewards Plus	Premier Rewards
Troy	Y	Y
Barbara			Y	Y

 

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 Review the existing engagement policy conditions

1. On the exercise system landing page, click Pega CRM suite to log in to Customer Decision Hub.
2. Log in as a Decisioning Architect:
   1. In the User name field, enter DecisioningArchitect.
   2. In the Password field, enter rules.
3. In the navigation pane of the Customer Decision Hub, click Next-Best-Action > Designer.
4. In Next-Best-Action Designer, click Engagement policy to access the engagement policies for all issues and groups.
5. In Business structure, in the Grow section, click Credit cards to view the group-level engagement policy.
   
6. Expand the All actions section and confirm that the existing engagement policy conditions are part of the Financial Services framework.

Note: Financial services framework is the template environment of Customer Decision Hub. In All actions, you can examine the Engagement policies that already exist within the template.

2 Define group-level eligibility conditions

1. In the header of the Credit cards group, click Edit to edit the engagement policy of the group.
   
2. Expand Customer actions, and then in the Eligibility section, click the Add icon to define the group-level eligibility conditions.
   
3. In the first drop-down list, ensure that Customer is selected.
4. In the second drop-down list, enter or select Age.
5. In the third drop-down list, select is greater than or equal to.
6. In the fourth text entry field, enter 18.
   

3 Define group-level applicability conditions

1. In the Applicability section, click the Add icon to define the group-level eligibility conditions.
2. In the first drop-down list, ensure that Customer is selected.
3. In the second drop-down list, enter or select Count of credit card accounts.
4. In the third drop-down list, select is equal to.
5. In the fourth text entry field, enter 0.
   
    
6. Click Save to save the group-level engagement policy.
   

4 Define action-level engagement policy conditions

1. On the Engagement policy tab of Next-Best-Action Designer, in the Actions section, click Standard card to open the card offer details.
2. In the upper-right corner, click Check out to check out the card offer engagement policy conditions.
3. On the Details tab, in the Availability section, select Always.
   
   Note: An action that is set to Never means that the offer is unavailable for presentation to the customers.

4. Click the Engagement policy tab to define the action-specific engagement policy.
5. On the Engagement Policy tab, notice that the group-level engagement policy is displayed.
    
   
6. In the Eligibility section, click Add criteria to add the action-specific suitability criteria.
   
7. Similar to the group-level condition, enter the following condition:
   1. In the first drop-down list, ensure that Customer is selected.
   2. In the second drop-down list, enter or select Relationship length in days.
   3. In the third drop-down list, select is less than or equal to.
   4. In the fourth text entry field, enter 90.
      
       
8. In the action, click Check in to save the changes, and then enter a suitable comment when prompted.
9. Close the action to return to Next-Best-Action Designer.
10. On the Engagement policy tab of Next-Best-Action Designer, click Actions > Refresh to view the action-level engagement policy type added.
    
     
    
11. Repeat steps 1 through 10 to define engagement policies for the other actions. Use the information in the following tables:
    Note: For the Rewards, Rewards Plus, and Premier Rewards cards, set their availability to Always.

    Action	Type	Expression
    Standard & Rewards	Eligibility	Relationship length in days <=90
    Rewards Plus & Premier Rewards	Suitability	Is financially vulnerable=False

    Note: For the Rewards Plus and Premier Rewards cards, use suitability rules for the engagement policy.

12. On the Engagement policy tab of Next-Best-Action Designer, click Actions > Refresh to view the action-level engagement policy type added
     
    

5 Verify that customers Troy and Barbara get the right offers per their profiles

1. On the exercise system landing page, click U+ Bank to open the website.
   
2. On the main page of the website, in the upper right, click Log in to log in as a customer.
3. Log in as Troy, and then log out.
4. Log in as Barbara.
5. Verify that both Troy and Barbara see the correct offer based on the defined engagement policy based on the following tables:

   Customer	Is in Collections	Debt-to-Income ratio	Age	Relationship length in days	Count of credit card accounts	is financially vulnerable
   Troy	false	45	26	88	0	True
   Barbara	false	35	32	364	0	False

   Customer	Standard	Rewards	Rewards Plus	Premier Rewards
   Troy	Y	Y
   Barbara			Y	Y

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This Challenge is to practice what you learned in the following Module:

• Defining customer engagement policies v5

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Available in the following mission:

• Cross-Sell on the Web v5