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Challenge

Exploring cross-sell on the web

3 Tasks

20 mins

Visible to all users
Beginner Pega Customer Decision Hub 8.7 English

Scenario

U+ Bank recently completed a project where customers who log in to their account page see credit card offers.
After login to the U+ Bank website, customers see the offers that they qualify for based on the engagement policies defined by the business.
The business team has classified the engagement policies into three groups:

  • Eligibility rules, which are the "hard" rules representing what is even possible to offer.
  • Applicability rules, which represent business practices that limit what to offer based on a customer's current situation but are not as "hard" as Eligibility.
  • Suitability rules, which are rules that are the least "hard" but represent what the business should and should not do ethically and empathetically.

Some of the criteria apply to the entire credit card group, and some apply to specific actions. The following table contains the list of the detailed requirements to implement:

Action Type Condition: Customer...

All credit cards

Eligibility

is at least 18 years old or older

All credit cards

Applicability

does not have a credit card

Standard & Rewards

Eligibility

has been a customer for a maximum of 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: Verify offers on the U+ website

Explore the behavior of the website and verify that customers Troy and Barbara receive the correct offers based on their profiles. Use the information in the following tables for verification.

Customer isCustomer Debt-To-Income ratio Age Relationship Length NumCreditCardAccount isFinanciallyVulnurable

Troy

False

45

26

88

0

True

Barbara

False

35

32

364

0

False

Task 2: Observe the profile of customer Troy

Get a clean snapshot of that customer's current state.

Task 3: Review the Next-Best-Action Designer configurations

Review the artifacts created in the portal of Pega Customer Decision Hub™ and the configurations created in the Next-Best-Action Designer:

  1. The Engagement policy tab of Next-Best-Action Designer, where all engagement policy rules are defined.
  2. The set of Actions and Treatments created for the Credit cards group, including the specialized engagement rules like applicability and suitability.
  3. The Arbitration tab and Channels tab of Next-Best-Action Designer.

 

Challenge Walkthrough

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



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