Exploring next-best-action in a contact center

1. On the exercise system landing page, click Pega CRM suite to log in to Customer Decision Hub.
2. Log in to Pega Customer Service as a CSR:
   1. In the User name field, enter CACSR.
   2. In the Password field, enter password12345!.
3. In the header of Customer Service, click New > Demo Screen Pops > Demo Pop - CONNOR to simulate a phone call with Sara Connor.
   
4. Click Accept to accept the incoming call.
   The composite view for Sara Connor is displayed.
   
5. In the lower-left corner, click the offer displayed.

The highest recommended action, a top offer, is presented to Sara Connor in the lower-left corner.
Due to system initialization, it takes time for the tasks and the offer to display. If you still do not see the offer loaded, initiate another interaction. Loading of the tasks and the offer is faster on subsequent interactions.
 

1. In the Reject list, select Present next suggestion.
    
   
   
   When a customer is not interested in the suggested top offer and wants to learn about the next suggestion, clicking Present next suggestion displays the second top offer for CSR to present to the customer.
2. Click Accept to record a positive customer response.
3. Click Submit to complete the offer signup.
4. Click Close to complete the offer fulfillment.
5. In the upper-right corner, click the user icon, and then select Log out to log out.

1. Log in to Customer Decision Hub as a Decisioning Architect:
   1. In the User name field, enter DecisioningArchitect.
   2. In the Password field, enter rules.
2. In the upper-right corner, click the Reports icon, and then click Customer Profile Viewer.
   
3. In the Customer Profile Viewer window, in the Customer Name field, enter or select Sara Connor, and click View.
   
4. Observe the details on the profile for Sara, such as the Customer ID, Email address, and risk profile.
   
5. On the Overview tab, review the current state of the customer:
   1. In the Demographics section, review the details about Sara that are relevant to the purposes of the business, such as gender, age, and income, as shown in the following figure:
      
   2. In the Customer journeys section, confirm that the message No active journey for this customer is displayed
      Customer journeys are a sum of the experiences that your customers go through. Because there is not enough data available, the message is displayed.
      
   3. In the Suppressed actions section, confirm that the message No suppressed actions for this customer is displayed.
      
   4. In the Recent interactions section, confirm that Sara received two credit card offers.
      In task 1, you logged in as a CSR and presented credit card offers to Sara. The Recent interactions reflects that information.
      
   5. Click an interaction to open the details.
   6. In the Interaction details dialog box, observe all the details of that interaction such as priority, propensity, and interaction time, as shown in the following figure:
      
   7. Close the Interaction details dialog box.
6. In the profile of Sara, click the Next best actions tab, and then set up the details to check the propensity:
   1. In the Direction list, select Inbound.
   2. In the Channel list, select Call center.
   3. In the Real-time container list, select NextBestAction.
   4. Select Show only decision results that will be delivered, and then click Make decision as shown in the following figure:
      
7. On the All results tab, click Density > Full Content to display the view the full action names.
   
8. Confirm that Sara is eligible for four credit cards:
   • Standard card
   • Rewards card
   • Rewards Plus card
   • Premier Rewards card
     The rank of the Rewards card is 1; as a result, the Rewards card is displayed as a top offer for the CSR to present to Sara, as shown in the following figure: