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Use Case - Loading actions and web treatments

2 Tasks

30 mins

 Visible to: All users
Intermediate Pega Customer Decision Hub 8.8 Next Best Action English
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Scenario

The U+ Comms business team is ready to start implementation and has prepared the actions and treatments in a CSV file format. The project team met with stakeholders for initial discussions and decided to introduce new actions in three main categories to retain current customers and increase market penetration.

  1. Retain customers that are likely to churn with special benefits.
  2. Cross-sell different products and services to subscribers.
  3. Up-sell the postpaid contracts to existing prepaid contracts.
    Tip: A variation of this scenario exists in Creating actions.

 

You must initiate your own Pega instance to complete this Challenge.

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

Detailed Tasks

1 Other details

  1. Download the actions and treatments to your local drive. The following table shows the action and treatment files:
    File Business Objective

    Actions

    Retention-Mobile.csv
    Selling-CrossSell.csv
    Selling-Upsell.csv

    Treatments

    WebTreatments.csv
  1. Import actions into the Pega Customer Decision Hub™ into the corresponding issues and groups. Optionally, assign Thumbnail images to each action. The following table shows the list of actions, details, and thumbnail images:
    Action Business Objective Detail Thumbnail image

    Early Upgrade Special

    Retention

    The business wants to offer benefits to customers that are nearing the end of their contract with 3 months of free TV subscription upon renewal.

    webwb/EarlyUpgradeSpecial.png

    Samsung Galaxy Buds

    Cross-Sell

    The business wants to sell Samsung Galaxy Buds to customers who use android devices.

    webwb/SamsungGalaxyBuds.png

    Apple AirPods Pro

    Cross-Sell

    The business wants to sell Apple AirPods to customers who use iOS devices.

    webwb/ApplePods.png

    Protect Your Device

    Cross-Sell

    The business wants to encourage customers to take their Device insurance, particularly those customers with valuable devices.

    webwb/ProtectYourDevice.png

    Download Mobile App

    Cross-Sell

    The business wants to encourage customers to use the Self-Service App to reduce traffic to the Call Centre

    webwb/DownloadMobileApp.png

    Free Premium Handset

    Up-Sell

    The business wants to encourage customers currently on a Pre-pay contract, who have a large monthly outlay, to sign a premium post-pay contract.

    webwb/FreePremiumHandset.png
  1. Import the web treatments in Customer Decision Hub.
  2. Associate the web treatments to the corresponding actions in Customer Decision Hub.

2 Acceptance criteria

  1. Treatments are successfully imported.
  2. Actions are successfully imported to corresponding Issues/Groups.
  3. Each action is associated with the corresponding web treatments.

Available in the following mission:

Return to mission Continue mission
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