Use Case - Testing the engagement policies
2 Tasks
45 mins
Intermediate
Pega Customer Decision Hub 8.8
Next Best Action
English
Scenario
The Decisioning Architect imported the subscription, account, and product holding data that is required for unit testing through data jobs and manual import. The business team shared the following matrix for unit testing of the engagement policies. This matrix shows which actions are eligible for specific subscriptions.
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Actions/Engagement Policy Matrix |
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Selling/CrossSell |
Retention/ Mobile |
Selling/Up Sell |
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SubscriptionID |
ProtectYourDevice |
SamsunGalaxyBuds |
DownloadMobileApp |
AppleAirPodsPro |
EarlyUpgradeSpecial |
FreePremiumHandset |
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1111111111 |
x |
x |
x |
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2222222222 |
x |
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|
x |
x |
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2222222223 |
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|
x |
x |
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3333333333 |
x |
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|
|
|
x |
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4444444444 |
|
x |
x |
|
x |
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5555555555 |
x |
x |
x |
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5555555556 |
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|
x |
x |
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5555555557 |
|
x |
x |
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|
x |
Tip: A variation of this scenario exists in Testing next-best-action configuration with persona testing.
Detailed Tasks
1 Other details
- Use Customer Profile Viewer to verify that each subscription is eligible for the corresponding actions. If the subscription is not eligible for the specified action, identify the reason, and then manually update the data as necessary to ensure that the subscription becomes eligible for the action.
Note: Impact Analyzer in Pega Customer Decision Hub shows the overall health of the system and highlights opportunities for improvement. It allows you to challenge your actions against five different control groups to check if they are configured optimally and bring you the most benefit according to your business objectives. In some cases, a subscription/customer may be put in an experiment that measures the performance of engagement policies. When a subscription is marked with this experiment type, applicability and suitability rules are not applied to that subscription.
- Once the subscriptions meet the requirements and are eligible to receive the listed actions, create a new persona for the subscriptions by using Customer Profile Viewer. To create the test persona, use the following details:
- Direction: Inbound
- Channel: Web
- Real-Time container: Next best action
2 Acceptance criteria
- Each action is eligible for the corresponding subscriptions based on the table provided in the scenario.
- A persona is created for each subscription.
Available in the following mission:
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