Using Pega Customer Decision Hub in Pega Customer Service

4 Tasks

5 mins

Pega Customer Service '25

Pega Customer Service '24.1

Visible to: All users Applies to: Pega Customer Service '25, Pega Customer Decision Hub '25

Beginner

English

Scenario

U+ Bank, a retail bank, wants to suggest offers from Pega Customer Decision Hub™ (CDH) in the Pega Customer Service™ (CS) Interaction Portal to drive cross-selling of credits cards to its customers. The bank wants to offer their Standard card credit card to customers whose lifetime value is above 300.

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

Role	User name	Password
Decisioning Architect	DecisioningArchitect	rules
CS Application Administrator	CSAppAdmin	password123!
Customer Service Representative	CSCSR	password123!

Your assignment consists of the following tasks:

Task 1: Create an action

Create an action called Standard card under the Grow issue and Credit cards group.

Task 2: Add an eligibility condition to the action

Add a condition that customers with a lifetime value of more than 300 are eligible for the created action.

Task 3: Add Agent-assisted channel to the action

Add the channel through which the action is to be presented to the customers.

Task 4: Enable Customer Decision Hub to present offers

Enable settings in the CS application so that offers from CDH are displayed in the CS Interaction Portal.

Task 5: Confirm your work

Ensure that the CSR is able to present offers from CDH to the customer in the Interaction Portal.

 

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

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

• Log In

Challenge Walkthrough

Detailed Tasks

1 Create an action

1. On the exercise system landing page, click Pega Infinity to log in as Decisioning Architect:
   1. In the User name field, enter DecisioningArchitect
   2. In the Password field, enter rules.
2. In Customer Decision Hub, in the navigation pane, click Content > Actions.
3. In the upper-right corner of the Actions workspace, click Create>Action.
4. In the Action Record Configuration section, enter Standard card as a short description.
5. In the Categorization section, select Grow in the Issue list, and Credit cards in the Group list.
6. Click Create and open.
7. On the Details tab of the Standard card, enter the following details:
   1. 0% APR and no annual fee in the Description field.
   2. 0% intro APR for 15 billing cycles. $0 intro balance transfer fee. No annual fee. in the Benefits field.
   3. webwb/StandardCreditCard.png in the Thumbnail image field.
   4. STANDARDCARD in the Key code field.
   5. Select Cards in the Category dropdown list.
   6. Select Visa in the Sub category dropdown list.
   7. 35 in the Business value field.
      

2 Add an eligibility condition to the action

1. Click the Engagement policy tab.
2. In the Eligibility section, click Add criteria.
3. Configure the condition to check if the customer lifetime value is greater than 300.
   

3 Add Agent-assisted channel to the action

1. Click the Treatments tab.
2. Click Add channel>Inbound>Inbound CallCenter.
3. In the Configure Inbound Call Center Treatment dialog box, click Add for Agent Treatment treatment.
4. Click Apply to apply the treatment.
5. Click Save to save the Action.
6. Log out from Customer Decision Hub.
    

4 Enable Customer Decision Hub to present offers

1. On the exercise system landing page, click Pega Infinity to log in as Customer Service application administrator:
   1. In the User name field, enter CSAppAdmin.
   2. In the Password field, enter password123!.
2. In the navigation pane, click Control Panel > Suggestions > Offers.
3. To the right of Offers, click Start or Continue. 
4. Select the Allow agents to present other suggestions checkbox.
5. Select the Enable Customer Decision Hub for Customer Service checkbox.
6. Select 2 in the Other suggestions feature for agents dropdown list.
7. In the Customer Decision Hub URL field, replace the URL with the URL for your current practice environment.

Note: The URL must have the format https://pega.XXXXXXXXXXXX.pegaenablement.com.

1. Click Save for the changes to take effect.
2. Log out of App Studio.

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

• Using Pega Customer Decision Hub in Pega Customer Service v2

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Available in the following mission:

• Customer Service Low-Code Developer v9