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Pega Customer Decision Hub Essentials

This course is for business users who are responsible for developing Next-Best-Action decision strategies.

Gain greater understanding of the key features, capabilities and benefits of the Pega Customer Decision Hub™ in this course. Learn how to create a decision strategy from scratch and how decision components such as PropositionData, Filter, Prioritization, AdaptiveModel, Group-by, InteractionHistory are used to create real-life decision strategies to render relevant banners on a web channel.


  • None

What you'll learn

By the end of this course, you will be able to successfully:

  • Describe how AI and Next-Best-Action is used to optimize 1:1 customer engagement.
  • Use predictive and adaptive analytics models to predict customer behavior.
  • Design and build decision strategies for real-life scenarios.

Course Outline

  1. Course introduction

    • Before you begin
  2. Customer Decision Hub overview

    • Tell me about the Next-Best-Action paradigm
    • Tell me about 1-to-1 Customer Engagement
  3. Optimizing the customer value in the contact center

    • Show me how Next-Best-Action is used in a contact center
    • Show me how to use Next-Best-Action designer
    • Let me replace an offer in the contact center
  4. Defining and managing propositions

    • Tell me how to define propositions in my organization
    • Show me how to manage propositions
    • Challenge me creating new propositions
  5. Authoring Next-Best-Action decisions

    • Tell me about Next-Best-Action Designer
    • Show me the Next-Best-Action Designer hierarchy
    • Tell me about a web marketing scenario
    • Show me how to display an offer on a website
    • Tell me about offer eligibility
    • Show me how to configure offer eligibility
    • Tell me about offer prioritization
    • Show me how to prioritize offers
  6. Configuring NBA designer for real-life scenarios

    • Tell me about U+Bank web marketing scenario
    • Let me add eligibility rules
    • Let me prioritize offers based on customer interest
    • Let me display an offer on a web site
  7. Defining proposition eligibility rules

    • Tell me what is product eligibility
    • Show me how to define proposition eligibility criteria
    • Challenge me creating and using a When rule
    • Show me how to extend a Proposition Filter rule
  8. Course Summary

    • Before you leave

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  • Skill Level


  • Duration

    1.5 days

  • Platform Version


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