Using Pega Customer Decision Hub in Pega Customer Service

Pega Customer Decision Hub™ uses decision management and analytics to determine the right action for every customer. This module focuses on using this capability into the Pega Customer Service™ Interaction Portal by making timely and apt suggestions in the form of offers to the CSRs to create an improved and relevant customer experiences, empower business operations, and maximize revenue. These offers are unique combinations of engagement strategies and marketing operations capabilities which help in retention, cross-sell/upsell and more.

Beginner

English

After completing this module, you should be able to:

Describe Pega Customer Decision Hub basic concepts such Next-Best-Action Designer, actions, treatments, and engagement policies.

Explain the communication model between Pega Customer Service and Pega Customer Decision Hub.

Suggest offers from Pega Customer Decision Hub in Pega Customer Service.

Practice what you learned in the following Challenge:

Using Pega Customer Decision Hub in Pega Customer Service v1

Available in the following mission:

Customer Service Low-Code Developer v8

Topics

Pega Customer Decision Hub basics

5 mins

Pega Customer Service and Pega Customer Decision Hub Integration

5 mins

Suggesting offers with Pega Customer Decision Hub

5 mins

Module Quiz

5 mins