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Action hierarchy

Customer action introduction

In Pega Customer Decision Hub™, next-best-action customer recommendations can take many forms, such as a banner advertisement, a retention offer, or a service message. Learn how to recognize different types of actions in your organization and organize similar actions into action groups.

Actions in your organization

Click the Play icon to learn about customer actions and how to organize them.

Full-screen mode is available in the lower right of the interaction.

Customer action properties

Every customer action has properties that define its characteristics. 

In the following image, click the + icons to identify the valid properties of customer actions.

Business hierarchy

In Pega Customer Decision Hub, customer actions apply to various business issues and are organized into a three-level hierarchy. The business issue is the purpose of the actions that you offer to your customers. Each action that you prepare for your customers is associated with an issue and a group. Because of the association, you must always define the hierarchy before creating actions.

Business hierarchy

In the following image, click the + icons to learn more about the three-level hierarchy. Then, check your knowledge with the following interaction.

Customer actions and renaming

Pega Customer Decision Hub uses the default term actions to refer to messages delivered during customer interactions. If needed, you can change the term actions to a more appropriate term. For example, actions under a Loans group (Sales issue) can be changed to Loan offers whereas actions under a Loans group (Retention issue) can be changed to Loan loyalty program.

In the center of the following image, slide the vertical line to view a sample hierarchy with renamed actions. Then, check your knowledge with the following interaction.

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