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Pega Customer Decision Hub learning paths

Pega Customer Decision Hub learning can be approached from different angles. You will see how to start and progress across various Pega Academy missions depending on your role and needs. The learning path is specific to the role you choose, while the missions are specific for the two different phases in a 1:1 Customer Engagement project: the Implementation phase and the Business-as-Usual phase.

Video

1:1 Customer Engagement roles

In the following figure, click the + icons to learn more about the 1:1 Customer Engagement roles:

Enablement path for implementation roles

In the following figure, click the + icons to learn more about the enablement path for implementation roles:

Enablement path for business-as-usual roles

In the following figure, click the + icons to learn more about the enablement path for business-as-usual roles:

Transcript

A 1:1 Customer Engagement implementation project consists of two phases: the Implementation phase, which takes place before launch, and the Business-as-Usual (BAU) phase, which usually occurs after the system goes live. Both phases involve specific roles that are responsible for configuring the system.

The Implementation phase includes the System Architect, Decisioning Architect, and Data Scientist roles. In the Business-as-usual phase, the roles involved are Team Lead, Next-Best-Action Analyst, Next-Best-Action Specialist, Next-Best-Action Designer, and the same Data Scientist who participates in the Implementation phase.

Depending on the role that you wish to pursue, you might want to consider different learning paths in Pega Academy. First, you learn about the current Pega Academy Missions that teach individual tasks specific to each phase. Later, you discover the Pega Academy Missions that are most relevant for each role. Click the info icon next to a role to see the details, or click play to continue.

The Pega Customer Decision Hub Foundation mission provides a solid base as a starting point for all customer engagement-related missions. This mission provides an overview of the 1:1 customer engagement paradigm and various use cases, such as next-best-actions in contact centers and next-best-actions on digital channels.

The mission also emphasizes the benefits of using AI in the Pega Customer Decision Hub. This mission helps learners understand the basics of Pega Customer Decision Hub and how you can use Customer Decision Hub in different scenarios.

First, begin by exploring Pega Academy Missions that cover tasks that typically occur during the Implementation phase on the Development environment.

The Preparation for 1:1 Customer Engagement mission guides you through the creation and key configurations of a CDH implementation application. Completing this mission results in a fully configured Development environment where the Decisioning Architect can begin working on the Cross-Sell on the Web mission.

The design of the Cross-Sell on the Web mission provides a functional understanding of the Next-Best-Action Designer and how to use it to show next best actions on the web.

The Cross-Sell on the Web Extended mission builds on the fundamental skills and knowledge that you acquire in the base version and provides a more in-depth detail about how to create complex customer engagement rules by using decision strategies.

The Always-On Outbound Customer Engagement mission is the next step in learning how to use the Next-Best-Action Designer for outbound customer engagement, such as sending next-best-actions through an email channel.

The AI in 1:1 Customer Engagement mission covers Prediction Studio, which is a dedicated workplace for Data Scientists to control the life cycles of predictions and the predictive models that drive them.

Once the application reaches maturity and is ready for change management, it is migrated to the Business Operations Environment (BOE), and the Business-as-Usual phase begins, which often coincides with the post-go-live phase.

The tasks specific to the Business-as-Usual phase are designed to function in the BOE where the content team manages ongoing business changes and conducts simulations.

Deployment Manager for 1:1 Customer Engagement mission is for technical users to learn about how to create and use enterprise application pipelines to push initial applications from development to higher environments and business content changes from the BOE environment to higher environments through business change pipelines.

The Business Agility in 1:1 Customer Engagement mission is for business users, line of business (LOB) heads, marketing operations personnel, or anyone looking to understand how to implement business changes in Pega Customer Decision Hub.

The 1:1 Customer Engagement Optimization mission empowers business users by providing them with the knowledge and tools to run simulations, which enables them to evaluate the potential impact of changes before their implementation in production. This mission not only guides you through the creation and running of simulations but also helps you identify underserved customers and detect ethical bias by using simulations to increase effective customer engagement. The AI in 1:1 Customer Engagement mission features several modules tailored to provide Data Scientists with a comprehensive understanding of the tasks and processes involved in the BOE environment. These modules cover the prediction and model life cycle, how to replace predictive models using shadowing through the MLOps process, and how to monitor predictions effectively for accuracy and performance.

This diagram is an overview of the enablement path for the Implementation phase for specific roles. Click the info icon below a badge to see mission details. Click the pop-up window to go to the course, or click play to continue.

This diagram is an overview of the enablement path for the Business-as-usual phase for specific roles. Click the info icon below a badge to see mission details. Click the pop-up window to go to the course, or click play to continue.


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