Free Pegasystems PEGAPCDC87V1 Practice Exam with Questions & Answers

 Engagement Policy Condition: For offering a Fiber Optic Cable package only to customers in towns with fiber optic availability, the best engagement policy condition to use is "Eligibility." Eligibility conditions are used to ensure that only customers who meet specific criteria (e.g., geographic location) are considered for the offer.

 Implementation: Define an eligibility condition in the engagement policy that checks whether the customer resides in a town with fiber optic cable availability.

 Understanding the Requirement:

The bank wants to suppress a group of mortgage offers if a customer ignores (does not click on) three offers within 15 days.

The suppression rule needs to be defined for the web channel.

 Configuring Suppression Rule:

The suppression rule must track the number of impressions (views) and check if there are no clicks.

It needs to be configured to act after three such impressions over a specific time period (15 days).

 Steps to Configure:

Define the group of mortgage offers as a single entity.

Set up the suppression criteria to trigger after three impressions without clicks for the web channel.

Configure the suppression period to be 15 days.

 Verification from Pega Documentation:

According to Pega's guidelines on adding tracking periods and suppression rules, this configuration accurately reflects the bank's requirements.

When a customer is offered an action they have already accepted, it is typically because the decision strategy has not been configured to exclude such offers:

Strategy Customization:

Step 1: Ensure that the decision strategy includes logic to filter out actions that the customer has already accepted.

Step 2: Use customer interaction history to identify previously accepted offers and exclude them from the list of eligible actions.

Implementation Steps:

Step 1: Add a filter component in the strategy to check the customer’s interaction history for accepted offers.

Step 2: Configure the filter to exclude any actions that match the accepted offers.

Step 3: Connect this filter to the rest of the strategy to ensure that only new or unaccepted actions are considered.

Benefits:

Customizing the strategy to exclude previously accepted offers improves customer experience by preventing redundant or irrelevant offers.

It ensures that customers are always presented with new and relevant opportunities, enhancing engagement and satisfaction.

Example:

If a customer has already accepted a credit card offer, the strategy should filter out this offer in future interactions to avoid presenting the same offer again.

References:

Pega-Customer-Decision-Hub-User-Guide-85.pdf: "Configuring Next-Best-Action Designer for Pega Customer Service" section.

Pega documentation on "Creating and understanding decision strategies".

Customer Lifetime Value (CLV) - The bank wants to offer a discount based on the customer's CLV.

Filter Component - The Filter component is used in decision strategies to include or exclude actions based on specific criteria, such as CLV.

Implementation:

Add a Filter component in the decision strategy.

Configure the filter to check if the CLV value is greater than 400.

If true, proceed with the 10% discount offer.

To ensure that a customer does not see offers on their account page if they have already received three home loan offers in the last two weeks, you need to define customer contact limits. These limits allow you to control the number of times a customer can be contacted with specific types of offers within a given timeframe, thus preventing overexposure and enhancing customer satisfaction.

Action Flow Template: To implement the requirement of using the same action flow template for all credit card actions, configure the email treatment. This allows you to define the desired flow pattern and reuse it across different credit card actions.

Configuration: Create an email treatment template that includes the specific flow pattern, and then apply this template to all the relevant credit card actions.

To present customer-centric mobile internet offers on Facebook, MyCo should place a paid ad. This action ensures that the offers are targeted and displayed to the relevant audience on the social media platform, leveraging Pega Customer Decision Hub’s integration with paid media channels like Facebook Ads.

To re-implement the requirement using the always-on outbound customer engagement paradigm, configure the primary schedule to run daily and let the AI choose the best action from all the actions that a customer qualifies for based on engagement policies. This approach leverages AI to dynamically select the most relevant next best actions, ensuring timely and personalized customer interactions.

Value Finder is a tool in Pega Customer Decision Hub that helps identify and visualize the distribution of under-served customers across different groups. It also highlights opportunities for improvement by pinpointing areas where the engagement policies or strategies can be optimized to better serve these customers. This helps in fine-tuning the next-best-action strategies to enhance overall customer engagement and satisfaction.