Pegasystems Exam PEGAPCDC87V1 Topic 4 Question 21 Discussion

Actual exam question for Pegasystems's PEGAPCDC87V1 exam

Question #: 21
Topic #: 4

U+ Bank has recently implemented Pega Customer Decision Hub"M. As a first step, the bank went live with the contact center to improve customer engagement. Now, U+ Bank wants to extend its customer engagement through the web channel. As a decisioning consultant, you have created the new set of actions, the corresponding treatments, and defined a new trigger in the Next-Best-Action Designer for the new web channel.

What else do you configure for the new treatments to be present in the next-best-action recommendations?

ANo need to do anything. The strategy is auto-generated.

BChange the generated decision strategy.

CModify the Next-Best-Action Framework strategy to cater to the new web channel.

DCreate a channel strategy specifically for web.

Show Suggested Answer

Suggested Answer: C

Initial Configuration: U+ Bank has implemented Pega Customer Decision Hub for the contact center and now wants to extend it to the web channel.

Understand Channel Configuration: Pega CDH requires the configuration of channels in the Next-Best-Action Designer to ensure that treatments are correctly recommended.

Modify the Strategy Framework:

Next-Best-Action Framework: This strategy framework is used to determine the best actions for customers across various channels. It needs to be modified to include configurations specific to the web channel.

Steps to Modify:

Access Next-Best-Action Designer: Navigate to the Next-Best-Action Designer.

Channels Tab: Configure the new web channel in the Channels tab.

Modify the Strategy: Update the Next-Best-Action Framework strategy to incorporate the new web channel. This involves ensuring the new actions and treatments are included and prioritized correctly for the web channel.

According to the Pega Customer Decision Hub User Guide, modifying the framework strategy to cater to new channels is necessary for extending customer engagement (Reference: Pega-Customer-Decision-Hub-User-Guide-85.pdf, Chapter on 'Understanding Next-Best-Action Designer channels').

Testing and Validation:

Test the new configurations to ensure treatments for the web channel are correctly recommended in the next-best-action suggestions.

Conclusion: To configure the new treatments for the web channel in the next-best-action recommendations, the Next-Best-Action Framework strategy must be modified to cater to the new web channel.

by Ryan at Jan 28, 2025, 03:10 AM

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Virgie

1 months ago

Hmm, I'm torn between C and D. Modifying the Next-Best-Action Framework strategy or creating a new web-specific one... Decisions, decisions. Maybe I'll just flip a coin and see where it lands. 50/50 odds, what could go wrong?

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2 months ago

I think the answer is D. Creating a channel strategy specifically for the web is the way to go. The question mentions extending the customer engagement through the web channel, so a custom strategy for that channel seems like the logical next step.

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