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Pegasystems Exam PEGAPCDC87V1 Topic 5 Question 12 Discussion

Actual exam question for Pegasystems's PEGAPCDC87V1 exam
Question #: 12
Topic #: 5
[All PEGAPCDC87V1 Questions]

Reference module: Next-Best-Action in an omnichannel environment

A bank uses Pega Customer Service in its contact center. When a call comes in, it is routed to a service representative. Once the service representative accepts the call, the Customer Decision Hub (CDH) determines the Next-Best-Action to be offered to the customer. What two pieces of information is used by the Customer Decision Hub to determine the Next-Best-Action recommendations? (Choose Two)

Show Suggested Answer Hide Answer
Suggested Answer: B, C

Identifying the Requirement:

The bank uses Pega Customer Service in its contact center and wants to use CDH to determine the Next-Best-Action when a call is accepted by a service representative.

The task is to determine what pieces of information are used by Pega CDH to determine the Next-Best-Action recommendations.

Evaluating Pega CDH Capabilities:

Pega CDH integrates seamlessly with Pega Customer Service to leverage real-time customer data and contextual information.

The system uses a combination of call context (information specific to the current call) and customer profile (historical and demographic data) to make informed decisions.

Process Overview:

Call Context:

Includes details such as the reason for the call, current issues or inquiries, and any immediate needs or concerns expressed by the customer during the call.

Customer Profile:

Comprises historical interaction data, customer preferences, past purchases, and any predictive analytics that provide insights into customer behavior and needs.

Next-Best-Action Determination:

Pega CDH processes this combined data to generate the most relevant and timely action recommendations for the service representative to offer to the customer.

Reference and Supporting Documentation:

The Pega Customer Decision Hub User Guide outlines that the system uses both the call context and the customer profile to determine the Next-Best-Action in a contact center environment, ensuring personalized and contextually relevant interactions.


Pega-Customer-Decision-Hub-User-Guide-85.pdf

Pega-Customer-Decision-Hub-User-Guide-86.pdf

Pega-Customer-Decision-Hub-User-Guide-87.pdf

by Arlene at Sep 18, 2024, 01:22 AM

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Eveline
1 months ago
The answer is definitely B) Call context and C) Customer Profile. The CDH is like a fortune teller - it needs to know the customer and what's happening right now to predict the future (best action).
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Jestine
1 months ago
B) Call context and C) Customer Profile. Easy peasy lemon squeezy! The CDH is all about knowing the customer and the current situation, not the rep's personal details.
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Lavina
20 hours ago
User 2
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Cassie
6 days ago
User 1
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Danica
1 months ago
I believe the service representative's profile should also be considered by the Customer Decision Hub for accurate recommendations.
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Hubert
1 months ago
Haha, the service representative's profile? That's like asking a pizza delivery guy what toppings the customer wants. The CDH needs the customer's info and the call context, not the rep's resume!
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Markus
2 months ago
I think the answer is B) Call context and D) The service representative's profile. The representative's skills and knowledge should also be considered for the recommendations.
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Heike
3 days ago
Considering the service representative's skills and knowledge is definitely important for offering the best action to the customer.
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Veronica
5 days ago
The customer's profile and the call context are both crucial pieces of information for the Customer Decision Hub.
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Georgiana
29 days ago
Yes, the service representative's profile can also provide valuable information for recommendations.
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Eura
30 days ago
I agree, the call context is important for determining the Next-Best-Action.
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Krystal
2 months ago
I agree with you, Cherelle. The customer's profile and the call context are crucial in making the right recommendation.
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Cherelle
2 months ago
I think the Customer Decision Hub uses the previous customer's profile and the call context to determine the Next-Best-Action.
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Isabella
2 months ago
The correct answers are B) Call context and C) Customer Profile. The CDH needs to know the current situation of the call and the customer's information to determine the Next-Best-Action.
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Cyndy
2 months ago
User 2
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Izetta
2 months ago
User 1
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