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Pegasystems Exam PEGAPCDC87V1 Topic 5 Question 19 Discussion

Actual exam question for Pegasystems's PEGAPCDC87V1 exam
Question #: 19
Topic #: 5
[All PEGAPCDC87V1 Questions]

Reference module: Essentials of always-on outbound

A bank has been running traditional marketing campaigns for many years. One such campaign sends an offer email to qualified customers on day 1. On day 3, it sends a reminder email to customers who haven't responded to the first email. On day 7, it sends a second reminder to customers who haven't responded to the first two emails. If you were to re-implement this requirement using the always-on outbound customer engagement paradigm, how would you approach this scenario?

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Suggested Answer: B

To re-implement the bank's traditional marketing campaign using the always-on outbound customer engagement paradigm in Pega, follow these steps:

Understand the Traditional Campaign Requirements:

Day 1: Send an offer email to qualified customers.

Day 3: Send a reminder email to customers who haven't responded to the first email.

Day 7: Send a second reminder to customers who haven't responded to the first two emails.

Set Up Next-Best-Action Designer:

Use the Next-Best-Action Designer to define engagement policies, arbitration, and channels to manage customer interactions.

The always-on approach continuously evaluates customer interactions and selects the best action based on real-time data and AI-driven insights.

Configure the Primary Schedule:

Set up a daily run schedule for the Next-Best-Action strategy. This allows the AI to evaluate customer interactions daily and decide the best action to take.

Leverage AI for Decisioning:

Configure the AI models to determine the best action for each customer based on their interaction history and engagement policies. The AI will automatically handle:

Sending the initial offer email on Day 1.

Sending a reminder email on Day 3 to those who haven't responded.

Sending a second reminder on Day 7 to those who still haven't responded.

Define Engagement Policies:

Eligibility: Define which customers qualify for the offer.

Applicability: Ensure the offer is relevant to the customer.

Suitability: Verify that sending the offer is in the best interest of the customer.

Contact Policies: Set rules to manage the frequency and timing of emails to avoid over-communication.

Implement AI-Driven Actions:

Use the Next-Best-Action strategy framework to select actions (e.g., sending emails) based on the AI model's recommendations.

Configure treatments (email content) and channels (email) within the Next-Best-Action Designer.

Monitor and Adjust:

Continuously monitor the performance of the campaign using Pega's analytics and adjust the strategy as needed to optimize engagement and response rates.


Pega Customer Decision Hub User Guide 8.5: Understanding Next-Best-Action Designer basics, Configuring the Next-Best-Action Designer for Pega Customer Service, Setting constraints contact policy limits and controls.

Contribute your Thoughts:

Georgeanna
13 days ago
Wow, this question is making my head spin! I'd need a 'Reminder: Drink Coffee' email just to keep up with all these options.
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Mira
16 days ago
Option A seems a bit outdated, like trying to shoehorn the old approach into the new paradigm. C is the way forward, for sure.
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Annice
1 days ago
Yeah, setting up a flow with the three email shapes and appropriate wait times makes sense.
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Janey
2 days ago
I agree, option C seems like the most efficient way to handle this scenario.
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Alona
28 days ago
Personally, I'd go with option B. Let the AI handle the logic and decision-making - it's like having a marketing mastermind on your team!
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Vannessa
29 days ago
Haha, option D is like building a marketing campaign on steroids! Three segments and three schedules? That's overkill for this scenario.
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Teri
1 months ago
I agree, C is the best choice. Setting up the flow with the different email send actions is a clean and efficient solution.
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James
1 months ago
Option C seems like the way to go. It's a straightforward approach that aligns with the always-on paradigm.
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Jeffrey
25 days ago
A) Configure a primary schedule for the original offer email and setup an ad-hoc or emergency schedule to send reminder emails
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Jeanice
26 days ago
C) Create an action with a flow that contains 3 Send Email shapes, one for each email. Set appropriate wait times between the shapes
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Kaitlyn
1 months ago
That's a valid point, Renea. Option C does provide a clear sequence for sending out the emails.
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Renea
1 months ago
I disagree, I believe option C is the way to go. Setting up a flow with appropriate wait times between the emails ensures a structured approach.
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Kaitlyn
1 months ago
I think option B sounds like a good approach. Letting the AI choose the best action based on engagement policies seems efficient.
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