Pegasystems Exam PEGAPCDC87V1 Topic 6 Question 8 Discussion

Understand the Scenario: A Customer Service Representative (CSR) presents an offer to a customer, and the customer rejects the offer.

Next Step in Pega CDH:

In Pega Customer Decision Hub, when an offer is rejected, the system typically reevaluates the Next-Best-Action. This means it reassesses the available actions to determine the most appropriate next step for the customer based on current context and customer data.

Explanation of Other Options:

Sends a detailed email about the offer: This is not a standard next step in response to an offer rejection. The system focuses on reevaluating actions rather than automatically sending follow-up emails.

Adds the customer to the potential churn list: This action would depend on broader churn prediction strategies, not an immediate response to a single offer rejection.

Stops presenting offers to the customer: Pega CDH does not stop all offers based on a single rejection. It continuously evaluates and presents the most relevant offers.

Conclusion: When a customer rejects an offer, Pega Customer Decision Hub reevaluates the Next-Best-Action to determine the subsequent appropriate action.