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Pegasystems PEGAPCDC87V1 Exam Questions
- Topic 1: Next-Best-Action concepts: This section examines personalized customer interactions, maximizing customer value in call centers, and strategies for proactive outreach.
- Topic 2: Actions and treatments: This section explores the creation and management of customer-focused actions, web-based offer presentations, and outbound action definition.
- Topic 3: Engagement policies: Discusses the development of customer engagement guidelines and the formulation of engagement strategies.
- Topic 4: Contact policy and volume constraints: Focuses on preventing excessive action exposure, especially in outbound communications, and controlling action frequency.
- Topic 5: AI and Arbitration: Investigates action arbitration techniques, AI-driven prioritization methods, and the use of business levers for action prioritization.
- Topic 6: Channels: Delves real-time container concepts, email offer delivery, and the process of sharing action information with external distribution partners.
Free Pegasystems PEGAPCDC87V1 Exam Actual Questions
Note: Premium Questions for PEGAPCDC87V1 were last updated On Oct. 10, 2024 (see below)
Reference module: Avoiding overexposure of actions in outbound.
U+ Bank's marketing department currently promotes various credit card offers by sending emails to qualified customers. Now the bank wants to limit the number of emails sent to their customers irrespective of past outcomes with a particular offer and customer. Which of the following options allows you to implement this business requirement?
To limit the number of emails sent to customers irrespective of past outcomes with a particular offer and customer, customer contact limits should be implemented. Customer contact limits help control the frequency of communications with customers across different channels, ensuring that they do not receive an excessive number of messages.
Setting constraints and customer contact policy limits (Page 34-35)
Creating and managing contact policies (Page 66-67)
Reference module: Sharing action details with third-party distributors.
A bank has chosen an email service provider to deliver the offer messages selected by Pega Customer Decision Hub. The service provider prefers that the bank uploads a file per batch of customers to a cloud storage location, either on Microsoft Azure or Amazon S3. As a consultant working on the project representing the bank, what is your response?
Identifying the Requirement:
The bank has chosen an email service provider that prefers receiving customer batches through a cloud storage location on either Microsoft Azure or Amazon S3.
The task is to find out how Pega Customer Decision Hub can integrate with these cloud storage solutions.
Evaluating Pega CDH Capabilities:
Pega Customer Decision Hub provides robust capabilities for integrating with various external systems and cloud storage solutions.
The documentation for Pega CDH supports writing action details directly to cloud storage solutions like Microsoft Azure and Amazon S3, which is in line with modern cloud infrastructure practices.
Process Overview:
Configuration:
Configure the external storage location (Azure Blob Storage or Amazon S3) within Pega CDH.
Action Flow:
Define the action flow to include steps for writing data to the specified cloud storage.
External Integration:
Use built-in connectors or custom integration points to handle data transfer securely and efficiently.
Reference and Supporting Documentation:
According to the Pega Customer Decision Hub User Guide, you can configure Pega CDH to write action details directly to cloud storage solutions like Microsoft Azure and Amazon S3 (refer to the section on configuring the delivery of multiple treatments and external integration points).
Pega-Customer-Decision-Hub-User-Guide-85.pdf
Pega-Customer-Decision-Hub-User-Guide-86.pdf
Pega-Customer-Decision-Hub-User-Guide-87.pdf
A bank wants to leverage Pega Customer Decision Hub's Next-Best-Action capability to promote new offers to each customer on their website. What information does Pega Customer Decision Hub send back to the website in response to the real-time container request?
Identifying the Requirement:
The bank wants to leverage Pega CDH's Next-Best-Action capability to promote new offers on their website.
The task is to determine what information Pega CDH sends back to the website in response to a real-time container request.
Evaluating Pega CDH Capabilities:
Pega CDH's Next-Best-Action Designer is designed to handle real-time interactions and provides personalized recommendations.
The system returns comprehensive details to ensure the website can properly display and execute the recommended actions.
Process Overview:
Real-Time Container Request:
When the website sends a real-time container request, Pega CDH processes the request and identifies the most relevant actions based on customer data and engagement policies.
Response Details:
The response includes treatment details such as the action's visual elements (image URLs, descriptions) and relevant action attributes (e.g., offer type, benefits, eligibility criteria).
Reference and Supporting Documentation:
The Pega Customer Decision Hub User Guide clearly outlines that in response to a real-time container request, the system sends back the treatment details and relevant action attributes to ensure the offer can be presented accurately on the website.
Pega-Customer-Decision-Hub-User-Guide-85.pdf
Pega-Customer-Decision-Hub-User-Guide-86.pdf
Pega-Customer-Decision-Hub-User-Guide-87.pdf
Reference module: Testing engagement policy conditions using audience simulation
U+ Bank, a retail bank, recently implemented a project in which credit card offers are presented to qualified customers when the customers log in to the web self-service portal. The bank now plans to amend its engagement policy conditions. As a Decisioning Consultant, which simulation do you run to check if the conditions are too broad or narrow for your requirements?
Identifying the Requirement:
The bank has chosen an email service provider that prefers receiving customer batches through a cloud storage location on either Microsoft Azure or Amazon S3.
The task is to find out how Pega Customer Decision Hub can integrate with these cloud storage solutions.
Evaluating Pega CDH Capabilities:
Pega Customer Decision Hub provides robust capabilities for integrating with various external systems and cloud storage solutions.
The documentation for Pega CDH supports writing action details directly to cloud storage solutions like Microsoft Azure and Amazon S3, which is in line with modern cloud infrastructure practices.
Process Overview:
Configuration:
Configure the external storage location (Azure Blob Storage or Amazon S3) within Pega CDH.
Action Flow:
Define the action flow to include steps for writing data to the specified cloud storage.
External Integration:
Use built-in connectors or custom integration points to handle data transfer securely and efficiently.
Reference and Supporting Documentation:
According to the Pega Customer Decision Hub User Guide, you can configure Pega CDH to write action details directly to cloud storage solutions like Microsoft Azure and Amazon S3 (refer to the section on configuring the delivery of multiple treatments and external integration points).
Pega-Customer-Decision-Hub-User-Guide-85.pdf
Pega-Customer-Decision-Hub-User-Guide-86.pdf
Pega-Customer-Decision-Hub-User-Guide-87.pdf
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)
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
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