QUESTION: 61

MyCo, a telecommunications company, wants to implement one-to-one customer engagement using Pega Customer Decision HubTM.
Which of the following real-time channels can the company use to present Next-Best-Actions? (Choose Three)

Traditional television advertisements
A retail store
The call center
SMS
Billboard on the company building

Answer(s): B,C,D

Explanation:

Real-Time Channels for Next-Best-Actions: Pega Customer Decision Hub supports presenting Next- Best-Actions through various real-time channels.
Retail Store: Actions can be presented to customers directly in the store through POS systems or store associates.
Call Center: Customer Service Representatives can receive real-time Next-Best-Action recommendations to present to customers during interactions. SMS: Automated messages can be sent to customers with personalized Next-Best-Action offers via SMS.

Reference:

Pega documentation on real-time channels highlights these methods as effective means to deliver Next-Best-Actions.

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QUESTION: 62

Which statement best describes the goal of Next-Best-Action?

Balance customer needs with business objectives
Ensure that every customer receives the same action
Ensure that the customer is always given a desirable offer
Provide insight into business processes

Answer(s): A

Explanation:

Goal of Next-Best-Action: The primary goal of Next-Best-Action is to balance customer needs with business objectives. This approach ensures that actions taken are beneficial for both the customer and the business, leading to better engagement and outcomes.

Reference:

Pega's Next-Best-Action Designer documentation states that the strategy is designed to align customer interactions with business goals.

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QUESTION: 63

Next-Best-Action ensures that communication between the business and the customer is__________ and __________ (Choose Two)

contextual
free of jargon
timely
uniform and generic

Answer(s): A,C

Explanation:

Next-Best-Action Communication: Effective Next-Best-Action communication is both contextual and timely.
Contextual: Ensures that the actions or offers presented are relevant to the customer's current situation and preferences.
Timely: Ensures that the actions or offers are presented at the most appropriate time for maximum impact and engagement.

Reference:

Pega's documentation emphasizes the importance of contextual and timely communications in achieving successful customer engagements.

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QUESTION: 64

If the Pega Customer Decision Hub presents Next-Best-Action recommendations to a customer in a call-center, the Next-Best-Action is re-evaluated when _____, ____, and ____ (Choose Three)

the service representative completes a task
a customer responds to an offer
the service representative is in the middle of completing a task
a customer changes the call context
the marketer retires an offer

Answer(s): A,B,D

Explanation:

In Pega Customer Decision Hub, the Next-Best-Action is re-evaluated in a call-center context when:
The service representative completes a task: Completing a task can change the context or status of the interaction, triggering a re-evaluation of the next best action to ensure the recommendations are still relevant.
A customer responds to an offer: Customer responses provide new information that can influence subsequent recommendations. A positive or negative response to an offer can change the customer's engagement status and preferences.
A customer changes the call context: Changes in the context of the call, such as switching topics or expressing new concerns, can prompt a re-evaluation to provide the most appropriate next actions based on the updated context.

Reference:

Pega Customer Decision Hub User Guide, sections on "Real-time Next-Best-Action decisioning" and "Managing customer interactions in call centers".

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QUESTION: 61

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QUESTION: 64

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