QUESTION: 65

In a call-center application that receives Next-Best-Actions from Pega Customer Decision Hub, the customer service representative (CSR) is _________.

guided on the next important conversation to have with the customer
forced to follow a strict path of recommended steps, from which the CSR cannot deviate
expected to improvise based on some basic customer information displayed on screen
always expected to sell a product or service irrespective of the customer's call intent

Answer(s): A

Explanation:

In a call-center application that receives Next-Best-Actions from Pega Customer Decision Hub, the customer service representative (CSR) is guided on the next important conversation to have with the customer. The Next-Best-Action recommendations help CSRs make informed decisions and provide relevant, personalized service to customers by suggesting the most appropriate actions based on the customer's profile, interaction history, and current context.

Reference:

Pega Customer Decision Hub User Guide, section on "Integrating Next-Best-Action recommendations in call centers".

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QUESTION: 66

U+ Bank's marketing department wants to promote various auto loan offers to qualified customers on its website by using the Pega Customer Decision HubTM. The bank wants to show the offers on the customer's account page when customers log in to their account. The bank has defined several conditions customers must satisfy to see these auto loan offers. As a decisioning consultant, which two of the following configurations do you implement to achieve the business requirement? (Choose Two)

Send promotional emails
Create a segment
Create a decision strategy
Set up the business structure
Define contact policy rules

Answer(s): C,D

Explanation:

To promote various auto loan offers to qualified customers on its website using Pega Customer Decision Hub, you need to:
Create a decision strategy: This involves defining the logic that determines which auto loan offers are most relevant to each customer based on their profile, behavior, and eligibility criteria.

Set up the business structure: This involves organizing the offers into a hierarchical structure of business issues and groups, such as categorizing them under a "Loans" issue and an "Auto Loans" group. This structure helps in managing and prioritizing the offers effectively.

Reference:

Pega Customer Decision Hub User Guide, sections on "Creating decision strategies" and "Defining business structures".

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QUESTION: 67

In an organization, customer actions are applicable to various business issues.
What is the best way to organize them?

Into a two-level hierarchy: Group > Actions
Into a simple flat list including all actions
Into a three-level hierarchy: Business issue > Group > Actions
The business structure is organized into a three-level hierarchy
Into a two-level hierarchy: Business issue > Actions

Answer(s): C

Explanation:

The best way to organize customer actions applicable to various business issues in Pega Customer Decision Hub is into a three-level hierarchy: Business issue > Group > Actions. This structure allows for clear categorization and management of actions based on their business purpose and relevance. The "Business issue" represents the high-level goal (e.g., Retention, Acquisition), "Group" categorizes the actions under each issue (e.g., Credit Cards, Mortgages), and "Actions" are the specific offers or recommendations.

Reference:

Pega Customer Decision Hub User Guide, section on "Defining the structure of business issues and groups".

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QUESTION: 68

A bank wants to leverage Pega Customer Decision Hub's Next-Best-Action capability to promote new offers to each customer on their website.
Which artifact do you need to configure to manage the communication between the Customer Decision Hub and external channels?

Real-time Event
Event strategy
Real-time Container
Real-time Containers manage communication between Pega Customer Decision Hub and external channels

Answer(s): C

Explanation:

To manage the communication between Pega Customer Decision Hub and external channels for promoting new offers to each customer on their website, you need to configure a Real-time Container. Real-time Containers are used to deliver personalized content and actions to customers in real-time, based on their interactions with the website and other channels. They ensure that the most relevant offers are presented to each customer in a timely and contextually appropriate manner.

Reference:

Pega Customer Decision Hub User Guide, section on "Defining real-time container triggers".

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