QUESTION: 97

A telco wants to add a contact policy that will suppress an action for 30 days if it was rejected twice in any channel in the last 15 days. How do you define the suppression rule for the contact policy?

Suppress a group of actions for 30 days if there are 2 rejects in the web channel in the last 15 days
Suppress a group of actions for 30 days if there are 2 rejects for any channel in the last 15 days
Suppress an action for 30 days if there are 2 rejects in the web channel in the last 15 days
Suppress an action for 30 days if there are 2 rejects for any channel in the last 15 days

Answer(s): D

Explanation:

Contact Policy - Contact policies control the number and frequency of customer contacts to prevent overexposure and irritation.
Steps to Configure Suppression Rule:
In the Next-Best-Action Designer, navigate to Engagement Policy -> Contact Policy.
Add a new contact policy and name it appropriately.
In the Scope section, select "Track Rejects" for any channel. Set the suppression criteria: if there are 2 rejects in the last 15 days.
Specify the action suppression period as 30 days.
Implementation - This ensures that actions are paused if they are consistently rejected, reducing negative customer experiences.

Reference:

Pega Customer Decision Hub User Guide 8.7, Section "Creating a contact policy," details the steps for setting up suppression rules in contact policies.

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QUESTION: 98

Reference module: Creating and understanding decision strategies. In a decision strategy, to use a customer property in an expression, you _____.

prefix the property with the keyword Customer
use the property as defined without a prefix
define the property as a strategy property
define the Customer page in Pages and Classes

Answer(s): A

Explanation:

Customer Properties - These are attributes related to the customer, such as demographics, behavior, and engagement history.
Expression Syntax:
When defining expressions in decision strategies, customer properties must be prefixed with "Customer."
For example, to use the customer's age, you write Customer.Age.
Steps:

In the decision strategy, select the component where you need to use the customer property.
Write the expression using the "Customer" prefix.

Reference:

Pega Customer Decision Hub User Guide 8.6, Section "Using customer properties in decision strategies," explains the required syntax for including customer properties in expressions.

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QUESTION: 99

Reference module: Creating and understanding decision strategies. Enrichment decision components provide the ability to ________.

set a text value to a strategy property
filter actions based on priority and relevance
set customer properties
enrich a decision strategy with comments

Answer(s): A

Explanation:

Enrichment Components - These are used to add additional information or modify properties within a decision strategy.
Setting Text Values:
Enrichment components can be configured to set or modify strategy properties. This includes setting text values, numerical values, or other types of data.
Steps:
In the decision strategy, add an Enrichment component.
Define the target property and the value to be set.
This value can be static text or dynamically generated based on other strategy components.

Reference:

Pega Customer Decision Hub User Guide 8.7, Section "Enrichment components in decision strategies," provides detailed steps on configuring enrichment components to set property values.

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QUESTION: 100

Reference module: Creating and understanding decision strategies. In a Prioritize component, the top action can be determined based on the value of _______.

the propensity
Primary.Income
average margin of all actions
Customer.Value

Answer(s): A

Explanation:

Introduction to Prioritize Component:
The Prioritize component in Pega Decisioning is used to order actions based on specific criteria.

This component evaluates the importance or priority of different actions to determine which should be executed first.
Understanding Propensity:
Propensity is a prediction of the likelihood that a customer will respond positively to a particular action.
It is a key factor in decision-making processes as it reflects the customer's predicted behavior based on past interactions and other data.
Role of Propensity in Prioritize Component:
The primary function of the Prioritize component is to rank actions. This ranking is typically based on the propensity value, which is calculated using predictive models. The action with the highest propensity is considered the top action because it has the highest predicted likelihood of a positive customer response.
Verification from Pega Documentation:
According to Pega's guidelines on creating and understanding decision strategies, propensity is a standard and recommended metric for prioritizing actions within the Prioritize component.

Reference:

Pega-Customer-Decision-Hub-User-Guide-85.pdf, section on understanding decision strategies and the use of propensity in action prioritization.

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QUESTION: 97

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QUESTION: 98

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QUESTION: 99

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QUESTION: 100

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