Free Practice Questions for Pegasystems PEGAPCDC87V1 Exam

Customer Lifetime Value (CLV) - The bank wants to offer a discount based on the customer's CLV.

Filter Component - The Filter component is used in decision strategies to include or exclude actions based on specific criteria, such as CLV.

Implementation:

Add a Filter component in the decision strategy.

Configure the filter to check if the CLV value is greater than 400.

If true, proceed with the 10% discount offer.

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.

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.

To test the visualization and rendering of the email content, including the replacement of placeholders with customer information, you use a seed list from the Test Message tab. A seed list allows you to send test emails to a predefined group of recipients, ensuring that the dynamic content is correctly rendered and personalized before the actual campaign is launched.

To prevent offer overexposure, the appropriate suppression rule is to suppress a group of actions for 10 days if there are three clicks on the web channel in the last 10 days. This ensures that once a customer interacts with any mortgage offer three times within a 10-day period, they will not see any mortgage offers for the next 10 days. This rule helps in maintaining a good customer experience by avoiding overexposure.

Proposition Data Components - These components in a decision strategy are used to import and reference actions or propositions.

Requirement - The strategy designer wants to import all actions from one group and a subset from another.

Minimum Number Calculation:

One component for importing all 10 actions from the Sales/Credit Cards group.

Another component for importing the 2 specific actions from the Sales/Mortgages group.

In a Prioritize component in Pega Customer Decision Hub, the top action is determined based on the propensity value. Propensity refers to the likelihood that a customer will respond positively to a given action. Here’s a detailed explanation:

Definition of Propensity:

Propensity is a score that indicates the probability of a customer taking a desired action, such as accepting an offer or responding to a campaign. It is calculated using predictive models that analyze historical data and customer behavior.

Role in Prioritize Component:

The Prioritize component in a decision strategy uses the propensity values to rank actions. Actions with higher propensity values are given higher priority, ensuring that the most relevant and likely-to-succeed actions are selected for the customer.

Configuration Steps:

Step 1: In the strategy canvas, add a Prioritize component.

Step 2: Configure the component to use the propensity value for ranking actions. This can be done by selecting the appropriate property that holds the propensity score, typically provided by a prediction model.

Step 3: Connect the Prioritize component to other components in the strategy to ensure the highest priority actions are selected and offered to the customer.

Benefits:

Using propensity to determine the top action helps in making data-driven decisions, increasing the chances of customer engagement and improving overall campaign effectiveness.

References:

Pega-Customer-Decision-Hub-User-Guide-85.pdf: "Understanding the Next-Best-Action strategy framework" section.

Pega documentation on "Creating and understanding decision strategies".

 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.

Step by Step Comprehensive Detailed Explanation with References:

Defining Property Constraint:

A property constraint can be used to limit the number of VISA card offers sent in an outbound run.

This constraint is based on the card_type action property, ensuring that only a specified number of VISA card offers are included.

This method allows for precise control over the types of actions being sent, adhering to business requirements.