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Challenge

Avoiding overexposure of actions in outbound

4 Tasks

15 mins

Visible to all users
Beginner Pega Customer Decision Hub 8.5 English
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Scenario

U+ Bank, a retail bank, currently sends credit card-related promotional emails to qualified customers.

Now, the business wants to prevent overexposure of any one action or group of actions as overexposure negatively impacts the customer experience, and customers do not receive an opportunity to receive other offers they might qualify for.

To prevent overexposure, the business wants to avoid sending a credit card promotional offer email for next 60 days if one has been sent in the past 30 days.

Use the following credentials to log in to the exercise system:

Role

User name

Password

Decisioning Analyst

CDHAnalyst

rules

Caution: To reuse the exercise system from a previous challenge, first complete the Sending emails for multiple actions in outbound challenge. Otherwise, click Initialize Pega or Reset Instance in this challenge.

Your assignment consists of the following tasks:

Task 1: Define an action-level contact policy

In the Next-Best-Action Designer > Constraints tab, under Contact policy library, define an action-level contact policy to suppress the credit card offers.

Task 2: Add the new contact policy

In the Next-Best-Action Designer > Engagement policy tab, add the new contact policy to the CreditCards group.

Task 3: Configure a scheduled run and confirm Interaction History report

In the Next-Best-Action Designer, configure a scheduled run and confirm that records are added to the interaction history with Outcome value as Pending.

Note: In the Recurrence section, ensure the Refresh the audience check box is selected. Also, ensure that the All mailable customers segment is selected as starting population.

Task 4: Schedule another run and confirm the run results

Run a new schedule and confirm that all the actions are suppressed.

Note: Turn off the Refresh the audience option, so the same customers are targeted again.

Challenge Walkthrough

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

Detailed Tasks

1 Define an action-level contact policy

  1. Log in to Customer Decision Hub as the Decisioning Analyst with user name CDHAnalyst using password rules.
  2. From the navigation pane on the left, click Next-Best-Action > Designer.
  3. Click the Constraints tab to view the existing contact limits and policies.
    O_Suppression policies
  4. In the Constraints tab, click Edit.
  5. In the Contact policy library section, click Add contact policy to add a new contact policy to the library.
    O_Suppression policies
  6. In the Add contact policy dialog box, enter the following information:
    1. Name: 30-day action pending
    2. Scope: Track Pending for the action within the past 30 days.
      O_Suppression policies
  7. Click Submit to add the new contact policy to the library.
  8. In the 30-day action pending contact policy, define the following suppression policy:
    If there is 1 Pending for Email treatments, suppress the action for 60 days.
    O_Suppression policies
  9. Click Save to save the newly created contact policy.

2 Add the new contact policy

  1. In Next-Best-Action Designer, click Engagement policy.
    O_Suppression policies
    O_Suppression policies
  2. In the Business structure, click the CreditCards group.
  3. Click Edit to edit the engagement policy for the group.
  4. To the right of the Contact policy, click the Gear icon to configure the contact policy for the group.
    O_Suppression policies
  5. In the Configure contact policy dialog box, to the right of the 30-day action pending tile, click Add.
    O_Suppression policies
  6. Click Apply to confirm the selection.
  7. Click Save to save the changes.

3 Configure a scheduled run and confirm Interaction History report

  1. In Next-Best-Action Designer, click the Channels tab.
    O_Suppression policies
  2. Click Edit to make changes.
  3. In the Primary Schedule section, click the More icon, and then select Suspend to suspend the existing outbound schedule.
Note: If the Primary schedule is in Draft state, you can skip step 3.
  1. To the right of Recurrence, click the Gear icon to configure a schedule run frequency.
    O_Suppression policies
  2. For the Start Date, ensure that today’s date is selected. Also, ensure the time is current and in the US Eastern Standard Time (EST) time zone.
  3. Ensure that the Refresh the audience check box is selected.
  4. Click Submit to save the outbound schedule and close the dialog box.
    O_Suppression policies
  5. Click Save to save the changes made to the Channels tab.
  6. In the Primary Schedule section, click the More icon, and then select Run to run the outbound schedule.
    O_Suppression policies
Note: The status then changes to Running when processing begins. An entry for upcoming runs is displayed in the Run Schedule section.
  1. Refresh the tab to see the latest status of the run.
  2. Once the run is complete, click the COMPLETED run row to view the run results.
    O_Suppression policies
Note: A total of 72 customers are offered with either Rewards Plus Card or Standard Card. Your run results number might not match the numbers shown in the exercise steps as the segment used in the exercise system selects a random sample of 100 customers in each run.
  1. In the Customer Decision Hub portal, in the upper-right corner, click the Reports icon > Interaction History to verify the interaction history records for the previous run.
    O_Suppression policies
  2. In the Interaction History, click Recent interactions to view the records corresponding to the last run.
    O_Suppression policies
Note: All the pending outcomes related to the credit card offers have been recorded for Email channel.

4 Schedule another run and confirm the run results

  1. In the Primary Schedule section, click the More icon, and then select Suspend to suspend the existing outbound schedule.
    O_Suppression policies
  2. In the Configure outbound schedule dialog box, clear the Refresh the audience check box to target the same customers again.
    O_Suppression policies
  3. Click Submit, and then click Save.
  4. Scroll down to run the outbound schedule.
  5. Refresh the tab to view the latest status of the run.
  6. Once the run is complete, click the latest COMPLETED run row to view the run results. 
    O_Suppression policies
Note: The 30-day action pending suppression policy has prevented the credit card offers from being selected.


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