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Exploring cross-sell on the web

3 Tasks

20 mins

Visible to: All users
Beginner Pega Customer Decision Hub 8.7 English
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Scenario

U+ Bank recently completed a project where customers who log in to their account page see credit card offers.
After login to the U+ Bank website, customers see the offers that they qualify for based on the engagement policies defined by the business.
The business team has classified the engagement policies into three groups:

  • Eligibility rules, which are the "hard" rules representing what is even possible to offer.
  • Applicability rules, which represent business practices that limit what to offer based on a customer's current situation but are not as "hard" as Eligibility.
  • Suitability rules, which are rules that are the least "hard" but represent what the business should and should not do ethically and empathetically.

Some of the criteria apply to the entire Grow/Credit card group, and some apply to specific actions within the group. The following table contains the list of the detailed requirements to implement:

Action Type Condition: Customer...

All credit cards

Eligibility

is at least 18 years old or older

All credit cards

Applicability

does not have a credit card

Standard & Rewards

Eligibility

has been a customer for a maximum of 90 days

Rewards Plus & Premier Rewards

Suitability

Is not financially vulnerable

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

Role User name Password
Decisioning Architect DecisioningArchitect rules

Your assignment consists of the following tasks:

Task 1: Verify offers on the U+ website

Explore the behavior of the website and verify that customers Troy and Barbara receive the correct offers based on their profiles. Use the information in the following tables for verification.

Customer isCustomer Debt-To-Income ratio Age Relationship Length NumCreditCardAccount isFinanciallyVulnurable

Troy

False

45

26

88

0

True

Barbara

False

35

32

364

0

False

Task 2: Observe the profile of customer Troy

Get a clean snapshot of that customer's current state.

Task 3: Review the Next-Best-Action Designer configurations

Review the artifacts created in the portal of Pega Customer Decision Hub™ and the configurations created in the Next-Best-Action Designer:

  1. The Engagement policy tab of Next-Best-Action Designer, where all engagement policy rules are defined.
  2. The set of Actions and Treatments created for the Credit cards group, including the specialized engagement rules like applicability and suitability.
  3. The Arbitration tab and Channels tab of Next-Best-Action Designer.

 

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

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

Challenge Walkthrough

Detailed Tasks

1 Verify offers on the U+ website

  1. On the exercise system landing page, click U+ Bank to open the website.
    Exercise system
  2. On the main page of the website , in the upper right, click Log in to log in as a customer.
  3. In the Username field, ensure that Troy is selected.
  4. Click Sign in to log in as Troy.
    Login Ubank as Troy
    Note: Initially, it takes time for the offer banner to display on the website. This delay occurs only on the first login. Loading of the offer is faster on subsequent logins.
  5. Observe that either Standard card or Rewards card offer banner is displayed. This is the web treatment tile that is associated with the respective action.
  6. In the upper right, click the profile image, and then select Log out.
    Logout as Troy
  7. Repeat steps 2-5 to log in as Barbara to verify that she sees an offer that is correct as per the engagement policy defined. Use the information in the following table for verification.

    Customer

    isCustomer

    Debt-To-Income ratio

    Age

    Relationship Length

    NumCreditCardAccount

    isFinanciallyVulnurable

    Troy

    False

    45

    26

    88

    0

    True

    Barbara

    False

    35

    32

    364

    0

    False

    Note: Due to the engagement rules defined in the system, the following offers are valid for each of the customers. When you log in as a customer, one of these offers is presented.

    Customer

    Standard

    Rewards

    Rewards Plus

    Premier Rewards

    Troy

    Y

    Y

       

    Barbara

       

    Y

    Y

    Note:

    Both the customers Troy and Barbara are over the age of 18 and do not own a credit card; they satisfy the generic credit card eligibility and applicability criteria.

    Troy cannot see the Rewards Plus and Premier Rewards card offers because these offers are unsuitable as he is financially vulnerable.

    Barbara does not see the Standard and Rewards card offers as her relationship with the bank is 364 days, which does not satisfy the eligibility condition Relationship length less than or equal to 90 days.

2 Observe the profile of customer Troy

  1. Log in to Customer Decision Hub as the Decisioning Architect with User name DecisioningArchitect using password rules
  2. On the top right, click the Reports icon and click Customer Profile Viewer.
    Customer Profile viewer
  3. In the Customer Profile Viewer window, in the Customer ID field, enter 14 which is Troy's customer ID and click View.
    CH20321-4-EN-05-Customer id 14
  4. Observe the details of Troy like Customer ID, Email address and the risk profile.
  5. Under the Overview tab, you can see the current state of the customer Troy.
    CH20321-4-EN-06-overview
    1. In the Demographics section, are the details of the customer that are relevant to a business' purposes, such as gender, age, and income.
      CH20321-4-EN-07-Demographics
    2. In the Customer journeys section, as there is not enough data you can see the message "No active journey for this customer".
      Customer journeys are a sum of the experiences that your customers go through when interacting with your organization.
      CH20321-4-EN-08-Customer Journeies
    3. In the Suppressed actions section, as there are no suppressed actions as of now, you can see a message No suppressed actions for this customer.
      supressed actions
    4. In the Recent interactions section, you can see that Troy received a Standard card offer.
      In task 1, you logged in once as Troy and received a Standard card. The same is reflected here in the Recent interactions section
      CH20321-4-EN-10-recent interactions
    5. Click the interaction you see in the Recent interactions.
    6. Observe all the details of that interaction like priority, propensity, interaction time and so on.
      CH20321-4-EN-11-interaction details

3 Review the Next-Best-Action Designer configurations

  1. In the navigation pane of Customer Decision Hub, click Next-Best-Action > Designer to open the Next-Best-Action Designer.
    NBA Designer
  2. In the Next-Best-Action Designer, click Engagement policy.
  3. In the Business structure area, in the Grow section, click Credit cards issue to view the engagement policy for the group.
    Grow CreditCards
  4. Expand Customer actions.
  5. Confirm that the eligibility and applicability rules are displayed.
    Group level engagement policies
  6. In the Actions section, four actions are configured with specialized policies, as shown in the following image:
    List of actions
  7. In the Actions section, click Standard card to see the action details.
  8. In the Standard card action form, click the Engagement Policy tab.
    1. In the Eligibility section, in the Inherited from condition, confirm that:
      • The group level eligibility rule for customer actions is Age is greater than or equal to 18.
      • The specialized action-level eligibility rule is RelationshipLengthDays is less than or equal to 90.
         
        Action level eligibility
    2. In the Applicability section, verify that number of credit card accounts is equal to zero which means that the customer does not have an active credit card.
      action level applicability
  9. Click the Treatments tab.
  10. Expand the Standard card tile treatment and verify that one treatment is defined for the Standard card action, as shown in the following image:
    standard card treatment
  11. Close the Standard card action.
  12. Repeat steps 7 and 8 for the other cards.

Notice the correct applicability and suitability is defined. For example, Rewards Plus and Premier Rewards actions are suitable if the customer is not financially vulnerable.

action level suitability
  1. Optional: Verify that each action has one treatment defined.
  2. In the Next-Best-Action Designer, click the Arbitration tab and verify that the final priority is determined using Propensity and Context weighting:
    Arbitration expression
  3. Click the Channels tab.
    1. Confirm that the Web switch is turned on.
      web channel
    2. Verify that three real-time containers are configured:
      • The TopOffers real time container points to all the groups of the Grow issue.
      • The CreditCards real-time container points to the Credit cards group of the Grow issue.
      • The NextBestAction real-time container points to all the groups of All Issues.
        Real time containers


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