Updating existing actions

8 Tasks

30 mins

Visible to: All users

Beginner

Pega Customer Decision Hub 8.7

English

Scenario

U+ Bank is currently cross-selling on the web by showing various credit cards to its customers. To serve its loyal customers better, the bank decides to increase the benefits provided to them.

The bank increases the cashback given for the Rewards Plus card and the Premier Rewards card. However, it decides to increase the basic requirement to a Debt-to-Income Ratio of less than 40.

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

Role	User name	Password
Business User	BusinessUser	rules
Team Lead	TeamLead	rules
NBA Specialist	NBASpecialist	rules
Revision Manager	RevisionManager	rules

Your assignment consists of the following tasks:

Task 1: Verify actions in Customer Profile Viewer

In Customer Profile Viewer of Pega Customer Decision Hub, verify that customers Barbara (whose Customer ID is 15) is eligible for two credit cards PremierRewardscard and RewardsPluscard of which the PremierRewardscard is ranked 1. Also, Robert (whose Customer ID is 17) is eligible for two credit cards RewardsPluscard and PremierRewardscard of which the RewardsPluscard is ranked 1.

Note: In case you are using an instance from the previous challenges, you will see the artifacts (Cashback 15 card) created in the previous challenges.

Task 2: Create a change request to update existing actions

As a Business User, submit a change request to update the existing actions. That is, to double the cashback of Rewards Plus card and the Premier Rewards card. Also, make customers eligible for these cards only if their Debt-to-Income Ratio is less than 40.

Task 3: Prioritize the change request created

As a Team Lead, assign a rank of 1 to the change request submitted by the Business User.

Task 4: Complete action build tasks for the Rewards Plus card

As an NBA Specialist, complete the various build tasks that are generated by the system to update the Rewards Plus action that are defined in the change request.

Define action details.
Configure a suitability rule (Debt-to-Income Ratio < 40).
Add a web treatment to Premier Rewards card to change the image that is displayed.

Task 5: Complete action build tasks for the Premier Rewards card

As an NBA Specialist, complete the various build tasks that are generated by the system to update the Premier Rewards Plus action that are defined in the change request.

Define action details.
Configure a suitability rule (Debt-to-Income Ratio < 40).

Task 6: Review and validate the change request

Review and validate the change request as an NBA Specialist.

Task 7: Promote the changes to production

As a Team Lead, promote the change request to the revision manager, who deploys the business changes to the production environment.

Task 8: Deploy changes to production

As a Revision Manager, deploy the promoted changes to the production environment.

Task 9: Confirm you work

In Customer Profile Viewer of Pega Customer Decision Hub, see who among Barbara and Robert is eligible for the Rewards Plus card and the Premier Rewards card.

Challenge Walkthrough

Detailed Tasks

1 Verify actions in Customer Profile Viewer

On the Exercise system click Pega CRM suite to open Pega Customer Decision Hub.
Log in to Customer Decision Hub as the Decisioning Architect with User name DecisioningArchitect and the password rules.
In the header of Pega Customer Decision Hub, click Reports > Customer Profile Viewer to open Customer Profile Viewer.
In the Customer Profile Viewer window, in the Customer ID field, enter 15 which is Barbara's customer ID and click View.
In the profile of Barbara, click Next best actions tab.
1. From the Direction drop down, select Inbound.
2. From the Channel drop down, select Web.
3. From the Real-time container drop down select TopOffers.
4. Click Make decision.
Click Density and select Full Content to display the view the full action names.
Observe that Barbara is eligible for two credit cards PremierRewardscard and RewardsPluscard among which the PremierRewardscard is ranked 1. So, the Premier Rewards card is displayed when Barbara logs in to U+ Bank website. Also observe that Rewards Plus card is the action with lowest propensity.

Note:
In case you are using an instance from the previous challenges, you may see the artifacts (Cashback 15 card) created from the previous challenges.
In the Customer Profile Viewer window, in the Customer ID filed, enter 17 which is Robert's customer ID and click View.
In the profile of Robert, click Next best actions tab.
1. From the Direction drop down, select Inbound.
2. From the Channel drop down, select Web.
3. From the Real-time container drop down select TopOffers.
4. Click Make decision.
Click Density and select Full Content to display the view the full action names.
Observe that Robert is eligible for two credit cards RewardsPluscard and PremierRewardscard among which the RewardsPluscard is ranked 1. So, the Rewards Plus card is displayed when Robert logs in to U+ Bank website. Also observe that Premier Rewards card is the action with lowest propensity.

In case you are using an instance from the previous challenges, you may see the artifacts (Cashback 15 card) created from the previous challenges.
Log off.

2 Create a change request to update existing actions

Log in to 1:1 Operations Manager as a Business User with User name BusinessUser and Password rules.
In the navigation pane of 1:1 Operations Manager, click Create > Change Request to create an offer in the New operations change request dialog box.
In the New operations change request dialog box, configure the following details:
1. In the Name field, enter Update existing actions to represent the change request name instead of the action name.
2. Select Update existing action.
3. Select a Completion date.
4. In the Business issue list, select Grow.
5. In the Group list, select Credit Cards.
6. In the Description text box, enter the following message: 1. Update all the cashback percentages for Rewards Plus card (Update to: Earn 4% in cash on airline tickets purchased from FlightEx Air and 3% on all other purchases. Plus, enjoy 25% back on inflight purchases.), and Premier Rewards card (Update to: Earn 10% cash back at BioFresh Foods Market, 4% cash back at restaurants, gas stations and drugstores and 2% cash back on all other purchases. Plus, enjoy 24/7 personal service.) 2. Change the image of the cards to reflect the updated cashback. 3. Change the Debt-to-Income Ratio to less than 40
7. Click Create to specify the details of the actions.
In the Specify details for update existing action section, select the following check boxes:
1. Rewards Plus card
2. Premier Rewards card
Click Continue to select the tasks for each action.
In the Select action list for update section, select the tasks for each action.
1. In the Premier Rewards card column, perform the following steps:
  1. Select the Edit engagement policy check box.
  2. Select the Edit action details check box.
2. In the Rewards Plus card column, perform the following steps:
  1. Select Edit existing treatment, Edit engagement policy
  2. Select the Edit action details check box.
    
    Here, you are editing the existing treatment only for the Rewards Plus card. The image displayed for the card on the web mentions the cashback offer. The image for the Premier Rewards card does not mention any fixed number. So in addition to the changes to the action details and engagement policy, you also need to add a new treatment only for the Rewards Plus card, to change the image to reflect the cashback percentage.
Click Continue to edit the attributes of the actions.
In the Select action list for update section, select the tasks for each action.
1. In the Short description field, in the Premier Rewards card column, change the description to Receive 24/7 personal service and doubled cashback.
2. In the Benefits field, in the Premier Rewards card column, enter Earn 10% cash back at BioFresh Foods Market, 4% cash back at restaurants, gas stations and drugstores, and 2% cash back on all other purchases. Plus, enjoy 24/7 personal service.
3. In the Short description field, in the Rewards Plus card column, change the description to Get 4% cashback when you travel and more.
4. In the Benefits field, in the Rewards Plus card column, enter Earn 4% in cash on airline tickets purchased from FlightEx Air and 3% on all other purchases. Plus, enjoy 25% back on inflight purchases.
Click Continue to edit the existing treatments.
1. In the Treatments list for update section, select the Rewards Plus card tile check box.
2. In the Provide instructions for making updates to Rewards Plus card tile text box, enter Change the cashback on the content image to 4% to provide the instructions for making updates to the selected web treatment.
Click Continue to advance to the journey details.
Click Continue to advance past the journey details.
In the Edit engagement policy section, expand the Action to update: Premier Rewards card section.
1. In the Describe changes field, enter offer suitable only if Debt-to-Income Ratio is less than 40.
Expand the Action to update: Rewards Plus card section.
1. Scroll down to the Describe changes field in the expanded section.
2. In the Describe changes field, enter offer suitable only if Debt-to-Income Ratio is less than 40.
Click Finish to confirm the details.
In the lower-left corner, click the user profile image, and then select Log off to sign out as the Business User.

3 Prioritize the created change request

Log in to 1:1 Operations Manager as a Team Lead with User name TeamLead and Password rules.
In the navigation pane of 1:1 Operations Manager, click Change Requests to view the list of change requests.
On the list of change requests, click the Update existing actions change request.
In the To do list, to the right of Rank change request, click Go to open the Rank change request section.
In the Rank change request section, in the Rank field, enter 1.
Click Submit to submit the rank.
In the To do list, to the right of Assign build stage peer-reviewers, click Go to open the task.
Click Submit.

Note: You add a peer-reviewer by using the Stakeholders widget in the Launching a new offer challenge.

In the lower-left corner, click the user profile image, and then select Log off to sign out as the Team Lead.

4 Complete action build tasks for the Rewards Plus card

Log in to 1:1 Operations Manager as an NBA Specialist with User name NBASpecialist and Password rules.
In the navigation pane of 1:1 Operations Manager, click Change Requests to view the list of change requests.
In the list of change requests, click Updating existing actions change request.
In the To do list, click View all to see a total of five tasks for each change to the actions.
To the right of the Design web treatment task, click the More icon, and then select Assign to myself.

Note: Check that you can now see only three tasks. These are all the tasks related to the Rewards Plus card. Once you finish defining the details of the Rewards Plus card, you can then work on the tasks required for the next card, which is the Premier Rewards card.

To the right of the Design web treatment task, click Go to begin the task.
In the Design web treatment section, enter the following details:
1. In the Name field, enter Rewards Plus card Web tile2.
2. In the Content URL field, ensure that the following URL is displayed: https://artifacts.pegaenablement.com/images/RewardsPlusSM4.png
3. In the Click-through URL field, enter https://env-xxxx.pegaenablement.com/uplus-wss/retail_bank/category.html
  Note: For the click-through URL, replace XXXX with the value specific to your exercise environment. You can copy this from the URL that is displayed in your browser.
4. In the Placement type list, ensure that Tile is selected.
5. In the Language list, ensure that English (United States) is selected.
6. In the Format section, ensure that Image is selected.
  1. Click Submit
In the To do list, to the right of the Update engagement policy details task, click the More icon, and then select Assign to myself.
To the right of the task Update engagement policy details, click Go to begin the task.
1. In the summary pane on the left, click Engagement policy.
2. In the Engagement policy section, verify that the engagement rules that you need to implement are displayed in the Description field.
3. In the Suitability section, confirm that there is already a condition defined in the Debt-to-Income Ratio list at group level.
4. Click the + icon to add an action level suitability for the action.
In the Suitability section, click the Add icon to add the following condition:
1. In the first list, ensure that Customer is selected.
2. In the second list, in the Fields section, select DebtToIncomeRatio.
3. In the third list, select is less than.
4. In the last list, enter 40
Click Continue to prepare the change request for engagement policy validation.
In the summary pane, click the arrow to collapse the summary pane.
In the list of personas displayed, select Barbara and Robert, and then click Continue to run the validation.
1. In the Run validation section, perform the following steps:
  1. In the Desired outcome column for Barbara, select Receive.
  2. In the Desired outcome column for Robert, ensure Not receive is selected.
  3. Click the Run the test icon.
  4. Confirm that the test run result in the Result column shows PASS for both Barbara and Robert's tests.
    Barbara's Debt-to-Income Ratio is 35, which satisfies the defined suitability rule (Debt-to-Income Ratio < 40) and Robert's Debt-to-Income Ratio 42, which does not satisfy the defined suitability rule (Debt-to-Income Ratio < 40).
  5. Click Continue.
  6. Click Finish to bypass defining a peer reviewer.
    As a Business User, you did not assign a peer reviewer.
Expand the summary pane.
To the right of the Define action details task, click the More icon, and then select Assign to myself.
To the right of the task, click Go.
1. In the left pane, click Details to view the details left by the business user.
2. Scroll down to see the details given by the business user.
3. Scroll up and ensure that the Define action details section reflects the details given in the action description below.
4. Click Submit to review the tasks completed for the Rewards Plus card.
To the right of the Review all completed tasks in build stage task, click the More icon, and then select Assign to myself.
To the right of the task, click Go.
Review all the completed tasks in the build stage, and then click Submit.

5 Complete the action build tasks for the Premier Rewards card

In the navigation pane of 1:1 Operations Manager, click Change Requests to view the list of change requests.
In the list of change requests, click the Updating existing actions change request.
In the To do list, you can see two tasks related to the Premier Rewards card. Let us start defining them for this card.
In the To do list, to the right of the Update engagement policy details task, click the More icon, and then select Assign to myself.
1. To the right of the task, click Go.
2. In the summary pane on the left, click Engagement policy.
3. Scroll down to the bottom of the page and verify that the engagement rules that you need to implement are displayed.
4. In the Suitability section, click the Add icon to add the following condition:
  1. In the first list, ensure that Customer is selected.
  2. In the second list, in the Fields section, select DebtToIncomeRatio.
  3. In the third list, select is less than.
  4. In the last list, enter 40
Click Continue to prepare the change request for engagement policy validation.
1. On the summary pane, click the arrow to collapse the summary pane.
2. In the list of personas, select Barbara and Robert, and then click Continue.
3. In the Run validation section, perform the following steps:
  1. In the Desired outcome column for Barbara, select Receive.
  2. In the Desired outcome column for Robert, ensure Not receive is selected.
  3. Click the Run the test icon.
  4. Confirm that the test run result in the Result column shows PASS for both Barbara and Robert's tests.
    Barbara's Debt-to-Income Ratio is 35, which satisfies the defined suitability rule (Debt-to-Income Ratio < 40) and Robert's Debt-to-Income Ratio is 42 which does not satisfy the defined suitability rule (Debt-to-Income Ratio < 40).
  5. Click Continue.
  6. Click Finish to bypass sending the change request to the peer reviewer.
Expand the summary pane.
To the right of the Define action details task, click the More icon, and then select Assign to myself.
To the right of the task, click Go.
1. In the left pane, click Details to view the details left by the business user.
2. Scroll down to see the details given by the business user in the description.
3. Scroll up to the Define action details section and ensure that the action details reflect the details given in the action description below.
Click Submit to review the tasks completed for the Premier Rewards card.

6 Review and validate the change request

To the right of the Review all completed tasks in build stage task, click the More icon, and then select Assign to myself.
1. To the right of the task, click Go.
2. Review all completed tasks in the build stage
3. Click Submit to update the status of the task.
4. Confirm that the change request status changes to Resolved-Completed.
In the navigation pane of 1:1 Operations Manager, click Change Requests to view the list of change requests.
In the list of change requests, click the Update existing actions change request.
In the To do list, to the right of the Validate artifacts task, click the More icon, and then select Assign to myself.
To the right of the task, click Go.
1. In the Validate artifacts section, review all the artifacts generated by this change request.
2. Click Submit to update the action status.
Confirm that the action status is DEPLOYMENT READY.
In the lower-left corner, click the user profile image, and then select Log off to sign out as the NBA Specialist.

7 Promote changes to production

Log in to 1:1 Operations Manager as a Team Lead with User name TeamLead and Password rules.
In the navigation pane of 1:1 Operations Manager, click Change Requests to view the list of change requests.
In the list of change requests, click the Update existing actions change request.
In the To do list, to the right of the Complete this change request task, click the More icon, and then select Assign to myself.
To the right of the task, click Go.
In the Complete this change request section, click Approve.
Confirm that the action status is RESOLVED-COMPLETED.
In the lower-left corner, click the user profile image, and then select Log off to sign out as the Team Lead.

8 Deploy changes to production

Log in to 1:1 Operations Manager as a Revision Manager with User name RevisionManager and Password rules.
In the navigation pane of 1:1 Operations Manager, click Revision Management to see the current revisions.
In the Welcome back, Revision Manager section, click Update business rules.
In the upper-right corner, click Actions > Deploy revision.
Enter a comment, and then click Deploy to view the Merge status message and wait for deployment.
Confirm that the deployment begins after the revision changes are merged. The screen refreshes by itself and advances to a stage where the revision is being deployed, but still waiting for testing.
Click Test or activate this revision to select the test users.
In the Test or activate this revision window, select Activate for all operators.
Click Submit to display the message that the deployment is successfully activated.
Click Complete revision to finish the revision.

Confirm your work

In the header of Pega Customer Decision Hub, click Reports > Customer Profile Viewer to open Customer Profile Viewer.
In the Customer Profile Viewer window, in the Customer ID filed, enter 17 which is Robert's customer ID and click View.
In the profile of Robert, click Next best actions tab.
1. From the Direction drop down, select Inbound.
2. From the Channel drop down, select Web.
3. From the Real-time container drop down select TopOffers.
4. Click Make decision.
Observe that Robert is not eligible for any of the credit cards.
In the Customer Profile Viewer window, in the Customer ID filed, enter 15 which is Barbara's customer ID and click View.
In the profile of Barbara, click Next best actions tab.
1. From the Direction drop down, select Inbound.
2. From the Channel drop down, select Web.
3. From the Real-time container drop down select TopOffers.
4. Click Make decision.
Click Density and select Full Content to display the view the full action names.
Observe that Barbara is eligible for both the Premium Rewards and the Rewards Plus cards. This is because of the engagement policy we changed for both the cards.
In the results section of the Next Best Action tab, click Top treatments.
Expand Rewards Plus Card Web – Tile to check that the displayed image of the card reflects the cashback change.