Updating existing actions

8 Tasks

30 mins

Visible to: All users

Beginner

Pega Customer Decision Hub 8.8

English

Scenario

U+ Bank is 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 the customers.

The bank increases the cashback offer 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 the Customer Profile Viewer of Customer Decision Hub, verify that the customer Barbara (whose Customer ID is 15) is eligible for two credit cards, PremierRewardscard and RewardsPluscard, and that the rank of PremierRewardscard is 1. Also, verify that Robert (whose Customer ID is 17) is eligible for two credit cards, RewardsPluscard and PremierRewardscard, and that the rank of RewardsPluscard is 1.

Note: If you use an instance from the previous challenges, you see the artifacts (Cashback 15 card) that you 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 the Rewards Plus card and the Premier Rewards card. 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 that the Business User submits.

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

As an NBA Specialist, complete the various build tasks 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 the 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 to update the Premier Rewards Plus action that is 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 your work

In the Customer Profile Viewer of Customer Decision Hub, see whether Barbara or Robert are 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 landing page, click Pega Infinity to log in to Pega Customer Decision Hub.
Log in as a Decisioning Architect:
1. In the User name field, enter DecisioningArchitect.
2. In the Password field, enter rules.
In the header of Customer Decision Hub, click Reports > Customer Profile Viewer to open Customer Profile Viewer.
In the Customer Profile Viewer, in the Customer ID field, enter 15, and then click View to open the profile for Barbara.
In the profile, click the Next best actions tab, and then configure the next-best-action decision:
1. In the Direction list, select Inbound.
2. In the Channel list, select Web.
3. In the Real-time container list, select TopOffers.
4. Click Make decision to generate a list of decision results.
In the list of results, click Density > Full Content to display the full list of actions.
Confirm that Barbara is eligible for two credit cards: PremierRewardscard and RewardsPluscard.
The rank of PremierRewardscard is 1, and that card is displayed when Barbara logs in to U+ Bank website. The Rewards Plus card is the action with the 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 field, enter 17, and then click View to open the profile for Robert.
In the profile, click the Next best actions tab, and then configure the next-best-action decision:
1. In the Direction list, select Inbound.
2. In the Channel list, select Web.
3. In the Real-time container list, select TopOffers.
4. Click Make decision to generate a list of decision results.
In the list of results, click Density > Full Content to display the full list of actions.
Confirm that Robert is eligible for two credit cards: RewardsPlusCard and PremierRewardsCard. The rank of the RewardsPluscard is 1, and that card is displayed when Robert logs in to U+ Bank website. The Premier Rewards card is the action with the 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 upper-right corner, click the user profile image and then select Log off to log out of the application.

2 Create a change request to update existing actions

Log in to 1:1 Operations Manager as a Business User:
1. In the User name field, enter BusinessUser.
2. In the Password field, enter rules.
In the navigation pane of 1:1 Operations Manager, click Create > Change Request to create a change request for updating an existing offer.
In the New operations change request dialog box, configure the details:
1. In the Name field, enter Update existing actions to represent the change request name instead of the action name.
2. In the Select type section, select Update existing action.
3. In the Completion date field, click the Calendar icon and then select a date in the future.
4. In the Business issue list, select Grow.
5. In the Group list, select Credit cards.
6. In the Description field, enter 1. Update all the cashback percentages for the 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 action.
In the Specify details for update existing action section, select the following checkboxes:
- Rewards Plus card
- 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, select the following checkboxes:
  - Edit engagement policy
  - Edit action details
2. In the Rewards Plus card column, select the following checkboxes:
  - Edit existing treatment
  - Edit engagement policy
  - Edit action details
  In the Edit action details section, you are editing the existing treatment only for the Rewards Plus card. The image that is 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, as shown in the following figure:

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, enter 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, enter 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 checkbox.
2. In the Provide instructions for making updates to Rewards Plus card tile field, enter Change the cashback on the content image to 4% to provide the instructions for updating the selected web treatment.
Click Continue to advance to the journey details.
In the Update Journey details section, 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. 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:
1. In the User name field, enter TeamLead.
2. In the Password field, enter 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, in the Rank change request task, click Go to open the task.
In the Rank change request section, in the Rank field, enter 1.
Click Submit to submit the rank.
In the To do list, in the Assign build stage peer-reviewers task, click Go to open the task.
Click Submit to skip the addition of peer reviewers to the change request.

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:
1. In the User name field, enter NBASpecialist.
2. In the Password field, enter 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 five tasks for each change to the actions.
In 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.

In 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://ubank-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, confirm that Tile is the selection.
5. In the Language list, confirm that English (United States) is the selection.
6. In the Format section, confirm that Image is the selection.
7. Click Continue.
In the Prepare validation section, click any persona to preview its respective values:
1. Close the persona preview.
2. Click the checkbox for Barbara to select the persona for validation, and then click Continue.
3. In the Run validation section, click the Run the test icon.
4. In the Result column, confirm that the status of Barbara's test is Pass, and then click Continue to complete the step.
5. Click Finish to complete the task.
In the To do list, in the Update engagement policy details task, click the More icon, and then select Assign to myself.
In the Update engagement policy details task, click Go to begin the task.
1. In the summary pane on the left, click Details.
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 the group level.
In the Suitability section, click the Add icon to add the following condition:
1. In the first list, ensure that Customer is the default selection.
2. In the second list, in the Fields section, select DebtToIncomeRatio.
3. In the third list, select is less than.
4. In the last field, enter 40.
5. Click Continue to prepare the change request for engagement policy validation.

In the list of personas, select Barbara and Robert, and then click Continue to run the validation.
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 the default selection.
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.
In the Define action details task, click the More icon, and then select Assign to myself.
In the Define action details task, click Go.
1. In the left pane, click Details to view the action details left by the business user.
2. In the Define action details section, confirm that the details reflect the details given in the action description below.
3. Click Submit to review the tasks completed for the Rewards Plus card.
In the Review all completed tasks in build stage task, click the More icon, and then select Assign to myself.
In the task Review all completed tasks in build stage, click Go.
Review all the completed tasks in the build stage, and then click Submit.
Ensure that the status of the change request is Resolved-Completed.

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.
Note: 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. In the Update engagement policy details task, click Go.
2. In the summary pane on the left, click the Engagement policy tab.
3. At the bottom of the page, 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 the default selection.
  2. In the second list, in the Fields section, select DebtToIncomeRatio.
  3. In the third list, select is less than.
  4. In the last field, enter 40.
Click Continue to prepare the change request for engagement policy validation.
1. In the list of personas, select the following checkboxes:
  - Barbara
  - Robert
2. Click Continue.
3. In the Run validation section, run the tests for the customers:
  1. In the Desired outcome column for Barbara, select Receive.
  2. In the Desired outcome column for Robert, confirm that Not receive is the default selection.
  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.
    Note: 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.

In the Define action details task, click the More icon, and then select Assign to myself.
In the Define action details task, click Go.
1. In the left pane, click Details to view the details from the business user.
2. In the Define action details section, 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

In the Review all completed tasks in build stage task, click the More icon, and then select Assign to myself.
1. In the Review all completed tasks in build stage task, click Go.
2. Review all completed tasks in the build stage, and then click Submit to update the status of the task.
3. Confirm that the change request status is 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, in the Validate artifacts task, click the More icon, and then select Assign to myself.
In the Validate artifacts task, click Go.
1. In the Validate artifacts section, review all the artifacts that the change request generated.
2. Click Submit.
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:
1. In the User name field, enter TeamLead .
2. In the Password field, enter 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, in the Complete this change request task, click the More icon, and then select Assign to myself.
In the Complete this change request 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:
1. In the User name field, enter RevisionManager.
2. In the Password field, enter 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 screen refreshes by itself to indicate that the deployment is successful and is ready for testing, and then 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 Customer Decision Hub, click Reports > Customer Profile Viewer to open the Customer Profile Viewer.
In the Customer Profile Viewer, in the Customer ID field, enter 17, and then click View to open the profile for Robert.
In the profile, click the Next best actions tab, and then configure next-best-action decision:
1. In the Direction list, select Inbound.
2. In the Channel list, select Web.
3. In the Real-time container list, select TopOffers.
4. Click Make decision.
5. Observe that Robert is not eligible for any of the credit cards.
In the Customer Profile Viewer, in the Customer ID field, enter 15, and click View to open the profile for Barbara.
In the profile, click Next best actions, and then configure the next-best-action decision:
1. In the Direction list, select Inbound.
2. In the Channel list, select Web.
3. In the Real-time container list, select TopOffers.
4. Click Make decision.
In the list of results, click Density > Full Content to display the full list of actions.
Observe that Barbara is eligible for both the Premier Rewards and the Rewards Plus cards as a result of the engagement policy that you changed for both cards.
Click the Top treatments tab.
Expand Rewards Plus Card Web – Tile to check that the displayed image of the card reflects the cashback change.