Updating existing actions

7 Tasks

30 mins

Visible to: All users

Beginner

Pega Customer Decision Hub '23

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
NBA Designer	NBADesigner	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 customers Barbara Stockton and Robert Walton are eligible for two credit cards, PremierRewardscard and RewardsPluscard.

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 actions 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 Rewards Plus 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.

Note: In a real environment, after the promotion stage, there is also a deployment stage, where the Revision Manager deploys all the promoted changes to production. Because this step is time-consuming, we skip it for the purpose of this exercise.

Task 8: Confirm your work

In 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^TM to log in to Pega Customer Decision Hub.
Log in as an NBA Specialist:
1. In the User name field, enter NBADesigner.
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, complete the following details:
1. In the Type field, select Customer name.
2. In the Customer name field, enter Barbara Stockton.
In Barbara's profile, click the Next best actions tab and select Web Inbound channel context.
Click Make decision to generate a list of decision results:
Confirm that Barbara is eligible for two credit cards: PremierRewardscard and RewardsPluscard.

Note: In this case, the rank of PremierRewardscard is 1, which means that this card offer is displayed when Barbara logs in to U+ Bank website. The Rewards Plus card is the action with the lowest propensity. However, the results may vary depending on the environment.
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, complete the following details:
1. In the Type field, select Customer name.
2. In the Customer name field, enter Robert Walton.
In Robert's profile, click the Next best actions tab and select Web Inbound channel context.
Click Make decision to generate a list of decision results.
Confirm that Robert is eligible for two credit cards: RewardsPluscard and PremierRewardscard.

Note: In this case, the rank of RewardsPluscard is 1. It means that this card offer is displayed when Robert logs in to U+ Bank website. The PremierRewardscard is the action with the lowest propensity. However, the results may vary depending on the environment.

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 > Action update to create a change request for updating an existing offer.
In the Update existing actions dialog box, configure the details:
1. In the Name field, enter Update existing actions to represent the change request name.
2. In the Completion date field, click the Calendar icon and then select a date in the future.
3. In the Business issue list, select Grow.
4. In the Group list, select Credit cards.
5. In the Description field, enter the following text:
  
  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.
6. 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 Detail update for selected actions section, click the Edit icon next to the Rewards Plus card and select Edit engagement policy, to edit the engagement policies.
In the Edit action: Rewards Plus card window, select the Use condition builder radio button.
In the Suitability section, confirm that there is already a condition defined in the Debt-to-Income Ratio list at the group level.
Click the Add icon to add a row.
Add a condition and name it Customer Debt-to-income ratio is less than 40.
Click Submit.
Confirm that the status of the Rewards Plus card has changed to Edited.
Repeat steps 6-13 to edit the Premier Rewards card engagement policies. Add the same suitability rule, Customer Debt-to-income ratio is less than 40.
Click the Edit icon next to the Rewards Plus card and select Edit attributes, to edit the action details.
In the Edit action: Rewards Plus card section, complete the following details:
1. In the Description field, enter the following text: Get 4% cashback when you travel and more.
2. In the Benefits field, enter the following text: Earn 4% in cash on airline tickets purchased from FlightEx Air and 3% on all other purchases. Plus, enjoy 25% back on inflight purchases.
3. Click Submit.
Click the Edit icon next to the Premier Rewards card ard and select Edit attributes, to edit the action details.
1. In the Description field, enter Receive 24/7 personal service and doubled cashback.
2. In the Benefits field, 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. Click Submit.
Click the Edit icon next to the Rewards Plus card and select Edit treatments.
In the Edit Action: Rewards Plus card window, click Add web treatment to add a new treatment.
In the Treatment 2 section, complete the following details:
1. Ensure that the Request new treatment radio button is selected.
2. In the Name field, enter Rewards Plus card Web Tile 2.
3. In the Placement type list, select Tile.
4. In the Availability section, ensure that Always is selected.
  
  Note: In the treatment creation window, you can ignore the warning about the disabled channel.

Click Submit.
In the Detail updates for selected Actions section, click the Edited status to see what elements you have edited.
Click Continue to review the updates.
Review the updates and then click Finish.
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 the Updating existing actions change request.
In the To do list, click View all to see all the five tasks for each change to the actions
In the Design web treatment task, click More and then select Assign to myself.
In the Design web treatment task, click Go to begin the task
In the Design web treatment section, complete the following details:
1. In the Name field, enter Rewards Plus card Web tile 2.
2. In the Placement type list, confirm that Tile is the selection.
3. In the Language list, confirm that English (United States) is the selection.
4. In the Content URL field, ensure that the following URL is displayed: https://artifacts.pegaenablement.com/images/RewardsPlusSM4.png
5. In the Click-through URL field, enter https://pega.xxxxxx.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.
6. In the Format section, confirm that Image is the selection.
7. In the Availability section, make sure that Always is the default selection.
8. Click Continue.

In the Update engagement policy details task, click More and then select Assign to myself.
In the Update engagement policy details task, click Go to begin the task.
In the Update engagement policy details section, check if the Debt-to-income ratio is less than 40 suitability condition has been added.
Click Continue.
In the Prepare validation section, click any persona to preview its respective values:
1. Close the persona preview.
2. Select the checkboxes for Barbara and Robert to mark those personas for validation, and then click Continue.
3. In the Run validation section, in the Barbara row, in the Desired outcome list, select Receive.
4. For Robert, select Not receive.
  Note: In this case, the Desired outcome for Barbara is Receive because the Debt-to-income ratio for Barbara is less than 40. The Desired outcome for Robert is Not receive because the Debt-to-income ratio is 42, which does not meet the suitability condition.
5. Click Run the test.
6. In the Result column, confirm that the status of Barbara's test is Pass, and then click Continue to complete the step.
7. Click Finish to complete the task.

In the To do list, in the Define action details task, click More and then select Assign to myself.
In the Define action details task, click Go to begin the task.
In the summary pane on the left, click Details.
1. On the Details tab, in the Attributes section, ensure that:
  1. The Description is: Get 4% cashback when you travel and more.
  2. The Benefits description is: Earn 4% in cash on airline tickets purchased from FlightEx Air and 3% on all other purchases. Plus, enjoy 25% back on inflight purchases.
2. Click Submit.
In the Review all completed tasks in build stage task, click More and then select Assign to myself.
To the right of the Review all completed tasks in build stage task, click Go to begin the task.
In the Review all completed tasks in build stage, click Submit to complete the review step.

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 Update existing actions change request.
In the To do list, ensure that there are two tasks to complete for the Premier Rewads Card.
In the Update engagement policy details task, click More and then select Assign to myself.
To the right of the Update engagement policy details task, click Go to begin the task.
In the Update engagement policy details section, check if the Debt-to-income ratio is less than 40 suitability condition has been added.
Click Continue.
In the Prepare validation section, select the checkboxes for Barbara and Robert to select the personas for validation, and then click Continue.
In the Run validation section, in the Barbara row, in the Desired outcome list, select Receive.
For Robert, select Not receive.
Note: In this case, the Desired outcome for Barbara is Receive because the Debt-to-income ratio for Barbara is less than 40. The Desired outcome for Robert is Not receive because the Debt-to-income ratio is 42, which does not meet the suitability condition.

Click Run the test.
In the Result column, confirm that the status of Barbara's test is Pass, and then click Continue to complete the step.
Click Finish to complete the task.
In the To do list, in the Define action details task, click More and then select Assign to myself.
In the Define action details task, click Go to begin the task.
In the Attributes section, ensure that:
1. The Description is Receive 24/7 personal service and doubled cashback.
2. The Benefits description is: 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. Click Submit.
In the Review all completed tasks in build stage task, click More and then select Assign to myself.
In the right of the Review all completed tasks in build stage task, click Go to begin the task.
In the Review all completed tasks in build stage, click Submit to complete the review step.
Confirm that the change request status is Resolved-Completed.

6 Review and validate the change request

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 Update existing actions change request.
In the Validate artifacts task, click More and then select Assign to myself.
In the Validate artifacts task, click Go.
Review all completed tasks in the build stage, and then click Submit to update the status of the task.
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 More 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.

Confirm your work

Log in to 1:1 Operations Manager as an NBA Designer:
1. In the User name field, enter NBADesigner.
2. In the Password field, enter rules.
In the header of Customer Decision Hub, click Reports > Customer Profile Viewer to open the Customer Profile Viewer.
In the Customer Profile Viewer, complete the following details:
1. in the Type list, select Customer name.
2. in the Customer name field, enter Robert.
3. Click View.
In Robert's profile, click the Next best actions tab, and then configure a next-best-action decision
1. In the Channel context list, select Web Inbound.
2. Ensure that the option: Show all decision results is selected.
3. Click Make decision.
4. Observe that Robert is not eligible for any of the credit cards.
In the Customer Profile Viewer, complete the following details:
1. In the Type list, select Customer name.
2. In the Customer name field, enter Barbara.
In the profile, click the Next best actions tab, and then configure next-best-action decision:
1. In the Channel context list, select Web Inbound.
2. Ensure that the Show all decision results option is selected.
3. Click Make decision.
4. 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.
5. Click the Top treatments tab.
6. Expand the card tile to check that the displayed image of the card reflects the cashback change.