Submitting a request for a new action

This video explains how to submit a change request in 1:1 Operations Manager.

The marketing team at U+ Bank, a retail bank, uses the web self-service portal as a marketing channel. The bank wants to promote using credit cards for utility bill payments to all customers who log in to the self-service portal.

The bank wants to introduce a new cashback offer of 5% to the customers who make bill payments with the credit card.

Business users and next-best-action specialists use Pega 1:1 Operations Manager to work collaboratively in a business operations environment.

A business user first creates a change request in Pega 1:1 Operations Manager to initiate adding a new action. A change request represents a change to one or more next-best-action artifacts.

As a business user, you create a change request to capture the business context of the required change.

In the change request form, enter a name that describes the purpose of the request.

The change request category indicates the type of change. In this case, you want to introduce a new offer, so click Create new action.

As a business user, you provide the completion date as the expected timeframe in which the next-best-action specialists complete the request.

Select the appropriate Business issue and Group if you know it. In this case, Sales and Credit cards. You can also provide this later.

You can use the Description section to provide any additional business details that are useful for the next-best-action specialists.

Create the new change request. The new change request has a unique ID.

The change request is currently in the Plan stage.

Observe that the first task to be completed is Define attributes. The purpose of this task is to capture additional details from the business user about the new action to help the next-best-action specialists who work on it later.

In the Define attributes section, enter a name for the new action. In this case, the Cashback 5 card.

The Business Issue and Group are already populated if the details are given when creating the request. These details can be changed later in collaboration with the next-best-action specialist.

Continue to define the availability.

In the Define availability section, you can provide details on action availability. The Completion date that you entered while creating the change request is mapped to the Action start date.

Continue to define the engagement policy.

In the Define engagement policy section, you have four categories to define the criteria.

Eligibility rules are rules that qualify a customer for an action. For example, the Bonus points offer can require that the customer owns a card.

Applicability rules are factors that determine if an action is appropriate at this point for this customer. For example, the customer used to pay utilities with a credit card but no longer does.

Suitability rules are conditions that determine if an action is deemed appropriate and is in the best interest of the customer. For example, the customer is not in collections.

Contact policy conditions help avoid customer fatigue through over-communication. For example, hide if an offer is already accepted.

In this case, you add an eligibility rule: Average spent on card less than 3000. and contact policy condition Hide if offer already accepted. Note the business user is defining in business language what the requirements are. The NBA Specialist is responsible for implementing these requirements.

Continue to define the channels.

Finally, in the Define channels section, you can select the channel and add its details about the channel in which the action is presented. In this case, the bank wants to display this offer on the web channel.

Once you add the web channel, you can provide details for one or more web treatments (for example, placement type such as hero or tile, and the availability date). In this case, a tile.

Finish the task.

Notice that there is a new task in the To do section: Rank change request. As a business user, you are unable to work on these tasks as are intended for a team lead.

You have reached the end of this video. What did it show you?

• How to submit a change request in 1:1 Operations Manager as a business user.