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.

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

In the action creation window, you can select the pre-defined action type, that most closely matches the use case or you can create the custom action change request. Opting for the predefined action type automatically populates certain data within the change request.

The bank wants to introduce a new offer, so select the category Sales.

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

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

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.

Select the appropriate Business issue and Group if you know it. 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.

Continue to define the journey stage.

In the Define journey stage, you can mark the action to be available only when a customer is on a specified customer journey stage.

Click continue to skip this step and define the engagement policy.

In the Define engagement policy section, there are two options to define the engagement policy details.

You can describe the requirements using business language. The NBA Specialist is responsible for implementing these requirements later in the build stage.

You can also select the Use condition builder option to see four categories to define the criteria.

Eligibility rules are rules that qualify a customer for an action. For example, the age of the customer must be greater than or equal to 18.

Applicability rules are factors that determine if an action is appropriate at this point for this customer. For example, the customer does not own any credit cards yet.

Suitability rules are conditions that determine if an action is deemed appropriate and is in the best interest of the customer. For example, customer's debt-to-income ratio should be less than or equal to 48.

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: Annual Income is greater than 10000.

Continue to define the channels.

Finally, in the Define channels section, you can select the channel and add details about the channel in which the action is presented. As you opted for the predefined "Sales" action type at the beginning of the change request creation process, two channels--E-mail and Web--are preselected at this stage. In this case, the bank wants to display this offer on the web channel. Therefore, delete the E-mail channel group. In the Web channel group window, you can provide details for one or more web treatments (for example, the availability date and the placement type such as hero or tile). 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.