Free Pegasystems PEGAPCDC87V1 Exam Practice Questions & Explanations
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U+ Bank, a retail bank, has recently implemented a project in which qualified customers see mortgage offers when they log in to the web self-service portal.
Currently, only the customers who satisfy the following engagement policy conditions receive the Fifteen-year fixed-rate mortgage offer:
The bank decides to make two changes:
1. Update the suitability condition for the Fifteen-year fixed-rate mortgage offer.
2. Introduce a new offer, Twenty year fixed-rate mortgage.
The following table shows the new engagement policy conditions for both mortgage offers:
What is the best practice to fulfill this change management requirement in the Business Operations Environment?
To implement the required changes for the mortgage offers, you should create two separate change requests in the 1:1 Operations Manager portal. This ensures each change is tracked and managed individually.
Update Suitability Condition for Fifteen-Year Fixed-Rate Mortgage Offer:
Step 1: Log into the 1:1 Operations Manager Portal.
Step 2: Create a change request for updating the suitability condition of the Fifteen-Year Fixed-Rate Mortgage offer.
Step 3: Specify the details of the change, including the new suitability condition (Credit Score > 450).
Step 4: Submit the change request for approval and implementation.
Introduce a New Offer - Twenty-Year Fixed-Rate Mortgage:
Step 1: In the 1:1 Operations Manager Portal, create a new change request for introducing the Twenty-Year Fixed-Rate Mortgage offer.
Step 2: Define the new offer, including its eligibility, applicability, and suitability conditions (Credit Score > 600).
Step 3: Configure the necessary treatments and engagement policies for the new offer.
Step 4: Submit this change request for approval and implementation.
Best Practices:
Creating separate change requests ensures that each modification is properly documented and approved, reducing the risk of errors and making it easier to track changes.
This approach also allows for independent testing and validation of each change before it goes live.
Pega-Customer-Decision-Hub-User-Guide-85.pdf: 'Managing business-as-usual changes with Pega 1:1 Operations Manager' section.
Pega documentation on 'Creating change requests in 1:1 Operations Manager'.
By following these steps, U+ Bank can effectively manage the changes to their mortgage offers, ensuring that both the updated suitability condition and the new offer are correctly implemented.
Reference module: Essentials of always-on outbound.
A U+ bank customer tries to initiate a fund transfer. Due to a slow internet connection, the transfer ends abruptly. The bank then sends an email with a link to continue the incomplete transaction. Which type of outbound interaction is this?
Understanding Customer Events:
Customer events are interactions triggered by specific actions or behaviors of the customer.
In this case, an incomplete transaction due to a slow internet connection is an event that prompts further action.
Email with Link to Continue Transaction:
Sending an email with a link to continue an incomplete transaction is a response to a customer event.
This type of communication is designed to help the customer complete their intended action, improving user experience.
Verification:
The documentation categorizes interactions like these as customer events.
Reference module: Adding more tracking time periods for contact policies
A bank is currently displaying a group of mortgage offers to its customers on their website. The bank wants to suppress the mortgage group for 15 days if a customer ignores three offers from the mortgage group. How do you define the suppression rule for this requirement?
To define a suppression rule in Pega for the scenario where a group of mortgage offers should be suppressed for 15 days if a customer ignores three offers from the mortgage group, follow these steps:
Define the Suppression Rule:
Create a contact policy in Pega Customer Decision Hub to suppress the group of mortgage actions.
Specify the Condition:
Set the condition to suppress the group of actions if there are 3 rejects (ignored offers) for any channel. This means the suppression applies regardless of whether the offers were displayed on the web, mobile, email, etc.
Set the Suppression Duration:
Configure the suppression period to be 15 days. This ensures that the group of actions will not be shown to the customer for 15 days after they have ignored three offers.
Apply the Contact Policy:
Ensure the contact policy is associated with the relevant group of actions (mortgage offers) and that it is enforced by the strategy framework.
Test and Validate:
Test the suppression rule to verify it works as expected and that the offers are suppressed correctly after three rejects.
Pega Customer Decision Hub User Guide 8.7: Adding more tracking time periods for contact policies, Creating a contact policy, Contact policy library.
U+ Bank has recently started using Pega Customer Decision Hub to display the first credit card offer, the Standard card, to every customer who logs in to their website.
Which three tasks do you need to perform to implement this requirement? (Choose Three)
Business Structure: Setting up the business structure to Sales/CreditCards ensures that the actions and offers are correctly categorized and managed within the appropriate business context.
Real-Time Container: Creating and configuring a real-time container is necessary for presenting the credit card offer to customers in real-time as they log in to the website.
Action and Web Treatment: Defining the action and configuring its web treatment ensures that the offer is ready to be displayed to the customers, complete with the necessary details and presentation format.
U+ Bank is currently running outbound communications for home loan offers and credit cards. They have added five new actions to the Credit Cards group. They would like to enable these actions in the email channel. What are the two minimum configurations that must be made? (Choose Two)
Requirement:
U+ Bank has added five new actions to the Credit Cards group and wants to enable these actions in the email channel.
Configuring Each Action with an Email Treatment:
Each action must be configured with an appropriate treatment for the email channel.
Treatments define how the actions are presented in the channel, including the content and format of the email.
This step ensures that the actions are prepared to be sent via email with the correct content.
Enabling the Email Channel in Next-Best-Action -> Channels:
The email channel must be enabled in the Next-Best-Action Designer.
This involves configuring the channel settings to ensure that the actions can be executed through email.
Enabling the channel makes it available for selection when configuring outbound runs and treatments.