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U+ Bank uses a scorecard rule in a decision strategy to compute the mortgage limit for a customer. U+ Bank updated their scorecard to include a new property in the calculation: customer income.
What changes do you need to make in the decision strategy for the updated scorecard to take effect?
Updating Scorecard in Decision Strategy: When a scorecard rule is updated to include a new property such as customer income, it is essential to reflect this change in the decision strategy. The scorecard properties must be correctly mapped to ensure the new calculations are utilized.
U+ Bank promotes credit card offers on its website and uses Pega Customer Decision Hub to personalize the offer for every customer. Now, the bank wants to lower the number of customers that leave the bank by showing a proactive retention offer to high churn risk customers instead. As an NBA analyst, you are tasked with creating a new applicability setting to comply with the new business rule. Which business issue or issues do you modify?
Business Issues and Groups in Pega CDH - Business issues (like Sales, Service, Retention) categorize customer engagement strategies. Each issue can have multiple groups representing specific goals (e.g., credit cards, loans under Sales).
Retention Issue - Since the objective is to retain customers who are at high risk of leaving, modifying the Retention issue aligns the strategy with the goal of reducing churn.
Steps to Modify Retention Issue:
Navigate to the Next-Best-Action Designer.
Select the Retention issue.
Update or create new applicability settings to identify high churn risk customers.
Configure actions (proactive retention offers) to be presented to these customers.
Pega Customer Decision Hub User Guide 8.7, Section 'Managing issues and groups,' explains how to configure and manage business issues including Retention.
U+, a retail bank, has recently implemented a project in which credit card offers are presented to qualified customers when they log in to the web self-service portal. To show the offers per the bank's requirements, the bank added all existing contact policy conditions. What is the immediate next step they should take?
Contact Policy Conditions - U+ Bank has added all existing contact policy conditions, ensuring that offers comply with set business rules.
Unit Tests with Persona Testing - Before going live, it is essential to validate the implementation through persona-based unit tests. This helps verify that the strategy gives the expected results for different customer personas.
Process:
Design test personas that represent various customer segments.
Run tests to ensure that each persona receives appropriate offers.
Validate the expected outcomes, ensuring no regressions or policy breaches.
Pega Customer Decision Hub User Guide 8.7, Section 'Testing Next-Best-Action configuration with persona testing,' provides detailed steps on how to configure and run persona tests .
A bank is currently doing cross-sell on the web by showing various credit cards to its customers. Due to the credit limits of each card, the bank wants to present credit cards only to suitable customers who have a credit score greater than 500. Which component helps you to calculate a customer's credit score?
Scorecard Component - This component in Pega CDH is designed to evaluate attributes and produce a score based on those attributes. It is commonly used for calculating credit scores, risk scores, etc.
Steps to Use Scorecard:
In the decision strategy, add a Scorecard component.
Configure the scorecard to include relevant customer attributes (e.g., payment history, credit utilization).
Set the rules and weights for each attribute to calculate the final credit score.
Use the score in further decision logic (e.g., filtering out customers with a score below 500).
Pega Customer Decision Hub User Guide 8.5, Section 'Using Scorecards in Decision Strategies' explains how to configure and use scorecards to calculate scores.
The U+ Bank marketing department currently promotes various home loan offers to qualified customers. Now, the bank does not want customers to receive more than four promotional emails per quarter, regardless of past responses to that action by the customer.
Which option allows you to implement the business requirement?
To ensure that customers do not receive more than four promotional emails per quarter, you can use customer contact limits. This setting allows you to define the maximum number of contacts a customer can receive over a specific period, regardless of their responses to previous actions. By setting this limit, you can prevent overcommunication and enhance customer experience.
