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| Section | Weight | Objectives |
|---|---|---|
| Decision Strategies | 25% | - Implement eligibility rules - Use predictive models - Design and build decision strategies - Simulate and test strategies |
| Next-Best-Action Concepts | 8% | - Contact center value optimization - One-to-one customer engagement - Define starting population - Always-on outbound fundamentals |
| Engagement Policies | 13% | - Create engagement strategies - Define engagement policies |
| Channels | 10% | - Third-party integration - Email offer delivery - Real-time containers |
| Contact Policy and Volume Constraints | 13% | - Prevent action overexposure - Tracking periods for policies - Outbound volume limiting |
| Actions and Treatments | 15% | - Define and manage customer actions - Outbound action configuration - Web offer presentation |
| AI and Arbitration | 8% | - Business rule prioritization - Action arbitration logic - AI-based prioritization |
U+ Bank uses Pega Customer Decision Hub to display an offer to its customers on the U+ Bank website.
The bank wants to ensure that Silver credit cards are not offered to customers under 27 years of age. They also want to ensure that Platinum cards are offered only to customers who had a positive balance in the last year.
What do you configure in the Next-Best-Action Designer to achieve this outcome?
Correct Answer: B 🗳️
HOTSPOT
In the Answer Area, select the correct engagement policy for each condition.
Correct Answer:

MyCo, a telecom company, notices that when customers call to check on bill status, 80% of the time, they received the wrong offer promotion, leading to customer dissatisfaction. The company decides to boost customers' needs in the prioritization formula, to improve sales in the current quarter.
Which arbitration factor do you configure to implement the requirement?
Correct Answer: B 🗳️
To which types of decisions can Pega Customer Decision Hub be applied?
Correct Answer: D 🗳️
MyCo, a telecom company, introduced fiber optic service in the northern region of the country. They want to advertise this service on their website by using a banner and target the customers living in that area.
What do you need to configure in the Next-Best-Action Designer to implement this requirement?
Correct Answer: D 🗳️
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