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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.
Reference module: Defining an action for outbound
Which statement is true about email treatments?
Email treatments in Pega Customer Decision Hub allow for personalization, including customizing the email subject to address the customer by name or other personalized data.
Definition and Purpose:
Email treatments are used to define the content and presentation of email communications sent to customers as part of outbound campaigns.
Personalization enhances the relevance and engagement of these emails by including customer-specific information.
Capabilities of Email Treatments:
Personalization Tags: Pega supports the inclusion of dynamic tags in the email subject and body, allowing for personalized greetings, offers, and other content. For example, 'Dear <customer name>' where '<customer name>' is dynamically replaced with the actual name of the customer.
HTML Content: Design rich email content using HTML, which can include images, links, and other multimedia elements.
Steps to Personalize Email Subjects:
Step 1: Create or edit an email treatment in Pega.
Step 2: In the subject line field, use the syntax for personalization tags. For example, 'Dear <customer name>, check out our new offers!'.
Step 3: Map the personalization tags to the appropriate customer data fields to ensure the correct information is inserted when the email is sent.
Testing Personalization:
Use seed lists to test personalized emails. Seed lists are groups of test email addresses used to preview how the email will look when sent to actual customers.
Ensure that personalization attributes appear correctly in the received test emails.
Best Practices:
Always test personalized emails thoroughly before launching a campaign to ensure that the tags are working correctly and the content renders as expected.
Use personalization to enhance customer engagement by making emails feel more relevant and tailored to individual recipients.
Pega-Customer-Decision-Hub-User-Guide-85.pdf: 'Configuring email treatments' section.
Pega documentation on 'Defining an action for outbound'.
You are the decisioning consultant on an Al-powered one-to-one customer engagement implementation project. You are asked to design the next-best-action prioritization expression that balances the customer needs with the business objectives.
What factor do you consider in the prioritization expression?
In designing the next-best-action prioritization expression that balances customer needs with business objectives, you need to consider 'Predicted customer behavior.' This factor involves using predictive models to forecast how customers are likely to respond to different actions, ensuring that the recommended actions are both relevant to the customer and aligned with business goals.
A marketer created a segment as the starting population for the outbound schedule. In Options and Schedule, she enabled the Refreshable Segment option. What does this option do?
Understanding Refreshable Segment Option:
This option ensures that the segment is updated automatically whenever it is referenced.
Functionality:
When enabled, all segments that reference the refreshable segment are automatically updated, ensuring that the latest data is used.
Purpose:
This helps maintain data accuracy and relevance across all segments and ensures that the decisioning process is based on current data.
Verification from Pega Documentation:
Pega documentation on using and configuring refreshable segments in outbound schedules.
Using Pega Customer Decision Hub, a mobile company transitions from a one-to-many to a one-to-one marketing approach.
The company is introducing a new data plan.
To offer the new data plan, what must the mobile company focus on when implementing the Next-Best-Action paradigm?
When implementing the Next-Best-Action paradigm to offer the new data plan, the mobile company should focus on 'Customer relevancy and business profitability.' This means that the company needs to ensure that the offers are relevant to individual customers based on their needs, preferences, and behavior, while also aligning these offers with the company's business objectives to ensure profitability. This customer-centric approach leverages Pega's predictive and adaptive analytics to personalize offers and maximize both customer satisfaction and business outcomes.
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