The arbitration factor that allows you to

assign financial values to actions is called:

_________________________.
B
A. Context weighting
B. Action Value
C. Propensity
D. Business Levers

A bank has been running traditional marketing campaigns for many years. One such campaign sends an
offer email to qualified customers on day 1. On day 3, it sends a reminder email to customers who
haven't responded to the first email. On day 7, it sends a second reminder to customers who haven't
responded to the first two emails. If you were to re-implement this requirement using the always-on
outbound customer engagement paradigm, how would you approach this scenario?

A. Configure a primary schedule for the original offer email and setup an ad-hoc or emergency schedule
to send reminder emails.

B. Configure the primary schedule to run daily and let the AI choose the best action from all the actions
B
that a customer qualifies for based on engagement policies.

C. Create three segments to identify the target audience for each of the three offer emails - day 1, day
3 and day 7. Setup three schedules per day targeting each of the three segments.

D. Create an action with a flow that contains 3 Send Email shapes, one for each email. Set appropriate
wait times between the shapes.

A bank has chosen an email service provider to deliver the offer messages selected by
Pega Customer Decision Hub. The service provider prefers that the bank uploads a file
per batch of customers to a cloud storage location, either on Microsoft Azure or Amazon
S3. As a consultant working on the project representing the bank, what is your response?

A. Action details can be written directly to Amazon S3 but not Microsoft Azure.

B. Action details can only be transferred via secure FTP.

C
C. Action details can be directly written to either of those cloud storage solutions.

D. Action details will be written to the local filesystem by default. But we will write an
external process to transfer them to the cloud..

A bank has several credit card offers defined under the sales issue / credit card group.
The card_type action property for some of the cards is set to VISA and for others to
Mastercard. The bank wants to limit the total number of VISA cards sent via email in an
outbound run. How do you implement this requirement?

A. Move the VISA and Mastercard actions to separate groups, then define two separate
volume constraints. C
B. Define a group-level constraint to limit all credit cards.

C. Define a property constraint based on the value of the card_type action property.

D. Define an action-level constraint for each of the actions separately.

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 1 month if a customer
ignores 3 mortgage offers within that group. How do you define the suppression rule for
this requirement?

A. Suppress a group of actions for 30 days if there are 3 rejects for the mortgage
treatment without a click

B. Suppress a group of actions for 30 days if there are 3 rejects for the mortgage
A
treatment.

C. Suppress an action for 30 days if there are 3 rejects for the mortgage treatment.

D. Suppress an action for 30 days if there are 3 impressions for any treatment without a
click
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
any of the three mortgage offers. How do you define the suppression rule for this
requirement?

A. Suppress an action for 15 days if there are 3 rejects for the mortgage treatment.

B. Suppress a group of actions for 15 days if there are 3 impressions for the web mortgage
treatment without a click.
B
C. Suppress an action for 15 days if there are 3 impressions for any treatment without a
click.

D. Suppress a group of actions for 15 days if there are 3 rejects for the mortgage
treatment.

A bank is currently sending promotional emails related to credit card offers to qualified
customers. Now the bank wants to prevent overexposure to these offers. As a part of this
effort, the bank wants to avoid sending the same promotional offer email for the next 60
days if the email was ignored twice by the customer in the last 30 days. How do you
define the suppression rule for this contact policy?

A. Suppress a group of actions for 60 days if there are 2 rejects in any channel in the last
30 days..
B
B. Suppress an action for 60 days if there are 2 rejects in the email channel in the last 30
days..

C. Suppress a group of actions for 60 days if there are 2 rejects in the email channel in the
last 30 days..

D. Suppress an action for 60 days if there are 2 rejects in any channel in the last 30 days.

A bank uses Pega Customer Service in its contact center. When a call
comes in, it is routed to a service representative. Once the service
representative accepts the call, the Customer Decision Hub (CDH)
determines the Next-Best-Action to be offered to the customer. What
information is used by the Customer Decision Hub to determine the
Next-Best-Action recommendations? (Choose Two) A&D
A. Customer Profile
B. The service Representative's Profile
C. The previous Customer's Profile
D. Call context

A bank wants to leverage Pega Customer Decision Hub's Next-

Best-Action capability to promote new offers to each customer
on their website. What information does Pega Customer
Decision Hub send back to the website in response to the real-
time container request?
C
A. Only the action name and description
B. Only the image location and its type
C. The treatment details and relevant actions attributes
D. Only the image location

A company wants to optimize the value of its customer

relationships using Pega Customer Decision Hub™. By
analyzing customer lifecycles, Next-Best-Action can
__________.

A. Predict product Failure B

B. Automate Loan Acceptance
C. Help with resource planning
D. Determine the sentiment of the contact center
Operator
Enrichment decision components provide
the ability to ______________________.

A. enrich a decision strategy with comments

C
B. filter actions based on priority and
relevance
C. set a text value to a strategy property
D. set customer properties

In a decision strategy, to use a customer property in

an expression, you _______________.

A. define the Customer page in Pages and Classes C

B. use the property as defined without a prefix
C. prefix the property with the keyword Customer
D. define the property as a strategy property

In a Prioritize component, the top action

can be determined based on the value of
_______________.
D
A. Primary.Income
B. Customer.Value
C. average margin of all actions
D. the propensity

Max 75 daily with channel: Action: Standard Card

Max 50 daily with channel: Email
Max 50 daily with channel: SMS

An outbound run identifies 100 Standard Card offers, 50 on email and

50 on the SMS channel. If the above volume constraint is applied,
how many actions will be delivered by the outbound run? B
A. 100
B. 75
C. 50 SMSes and 25 emails
D. 50 emails and 25 SMSes

MyCo, a mobile company, uses a scorecard rule in a decision strategy to compute the
postpaid credit limit for a customer. MyCo updated their scorecard to include a new
property in the calculation: customer annual income.As a Strategy Designer, what changes
do you need to make to the decision strategy for the updated scorecard to take effect?

A. Configure a new proposition filter in the strategy to filter on annual customer income.
...
B. Remap the <Customer.annual customer income> property in the decision strategy.

C. Add a Set-Property component to set the annual customer income.

D. No change required.
MyCo, a mobile company, wants you to calculate
the total revenue of three new actions offered in the
first quarter. What do you configure to compute the
total revenue?
D
A. A single Set Property component
B. Three Group By components
C. Three Set property components
D. A single Group By component

Myco, a telco, currently promotes 24-month contracts with a free

handset plus data plan, e.g. MyPhone 11 + unlimited calls and data. The
business structure has a sales issue/plans group that contains all
actions, which are currently handsets. Now, the company wants to
introduce some new plans without handsets. So, the term handsets no
longer applies to the new actions. At what level in the hierarchy can
you rename the plans to reflect the new situation? D
A. All levels
B. Issue level
C. Action Level
D. Group Level

MyCo, a telecommunications company, wants to implement

one-to-one customer engagement using Pega Customer
Decision Hub™. Which of the following real-time channels can
the company use to present Next-Best-Actions? (Choose Three)

A. A retail store. A&B&E

B. The call center.
C. Traditional television advertisements.
D. Billboard on the company building.
E. SMS

Next-Best-Action ensures that communication

between the business and the customer is__________
and __________. (Choose Two)

A. contextual.
A&C
B. free of jargon.
C. timely.
D. uniform and generic

Through analysis of customer lifecycles,

Next-Best-Action _______________.

A. Providees future sales reports C

B. Identifies Global Sale Targets
C. Anticipates retention issues
D. Provides Fulfillment services
Traditionally, segments were used to identify the
target audience for a campaign. In the always-on
approach, segments translate into _________________.

A. contact policies.
C
B. segmentation.
C. engagement policies and AI.
D. actions and treatments.

U+, a retail bank, does not want to annoy customers

by offering them a mortgage refinance option if they
have less than 5% to pay off on their loan, although it
would be profitable for the bank. Which
engagement policy condition best suits this A
requirement?

A. Suitiability
B. Eligibility
C. Applicability

U+ Bank currently uses Next-Best-Action Designer to manage 1:1 customer engagement in

the web channel. The bank would like to promote the same offers in email. Which two
additional configurations are needed in Next-Best-Action Designer to promote the offers
in email? (Choose two)

A. Ensure that the email channel is enabled.

B. Define the primary schedule. A&B

C. Configure the arbitration to boost prioritization of actions meant for email.

D. Create a separate issue and group business structure in the taxonomy that is specific to
email actions.

E. Setup real-time container triggers to communicate with the email server.

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?
A
A. Customer event.
B. Scheduled update.
C. Priority communication.
D. Security event.

U+ Bank has a product eligibility matrix that defines what

type of customers qualify for which offers when
customers visit the bank's website.Which two
components in the Next-Best-Action Designer allows
you to define these conditions? (choose 2)
A&C
A. Constraints
B. Channels
C. Engagement Policy
D. Arbitration
U+ bank has decided to present the Platinum Plus
credit card, a lower ranked card, to customers who
visit their home page. Which arbitration factor do
you configure to implement this requirement?
D
A. Action Value
B. COntext weighting
C. Propensity
D. Business levers

U+ Bank has introduced a new credit card: the Gold card. After
launching the new product, you run a baseline and a simulation
to check the impact of the change.In delta mode of Visual
Business Director, you can see _______________.

A. a green shape for the Gold card A

B. the volume of the existing cards
C. the date of the Gold card launch
D. the volume difference between the Gold card and existing
cards

U+ Bank's marketing department currently promotes various

credit card offers by sending emails to qualified customers. Now
the bank wants to limit the number of emails sent to their
customers irrespective of past outcomes with a particular offer
and customer. Which of the following options allows you to
implement this business requirement? B
A. Suitability rules.
B. Customer contact limits.
C. Suppression policies.
D. Volume constraints.

What does a dotted line from a Group By component to a Filter

component mean?

A. Information from the Group By component is copied over to the

Filter component.
B. There is a one-to-one relationship between the Group By and Filter
components. D
C. Evaluate the Filter component first to evaluate the Group By
component.
D. The Filter component references a property in the Group By
component.
.

What is best practice for designing an action flow?

A. Always configure an action with its own flow.

B. When designing a flow to be reused across multiple actions, use the

Specify Treatment option to configure it with a specific treatment. D
C. When creating an action to be used as a flow template, set its
availability to Always.

D. Limit the number steps per channel to 3.

Which statement best describes the goal of Next-
Best-Action?

A. Ensure that the customer is always given a

desirable offer. C
B. Provide insight into business processes..
C. Balance customer needs with business objectives..
D. Ensure that every customer receives the same
action.

Which statement is true about email treatments?

A. You must always embed the images in the email.

B. You can personalize the email subject, for example, Dear

<customer name>.
B
C. When you use a seed list to test an email, the personalization
attributes do not appear in the received email.

D. When you design emails using external tools, you cannot include
Pega-specific personalization tags.

Which two of these statements is true about creating segments? (Choose two)

A. In a segment you can reference customer properties OR another segment, but not both.

B. A segment run can be triggered by the Next-Best-Action outbound schedule.

C. When building the segment, if you want to know the count resulting from the criteria
defined so far, the only way to do this is by running the segment.
B&D
D. The list of customers in a segment can be viewed from within the segment.

E. The result of a criteria group can be combined with the result above it using AND and
OR operators.