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Pegasystems Exam PEGAPCDC87V1 Topic 1 Question 6 Discussion
Topic #: 1
As a Customer Service Representative, you present an offer to a customer who called to learn more about a new product. The customer rejects the offer.
What is the next step that Pega Customer Decision Hub takes?
Understand the Scenario: A Customer Service Representative (CSR) presents an offer to a customer, and the customer rejects the offer.
Next Step in Pega CDH:
In Pega Customer Decision Hub, when an offer is rejected, the system typically reevaluates the Next-Best-Action. This means it reassesses the available actions to determine the most appropriate next step for the customer based on current context and customer data.
Explanation of Other Options:
Sends a detailed email about the offer: This is not a standard next step in response to an offer rejection. The system focuses on reevaluating actions rather than automatically sending follow-up emails.
Adds the customer to the potential churn list: This action would depend on broader churn prediction strategies, not an immediate response to a single offer rejection.
Stops presenting offers to the customer: Pega CDH does not stop all offers based on a single rejection. It continuously evaluates and presents the most relevant offers.
Conclusion: When a customer rejects an offer, Pega Customer Decision Hub reevaluates the Next-Best-Action to determine the subsequent appropriate action.
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