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Pegasystems PEGAPCDC87V1 Exam Questions

Exam Name: Certified Pega Decisioning Consultant (PCDC) 87V1
Exam Code: PEGAPCDC87V1
Related Certification(s): Pegasystems Pega Certified Decisioning Consultant Certification
Certification Provider: Pegasystems
Number of PEGAPCDC87V1 practice questions in our database: 184 (updated: Jul. 16, 2024)
Expected PEGAPCDC87V1 Exam Topics, as suggested by Pegasystems :
  • Topic 1: Next-Best-Action concepts: This section examines personalized customer interactions, maximizing customer value in call centers, and strategies for proactive outreach.
  • Topic 2: Actions and treatments: This section explores the creation and management of customer-focused actions, web-based offer presentations, and outbound action definition.
  • Topic 3: Engagement policies: Discusses the development of customer engagement guidelines and the formulation of engagement strategies.
  • Topic 4: Contact policy and volume constraints: Focuses on preventing excessive action exposure, especially in outbound communications, and controlling action frequency.
  • Topic 5: AI and Arbitration: Investigates action arbitration techniques, AI-driven prioritization methods, and the use of business levers for action prioritization.
  • Topic 6: Channels: Delves real-time container concepts, email offer delivery, and the process of sharing action information with external distribution partners.
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Free Pegasystems PEGAPCDC87V1 Exam Actual Questions

Note: Premium Questions for PEGAPCDC87V1 were last updated On Jul. 16, 2024 (see below)

Question #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?

Reveal Solution Hide Solution
Correct Answer: B

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.

Question #2

U+ Bank wants to use Pega Customer Decision Hub to display a credit card offer, the Standard Card, to every customer who logs in to the bank website.

What three of the following artifacts are mandatory to implement this requirement? (Choose Three)

Reveal Solution Hide Solution
Correct Answer: B, C, D

Requirement Analysis: U+ Bank wants to display a specific credit card offer (Standard Card) to every customer who logs in to the bank website using Pega Customer Decision Hub.

Identify Mandatory Artifacts: To implement this requirement in Pega Customer Decision Hub, certain artifacts are necessary:

Business Structure: This defines the business hierarchy in Pega CDH, such as issues and groups. For this scenario, a relevant business issue and group must be defined (e.g., Credit Cards -> Standard Card).


Action and Associated Web Treatment: The specific credit card offer (Standard Card) must be created as an action, and it must have an associated web treatment to display on the bank's website.

Real-time Containers: These containers facilitate real-time interactions by displaying the appropriate offers to customers when they log in to the website.

Not Mandatory Artifacts:

Customer Contact Policies: These policies are used to limit the number of interactions with customers over a period. However, they are not mandatory for simply displaying an offer upon login.

Customer Engagement Policies: While important for determining eligibility, applicability, and suitability of offers, they are not specifically mandatory for the basic requirement of displaying an offer upon login.

Conclusion: The three mandatory artifacts to implement the requirement are a business structure, an action and the associated web treatment, and real-time containers.

Question #3

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?

Reveal Solution Hide Solution
Correct Answer: B

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.

Question #4

Reference module: Essentials of always-on outbound

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?

Reveal Solution Hide Solution
Correct Answer: B

To re-implement the bank's traditional marketing campaign using the always-on outbound customer engagement paradigm in Pega, follow these steps:

Understand the Traditional Campaign Requirements:

Day 1: Send an offer email to qualified customers.

Day 3: Send a reminder email to customers who haven't responded to the first email.

Day 7: Send a second reminder to customers who haven't responded to the first two emails.

Set Up Next-Best-Action Designer:

Use the Next-Best-Action Designer to define engagement policies, arbitration, and channels to manage customer interactions.

The always-on approach continuously evaluates customer interactions and selects the best action based on real-time data and AI-driven insights.

Configure the Primary Schedule:

Set up a daily run schedule for the Next-Best-Action strategy. This allows the AI to evaluate customer interactions daily and decide the best action to take.

Leverage AI for Decisioning:

Configure the AI models to determine the best action for each customer based on their interaction history and engagement policies. The AI will automatically handle:

Sending the initial offer email on Day 1.

Sending a reminder email on Day 3 to those who haven't responded.

Sending a second reminder on Day 7 to those who still haven't responded.

Define Engagement Policies:

Eligibility: Define which customers qualify for the offer.

Applicability: Ensure the offer is relevant to the customer.

Suitability: Verify that sending the offer is in the best interest of the customer.

Contact Policies: Set rules to manage the frequency and timing of emails to avoid over-communication.

Implement AI-Driven Actions:

Use the Next-Best-Action strategy framework to select actions (e.g., sending emails) based on the AI model's recommendations.

Configure treatments (email content) and channels (email) within the Next-Best-Action Designer.

Monitor and Adjust:

Continuously monitor the performance of the campaign using Pega's analytics and adjust the strategy as needed to optimize engagement and response rates.


Pega Customer Decision Hub User Guide 8.5: Understanding Next-Best-Action Designer basics, Configuring the Next-Best-Action Designer for Pega Customer Service, Setting constraints contact policy limits and controls.

Question #5

Reference module: Creating and understanding decision strategies

In a decision strategy, to use a customer property in an expression, you _____.

Reveal Solution Hide Solution
Correct Answer: C

To use a customer property in an expression within a decision strategy in Pega, follow these steps:

Identify the Customer Property:

Determine the specific customer property you want to use in your strategy.

Prefix with 'Customer':

In Pega, customer properties are accessed by prefixing them with the keyword Customer. This ensures that the property is correctly referenced from the customer data.

Use the Property in Expression:

When defining an expression in a decision strategy, include the Customer prefix. For example, if the property is Age, use Customer.Age.

Verify Property Definition:

Ensure that the property is correctly defined in the data model and accessible within the strategy context.


Pega Customer Decision Hub User Guide 8.6: Understanding the Context Dictionary, Configuring the Context Dictionary.


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