Decision Strategy Manager - Pega · Management landing page. Define Sales Propositions • Define hierarchy (page 6) • Create properties (page 6) • Configure and define propositions

Decision Strategy ManagerDMSample - Top Offers Case

Version 7.1.8

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DMSample - Top Offers Case

© 2015 by Pegasystems Inc. All rights reserved 1

Use Case Overview 3

Configure Application 4

Application Dependencies 4

Class Structure Reference 4

Reference Application 4

Design Propositions 6

Check Top Level Class 6

Define Sales Propositions 6

Define Hierarchy 6

Create Properties 6

Configure & Define Propositions 7

Define Form 7

Define Propositions 7

Define Retention Propositions 7

Define Hierarchy 8

Create Properties 8

Configure & Define Propositions 8

Define Form 8

Define Propositions 9

Design Data Model 10

Customer Data Model 10

Decision Data 11

Data Transform 12

Design Control Parameters 15

Global Parameters 15

Define Initial Instance & Template 15

Complete Instance 16

Proposition Parameters 16

Define Initial Instances & Template 16

Complete Instance 17

Design Decision 18

Channel Dimension 18

Product Offers 19

Define Decision Rules 19

Design Strategies 21

Customer Lifetime Value 28

Churn Model 28

Customer Lifetime Value Strategy 29

Sales 31



Retention 36

Survey 40

Next Best Action 42

Capture Results 46

Design Interaction 48

Issue Decision Interaction 48

Capture Results Interaction 48

Design Process & User Interface 49

Design User Interface 49

Collect Customer Information 49

Select Customer ID & Call Reason 49

Display Customer Details 51

Visibility 52

Display Offers 52

Define Activity 52

Define Section 52

Display Interaction History Records 55

Survey Questions 57

Define Process 58

Define Process & Stages 58

Define Flow Actions 58

Define Flow 58

Create Case 62

Top Offers Test Cases 62

Clear Interaction Records 64



Use Case Overview

This documentation describes the Top Offers case type contained in the DMSample referenceapplication, a case type that is designed based on the principles of establishing the Next Best Actionbased on a range of customer characteristics and eligibility conditions. The Next Best Action decisionand the subsequent capture of the customer response are orchestrated through interaction rules that areused in the process flow. Eligible offers are presented to customers through the call center and the theoutcome is captured in Interaction History, providing the basic construction for reporting and monitoring.

1. Configure application (page 4)2. Design propositions (page 6)3. Design data model (page 10)4. Design control parameters (page 15)5. Design decision (page 18)6. Design interaction (page 48)7. Design process and user interface (page 49)8. Create case (page 62)



Configure Application

• Application dependencies (page 4)• Class structure reference (page 4)• Reference application (page 4)

Application DependenciesYour application needs to have the necessary dependencies to use Decision Management functionality.The easiest way to achieve this is by creating an application that is build on PegaDM. The example weare about to illustrate is available in the DMSample reference application (page 4).

Class Structure ReferenceThe rules instances used to define the Top Offers case are saved in the class hierarchy listed below. Theeasiest way to create and configure the data classes is through the Data Explorer. The case type classis a standard class created for every case type in your application, and the SR class (and its structure) iscreated when you define the proposition hierarchy.

Class Purpose

DMOrg-DMSample-Data Data transform used to initialize customer data.

DMOrg-DMSample-Data-Customer Class structure for customer data, strategy and interactiondesign.

DMOrg-DMSample-Data-GlobalControlParameters

Decision data definition class for global decision parameters.

DMOrg-DMSample-SR Class structure that supports the proposition hierarchy,including the decision data definition class for propositionparameters.

DMOrg-DMSample-Work-TopOffers Process and user interface.

You can adapt this structure to your application by reading DMOrg as your organization top level class,and DMSample as your application class.

Reference ApplicationProcess Commander includes DMSample, a Decision Management sample application that illustratestypical use cases of Decision Management functionality without the external Visual Business Directorand Adaptive Decision Manager services. DMSample is designed to show the principles of usingpredictive analytics, building strategies, configuring interactions and wiring processes to use the power ofDecision Management functionality. Although not using the external Adaptive Decision Manager service,DMSample demonstrates adaptive learning by using the corresponding embedded process.

You have two ways to access this application: add the DMSample:Administrators access group toyour operator record, or login as [email protected] and switch to DMSample. In the DMSampleapplication, you can also launch the Predictive Analytics Director portal to access the project used togenerate the churn scoring model used in DMSample strategy design. In a new Pega 7.1.8, this project ispart of the default Predictive Analytics Director examples. In an environment that has been upgraded froma release previous to Pega 7.1.8, you have to perform the following steps to add this project to the defaultPredictive Analytics Director examples:

1. In Designer Studio, search for the DMSampleScoringModel binary file.2. Use the download file button to save this archive onto disk as DMSampleScoringModel.zip.3. Launch the Predictive Analytics Director portal.



4. In the Predictive Analytics Director portal's navigation, go to Manage Resources.5. In the row containing Examples, use the import action to import the ZIP file you saved in the second

step.



Design Propositions

Strategies are directly related to the proposition hierarchy. For this reason, the definition of propositionstakes place before designing strategies. Since classes created as a result of defining the hierarchy inheritdirectly from the application's top level class, the prerequisite to proceeding with the process of definingpropositions is for this top class to be set. Every proposition is defined according to the hierarchy of theaction dimension (business issue, group and proposition).

• Check top level class (page 6)• Define sales propositions (page 6)• Define retention propositions (page 7)

Check Top Level ClassChanging the default assumed top level class is not necessary if this pattern suits your application. Followthe steps described below to change the top level class for the proposition hierarchy.

1. In the Designer Studio menu, go Decisioning > Decisions > Proposition Management > Hierarchy.2. Click the top level class link to go to the application's pxDecisioningClass field value.3. Change the value in the Localized Label tab.4. After saving the field value, the new top level class is reflected in the Hierarchy tab of the Proposition

Management landing page.

Define Sales Propositions• Define hierarchy (page 6)• Create properties (page 6)• Configure and define propositions (page 7)

Define HierarchyDefine the hierarchy for the sales propositions.

1. In the Designer Studio menu, go to Decisioning > Decisions > Proposition Management > Hierarchy.2. Use the New Business Issue button to create the Sales business issue.3. Use the New Group button to add the groups. In this step, you create the groups and the

corresponding decision data rules that manage the propositions in each group:• Add the Phones group to the Sales business issue. In this process, a new decision data rule

named Phones is also added to the DMOrg-DMSample-SR-Sales-Phones class.• Add the Tablets group to the Sales business issue. In this process, a new decision data rule

named Tablets is added to the DMOrg-DMSample-SR-Sales-Tablets class.• Add the Tariffs group to the Sales business issue. In this process, a new decision data rule

named Tarrifs is added to the DMOrg-DMSample-SR-Sales-Tariffs class.4. The Sales proposition hierarchy is complete.

Create PropertiesAdd the properties required to define the sales propositions using the Points and Price properties.

1. Click New Property.2. Create the Price property:

• Property name: Price• Property type: Decimal



• Business issue: Sales3. Create the Points property:

• Property name: Points• Property type: Integer• Business issue: Sales

4. The properties are added to the DMOrg-DMSample-SR-Sales class.

Configure & Define PropositionsSales proposition are defined through the decision data rules created when defining the hierarchy.

• Define form (page 7)• Define propositions (page 7)

Define FormSo that you can set proposition properties, go to the Form tab of each decision data rule, add theapplicable properties and save the decision data rule. You can open the decision data rules from theHierarchy landing page by going to each group, or you can use the application explorer to access thedecision data rules in the corresponding SR class (DMOrg-DMSample-SR-Sales-Phones, DMOrg-DMSample-SR-Sales-Tablets and DMOrg-DMSample-SR-Sales-Tariffs). The following table provides theproperties you should add to Phones, Tablets and Tariffs:

Decision Data Rule Properties

Phones

Tablets

• Points• Price

Tariffs Price

Define PropositionsSo that you can define the propositions, go to the Data tab of each decision data rule.

1. Start with the Phones decision data rule and click New to define the first proposition and set theappropriate property values.

2. In the Create or update proposition form, enter the following details:• Proposition name: Apple iPhone• Proposition description: Apple iPhone• Points: 1000• Price: 250

3. Repeat the same steps to define the second proposition in this group:• Proposition name: Samsung Galaxy S• Proposition description: Samsung Galaxy S• Points: 1500• Price: 200

4. Use the same generic procedure to define the remaining propositions. The following table providesthe details to complete the decision data rules:

Decision Data Rule Proposition Name Proposition DescriptionProperty Values

Apple iPad Apple iPad • Points: 3500• Price: 400

Tablets

Samsung Galaxy Tab Samsung Galaxy Tab • Points: 2000• Price: 300

Flat Rate Flat Rate Price: 100TariffsHigh Low High Low Price: 250

Define Retention Propositions• Define hierarchy (page 8)



• Create properties (page 8)• Configure and define propositions (page 8)

Define HierarchyDefine the hierarchy for the retention propositions.

1. In the Designer Studio menu, go to Decisioning > Decisions > Proposition Management > Hierarchy.2. Use the New Business Issue button to create the Retention business issue.3. Use the New Group button to add the groups. In this step, you create the groups and the

corresponding decision data that manage the propositions in each group:• Add the Discounts group to the Retention business issue. In this process, a new decision data

rule named Discounts is also added to the DMOrg-DMSample-SR-Retention-Discounts class.• Add the Gifts group to the Retention business issue. In this process, a new decision data rule

named Gifts is also added to the DMOrg-DMSample-SR-Retention-Gifts class.4. The Retention proposition hierarchy is complete.

Create PropertiesAdd the properties required to define the retention propositions using the Cost, QTY and Valid Forproperties.

1. Click New Property. For this new property:• Property name: Cost• Property type: Decimal• Business issue: Retention

2. Repeat the same generic steps to add the remaining properties:

Business Issue/Group Property Name Property Type

Retention QTY IntegerRetention/Gifts Valid For Integer

3. The properties are added to the appropriate class:• DMOrg-DMSample-SR-Retention: retention business issue properties.• DMOrg-DMSample-SR-Retention-Gifts: gifts group properties.

Configure & Define PropositionsRetention propositions are defined through the decision data instances created when defining thehierarchy.

• Define form (page 8)• Define propositions (page 9)

Define FormSo that you can set proposition properties, go to the Form tab of each decision data rule, add theapplicable properties and save the decision data rule. You can open the decision data rules from theHierarchy landing page by going to each group, or you can use the application explorer to access thedecision data instances in the corresponding SR class (DMOrg-DMSample-SR-Rentention-Discounts andDMOrg-DMSample-SR-Rentention-Gifts). The following table provides the properties you should add toDiscounts and Gifts:

Decision Data Rule Properties

Discounts • Cost• QTY

Gifts • Cost• QTY• ValidFor



Define PropositionsSo that you can define the propositions, go to the Data tab of each decision data rule.

1. Start with the Discounts decision data and click New to define the first proposition and set theappropriate property values.

2. In the Create or update proposition form and enter the following details:• Proposition name: Text Messages• Proposition description: Text Messages• Cost value: 50• QTY value: 20

3. Repeat the same steps to define the voice calls proposition:• Proposition name: Voice Calls• Proposition description: Voice Calls• Cost value: 100• QTY value: 10

4. Save the Discounts decision data rule.5. Open the Gifts decision data rule.6. In the Create or update proposition form and enter the following details:

• Proposition name: Free Messages• Proposition description: Free Messages• Cost value: 25• QTY value: 20• ValidFor: 14

7. Repeat the same steps to define the free minutes proposition:• Proposition name: Free Minutes• Proposition description: Free Minutes• Cost value: 75• QTY value: 10• ValidFor: 7

8. Save the Gifts decision data rule.



Design Data Model

The data model needs to contain the properties necessary to define and configure the rules providingDecision Management functionality in your application. You can create these properties in the process ofdefining the rules. To simplify this process, and to provide an overview of the necessary properties, weassume you define them upfront.

• Customer data model (page 10)• Properties supporting decision data (page 11)• Data transform (page 12)

Customer Data ModelThe Customer class contains the properties used to support all DMSample case types.

1. In the application explorer, go to the Customer class.2. Define the properties required by strategies and interaction design:

Property Property Configuration

Age IntegerCall Reason Text and local list with the following values:

• Customer care• Product offer

Contract End Months IntegerChurn TextCredit History Text and local list with the following values:

• Repaid on time• Paid on time• Past arrears

Credit Status Text and local list with the following values:

• Due payment• Clear

Customer Name TextCustomer Value IntegerData Usage IntegerFrequent Caller Text and local list with the following values:

• Yes• No

Gender TextID (Key for subject ID) IdentifierIncome IntegerMonthly Fee DecimalOffered Proposition Page list, Data-pxStrategyResult page classPayment History Text and local list with the following values:

• Same day• Same week• Same month

3. Go to the Sources tab, and create the local storage for this class.



4. Define initial records adding entries in the Records tab for the ID property:• CE-1• CE-2• CE-3• CE-4• CE-5• CE-6• CE-7• CE-8• CE-9• CE-10

5. Run the corresponding DataTableEditorReport report definition.

Decision DataThe data model defined under the applicable class needs to contain the properties necessary to supportthe decision data instances and the customer lifetime value calculation.

1. Add the properties required to support the application's use of global control parameters in theDMOrg-DMSample-Data-GlobalControlParameters class data model.


Maximum Budget Ratio DecimalMinimum Budget Ratio DecimalTarget Budget Ratio DecimalSales Offers Active True/false

2. Add the properties required to support the calculation of customer lifetime value in the DMOrg-DMSample-SR class data model.


CLV IntegerCost DecimalPlan Revenue Decimal

3. Add the properties required to support the calculation of customer lifetime values in the DMOrg-DMSample-SR class data model.


Expertise Level of Agent Integer

Quality of Service Integer

Referenceability Integer

Waiting Time Integer4. Add the properties required to support the application's use of proposition parameters in the DMOrg-

DMSample-SR-Sales class data model.


Active True/falseIs Eligible True/falseMkt Weight Integer and local list with the following values:

• 1• 2• 3• 4• 5

Start Date Date



Data TransformThe DMSample data transform sets the customer data used to support all case types.

1. Create the Init Top Offers Data data transform in the DMOrg-DMSample-Data context.2. In the data transform's pages and classes, include the DMOrg-DMSample-Data-Customer class with

Customer as page name.3. Add the first When action for Customer.ID == "CE-1" and set the properties.

Property Value

Age 27Name Louise SimpsonCustomer Value 4Frequent Caller YesGender fContract End Months 4Data Usage 100942Income 45000Monthly Fee 100Credit History Repaid on timeCredit Status Due paymentPayment History Same day

4. Add the When action for Customer.ID == "CE-2" and set the properties.

Property Value

Age 45Name Ebony WhiteCustomer Value 2Frequent Caller NoGender fContract End Months 5Data Usage 110747Income 50000Monthly Fee 10Credit History Paid on timeCredit Status ClearPayment History Same day


Property Value

Age 33Name Michael AndersonCustomer Value 3Frequent Caller YesGender mContract End Months 3Data Usage 192392Income 35000Monthly Fee 20Credit History Repaid on timeCredit Status Due paymentPayment History Same week




Property Value

Age 50Name James FellowCustomer Value 1Frequent Caller NoGender mContract End Months 5Data Usage 100045Income 40000Monthly Fee 40Credit History Past arrearsCredit Status Due paymentPayment History Same month


Property Value

Age 25Name Alan SmithCustomer Value 4Frequent Caller YesGender mContract End Months 3Data Usage 100000Income 42000Monthly Fee 50Credit History Repaid on timeCredit Status Due paymentPayment History Same day


Property Value

Age 45Name Mary TurnerCustomer Value 2Frequent Caller YesGender fContract End Months 5Data Usage 5000Income 47000Monthly Fee 30Credit History Past arrearsCredit Status ClearPayment History Same week


Property Value

Age 27Name Sarah HartCustomer Value 4Frequent Caller YesGender f



Contract End Months 4Data Usage 201942Income 65000Monthly Fee 30Credit History Paid on timeCredit Status ClearPayment History Same day


Property Value

Age 39Name Oliver WhiteCustomer Value 4Frequent Caller YesGender mContract End Months 2Data Usage 100942Income 53000Monthly Fee 50Credit History Repaid on timeCredit Status Due paymentPayment History Same week


Property Value

Age 30Name Helen EdwardsCustomer Value 3Frequent Caller YesGender fContract End Months 3Data Usage 180121Income 57000Monthly Fee 20Credit History Paid on timeCredit Status ClearPayment History Same week


Property Value

Age 35Name Mark SmitCustomer Value 3Frequent Caller NoGender mContract End Months 3Data Usage 200142Income 60000Monthly Fee 80Credit History Repaid on timeCredit Status Due paymentPayment History Same day



Design Control Parameters

Override the sections that drive the definition of the decision data instances.

• Global parameters (page 15)• Proposition parameters (page 16)

Global Parameters• Define initial instance and template (page 15)• Complete instance (page 16)

Define Initial Instance & TemplateCreate the template supporting the decision data instance that defines global control parameters. In thepyEditElement section, use the global parameters properties (page 11).

1. Create a new decision data instance named Global Control Parameters in the DMOrg-DMSample-Data-Customer class. Enter Global Control Parameters in the label field and select DMOrg-DMSample-Data-GlobalControlParameters in the class field.

2. Go to the Form tab and click Use custom form to override the pyEditElement section @baseclass inthe correct class (in this case, DMOrg-DMSample-Data-GlobalControlParameters).

3. Define the layout and add the necessary controls to allow business users to change the values ofeach parameter. In this example, the section is designed to enter maximum budget ratio, minimumbudget ratio and target budget ratio in percentage values through text input controls. The finalparameter is a global flag to block sales propositions using a check box.

4. Override the pyEditElements section @baseclass in the DMOrg-DMSample-Data-GlobalControlParameters class.

5. Go to the Pages & Classes tab to set pxResults.



• Page name: .pxResults(1)• Class: DMOrg-DMSample-Data-GlobalControlParameters

6. Remove the grid repeat layout and add a section include.7. Define the settings of the section include to provide the section using the .pxResults(1) clipboard

page, and then selecting the pyEditElement section by name.

8. Save the section.

Complete InstanceOpen the Global Control Parameters decision data instance and define the initial values for eachparameter: maximum budget target ratio is 100%, minimum budget target ratio is 20%, target budget ratiois 80%, and sales propositions are active by enabling the corresponding check box.

Proposition Parameters• Define initial instances and templateform (page 16)• Complete instances (page 17)

Define Initial Instances & TemplateBefore being able to set the control parameters, you need to create the decision data instances anddefine the form.

1. Create decision data instances:• Add the first instance to the DMOrg-DMSample-SR-Sales-Phones class, enter Phone Control

Parameters in the label field and select DMOrg-DMSample-SR-Sales-Phones in the class field.• Add the first instance to the DMOrg-DMSample-SR-Sales-Tablets class, enter Tablet Control

Parameters in the label field and select DMOrg-DMSample-SR-Sales-Tablets in the class field.2. Go to the Form tab of each instance and add the proposition parameters properties (page 11):

• MktWeight• Active



• StartDate3. Save the instances and proceed with defining the initial control parameter values for each proposition.

Complete Instance1. In the Phone Control Parameters decision data instance, go to the Data tab. 2. Click New to update each proposition.

• Apple iPhone has marketing weight 1, its start date is 5/1/2014 and it is an active proposition.

• Samsung Galaxy S has marketing weight 3, its start date is the same as the previous propositionand it is also an active proposition.

3. In the Tablet Control Parameters decision data instance, go to the Data tab. 4. Click New to update each proposition.

• Apple iPad has marketing weight 3, its start date is 5/1/2014 and it is an active proposition.

• Samsung Galaxy Tab has marketing weight 5, its start date is the same as the previousproposition, and it is also an active proposition.



Design Decision

• Design the strategy that sets properties in the channel dimension (page 18)• Design the products strategy (page 19)• Design the strategy that calculates the customer lifetime value (page 28)• Design the strategy that establishes the sales offers (page 31)• Design the retention strategy (page 36)• Design the survey strategy (page 40)• Design the Next Best Action strategy (page 42)• Design the capture results strategy (page 46)

Channel DimensionIn the process of designing strategies, you can set the corresponding channel dimension property perstrategy. The channel dimension is essential to identify where the interaction takes place. A more efficientdesign is to create a reusable strategy that ensures you only define the logic in one central location, andinclude it in the business issue or group specific strategies.

1. Create a new strategy named Set Channel Dimension, and leave the strategy's issue and groupapplicability undefined.

2. Right click on the working area and select the Enable external input option.3. Add a set property component named Channel Dimension Information. 4. Set pyChannel to Call Center and pyDirection to Inbound.

5. Connect External Input to the set property component.6. Connect Channel Dimension Information to the strategy's Results component.



Product OffersCombined, the product offers strategies define eligible offers, prioritize them based on marketing weightand initial base propensity, and learn from responses to tablet and phone offers. The individual groupoffers use proposition parameters that can be independently adjusted according to business priorities.

• Define the decision rules (page 19) the strategy uses for eligibility and adaptive learning• Design the strategies

Define Decision RulesDefine the decision table that sets the eligibility criteria:

1. Create a new decision table named Eligibility in the DMOrg-DMSample-SR-Sales class.2. Add the Active property in the first Conditions column.3. Add a second Conditions column to define a valid start date by comparing the current

date and time to the start date of the proposition. To achieve this, use the @(Pega-RULES:DateTime).CompareDates(@(Pega-RULES:DateTime).CurrentDateTime(),.StartDate)expression.

4. Return Eligible if both conditions are true, otherwise Not Eligible.

5. Go to the Results tab to set the IsEligible property.• Add two additional allowed results rows, one for each result.• If the result is Eligible, IsEligible is set to true. If the result is Not Eligible, IsEligible is set to false.



Define the adaptive model to learn from customer responses to the phone and tablet offers:

1. Create a new adaptive model named Sales Model in the DMOrg-DMSample-Data-Customer class.2. Define the predictors by adding the Age, CustomerValue and FrequentCaller properties.

3. The predictor type is automatically inferred, so you can proceed with defining the outcome values.The outcome values defined in the adaptive model need to match (or be a subset) of the outcomevalues set by the interaction. Go to the Outcomes tab, add Accept under positive outcome and Rejectunder negative outcome.



Design StrategiesDefine the sub strategy that outputs phone offers:

1. Create a new strategy named Phone Offers in the Phones group.2. Add a proposition data component named Phone Offers and import all propositions in this group.

3. Add a decision data component named Phone Control Parameters and reference the Phone ControlParameters instance (page 17).

4. Connect Phone Offers to Phone Control Parameters.5. Connect the Phone Control Parameters component to the strategy's Results component to use it in

the Product Offers strategy.

Define the sub strategy that outputs tablet offers:



1. Create a new strategy named Tablets Offers in the Tablets group.2. Add a proposition data component named Tablet Offers and import all propositions from this group.

3. Add a decision data component named Tablet Control Parameters and reference the Tablet ControlParameters instance (page 17).

4. Connect Tablet Offers to Tablet Control Parameters.5. Connect the Tablet Control Parameters component to the strategy's Results component to use it in

the Product Offers strategy.

Design the main product offers strategy:

1. Create a new strategy named Product Offers in the Sales issue.2. Go to the Strategy Properties tab and click New to add the following properties:

• Margin decimal property in the Sales business issue scope• Initial Count decimal property in the Top Level scope• Evidence decimal property in the Top Level scope



• Initial Base Propensity decimal property in the Top Level scope• Smoothed Propensity double property in the Top Level scope

3. Add a sub strategy component named Phone Offers and reference the Phone Offers strategy (page21).

4. Add another sub strategy component named Tablet Offers and reference the Tablet Offers strategy(page 21).

5. Add a decision table component named Eligibility, change the Defined on setting to Strategy resultand reference the eligibility decision table (page 19).



6. Connect the Phone Offers and the Tablet Offers sub strategies to the Eligibility decision table.7. Add an adaptive model component so that the system can learn from customer responses to the

tablet and phone offers. Adaptive learning requires the channel dimension to be set upfront:• Add a sub strategy component named Set Channel Dimension and reference the Set Channel

Dimension strategy (page 18).

• Connect the Eligibility decision table to the Set Channel Dimension sub strategy.• Add an adaptive model component named Sales Model and reference the Sales Model adaptive

model.



• In the adaptive model's Output mapping tab, enable additional mapping and map the evidenceadaptive model output to the Evidence property.

• Connect the Set Channel Dimension sub strategy to the adaptive model component. 8. Add a filter component named Eligible Propositions and define the filter condition through the

IsEligible property. The value of this property is set by the allowed results list in the Eligibility decisiontable.



9. Connect the Sales Model adaptive model to the filter component.10. Initially, the adaptive model does not have any data to output a meaningful propensity. To overcome

this problem, the strategy makes use of a technique known as "propensity smoothing", which consistsof initializing the model with an optimistic propensity value.• Add a set property component named Set Smoothed Propensity. Set InitialCount to 100 and

InitialBasePropensity to 0.7.

• Connect the Eligible Propositions filter to this set property component.• Add a set property component named Smoothed Propensity. Set the SmoothedPropensity

property by using the (.InitialCount / (.InitialCount + .Evidence +1))*.InitialBasePropensity +(.Evidence / (.InitialCount + .Evidence +1))*.pyPropensity expression in the Source field, and setthe strategy result property pyPropensity to SmoothedPropensity.



• Connect the Set Smoothed Propensity component to the Smoothed Propensity component.11. Prioritize propositions by adding a prioritization component named Prioritize Offers.

• Connect the Smoothed Propensity component to the prioritize component.• In the prioritize component, multiply marketing weight by initial base propensity through the

.MktWeight * .InitialBasePropensity expression.

12. Connect Prioritize Offers to the strategy's Results component to use it in the Sales strategy (page31).



Customer Lifetime ValueThe customer lifetime value strategy calculates the customer lifetime value. The higher the probabilityof churn as calculated by the churn predictive model, the more increase to plan revenue. The iterationcomponent assigns initial values for churn rate, cost, plan revenue value and customer lifetime value, andthen incrementally adjusts these values based on other values (monthly fee, frequent caller and paymenthistory) for every month left in the customer's contract. This provides an estimate of the long term valueof the customer that can be used as a factor to switch between offers.

• Before creating the strategy, define the churn model (page 28)• Design the strategy (page 29)

Churn ModelDefine the predictive model that calculates the churn risk based on age, months left before the contractends, gender and data usage. In the steps listed below, we assume you followed the steps described inthe DMSample - Churn Model tutorial, and exported the regression model into an OXL file.

1. Create a new predictive model instance named Predict Churn.2. Import the Regression model generated by Predictive Analytics Director.

3. Go to the Input mapping tab to map model fields to properties. Map AGE to Age, GENDER toGender, CONTRACT_END_MONTHS to ContractEndMonths, and USAGE_DATA to DataUsage.

4. Go to the Results tab to collapse the multiple classes generated by the PAD model into threeresults: Low, Medium or High. Combine the classes that have a churn rate under 0.06 into theresult corresponding to low risk, the classes with churn rate between 0.60 and 0.17 into the result



corresponding to medium risk and, finally, the remaining classes into the result corresponding to highrisk.

Customer Lifetime Value StrategyDesign the Customer Lifetime Value strategy:

1. Create a new strategy named Customer Lifetime Value in the Retention business issue.2. Go to the Strategy Properties tab and add the following properties of decimal data type to the

Retention business issue: • Cost• Plan Revenue• Churn Rate• CLV

3. Add a predictive model component named Predict Churn and reference the Predict Churn model(page 28). In the Output mapping tab, map the churnrate predictive model output to the ChurnRatestrategy property:



4. Add an iteration component named Calculate CLV. Add the following items in the exact order listedbelow:

a. Set ChurnRate• Initial value: PredictChurn.ChurnRate• Action: PredictChurn.ChurnRate

b. Set PlanRevenue• Initial value: Customer.MonthlyFee• Action: .PlanRevenue + (Customer.MonthlyFee * (1 - PredictChurn.ChurnRate))

c. Set Cost• Initial value: Customer.MonthlyFee * 0.4• Action: .Cost + (Customer.MonthlyFee * 0.4) + ((Customer.MonthlyFee * 0.4) *

@if(Customer.FrequentCaller=="Yes",0.2,0)) - ((Customer.MonthlyFee * 0.4) *@if(Customer.PaymentHistory=="Same Day",0.3,0)) - ((Customer.MonthlyFee * 0.4) *@if(Customer.PaymentHistory=="Same Week",0.1,0))

d. Set CLV• Initial value: 0• Action: .CLV + (.PlanRevenue - .Cost)

5. The component should stop iterating when reaching the maximum number of remaining months untilthe end of the contact. To achieve this, specify Customer.ContractEndMonths in the stop iterationsetting:



6. Connect Calculate CLV to the strategy's Results component. Calculate CLV will be used in theRetention (page 36) and the Sales (page 31) strategies.

SalesThe sales strategy provides all sales offers, combining product offers and tariffs when the eligible offersare in the Tariffs group, and setting the discount percentage based on customer lifetime value.

Create the decision table that sets the tariff plan eligibility criteria:

1. Create a new decision table named Tariff Criteria in the Customer class.2. Add the FrequentCaller property in the Conditions column. 3. Define the conditions by returning Flat Rate when the value for FrequentCaller is No, otherwise High

Low.



Create the scorecard to calculate the discount percentage:

1. Create a new scorecard rule named Calculate Discount Percentage in the DMOrg-DMSample-SR-Sales class.

2. In the Scorecard tab, add CLV as a predictor.3. Set the conditions to assign a 2.5 score to customer lifetime values less than or equal to 50, a 5 score

to customer lifetime values higher than 50 and less than or equal to 100, a 7.5 score to customerlifetime values higher than 100 and less than or equal to 199, otherwise assign a 10 score.

4. Go to the Results tab and define the cutoff values. The result is Low for scores less than 3, Mediumfor scores 3 to 5 and High for scores 6 and 7. Any score above 8 is assigned to the Very High result.

Create and design the strategy:

1. Create a new strategy named Sales in the Sales issue.2. Add a sub strategy component named Products and reference the Product Offers strategy (page

19).



3. Add a decision table component named Combine Offers Criteria and reference the Tariff Criteriadecision table (page 31).

4. Connect Products to Combine Offers Criteria.5. Add a proposition data component named Tariffs, select the Tariffs group and import all propositions.



6. To combine product offers and tariffs, add a data join component named All Sales Offers.• Select Component in the Type drop-down and Tariffs in the Name drop-down.• Save the data join and connect Combine Offers Criteria to All Sales Offers.• Data should be combined when the propositions are in the Tariffs group. Edit the data join

component and, in the Join tab, add .pyName in the All Sales Offers column and .pxSegment inthe Combine Offers Criteria column.

7. Add a sub strategy component named Customer Lifetime Value and reference the Customer LifetimeValue strategy (page 28).



8. Add a scorecard component named Calculate Discount Percentage, change the Defined on settingto Strategy result and reference the Calculate Discount Percentage scorecard (page 32). In theScore mapping tab, set DiscountPercentage to be equal to the scorecard's score output.

9. Connect Customer Lifetime Value to Calculate Discount Percentage.10. Add a set property component named Set Discount Percentage:

• Set Price to .Price - (.Price * (CalculateDiscountPercentage.DiscountPercentage /100))• Set DiscountPercentage to CalculateDiscountPercentage.DiscountPercentage• Set CLV to CalculateDiscountPercentage.CLV• Set PriceValue to Price

This last set action is not related to the sales logic, but added so that this value can be retrievedin the user interface displaying the sales offers.



11. Connect All Sales Offers to Set Discount Percentage.12. Connect Set Discount Percentage to the strategy's Results component to use it in the Next Best

Action strategy (page 42).

RetentionThe retention strategy selects the best retention offer according to the retention budget. The retentionbudget logic is driven by global control parameters and customer lifetime value.

1. Create a new strategy named Retention in the Retention business issue.2. Go to the Strategy Properties tab and add the following properties of decimal data type:

• Retention Budget applicable to the Retention business issue



• Initial Budget applicable to Top Level• Maximum Budget Ratio applicable to Top Level

3. Add a proposition data component named Gifts Propositions, select the Gifts group and import allpropositions in this group.

4. Add a proposition data component named Discount Propositions, select the Discounts group andimport all propositions in this group.

5. Add a decision data component named Global Control Parameters and reference the Global ControlParameters instance (page 16).



6. Add a sub strategy component named Customer Lifetime Value, reference the Customer LifetimeValue strategy (page 28) and specify a component by enabling the corresponding check box andselecting the Calculate CLV component.

7. Add a set property component named Retention Budget to set the customer lifetime value, churn rate,initial budget, retention budget and maximum retention budget values• Set CLV to CustomerLifetimeValue.CLV• Set ChurnRate to CustomerLifetimeValue.ChurnRate• Set InitialBudget to 0.8• Set RetentionBudget to .CLV * .InitialBudget• Set MaximumBudgetRatio to .RetentionBudget *

(GlobalControlParameters.MaximumBudgetRatio/100)



8. Add a switch component named Best Retention Offer. The switch selects Gifts Propositions if themaximum retention budget is higher than 100, otherwise it selects Discount Propositions. Thecondition for selecting Gifts Propositions is defined by the RetentionBudget.MaximumBudgetRatio >100 expression.

9. So that you can capture the values of inputs that influence the decision result, add a set propertycomponent named Set Retention Properties to set the customer value, retention budget andmaximum retention budget decision inputs. Set CLV to RetentionBudget.CLV, RetentionBudget toRetentionBudget.RetentionBudget, MaximumBudgetRatio to RetentionBudget.MaximumBudgetRatioand ChurnRate to RetentionBudget.ChurnRate.



10. Add a sub strategy component named Set Channel Dimension and reference the Set ChannelDimension strategy (page 18).

11. Connect Best Retention Offer to the Set Channel Dimension component.12. Connect Set Channel Dimension to the strategy's Results component to use this strategy in the Next

Best Action strategy (page 42).

SurveyThe survey strategy defines the logic to apply an extra step to the interaction based on a randomselection. The survey questionnaire will be offered to customers in 50% of the cases.



Design the strategy:

1. Create a new strategy named Survey at the SR level.2. Go to the Strategy Properties tab, and add a true/false property named Offer Survey at the SR level.3. Back in the Design tab, right click on the working area and select the Enable external input option.4. Add two components to set Offer Survey:

• Add a set property component named Do not Offer Survey and set OfferSurvey to False.• Add a set property component named Offer Survey and set OfferSurvey to True.

5. Add a champion challenger component named Random Select, select the two set components youcreated in the previous step and set each component to 50%.

6. Add another set property component named Append Offer Survey to Page and set OfferSurvey toRandomSelect.OfferSurvey.



7. Connect the external input to Append Offer Survey to Page.8. Connect Append Offer Survey to Page to the strategy's Results component so that you can use it in

the Next Best Action strategy (page 42).

Next Best ActionThe Next Best Action strategy selects the best offer based on churn probability and the reasoningsupplied by global control parameters.

Design the strategy:

1. Create a new strategy named Next Best Action, leaving the strategy's issue and group applicabilityundefined.

2. Go to the Strategy Properties tab and add a new property named Sales Offer Active of true/false typeapplicable to Top Level.

3. Import the sales strategy.



• Add a sub strategy component named Sales.• Select the Sales strategy.

4. Import the retention strategy.• Add a sub strategy component named Retention.• Select the Retention strategy.

5. Add a set property component named No Action. This is a placeholder component that simply setsthe name of the offer to be No Action.



6. Add a decision data component named Global Control Parameters and reference the Global ControlParameters instance (page 16).

7. Add a predictive model component named Predict Churn and reference the Predict Churn predictivemodel (page 28) created in the process of designing the Customer Lifetime Value strategy.



8. Define the action criteria based on the call reason and the sales propositions status in the system.• Add a switch component named Best Action.• Select Retention when the churn risk is high by using the PredictChurn.pxSegment=="High"

condition.• Select Sales if the sales offers are active by using the

GlobalControlParameters.SalesOffersActive condition.• Otherwise, select No Action.

9. Import the survey strategy by adding a new sub strategy component named Survey and selecting theSurvey strategy (page 40).



10. Connect the Best Action component to Survey.11. Connect Survey to the strategy's Results component.

Capture ResultsThe Capture Results strategy is created at the SR level and defines how to capture the results of theinteraction in Interaction History.

This strategy consists of a data import component named Import Strategy Results that brings the OfferedProposition page to the strategy, and it is used by the capture response interaction (page 48).





Design Interaction

• Issue decision interaction (page 48)• Capture results interaction (page 48)

Issue Decision InteractionDefine the interaction instance so that you can use the Next Best Action strategy (page 42) to drive theprocess of issuing the decision.

1. Create a new interaction named Next Best Action.2. In the Run Strategy tab, select the Next Best Action strategy and configure the interaction to write

results to the Offered Proposition page.

Capture Results InteractionDefine the interaction instance so that you can use the Capture Results strategy (page 46) to drive theprocess of capturing the results of the interaction.

1. Create a new interaction named Capture Decision Results.2. Go to the Outcomes tab and define the possible outcome of the decision (Accept and Reject).

3. Go to the Run Strategy tab, select the Capture Results strategy and set the interaction to write resultsto Interaction History. If the system is enabled with the VBD connection, results are also automaticallyrecorded in the Actuals data source.



Design Process & User Interface

The purpose of the instances defined in this stage is to support the work user to select customerinformation, based on which the decision is issued and the list of strategy outputs copied to the OfferedProposition page. The section that displays the offers shows the top propositions in the list. The work usersignals what is the response of the customer to the proposition and the customer response is handled asdefined through the flow actions created for rejecting or accepting the result interaction. The informationto capture the customer response is passed to the run interaction shape. The run interaction shape forcapturing results is executed when the values passed through the interaction rule are processed and thecorresponding data record is stored in the Interaction History tables. After capturing the response, recordsin Interaction History for the specific customer are displayed. The interaction can trigger an additionalstep: 50% of the times, a survey is displayed and the call center agent captures the answers provided bythe customer before resolving the case.

• Define user interface (page 49)• Define process flow (page 58)

Design User InterfaceDefine the sections that support the work user in the process of creating a case.

• Collect customer information (page 49)• Display offers (page 52)• Display interaction history records (page 55)• Display customer survey (page 57)

Collect Customer Information1. Create a section named Customer Information.2. Add the Customer page to the section's pages and classes.

• Page Name: Customer• Class: DMOrg-DMSample-Data-Customer

3. In the Design tab, add the necessary layouts to:• Select customer ID and call reason (page 49)• Display customer details (page 51)

Select Customer ID & Call Reason1. The first dynamic layout provides the controls for work users to select values.



2. The initial control is a drop-down that allows the work user to select the customer ID. This control isconfigured to map to the Customer.ID property, display the Customer ID label and include the Selectplaceholder text. This is also a mandatory field to validate the progression to the next step in the caseflow.

3. The source of the values displayed in the drop-down is provided by a report definition. In the Listsource settings, use the report definition type, set the Applies to field to map to the Customer class,select the default DataTableEditorReport report definition and select the ID property for both valueand display text.

4. So that demo data is displayed based on the selected customer, you need to define an action setthat is triggered when the work user selects a customer ID value. In the drop-down control describedin the previous steps, go to the Actions tab, create an action set, add the Change event, add theDisplay: Refresh action to refresh this section and select the Init Top Offers Data data transform(page 12).



5. The second control is a drop-down that allows the work user to select the call reason. This control isconfigured to map to the Customer.CallReason property, display the Call reason label and include theSelect placeholder text. This is also a mandatory field to validate the progression to the next step inthe case flow.

Display Customer DetailsThe second dynamic layout is designed to display demo data for the selected customer whenthe customer ID has been selected (page 52). It consists of read only input fields that showthe customer name as defined in the Customer.Name property, age as defined in Customer.Age,monthly fee as defined in Customer.MonthlyFee, gender as defined in Customer.Gender, number ofmonths left until the contract ends as defined in Customer.ContractEndMonths, income as defined in



Customer.Income, data usage as defined in Customer.DataUsage and frequent caller information asdefined in Customer.FrequentCaller.

VisibilityTo conditionally display the information contained in the layout:

1. Define a when rule named IDIsSelected in the work class (DMOrg-DMSample-Work).2. Add DMOrg-DMSample-Data-Customer with Customer as page name in the when rule's pages and

classes. 3. Configure the condition to reflect the When... Customer.ID != "" logic.4. Set the layout's visibility to Condition (when rule) and select the IDIsSelected when rule.

Display Offers• Before defining the section, define the activity to handle the customer response to the offered

proposition (page 52)• Define the section to display the offers (page 52)

Define Activity1. Create an activity named Get List of Outcomes in Data-pxStrategyResult.2. Add the result page in the activity's pages and classes.

• Page Name: ResultPageName• Class: Code-Pega-List

3. Define the following parameters:

Name Data Type Default Value

ResultPageName Page Name ResultPageNameShowPage Boolean falseIHRuleName String CaptureDecisionResultsIHApplyToClass String DMOrg-DMSample-Data-

Customer4. The first step sets the necessary properties through the Property-Set method and with the following

method parameters:

Properties Properties Value

Param.IHApplyToClass DMOrg-DMSample-Data-CustomerParam.IHRuleName CaptureDecisionResultsParam.ShowPage falseParam.ResultPageName ResultPageName

5. The second step runs the activity passing the current parameter page: Call Rule-Decision-Interaction.pyGetPossibleOutcomes.

Define Section1. Create a section named Display Offers.2. Add the Offered Proposition page to the section's pages and classes.

• Page Name: Customer.OfferedProposition• Class: Data-pxStrategyResult

3. Add the ResultPageName page to the section's pages and classes .• Page Name: ResultPageName• Class: Code-Pega-List

4. Add a dynamic layout to display customer information so that information about the calling customeris visible when displaying offers. In our example, this information consists of read only inputfields that show the customer name as defined in the Customer.Name property, monthly fee asdefined in Customer.MonthlyFee, number of months left until the contract ends as defined inCustomer.ContractEndMonths and frequent caller information as defined in Customer.FrequentCaller.



5. Add a repeating layout to display the contents of the Offered Proposition page.• In the Data Source section, select Customer.OfferedProposition in the list/group field.

• In the Header and footer section, disable the option to display the grid header and footer.• Go to the Operations tab. Under Row operations, select Inline and then Rows always editable.• Go to the Presentation tab, select Fill (100%) in the Width of content setting and set the container

format to Nested.6. If the Next Best Action strategy outputs sales offers, the rows in the repeating grid display the name

of the proposition, acceptance probability and the options to capture the customer response for eachoffer.• Define the first column header as Offered proposition. The cells in this column display formatted

text and the value is determined by the pyName property.• Add a new column and define its header as Acceptance probability. The cells in this column

display a percentage and the value is determined by the pyPropensity property.• Add a new column and define its header as Price. The cells in this column display the price value

and the value is determined by the PriceValue property.• Add a new column and define its header as Discount %. The cells in this column display a

percentage and the value is determined by the DiscountPercentage property.• Add a final column and define its header as Outcome. The cells in this column display radio

buttons and the values are determined by the possible outcomes for the interaction (pyOutcome),with Accept as default value.

• To display the list of possible outcomes, define the List source settings. The source for the list isthe ResultPageName clipboard page, it depends on running the GetListofOutcomes activity anduses the pyValue property to determine both value and display text.



7. Create a copy the repeating layout you just defined and make changes to the columns as follows:• Change the second column's header to Cost. The cells in this column display values as

determined by the Cost property. • Change the third column's header to Customer lifetime value. The cells in this column display

values as determined by the CLV property.• Change the fourth column's header to Maximum budget ratio. The cells in this column display

values as determined by the MaximumBudgetRatio property.• Add another column to the left of Outcome and define the header as Churn rate. The cells in this

column display values as determined by the ChurnRate property.8. Create when rules to conditionally display the repeating layouts:

• Create a when rule named IsProductOffer in the case type class.• Add the DMOrg-DMSample-Data-Customer class with Customer as page name to the when rule's

pages and classes.• Define a condition expressing the When... Customer.OfferedProposition(1).pyIssue = "Sales"

logic.• Repeat the same steps to create a when rule named IsCustomerCare, but this time make

the condition to match the other business issue: Customer.OfferedProposition(1).pyIssue ="Retention".

9. Add conditions to the repeating layouts:• Open the properties of the repeating layout containing the Acceptance probability column, set the

grid visibility to Condition (when rule) and select the IsProductOffer when rule.



• Open the properties of the second repeating layout, set the grid visibility to Condition (when rule)and select the IsCustomerCare when rule.

Finalized Display Offers section:

Display Interaction History RecordsBefore defining the section, create the report definition to retrieve data from Interaction History's facttable.



A simple way to create it is to base this new report on the default report that defines the data todisplay on the Interaction History Reports landing page.

1. Create a report definition named Interaction Results Report under Data-Decision-IH-Fact.2. Add the dimension and fact pages to the report definition's pages and classes:

Page Name Class

pxActionDimension Data-Decision-IH-Dimension-ActionpxApplicationDimension Data-Decision-IH-Dimension-ApplicationpxOperatorDimension Data-Decision-IH-Dimension-OperatorpxOutcomeDimension Data-Decision-IH-Dimension-OutcomeApplication Rule-ApplicationCustomer DMOrg-DMSample-Data-Customer

Data-Decision-IH-Fact3. Go to the Query tab and define the columns.

Column Source Column Name Sorting

.pxFactID Fact ID -

.pySubjectID Subject ID -pxActionDimension.pyIssue Business Issue -pxActionDimension.pyGroup Group -pxActionDimension.pyName Proposition -.pxOutcomeTime Offered on Sort Type: Highest to

LowestSort Order: 1

pxOperatorDimension.pyOperator Operator -pxOutcomeDimension.pyOutcome Outcome -

4. Still in the same tab, define the filters to show the results.

Condition Caption

A • Caption: Customer• Column source: .pySubjectID• Relationship: Is Equal• Value: Customer.ID

B • Caption: Application• Column source: pxApplicationDimension.pyApplication• Relationship: Is Equal• Value: Application.pyName

5. Go to the Data Access tab and verify the correct associations:

Prefix Class Name

pxActionDimension Data-Decision-IH-Dimension-ActionpxApplicationDimension Data-Decision-IH-Dimension-ApplicationpxOperatorDimension Data-Decision-IH-Dimension-OperatorpxOutcomeDimension Data-Decision-IH-Dimension-Outcome

Define the section containing the interaction results.

1. Create a section named Interaction Results.2. Add a repeating layout to display the records in Interaction History for the customer the agent is

interacting with.3. Open the Layout Properties dialog.4. Define the data source options:

• Source: Report Definition• Applies To: Data-Decision-IH-Fact



• Report Definition: InteractionResultsReport• Create grid dynamically

5. Define pagination options through selecting Page 1,2,3 ... in the Pagination format field and settingthe page size to 50.

6. Check the display header setting to show the Interaction results for this customer text, which youconfigure through the header settings in the layout's Presentation tab.

7. Finalized section:

Survey QuestionsDefine the section for displaying survey questions.

1. Create a section named Customer Survey.2. Add the Survey Results page to the section's pages and classes.

• Page Name: SurveyResults• Class: DMOrg-DMSample-SR

3. Add an initial dynamic layout to display the introduction to the questionnaire.4. Add a dynamic layout below the initial dynamic layout, this time using the inline grid triple layout

format and the default container format.• Add a text label control to display the Waiting time label.• Add a radio buttons control, map it to the SurveyResults.WaitingTime property, disable the use

property default option, clear the label and set this control to always required. Additionally, go tothe Presentation tab and change the following settings:

Settings Configuration

Orientation HorizontalItems before new row 6Control format DefaultReserve space for label Disable this option

5. Add additional layouts and repeat the generic steps described in the previous step, with the followingdifferences:• Quality of service

• The text label control displays Quality of Service.• The radio buttons control is mapped to the SurveyResults.QualityOfService property.

• Agent expertise• The text label control displays Agent expertise.• The radio buttons control is mapped to the SurveyResults.ExpertiseLevelOfAgent property.

• Reference• The text label control displays Would you reference us to friends and family?.• The radio buttons control is mapped to the SurveyResults.Referenceability property.

Finalized Customer Survey section:



Define Process• Define process and stages (page 58)• Define flow actions (page 58)• Define flow (page 58)

Define Process & StagesEdit the pyDefault case type to set up the process.

• Go to the Stages tab.• Under Primary stages, add the TopOffers flow as automatically and manually launched in the first

primary stages definition.• Click the add item icon to create the flow.

Define Flow ActionsDefine the flow actions that link to the user interface sections (page 49).

• Create a flow action named Customer Information, and reference the Customer Information section.• Create a flow action named Capture Selected Offers, and reference the Display Offers section.• Create a flow action named Display Interaction Results, and reference the Interaction Results section.• Create a flow action named Customer Survey, and reference the Customer Survey section.

Define FlowThe process starts by collecting customer information and ends in displaying the historical interactionresults. After collecting the customer information, it is driven by the interaction rule that issues thedecision. Depending on the information about the customer, propositions are displayed and theinteraction is handled to record the customer response. If the interaction selects the survey to bepresented to the customer, an additional step is triggered to display the survey questions.



1. Edit the flow Top Offers flow created in the processes and stages definition steps (page 58).2. The flow starts with an assignment shape named Top Offers to collect customer information.3. Add the Customer page to the flow's pages and classes.

• Page Name: Customer• Class: DMOrg-DMSample-Data-Customer

4. Add a run interaction shape named Issue Decision to reference the Next Best Action interaction(page 48). Run the interaction on another page, select the Customer page in the Page property fieldand then the NextBestAction interaction.

5. Connect Top Offers to Issue Decision and reference the Customer Information flow action in theconnector's flow action field.

6. Add an assignment shape named Offered Propositions to show the propositions output by thestrategy.

7. Connect Issue Decision to Offered Propositions.8. Add a run interaction shape named Capture Results to reference the Capture Decision Results

interaction (page 48). Configure it in the same way as the first run interaction shape, but this time yourun the CaptureDecisionResults interaction.



9. Connect Offered Propositions to Capture Results and reference the Capture Selected Offer flowaction in the connector's flow action field.

10. Add an assignment named Display Results to show the Interaction History records for the customer.11. Connect Capture Results to Display Results.12. Add a decision shape named Offer Survey, select the type of decision to be Boolean Expression and

type the Customer.OfferedProposition(1).OfferSurvey=="True" expression.

13. Connect Display Results to Offer Survey and reference the Display Interaction Results flow action inthe connector's flow action field. Additionally, use the connector to also set pyStatusWork status toResolved-Completed.

14. Add an assignment named Customer Survey to show the survey questions and add the necessaryconnections until reaching the flow's end shape:• Connect the true connector of the decision shape to Customer Survey.• Connect the Else connector of the decision shape to the end shape.



• Connect Customer Survey to the end shape and reference the Customer Survey flow action inthe connector's flow action field.



Create Case

• Test cases (page 62)• Clear records (page 64)

Top Offers Test CasesTest your case by running the Top Offers case.

1. In the Create menu, select Create > Case > Top Offers.2. The flow displays the step where you can select the customer and the call reason. For example,

select CE-1 and Product offer.

3. Click Submit.4. Depending on the churn risk calculated for the selected customer, the result of running the interaction

for a customer is sales or retention offers. In this step, select the customer response for each offer.



5. Click Submit.6. The process flow triggers the recording of interaction results in Interaction History and displays the

Interaction History records for the selected customer.7. Click Submit to go to the next stage.8. The next stage can consist of simply resolving the case, or including an intermediary survey step

before doing so. As a result of running the survey strategy, the survey can be set to be offered tocustomers in 50% of the cases. If the current case falls in that category, before getting to the finalstep, the call center agent has the opportunity to present the customer with a few questions asdefined in the survey section.

9. If you run the case for a customer that is selected for sales offers (for example, CE-2), model learningis triggered by the interaction according to the customer response to each sales offer. You canmonitor adaptive models and view the adaptive model reports. In the Designer Studio menu:• Monitor and manage models by going to Decisioning > Predictive Analytics > Adaptive Model

Management.



• View reports by going to Decisioning > Monitoring > Adaptive Model Reporting. The followingsnapshot shows the list of active predictors, displaying detailed statistics for a particular predictor(Frequent Caller):

Clear Interaction RecordsThe DMSample application does not use real customer data to execute strategies and run interactions. Ifyou want to start with a clean interaction history (no interaction results in the Interaction History data storefor this application), the DMSample application provides a process that allows you to achieve this.

1. Go to the cases explorer.2. Open the Clear Interaction Records case type.3. Click Run.4. Click Preview records the records that will be deleted.

5. By clicking Delete records, Interaction History records corresponding to the DMSample applicationare deleted. This process results in permanent data loss of any records stored in Interaction Historyfor this application.

Interaction History is designed as an insert only data store. The possibility of clearingInteraction History records is provided for demo purposes only, and it is an unsupportedoperation in enterprise application development or production.

Documents

Decision Strategy Manager - Pega · Management landing page. Define Sales Propositions • Define hierarchy (page 6) • Create properties (page 6) • Configure and define propositions