Skip to main content

This content has been archived and is no longer being updated.

Links may not function; however, this content may be relevant to outdated versions of the product.

Building offers for Pega Collections contact treatments

Suggest edit Updated on September 10, 2021

In Pega Customer Decision Hub™ for Financial Services, Collections treatments run through offer rules. As described in Collections Interaction smart shape, smart shapes help you with using offer rules to update a case in the Pega Customer Service™ for Financial Services application.

Because Pega Customer Decision Hub for Financial Services and Pega Customer Service for Financial Services can reside in different applications, the Collections case can be locked before Pega Customer Decision Hub for Financial Services can update it. Pega recommends including a Wait shape before the Collections Interaction smart shape in your offer flows.

Adding a Wait shape pushes the handling of the offer to a wait agent and to a separate real-time work queue. This work queue will continue to try to handle the work in the queue and so, even if the collections case is locked, it will retry it after thirty seconds. This is especially important in the right to cure offer. In order for the Collections case to be updated with the right to cure mail or email, perform one of the following actions:

  • Add a Wait shape at the start of the right to cure offer.
  • Update the Send Email or Send SMS shape with a wait period.
Note: Starting in version 8.5, Pega Customer Decision Hub is Pega's main solution for 1:1 customer engagement, combining the features available in previous versions of Pega Marketing™ and Pega Customer Decision Hub with many new features. Pega Marketing is no longer available as a separate product.

Tags

Pega Collections 8.2 - 8.4 Pega Marketing for Financial Services 8.2 - 8.4 Pega Customer Service for Financial Services 8.2 - 8.6 Pega Customer Decision Hub for Financial Services 8.5
Did you find this content helpful? YesNo

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Ready to crush complexity?

Experience the benefits of Pega Community when you log in.

We'd prefer it if you saw us at our best.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us