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Configuring questions

Suggest edit Updated on March 30, 2021

Create questions and define the answers that help the user to find offers that are most suited to their preferences. For example, you can create a question that determines how many devices the customer uses to have the application suggest a suitable offer based on the answer. You can also delete questions that you no longer need.

You can choose between single-answer and multiple-answer questions. You can edit existing questions by clicking their names. The questions you create are visible in the Customer Service Interaction Portal.

  1. In the header of Dev Studio, click LaunchCustomer Decision Hub.

  2. On the Pega Customer Decision Hub portal, click the Configuration icon, and then click Profile preferencesManage questions.

  3. Click Create profile question.

  4. In the Add preference question form, select the type of question from the following options:

    • Single select, which allows you to select only one answer in the customer retention and acquisition journeys in the Customer Service Interaction Portal.
    • Multi select, which allows you to select more than one answer in the customer retention and acquisition journeys in the Customer Service Interaction Portal.
  5. In the Name field, provide a short summary of the question.

  6. In the Issue, Group, and Type drop-down fields, select an option that matches your scenario.

    For example: If your objective is to retain a customer who is currently an owner of a mobile phone and you want to ask which phone model they prefer, select: Retention, Mobile, Device.
  7. In the Channel drop-down field, select where you want your questions to display.

  8. In the Question text field, type in your question.

  9. Select how to provide the answers:

    • Enter answers manually allows you to type in your answers by clicking Add answer.
    • Load from propositions autopopulates the answer fields based on the chosen issue and group. You can delete answers that you do not need.
  10. If you select the Load from propositions option, in the Sub group field, choose where in the Customer Service Interaction Portal to display the answers, depending on your scenario.

    For example: For the Phone group, the question can apply either to the Plan section, Add-on section, or both in the Customer Service Interaction Portal.
    You can delete answers that you do not need.
  11. To delete a question, on the Manage questions tab, click the trash icon.

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