Skip to main content

Configuring the Next best action widget

Suggest edit
Updated on January 19, 2022

To configure the Next best action widget which displays Pega Customer Decision Hub actions in Pega Customer Service, update the MapActionForIssueAndGroup decision table.

Pega Customer Decision Hub

The MapActionForIssueAndGroup decision table uses the ActionID and Action properties to control how actions are displayed within Pega Customer Service, based on their issue and group in Pega Customer Decision Hub.

ActionID
The value of this property needs to match an entry in the MapActionProperties decision table in the Pega Customer Service application.
Action
The value that the customer service representative sees in the green bar in the Next best action widget.
  1. Log in to Pega Customer Decision Hub as an operator with access to Dev Studio.
  2. In Dev Studio, edit the MapActionForIssueAndGroup decision table.
  3. On the Results tab, expand the Additional Allowed Results section.
  4. In the CRMSamples section, review the set of default actions, as in the following table:
    ResultTarget propertyValue
    Default.ActionID.pyIssue + "action"
    .Action"Make " + .pyIssue + " action"
    ServiceAction.ActionID.pyName
    .Action.pyLabel
    SalesAction.ActionIDTopOffers
    .Action"Makes Sales Offer"
    NegotiateRetention.ActionIDRetentionPeak
    .Action"Negotiate retention"
    NegotiateSales.ActionIDSalesNegotiator
    .Action"Negotiate sales"
  5. Make sure the ActionID matches entries in the MapActionProperties decision table in Pega Customer Service.
  6. Map your issues and groups to these allowed results by clicking on the Table tab of the MapActionsForIssueAndGroup decision table.
  7. Add a row for each of your issues and map it to the appropriate allowed results, as in the following table:
    Business IssueBusiness GroupReturn
    SalesSalesAction
    ServiceServiceAction
    NegotiationRetentionNegotiateRetention
    NegotiationSalesNegotiateSales
  • Previous topic Configuring Next-Best-Action Designer for Pega Customer Service
  • Next topic Configuring actions in Pega Customer Service
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.

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