The implementation team enables or extends features to meet your business requirements.
To configure application features, review the topics in the following sections:
- Defining the data model
The application provides a set of data types, data pages, and sample data to begin implementing your application. You will need to use the data from your site's system of record instead of using the sample data provided by the application.
- Implementing case types and attributes
Your application includes a set of predefined case types. A case is defined as a service case or a service request, which is a process that your staff performs to service your customers. Each case type contains one or more processes that you can extend to meet your business requirements. If you do not see an existing case type, you can create one during your planning process.
- Implementing application behavior
To configure the functionality that is provided in Pega Retail Advisor, complete the following procedures.
- Defining Pega Customer Decision Hub actions, containers, and offer types
Pega Retail Advisor connects to a Pega Customer Decision Hub instance and receives a list of suggested actions that you must map to intent tasks. For example, when the user clicks a next-best-action suggestion of a retention negotiation, the CSOfferNegotiator flow is run in the PegaCA-Work-LocalOfferNegotiator class. For more information, see Mapping an action to an intent task. You also configure offer categories in Pega Retail Advisor for bundle negotiations. For more information on action bundles, see "Action Bundles" in the Pega Customer
- Defining budget calculation customizations
You can customize the budget calculation in Pega Next-Best-Action Advisor. For example, you can do this if you need to calculate the budget based on a customer's credit score.
- Optional: Defining member eligibility customizations
You can customize the eligibility calculation in Pega Next-Best-Action Advisor. For example, you can do this if you need to calculate member eligibility based on a customer's credit score.
- Adding data sources
A new data source rule is required if you create a new data type and want to use the related fields in the application, such as for interaction driver tasks and suggestions, composite displays, data references within dialog scripts, and portal search data retrieval and display.
- Configuring access groups
A new application includes out-of-the-box access groups and access roles that you can view in App Studio by clicking Users Roles . To associate an access group with a role, follow these steps.
- Configuring bundle negotiation categories
Offers can be grouped into categories for bundle negotiation. You must configure these categories in Pega Retail Advisor. For more information on offer bundles, see "Action Bundles" in the Pega Customer Decision Hub User Guide on the Pega Customer Decision Hub product page.
- Configuring the capture response behavior
When a customer adds or deletes an offer from the recommendations page or from cart, Pega Retail Advisor queues the response in the Int-PegaCDH-Container-Offer.ManageRetailBasket data transform. The list of responses is then sent to the PegaCA-Work-Interaction-Retail.CaptureResponse activity. To set additional parameters for the response capture, edit the Int-PegaCDH-Container.MapRequestParameters data transform.
- Configuring the negotiation budget milestones
The budget provides personalized minimum, maximum, and target budget amounts based on the customer's value and level of retention risk. These budget values then guide which offers can be added to the basket, preventing users from exceeding the maximum budget amount. You must set these values in Pega Customer Decision Hub. You can also configure default budget values, which are used when Pega Next-Best-Action Advisor does not receive any budget information from Pega Customer Decision Hub.
- Configuring the budget refresh
The negotiation budget is associated with the RetentionBudget and SalesBudget ActionIDs. These ActionIDs are mapped to the appropriate container that returns the refreshed budget based on the items in the cart.
- Adding context to next-best-action decisions
Some of the key aspects of making good next-best-action decisions is understanding why the customer is calling today, knowing the call center's average handle time (AHT), and being aware of any other contextual information from the agent's conversation with the customer. This information is sent to Pega Customer Decision Hub to influence the next-best-action results.
- Customizing the loading of B2B account member data
Pega Retail Advisor uses B2B account member information that is stored in the Pega Customer Service for Financial Services Contact class. The base Contact class is PegaData-Contact, and you can use it to create a custom Contact class, if your implementation requires customization, for example, if you need the class to use additional properties.
- Optional: Customizing budget calculation
You can customize the budget calculation in Pega Next-Best-Action Advisor. For example, you might customize if you need to calculate the budget based on a customer's credit score.
- Optional: Customizing member eligibility calculation
You can customize the eligibility calculation logic in Pega Retail Advisor. For example, you might customize if you need to calculate member eligibility based on a customer's credit score.
- Changing the default behavior in the lack of eligibility status
In a Business-to-Business (B2B) negotiation, you can create a new offer bundle for eligible B2B account members only. Pega Customer Decision Hub calculates the eligibility status and sends it to Pega Retail Advisor.