Pegasystems PEGAPCDC87V1 Certified Pega Decisioning Consultant (PCDC) 87V1 Exam Practice Test

Answer : B, C, D

Requirement Analysis: U+ Bank wants to display a specific credit card offer (Standard Card) to every customer who logs in to the bank website using Pega Customer Decision Hub.

Identify Mandatory Artifacts: To implement this requirement in Pega Customer Decision Hub, certain artifacts are necessary:

Business Structure: This defines the business hierarchy in Pega CDH, such as issues and groups. For this scenario, a relevant business issue and group must be defined (e.g., Credit Cards -> Standard Card).

Action and Associated Web Treatment: The specific credit card offer (Standard Card) must be created as an action, and it must have an associated web treatment to display on the bank's website.

Real-time Containers: These containers facilitate real-time interactions by displaying the appropriate offers to customers when they log in to the website.

Not Mandatory Artifacts:

Customer Contact Policies: These policies are used to limit the number of interactions with customers over a period. However, they are not mandatory for simply displaying an offer upon login.

Customer Engagement Policies: While important for determining eligibility, applicability, and suitability of offers, they are not specifically mandatory for the basic requirement of displaying an offer upon login.

Conclusion: The three mandatory artifacts to implement the requirement are a business structure, an action and the associated web treatment, and real-time containers.

Answer : D

Understanding Aggregation Components: Aggregation components in Pega decision strategies are used to perform calculations based on a list of actions. This can include summing values, calculating averages, or other statistical measures.

Use Case of Aggregation Components:

Set a Text Value: This is typically handled by Set Property or Data Transform components.

Filter Actions: Filters are used for filtering actions based on priority and relevance.

Choose Between Actions: This is typically handled by a Decision or Filter component.

Aggregation is specifically used to perform calculations based on a group of actions. It can be used to sum the total value of actions, calculate the average propensity, etc.

Implementation in Decision Strategy:

Add Aggregation Component: In the decision strategy, add an Aggregation component.

Define Calculation: Specify the type of calculation (sum, average, count, etc.) and the actions to be included in the calculation.

The Pega Customer Decision Hub User Guide mentions the use of aggregation components to perform calculations on action lists, confirming their primary function is for making calculations based on a list of actions (Reference: Pega-Customer-Decision-Hub-User-Guide-85.pdf, Chapter on 'Using aggregation components in decision strategies').

Conclusion: In a decision strategy, aggregation components are used to make calculations based upon a list of actions, enabling the strategy to derive meaningful metrics from groups of actions.

Answer : C

Initial Configuration: U+ Bank has implemented Pega Customer Decision Hub for the contact center and now wants to extend it to the web channel.

Understand Channel Configuration: Pega CDH requires the configuration of channels in the Next-Best-Action Designer to ensure that treatments are correctly recommended.

Modify the Strategy Framework:

Next-Best-Action Framework: This strategy framework is used to determine the best actions for customers across various channels. It needs to be modified to include configurations specific to the web channel.

Steps to Modify:

Access Next-Best-Action Designer: Navigate to the Next-Best-Action Designer.

Channels Tab: Configure the new web channel in the Channels tab.

Modify the Strategy: Update the Next-Best-Action Framework strategy to incorporate the new web channel. This involves ensuring the new actions and treatments are included and prioritized correctly for the web channel.

According to the Pega Customer Decision Hub User Guide, modifying the framework strategy to cater to new channels is necessary for extending customer engagement (Reference: Pega-Customer-Decision-Hub-User-Guide-85.pdf, Chapter on 'Understanding Next-Best-Action Designer channels').

Testing and Validation:

Test the new configurations to ensure treatments for the web channel are correctly recommended in the next-best-action suggestions.

Conclusion: To configure the new treatments for the web channel in the next-best-action recommendations, the Next-Best-Action Framework strategy must be modified to cater to the new web channel.

Answer : A

Identify the Requirement: U+ Bank wants to offer credit cards only to customers with specific risk segments and also ensure that the age of the customer is greater than 25 years. This involves setting eligibility criteria for credit card offers.

Understand Engagement Policies: Engagement policies in Pega CDH are used to define rules that govern when specific actions are relevant for a customer. This includes eligibility, applicability, and suitability conditions.

Access Next-Best-Action Designer: To implement these criteria, navigate to the Next-Best-Action Designer within Pega Customer Decision Hub.

Engagement Policy Tab:

Eligibility Criteria: Set the criteria to include customers with an age greater than 25 years.

Define the other conditions based on Credit Score and Average Balance to segment customers into Good, Fair, Poor, and Very Poor risk categories.

According to the Pega Customer Decision Hub User Guide, the engagement policy tab allows users to define when specific actions or groups of actions are appropriate for customers (Reference: Pega-Customer-Decision-Hub-User-Guide-85.pdf, Chapter on 'Understanding Next-Best-Action Designer engagement policies').

Implementing the Criteria:

Navigate to the Engagement Policy tab: This is within the Next-Best-Action Designer.

Add a New Policy: Create a new engagement policy where you define the eligibility criteria for the credit card offer.

Set Age Condition: Ensure the age condition (Age > 25) is part of the eligibility criteria.

Validation:

Ensure the conditions are tested thoroughly to verify that the credit card offers are only presented to customers meeting the set criteria.

Additional Resources:

For detailed steps on configuring engagement policies, refer to the Pega documentation on 'Configuring engagement policies for actions' (Reference: Pega-Customer-Decision-Hub-User-Guide-85.pdf).

Conclusion: The best practice to ensure that credit cards are offered only to customers with age greater than 25 is to use the Engagement Policy tab in the Next-Best-Action Designer, where you can set the eligibility conditions appropriately.

Answer : C

To ensure that the Gold credit card offer is presented only to customers who have an annual income of more than USD 150,000, you need to configure an engagement policy condition in the Next-Best-Action Designer. Here's why:

Engagement Policy Condition:

Engagement policies in the Next-Best-Action Designer are used to define conditions that determine whether a particular action (such as offering a Gold credit card) is suitable or eligible for a customer.

By setting an engagement policy condition based on the customer's annual income, you ensure that only those customers who meet the specified income threshold are eligible to receive the offer.

This condition acts as a filter that evaluates each customer's income and includes only those who earn more than USD 150,000.

Other Options:

Audience: Audiences are groups of customers defined for targeting purposes but do not inherently include detailed eligibility conditions.

Customer segment: Customer segments can categorize customers based on certain attributes but are not typically used for defining specific eligibility criteria for offers.

Prioritization formula: This is used to prioritize offers based on various factors but does not set eligibility criteria.

Therefore, to configure the eligibility of customers based on their annual income for offering a Gold credit card, the appropriate choice is to set an engagement policy condition.

Answer : B

Configuring Ethical Bias Policy:

To configure bias fields, the context of the bias must be selected, which usually pertains to customer-related properties.

Selecting Bias Fields:

Bias fields such as age, gender, and ethnicity are typically customer properties.

These properties are analyzed to detect and measure bias in decision strategies.

Detailed Explanation:

By selecting the Customer context, you can add and configure relevant customer properties to the bias policy.

This allows for comprehensive bias testing and ensures fairness in action distribution.

Verification from Pega Documentation:

Pega documentation confirms that customer-related properties are the primary context for configuring bias fields in ethical bias policies.

Answer : D

Ethical Bias Policy Configuration:

To allow minimal bias on age while ensuring eligibility (Age >= 18), an appropriate Gini coefficient threshold needs to be set.

The Gini coefficient measures statistical inequality, with 0 representing perfect equality and higher values indicating more bias.

Choosing the Gini Threshold:

A 0.1 Gini coefficient is a low threshold that allows minimal bias.

It ensures that the actions are distributed fairly among customers while still respecting the eligibility condition.

Detailed Explanation:

Setting a 0.1 Gini coefficient allows for slight variations in distribution, which is sufficient to accommodate the Age >= 18 requirement without introducing significant bias.

Verification from Pega Documentation:

The Pega Customer Decision Hub User Guide explains the use of Gini coefficients for measuring and setting thresholds to control bias in decisioning strategies.