Pega Sales Automation for Insurance uses Pega's Customer Decision Hub and Decision Management capabilities to identify the next best action for every opportunity (contact and policy) in the application.

Prerequisites

To use next best action strategies with Pega Sales Automation for Insurance, the following decisioning tools and services are required.

• Decision Strategy Manager (DSM) and Adaptive Decision Manager (ADM) must be installed on the server.
• The following services must be running with a status of normal:
  • Decision Data Store
  • Adaptive Decision Manager
  • Data Flow
  • Visual Business Director

Ruleset

NBA uses the SAI-Artifacts ruleset.

Class

Pega Sales Automation for Insurance uses the SA-SR class (Sales Automation – Strategy Results), which is the same SR class that is used by Pega Sales Automation. This class provides the foundation for the entire NBA structure and it has direct pattern inheritance from Data-pxStrategyResults.

Business issue, business group, and propositions

The SANBAIssue business issue contains related business groups and propositions for NBA.

You can view details for the SANBAIssue business issue in Designer Studio.

1. Click Designer Studio > Decisioning > Decisions > Proposition Management.
2. In the Business issues & groups section, click to expand the SANBAIssue business issue.

Dashboard widget

Opportunity insights

The OpportunityAnalysis section uses the D_NBASalesRepOpp data page to display next best actions in the Opportunity insights section of the opportunity.

Data page

Next best action uses the following data pages:

• D_NextBestActions

This data page populates the Next best actions dashboard widget by calling the NextBestActions activity.

• D_NBASalesRepOpp

This data page populates the NBAForSalesRepOpp property with the next best action for an opportunity by calling the NBASalesRepOpp activity.

Property

The NBAForSalesRepOpp page list property holds the results of decision strategies and populates the repeating grid of the NBASalesRepOpp section of an opportunity. This page list is populated by the NBASalesRepOpp activity.

You can view details for this property by searching for and selecting the NBAForSalesRepOpp page list property in the Designer Studio search text header field.

Activities

Next best action uses the following activities.

• NBASalesRepOpp – This activity uses the opportunity ID as an input parameter and populates the next best actions in the NBAForSalesRepOpp property. The activity opens an opportunity in the GivenSAOpp page, which acts as the parent for the entire next best action data model for the activity. The activity then populates tasks and quotes data on the GivenSAOpp page.
• CaptureTopActions – This activity is invoked to store the next best action interaction response in the interaction history.
• NextBestActions – This activity populates the D_NextBestActions data page, which populates the Next best actions widget on the Sales Rep dashboard. This activity calls the PoliciesForNextBestAction, crmOpportunitiesForNBA, and ContactsForNBA report definitions. After the application fetches the results from the report definitions, it loops through each result and runs the respective data flow to get the top ten actions for each work object (policy, opportunity, and contact). When the top 30 actions are retrieved, the application exits the loop and retrieves the top ten actions overall by running the NextBestActions data flow.

You can view details for each of these activities by searching for and selecting the activity name in the Designer Studio search text header field.

Report definitions

The NextBestActions activity calls the following report definitions.

• QuotesRelatedToOpportunity – The activity uses this report definition to get the quotes that are related to the opportunity.
• PoliciesForNextBestAction – The activity uses this report definition to get the policies of the accounts that are owned by the logged in operator or by one of the operator's direct reports.​
• crmOpportunitiesForNBA – The activity uses this report definition to get the opportunities that are owned by the logged in operator or by one of the operator's direct reports.
• priorityTasksByOpportunity – The activity uses this report definition to get the high and medium priority open tasks that are related to the opportunities that are owned by the logged in operator or by one of the operator's direct reports.
• LeadsForNextBestAction – The activity uses this report definition to get the leads that are owned by the logged in operator or by one of the operator's direct reports.
• ContactsForNBA – The activity uses this report definition to get the contacts that are owned by the logged in operator or by one of the operator's direct reports.

You can view details for each of these report definitions by searching for and selecting the report definition name in the Designer Studio search text header field.

Data flows

The NBASalesRepOpp activity uses the NBASalesRepOpp data flow to run the parent NextBestActionsForSalesRep decision strategy.

The NextBestActions activity uses the following data flows:

• PoliciesForNBA – This data flow runs the PoliciesForNBA decision strategy.
• OpportunitiesForNBA – This data flow runs the OpportunitiesForNBA decision strategy.
• ContactsForNBA – This data flow runs the ContactsForNBA decision strategy.
• LeadsForNBA – This data flow runs the LeadsForNBA decision strategy.
• NextBestActions – This data flow runs the NextBestActions decision strategy.

You can view details for each of these data flows by searching for and selecting the data flow name in the Designer Studio search text header field.

Strategies

NBA uses the following strategies:

• NextBestActionsForSalesRep – This strategy is the parent strategy. It uses the GivenSAOpp page and has multiple sub strategies. In this strategy, the results from sub strategies are grouped and ranked in priority order in the Top 3 Actions component. This component provides the top three actions and the top action to the Results component. The top three actions are displayed in the opportunity.
• PoliciesForNBA – This strategy uses the PolicyPage as the input page and a top action is returned as a result if one exists. In this strategy, the DefaultRank property is set to DefaultRank + Premium of Policy. This strategy runs until the top ten actions are retrieved. The top ten actions are then copied to the TempPage property. This strategy is used to display next best actions on the dashboard widget.
• OpportunitiesForNBA – This strategy uses the OpportunityPage as the input page and a top action is returned as a result if one exists. In this strategy, the DefaultRank property is set to DefaultRank + Opportunity Amount. This strategy runs until the top ten actions are retrieved. The top ten actions are then copied to the TempPage property. This strategy is used to display next best actions on the dashboard widget.
• TasksForNBA – This strategy uses RelatedTasks as the input page and a top action is returned as a result if one exists. In this strategy, the DefaultRank property is set to DefaultRank + Opportunity Amount. This strategy runs until the top ten actions are retrieved. The top ten actions are then copied to the TempPage property. This strategy is used to display next best actions on the dashboard widget.
• ContactsForNBA – This strategy uses the ContactPage as the input page and a top action is returned as a result if one exists. In this strategy, the DefaultRank property is set to DefaultRank + ContactAge*100. This strategy runs until the top ten actions are retrieved. The top ten actions are then copied to the TempPage property. This strategy is used to display next best actions on the dashboard widget.
• LeadsForNBA – This strategy uses the LeadPage as the input page and a top action is returned as a result if one exists. In this strategy, the DefaultRank property is set to DefaultRank. This strategy runs until the top ten actions are retrieved. The top ten actions are then copied to the TempPage property. This strategy is used to display next best actions on the dashboard widget.
• NextBestActions – This strategy uses the Primary Page as the input page and contains a data import shape to get the 30 top actions that were copied to the TempPage property by the PoliciesForNBA, OpportunitiesForNBA, and ContactsForNBA strategies. This strategy prioritizes the TopActions and returns the top ten actions overall, based on the DefaultRank that was calculated by the PoliciesForNBA, OpportunitiesForNBA, and ContactsForNBA strategies.

For all strategies, the strategy evaluates a specific condition and generates an action.

• The strategies evaluate the appropriate page list in the data structure, generate actions, and filter out actions that have been completed and stored in decision history (.pyOutcome !=”Clicked”) by the CaptureTopAction activity.
• The Proposition Filter filters out unwanted and unqualified actions using When rules.
• The Set Property component populates the other properties for the Next Best Action.