To make the best, most relevant next-best-action decisions, provide access to the most current and comprehensive data about your customers, their demographics, product holdings, activity, and other information that may be stored in third-party systems.

Populate your customer data into the decisioning repository by using a batch ETL process, file dump, or file injection. For more information, see Ingesting customer data into Pega Customer Decision Hub on Pega Cloud.

Importing non-volatile Customer and Account data

Updating volatile Customer and Account data using a real-time data flow

Volatile Customer and Account data are collections status updates coming from a linked Pega Customer Service for Financial Services application, such as Has scheduled payment or Is in collections. You can use REST service which employs existing extended customer analytic record (XCAR) dataset to update data.

For example, a bank sends daily reminders for scheduling payment plans or bill payments to customers who are in collections. The customers' XCAR data is updated every morning through an established ETL process. During the next interaction, relevant next best actions are presented to the customer based on any changes in the status of their associated collection cases.

The steps below outline the necessary configuration by using the Account data set as an example.

1. Create a REST service that Pega Customer Service for Financial Services can call to update the account data.

   

   

2. Create an activity to write into the Account data set.

   

   

3. When invoking the REST service from Pega Customer Service for Financial Services, provide the mandatory keys to identify the records as part of the payload.
   { "AccountID" : "5989909999990001","AccountNumber" : "5989909999990001","AccountBalance" : "1652.00","CustomerID" : "1365088180","CustomerID" : "1365088180","DaysDelinquent" : "10",}

• Pega Customer Decision Hub for Collections User Guide