Building features
The implementation team enables or extends features to meet your business requirements.
To configure application features, review the topics in the following sections:
- About implementing customer data
Pega Customer Decision Hub for Financial Services manages customer data through classes.
- Defining the customer class
Pega Customer Decision Hub for Financial Services requires a customer class to support the loading of customer data.
- Configuring the customer class
To successfully load customer data, a customer class must be configured.
- Defining the prospect class
Target potential customers by implementing a prospect class that supports the loading of prospect data in Pega Customer Decision Hub for Financial Services.
- Configuring the prospect class
To successfully load prospect data, configure a prospect class.
- Defining the accounts class
Pega Customer Decision Hub for Financial Services requires an accounts class to support the loading of account data so that decisioning is supported on the account level.
- Configuring the custom accounts class
To successfully load account data, configure an accounts class.
- Adopting multilevel decisioning in Pega Customer Decision Hub for Financial Services
Define the following artifacts, and then update the Context Dictionary to use the Pega Customer Decision Hub multilevel decisioning feature in Pega Customer Decision Hub for Financial Services.
- Setting the context for your multilevel decisioning accounts and context class
Use the Context Dictionary to update the customer context and the accounts context to use the Pega Customer Decision Hub multilevel decisioning feature in Pega Customer Decision Hub for Financial Services.
- Extending the behavioral data class
Extend the existing PegaMarketingFS-Data-Customer-BehavioralData class to support the loading of real-time customer events that empower decisioning.
- Setting the context for your behavioral data class
Use the Context Dictionary to review or update the default contexts, or to configure behavioral data as an additional context.
- Application data model
The application provides a set of data types, data pages, and sample data, which you can use to begin implementing your application. You will need to use the data from your system of record instead of using the sample data provided by the application.
- Configuring channels
Channels are a means of communication that customers can use to interact with a company. Pega Customer Decision Hub for Financial Services includes integrated, multi-channel support capabilities for managing email, SMS, push notifications and web-based service interactions. Additionally, in-person interactions can be conducted using a mobile device, such as a tablet computer.
- Implementing the security model and organization structure
Define the authorization and authentication strategies for your application.
- Configuring access groups and roles
It is a best practice to create new access groups and roles that are based on the default access groups and roles that come with the product. This insulates your application from changes if the roles and groups change permissions in a future release. Refer to the roles and groups that you identified during the procedures.
- Implementing reporting
Use reports for real-time insights into case inventories and aging so that you can respond with the agility that is needed to comply with your internal and external service level agreements as well as compliance mandates.
- Getting started with Next-Best-Action
Define the structure for your business and the actions you want to engage with your customers. Actions, previously referred to as propositions or offers, are the messages you want to communicate to your customers. They are organized into your business structure.
- Implementing real-time containers
Real-time containers manage content in real-time channels, for example, on web pages. When a container is loaded, for example, when an individual views an ad for an action in a predefined placement on the Web channel, it triggers Next-Best-Action.
- Optional: Configuring repository storage for marketing images
You can configure Pega Customer Decision Hub for Financial Services to use repository storage for your Image Library.
- Configuring the Collections logic
In Pega Customer Decision Hub for Financial Services, you can implement various Pega Collections capabilities, such as identifying the best payment plan or payment schedule. Customize the business logic for determining the payment plan that has the highest likelihood of obtaining returns by making use of AI and decisioning features in Pega Customer Decision Hub for Financial Services.
- Optional: Integrating Pega Customer Decision Hub for Financial Services with Adobe Experience Manager
Adobe Experience Manager (AEM) is a content management solution which provides users with an interface to build, deliver, and maintain digital experiences. Use the Pega AEM Connector to connect your Pega actions to Adobe Experience Manager assets, so that Adobe Experience Manager assets can be used for customer engagement.
- Configuring the CRM solution
Configure Pega Customer Decision Hub for Financial Services for Customer Relationship Management scenarios to achieve a unified, reusable, and extendable solution.
- Linking products to offers
Pega Customer Decision Hub for Financial Services integrates to the product catalog that Product Designer for Financial Services provides. Products are imported to the Pega Customer Decision Hub for Financial Services application as offer rules. To ensure that a traceable link is present between products and the offers, configure your decision data rules.
- Marketing assets configuration
Most Pega Customer Decision Hub for Financial Services rules are not executable. This is because they are metadata rules and have no generated run-time behavior. The metadata that these rules carry with them is used to do work on a user's behalf.
- Verifying the System Health page
After building your implementation features, check the System Health page for any errors or warnings.
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