Use the Business Operations Environment (BOE) to test the configuration, request
changes, review and approve revisions, and deploy the revisions to the Production
environment. Learn more about common tasks that the business team performs in the BOE
environment.
The following diagram represents the BOE workflow:
BOE workflow
Value Finder analysis
Environment
Portal
User
BOE
Customer Decision Hub
Next-best-action designer
The next-best-action designer runs monthly Value Finder simulations with the
latest data that they sampled from the Production environment.
The next-best-action designer analyzes the results, looking for value
opportunities.
The next-best-action designer identifies groups of under-served customers
(without relevant actions) or customers without any actions.
The next-best-action designer raises findings with the team lead and
next-best-action analyst in the governance forum.
Scenario Planner analysis
Environment
Portal
User
BOE
Customer Decision Hub
Next-best-action designer
The next-best-action designer reviews the insights from Value Finder and uses
the Scenario Planner to investigate the opportunities to improve customer
engagement.
The next-best-action designer runs a Scenario Planner simulation with the latest
data that they sampled from the Production environment.
The next-best-action designer analyzes the results to see how close the revenue
is to meeting the target. The Scenario Planner results confirm that revenue is
not on target and targeting the group of underserved customers could help meet
the target.
The next-best-action designer gives feedback to business owners for
consideration.
Idea, plan, and build
Environment
Portal
User
BOE
Pega 1:1 Operations Manager
Business owner, team lead, next-best-action specialist
The business owner produces and submits an idea to a team lead.
The team lead considers whether the idea is a business-as-usual (BAU) change
that the business content team can process and requests the confirmation of
requirements.
The business lead supplies the requirements and the team lead approves
them.
The next-best-action specialist completes the build.
The team lead approves the build for deployment. A Pega 1:1 Operations Manager change request is pushed to Revision Manager.
Testing
Environment
Portal
User
BOE
Customer Decision Hub
Next-best-action designer
BOE
Pega 1:1 Operations Manager
Team lead (revision manager)
The next-best-action specialist tests the revision by running the following
simulations:
A decision funnel simulation to ensure that pass rates of engagement
policies are in the right area
A distribution simulation to check overall distribution of actions
An ethical bias simulation to look for bias in the decision
framework
A value finder simulation to verify whether value is now targeted
correctly
The team lead runs a revision performance test to identify any overhead.
The team lead approves the revision.
The team lead initiates the deployment of the revision.
The revision is merged successfully.
Deployment
Environment
Portal
User
Orchestrator
Deployment Manager
Deployment manager
BOE
Pega 1:1 Operations Manager
Team lead (revision manager)
The deployment manager monitors the progress of the revision through the
pipeline.
The revision awaits deployment to the Production environment.
The deployment manager initiates the deployment of the revision to
Production.
The revision is deployed to the Production environment successfully.
After the successful deployment of the revision to Production, the team lead
marks the revision as completed.
Verification
Environment
Portal
User
BOE
Customer Decision Hub
Next-best-action designer
The next-best-action designer runs a Value Finder simulation with the latest
data that they sampled from the Production environment.
The business user analyzes the results to ensure that the value opportunity that
the revision was to address no longer appears.
If the business user identifies any new gaps in customer engagement, the change
request and revision process repeats.
