The Next-Best-Action strategy framework is shipped with Pega Customer Decision Hub and provides the best practice for implementing enterprise-level next-best-action.

The Next-Best-Action strategy framework is configured by using Next-Best-Action Designer user interface, providing an easy to use, guided way to define your next-best-actions across your inbound and outbound channels.

The strategy framework is applied to the top, issue or group level of the business hierarchy after you define a trigger in the Channels tab of Next-Best-Action Designer. Each trigger generates a strategy which references the correct level of the business structure, imports the actions, and applies the Eligibility, Applicability, and Suitability rules. The strategy then passes these results to the strategy framework for processing.