Use persona tests to define test cases and the expected results to ensure you do not introduce any regressions as you define your engagement policies and arbitration. You can define and run persona tests at each level of your business hierarchy.

Persona-based tests use customer personas with specific characteristics to evaluate your Next-Best-Action strategy results. You can design these personas according to your requirements and the strategy that you are testing. For example, to verify that a Retention action is prioritized for a customer who are at risk of terminating their contract, you can design a customer persona with specific characteristics and check which action the Next-Best-Action strategy selects for them.