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Pega 1:1 Operations Manager enhancements

Updated on January 22, 2021

Outbound channels available when planning and building change requests

Business users can now request treatments for the Email and SMS channels and specify the required details in a change request. NBA Specialists working on the change request can complete these requests directly in the Pega 1:1 Operations Manager portal without having to switch to the Pega Customer Decision Hub portal.

For more information, see Creating a change request in Pega 1:1 Operations Manager.

Set a default flow for outbound action flows in Pega 1:1 Operations Manager

You can now select a default outbound flow in the settings landing page. This flow will be used in a new actions requested by business users in Pega 1:1 Operations Manager. Choose between flow settings based on a dynamic action template, a specific action, or an empty action flow with no shapes.

For more information, see Selecting the default action flow for actions created from Pega 1:1 Operations Manager change requests.

Specify the customer context for a requested action

Pega 1:1 Operations Manager makes full use of the new Next-Best-Action Designer enhancements that support multi-level context decisioning. Business users can indicate the appropriate communication level for an action by requesting new actions for a specific context, such as Customer, Account, Subscriber, or others. For example, they can specify that a new phone offer should be created for the Subscriber context, so that they can use it to target individual household members instead of the whole household.

For more information, see Creating a change request in Pega 1:1 Operations Manager.

Business users can indicate if a requested action is part of a bundle

Pega 1:1 Operations Manager now supports requesting updates to action bundles. Action bundles are sets of offerings that are presented to the customer together, for example, as an incentive to purchase related products. Business users requesting new actions through Pega 1:1 Operations Manager can now specify if the action should be included in an existing action bundle.

For more information, see Enabling business users to request changes to action bundles.

My Teams widget available for Pega 1:1 Operations Manager

Team leaders can facilitate the processing of change requests by creating or editing work teams directly in the Pega 1:1 Operations Manager portal, without the need to switch to Dev Studio. Assigning team members like NBA Specialists to a work team provides the ability to share and distribute the team workload through a simple, intuitive interface.

For more information, see Configuring a team in Pega 1:1 Operations Manager.

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