Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Frequently asked questions about eligibility, applicability, and suitability policies

Updated on August 4, 2022

See the following topics for additional information, tips and tricks, and best practices.

Pega Customer Decision Hub

Can I define eligibility, suitability or applicability conditions on the action and treatment levels?

You can define engagement policies for individual actions. For more information, see Defining action engagement policies.

Engagement policies are not available at treatment level. Actions convey an outcome or value to the customer, whereas treatments are the way in which the customer receives the action (for example, the specific web ad for the action). If needed, you can create multiple treatments for the same channel, and then allow the Next-Best-Action adaptive models to discover which treatment works best for which customers, without the use of treatment-specific engagement policies.

Can I define eligibility, suitability or applicability conditions on the issue level?

In the current version of Pega Customer Decision Hub, this is not available.

I want to show a new offer to the customers who interacted with another offer. Can I do this with an engagement policy?

Yes, you can configure an engagement policy to qualify customers for a new action if they interacted with another action before, for example, if the customers clicked on a mortgage offer or ignored a mortgage offer a number of times. First, you need to create a strategy that uses the interaction history to filter customers who have previously engaged with the action. Then, add a condition to your engagement policy that uses the results of that strategy to identify the customers who qualify for the new action.

Design Patterns: For instructions on how to configure the strategy for this use case, see Defining engagement policies to qualify customers for an action based on their interaction with another action.
  • Previous topic Configuring properties for use in engagement policies
  • Next topic Prioritizing actions based on customer relevance and business priority

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us