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Extending the capabilities of next best action with customized strategies

Updated on August 4, 2022

In Pega Customer Decision Hub, strategies are the underlying mechanism that determines which action are selected for which customers.

Pega Customer Decision Hub

Before the introduction of Next-Best-Action Designer and the Next-Best-Action strategy framework, strategies were configured individually by using the Strategy Builder, or by manually adding shapes to a strategy canvas. In newer versions of the product, this functionality has been superseded by the practices of 1:1 Customer Engagement, embodied within the product through the use of Next-Best-Action Designer. As a best practice, you should configure your customer engagement strategy in Next-Best-Action Designer, as described in Improving customer experience with next-best-action on owned channels. However, for use cases such as configuring the various extension points available in the Next-Best-Action strategy framework, you may need to create additional strategies.

For more information about the use cases where custom strategies are required, see Creating and understanding decision strategies on Pega Academy.

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