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Next-Best-Action Designer taxonomy

Updated on September 15, 2022

Use the Taxonomy tab to define the traditional issue and group hierarchy for decisioning, create and manage the customer journeys, as well as create and manage strategy result properties used in used in the strategy framework and your next-best-actions.

Pega Customer Decision Hub

Business structure

The Business structure tab displays the issues and groups defined in your application. All issues and groups should be defined here instead of on the Proposition Management landing page.

A business issue is the purpose behind the actions you offer to your customers. For example, actions which started with the purpose of retaining existing customers should be grouped under the business issue of Retention. Actions started with the purpose of acquiring new customers belong to the business issue of Acquisition.

Business structure on the Taxonomy tab

Together, issues and groups form the organizing structure for your customer interactions. Each action you prepare for your customers is associated with an issue and a group. Because of that, you must always define the hierarchy before creating actions.

Business groups organize customer actions into categories. For example, as part of the business issue of Acquisition, you can create groups for products like Credit Cards, Mortgages, or Personal Loans, with the intention of offering these to potential new customers.

In addition to defining the issues and groups, you can add a short and long description for each issue and group that helps explain the intent and business purpose. For more information, see Manually defining the structure of business issues and groups.

Tip: By default, Pega Customer Decision Hub refers to the recommendations that come out of the strategy framework as actions. If you would like to refer to these actions differently for a specific group of actions, you can do so under each group. For example, you can refer to actions in the Acquisition > Cards group as Nudges, and to actions in the Acquisition > Mortgages group as Promotions.

Customer journeys

The Customer journeys tab displays the customer journeys defined in your application. You can use it to add new journeys, edit existing ones, or define entry conditions for each journey stage.

Customer journeys on the Taxonomy tab


The Properties tab displays the strategy result and action properties available in your application, including both default system properties, and custom properties that you may define for your outbound treatments or real-time containers. You can define new properties directly on this page, without needing to switch to Dev Studio.

Properties on the Taxonomy tab

To add a new property, click Edit, and then click Add property. In the dialog box, enter the name, type and usage of the property, click Submit and Save.

  • Previous topic Understanding multilevel decisioning and the Context Dictionary
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