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Understanding Next-Best-Action Designer basics

Updated on September 15, 2022

The Next-Best-Action Designer user interface provides an easy to use, guided way to define, manage and monitor your next-best-actions across your inbound and outbound channels.

Pega Customer Decision Hub

Next-Best-Action Designer lays out the set of steps that need to be completed to fully define your next best actions. Each tab contains a set of metadata that is used by the strategy framework to determine the personalized set of actions for customers.

Next-Best-Action Designer layout

  • Understanding multilevel decisioning and the Context Dictionary

    Use multilevel decisioning in Pega Customer Decision Hub to control how the next best actions are presented to various levels of customer contacts, such as a head of household, account owner, or device owner.

  • Next-Best-Action Designer taxonomy

    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.

  • Next-Best-Action Designer constraints

    Use constraints to ensure you do not over-communicate to customers (for example, one email per week, two SMS per month), or over-expose customers to a specific action or group of actions.

  • Understanding Next-Best-Action Designer engagement policies

    Engagement policies allow users to define when specific actions or groups of actions are appropriate for customers. There are four types of engagement policies:

  • Understanding Next-Best-Action Designer arbitration

    Arbitration determines how the strategy framework prioritizes the list of eligible and appropriate actions that come out of each group. The configuration and metadata for your arbitration options are stored in several decision data rules (DDR) which are used by the strategy framework.

  • Understanding Next-Best-Action Designer channels

    Next-Best-Action Designer comes with a full set of channels and triggers which are part of the strategy framework.

  • Standard outcomes

    Pega Customer Decision Hub manages next best actions by assigning outcomes. Outcomes represent the state of an action in the context of an interaction, including a customer's response.

  • Understanding the Next-Best-Action strategy framework

    The Next-Best-Action strategy framework is shipped with Pega Customer Decision Hub and provides the best practice for implementing enterprise-level next-best-action.

  • Configuring Next-Best-Action Designer for Pega Customer Service

    If you use the to share data and service cases across the Pega Customer Service and Pega Customer Decision Hub applications, Pega Customer Service can display the customer's next best action in the customer composite screen, based on the customer's profile and the reason for calling. With the release of Next-Best-Action Designer version 2, to display the next best actions within Pega Customer Service, you must configure the Next best action widget which displays them.

  • Updating Next-Best-Action Designer

    In Pega Marketing and Pega Customer Decision Hub, Next-Best-Actions are automated decisions based on predictive analytics, adaptive analytics, and traditional business rules. With Next-Best-Action Designer, you can define Next-Best-Action decisions and requirements that apply to the whole organization, or to specific business issues or groups.

  • Previous topic Improving customer experience with next-best-action on owned channels
  • Next topic Understanding multilevel decisioning and the Context Dictionary

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