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Testing your Pega Next-Best-Action Advisor strategy framework

Updated on September 4, 2020

Prior to making any changes in the Pega Next-Best-Action Advisor, use the Pega Next-Best-Action Advisor test harness tool to test or demonstrate your Pega Next-Best-Action Advisor capabilities, for example, next best actions, actions, and Bundle Negotiator cases. As a result, you can then update the Pega Next-Best-Action Advisor and populate the Pega Customer Service™ data model faster, and to greater effect.

Note: The Pega Next-Best-Action Advisor test harness tool supports only existing customers and is not usable with prospects.

With the Pega Next-Best-Action Advisor test harness, you can:

  • View your entire Pega Next-Best-Action Advisor configuration in one portal - a simplified representation of a full Pega Next-Best-Action Advisor.
  • Use the Tracer and Clipboard to identify potential issues and troubleshoot them before they become roadblocks during implementation.
  • Run the retention journeys to see your next-best-action configurations in action.
  • Check the connectivity between Pega Next-Best-Action Advisor and Pega Customer Decision Hub.
  • Verify your Next-Best-Action Designer configuration, for example, for actions or the engagement policy.

The following figure shows the components of the Pega Next-Best-Action Advisor test harness, which you can see in the Pega Next-Best-Action Advisor portal:

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Main components of the Next-Best-Action Advisor portal

Pega Next-Best-Action Advisor deployment methods that support the Pega Next-Best-Action Advisor test harness

You can deploy Pega Next-Best-Action Advisor outside of Pega Customer Service in one of the following ways:

  • Integrate Pega Next-Best-Action Advisor into your existing customer service application.
  • Run Pega Next-Best-Action Advisor as a stand-alone application, without Pega Customer Service capabilities, such as identifying customers and showing customer profiles, by creating your own Pega Next-Best Action Advisor portal.
  • Run Pega Next-Best-Action Advisor as a stand-alone application through Pega Customer Service, using all Pega Customer Service capabilities, by populating the Pega Customer Service™ for Communications database.

For more information on deploying Pega Next-Best-Action Advisor by using various methods, see Pega Next-Best-Action Advisor implementation scenarios.

The following figure shows the different ways in which you can use the Pega Next-Best-Action Advisor test harness with the various Pega Next-Best-Action Advisor delivery methods outside of Pega Customer Service:

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Pega Next-Best-Action Advisor test harness tool usage scenarios

What to do next

Implement the Pega Next-Best-Action Advisor test harness and learn how to use it to test your Pega Next-Best-Action Advisor strategy framework by performing the following tasks:

  1. Implementing the Pega Next-Best-Action Advisor test harness.
    Implement the Pega Next-Best-Action Advisor test harness to view the configuration of your next best actions in the Pega Next-Best Action Advisor.
  2. Using the Pega Next-Best-Action Advisor test harness.
    Use the Pega Next-Best-Action Advisor test harness to test your Pega Next-Best-Action Advisor strategy framework.

Implementing the Pega Next-Best-Action Advisor test harness

You can implement the Pega Next-Best-Action Advisor test harness to test or demonstrate your Pega Next-Best-Action Advisor capabilities.

Steps

  1. Log in to your Pega Customer Service for Communications application with the default administrator credentials.
  2. Import the NBAAHarness.zip file:
    1. In the header of Dev Studio, click Configure > Application > Distribution > Import.
    2. On the Import Wizard tab, browse for and select the NBAAHarness.zip file.

    3. Ensure that you import all of the components by clearing the Enable advanced mode to provide granular control over the import process check box.

    4. Complete the import by following the instructions in the Import Wizard.
  3. Add the NBAAHarness:version number test harness ruleset to the rule stack.
    See Creating a ruleset and ruleset version.
  4. Add the NBAAPortal access group to the CSC System Administrator operator ID:
    1. In the navigation pane of Dev Studio, click Records > Organization > Operator ID
    2. Click the CSC System Administrator operator ID.
    3. In the Application Access section, open the CPMC:SysAdmin access group by clicking the Open icon.
    4. In the Available Portals section, click Add portal, and then, in the Namefield, enter NBAAPortal.

Using the Pega Next-Best-Action Advisor test harness

You can use the Pega Next-Best-Action Advisor test harness in the Pega Next-Best-Action Advisor portal to test various aspects of your Pega Next-Best-Action Advisor strategy framework, for example, your Next-Best-Action Designer configuration or retention journeys, without changing the current Pega Customer Service data model.

Steps

  1. Log in to your Pega Customer Service for Communications application with the default administrator credentials.
    You can use the CSC System Administrator operator ID.
  2. In the header of Dev Studio, click Launch portal > NBAA portal.
  3. In the Customer ID field, enter your customer ID number, and then click Search.
  4. Depending on the next best action displayed, select one of the following options:
    • To negotiate retention, click Retain.
      Result: The Bundle Negotiator starts.
    • To sell an offer, click Make Offer.
      Result: The Present Sales Offer window opens.

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