Free PEGAPCDC87V1 Practice Test Questions and Answers (2026) | Cert Empire Practice Questions

 Ensuring the Email Channel is Enabled:

Navigate to the Channels tab in the Next-Best-Action Designer.

Ensure that the toggle for the Email channel is set to ON.

This action enables the email channel, making it available for use in Next-Best-Action strategies.

Reference: Pega-Customer-Decision-Hub-User-Guide-87.pdf, section on enabling channels .

 Configuring Arbitration for Email Actions:

Arbitration rules determine the prioritization of actions in the Next-Best-Action framework.

Navigate to the Arbitration tab in the Next-Best-Action Designer.

Configure the arbitration settings to boost the prioritization of actions intended for email.

This step ensures that email actions are given appropriate weight and are more likely to be selected

for delivery via the email channel.

Reference: Pega-Customer-Decision-Hub-User-Guide-87.pdf, section on configuring arbitration .

Ensuring Latest Customer Information: To ensure that the outbound run always uses the latest

customer information, you need to select the "Refresh the audience" option. This setting ensures

that the audience is refreshed with the most recent customer data before the campaign is executed.

Implementation: Navigate to the campaign configuration and select the option to refresh the

audience before running the campaign. This guarantees that any changes or updates to the customer

data are taken into account.

Reference: Pega documentation on running outbound campaigns specifies that selecting "Refresh

the audience" ensures the latest customer information is used for the campaign.

 Arbitration Factors: To prioritize customer needs in the decision strategy, adjusting the context

weighting factor is essential. This factor takes into account the situational context of each action,

thereby prioritizing actions that align with customer needs.

 Implementation: By boosting context weighting, you ensure that the decision strategy considers the

specific context of customer interactions, leading to more relevant and satisfactory offer

presentations.

Reference: Pega's arbitration and Next-Best-Action Designer documentation describe how context

weighting is applied to consider situational contexts and improve action relevance .

Set-Property Component: This component performs the calculation of profit for each of the four

brands (Nike, Adidas, Puma, Reebok). Since the Set-Property component is configured to calculate

profit for each brand individually, it processes four inputs, resulting in four outputs.

Reference: Pega Decisioning and Strategy documentation indicates that each input passing through

the Set-Property component results in a corresponding output, reflecting the application of the

defined operation to each input.

Results Component: This component collects the outputs from the Set-Property component and

simply passes them through, leading to four outputs.

Reference: Based on the decision strategy framework, the Results component consolidates the

outputs from the prior component and maintains the count of outputs it receives.

Thus, both components handle and produce outputs corresponding to each brand processed, which

are four in total

To select the best offer from both groups based on customer behavior, you should ensure that the

propensity is enabled in the Arbitration tab. Propensity scores predict the likelihood of a customer

accepting a particular offer, and by enabling propensity, you can prioritize offers that have a higher

likelihood of acceptance, thus aligning offers with customer behavior.

Reference: Pega Customer Decision Hub User Guide, section on understanding Next-Best-Action

Designer arbitration.

 Understanding the Requirement:

Myco wants to understand the impact on revenue if a new data plan offer is introduced.

This involves simulating the potential effects of adding a new offer to the existing strategy.

 Pega Scenario Planner:

Scenario Planner is used to simulate "what-if" scenarios to forecast results and understand the

impact of changes to the Next-Best-Action Designer configuration.

It allows businesses to compare the effects of different strategies and adjust levers to align with

business objectives.

 Running the Simulation:

Create and run an audience simulation with the new data plan offer included.

Use Scenario Planner to compare the projected reach, accepts, and value capture with and without

the new offer.

 Steps to Use Scenario Planner:

Log in to the Pega Customer Decision Hub portal.

Navigate to Discovery -> Scenario Planner.

Create a new simulation, including the new data plan offer.

Run the simulation and compare the results to understand the impact on revenue.

 Verification from Pega Documentation:

The Pega Customer Decision Hub User Guide explains how to use Scenario Planner to simulate

business changes and understand their impact.

To present customer-centric mobile internet offers on Facebook, MyCo should place a paid ad. This

action ensures that the offers are targeted and displayed to the relevant audience on the social

media platform, leveraging Pega Customer Decision Hub’s integration with paid media channels like

Facebook Ads.

Reference: Pega Customer Decision Hub User Guide, section on "Defining triggers for paid media".

When a customer is offered an action they have already accepted, it is typically because the decision

strategy has not been configured to exclude such offers:

Strategy Customization:

Step 1: Ensure that the decision strategy includes logic to filter out actions that the customer has

already accepted.

Step 2: Use customer interaction history to identify previously accepted offers and exclude them

from the list of eligible actions.

Implementation Steps:

Step 1: Add a filter component in the strategy to check the customer’s interaction history for

accepted offers.

Step 2: Configure the filter to exclude any actions that match the accepted offers.

Step 3: Connect this filter to the rest of the strategy to ensure that only new or unaccepted actions

are considered.

Benefits:

Customizing the strategy to exclude previously accepted offers improves customer experience by

preventing redundant or irrelevant offers.

It ensures that customers are always presented with new and relevant opportunities, enhancing

engagement and satisfaction.

Example:

If a customer has already accepted a credit card offer, the strategy should filter out this offer in future

interactions to avoid presenting the same offer again.

Reference:

Pega-Customer-Decision-Hub-User-Guide-85.pdf: "Configuring Next-Best-Action Designer for Pega

Customer Service" section.

Pega documentation on "Creating and understanding decision strategies".

 Context:

U+ Bank wants to use outbound communication channels for Next-Best-Action recommendations.

 Available Outbound Channels:

Mobile Application: Typically considered an inbound channel.

Google: Used for online advertising but not a direct outbound channel.

SMS: Commonly used outbound channel for direct customer communication.

Email: Widely used outbound channel for direct customer communication.

Contact Center: Usually an inbound channel where customers call in.

 Selection:

SMS and Email are the most suitable outbound channels for sending Next-Best-Action

recommendations directly to customers.

 Verification from Pega Documentation:

Pega documentation on configuring and using SMS and Email as outbound channels for Next-Best-

Action delivery.

Reference: Pega-Customer-Decision-Hub-User-Guide-85.pdf, section on outbound channels and

Next-Best-Action recommendations.

Compute SUM of PROFIT = Group BY Determine target budget to retain a customer = Set Property Determine customer credit score = Scorecard Divide customers into risk segment = Decision Table

:

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Correct Engagement Policy Configuration:

The customer must not be flagged as a defaulted borrower

Engagement policy: Eligibility

Customer already owns a higher-value offer

Engagement policy: Applicability

Must be a resident of New York City

Engagement policy: Eligibility

The savings product offers are relevant only if the customer has not explicitly opted out of direct

marketing

Engagement policy: Applicability

Inappropriate for customers with a credit score < 300 as they are likely to default

Engagement policy: Suitability

The customer must not be flagged as a defaulted borrower

Eligibility: Eligibility conditions determine whether a customer qualifies for an offer at a basic level.

Being flagged as a defaulted borrower is a fundamental criterion to disqualify a customer from

receiving certain offers.

Reference: [Pega-Customer-Decision-Hub-User-Guide-85.pdf, "Understanding Next-Best-Action

Designer engagement policies", pg. 128]

Customer already owns a higher-value offer

Applicability: Applicability conditions are used to determine if an offer is relevant at a specific point

in time. If a customer already owns a higher-value offer, presenting another similar offer may not be

relevant.

Reference: [Pega-Customer-Decision-Hub-User-Guide-85.pdf, "Understanding Next-Best-Action

Designer engagement policies", pg. 128]

Must be a resident of New York City

Eligibility: This is another basic qualifying criterion, ensuring that only residents of a specific location

are considered for certain offers.

Reference: [Pega-Customer-Decision-Hub-User-Guide-85.pdf, "Understanding Next-Best-Action

Designer engagement policies", pg. 128]

The savings product offers are relevant only if the customer has not explicitly opted out of direct

marketing

Applicability: This condition ensures the relevance of the offer based on the customer’s current

status regarding direct marketing p

.

Reference: [Pega-Customer-Decision-Hub-User-Guide-85.pdf, "Understanding Next-Best-Action

Designer engagement policies", pg. 128]

Inappropriate for customers with a credit score < 300 as they are likely to default

Suitability: Suitability conditions ensure that offers are in the best interest of the customer. Offering a

credit product to someone with a very low credit score might not be suitable given the high risk of

default.

Reference: [Pega-Customer-Decision-Hub-User-Guide-85.pdf, "Understanding Next-Best-Action

Designer engagement policies", pg. 128]

By setting the engagement policies correctly, U+ Bank ensures that the offers shown to customers are

appropriate, relevant, and beneficial, thereby improving customer satisfaction and reducing risk.