Posted: 17 Nov 2020 17:03 EST Last activity: 25 Nov 2020 15:28 EST
Customer Journey/NBA - Pega Customer Decision Hub
I am having trouble finding any documentation in regards to how the actions in the next best action designer work in conjunction with the customer journey functionality. For instance, do contact policies/engagement policies/arbitration have any bearing on the customer journeys? Or say we run the next best action designer, and a particular action is chosen that happens to be in a journey. How is that recorded?
I have already reviewed the following and there is no mention:
Within a Customer Journey, you can associate one or more Actions to a Journey Step which adds the journey metadata to the action. As these actions are presented to your customers and they respond, the response and progress will be tracked in the Journey Visualization. Engagement Policies aren't directly tied to a Journey but a customer must satisfy the Engagement policies (Eligibility, Suitability, Applicability) of an Action, which maybe associated to a Journey Step, before that action would get presented.
So just to make sure I fully understand. The actions can/would still be presented as a part of the next best action designer run and take into account arbitration/constraints/contact policy (provided they meet the engagement policies), but the progress can be tracked and visualized on the customer journey flow as you have it defined?
Just want to make sure it works in conjunction with NBA designer and not as a separate vehicle.