Posted: 4 May 2021 2:52 EDT Last activity: 4 May 2021 9:09 EDT
Interaction History from previous application
In one of our engagement, Client is migrating from existing campaign management system to Pega 8.5.
Now, They wanted to use the existing interaction history available in previous system(for determining blackout rule,contact policy etc.); and as a result we need to migrate the existing IH to new Pega CDH.
I am thinking of following two approaches.
1. Create a separate table in CAR(with some transformation) and use the previous interaction history data in engagement policy. But then in that case we cannot use OOTB contact policy solely for this and have to maintain two contact policy one with OOTB using Pega IH(for subsequent interaction) and a customized strategy in engagement policy using previous interaction history.
2. Import previous IH data to Pega's IH. in that case we can use single OOTB contact policy
Could you please suggest which approach is best. or if there is any other approach.
1. "So you have history from previous interactions with customers, in a non-pega / Chordiant system"- YES
2. "You want to build engagement policies from in NBAD 8.5?"- This is one option I was thinking. But we have contact policy as one of the requirement. like 'we should not show proposition to customer in web channel if he/she has 4 impression in last 90 days'. This could have been achieve using OOTB contact policy in NBAD. but for that it will use Pega IH. now how can I use existing non pega IH to achieve that.
Should I create an engagement policy similar to OOTB contact policy and use old IH. or
Should I append Pega IH with non pega IH via ETL or
Hi, so not something I have directly been involved with but I understand the ask. I think Option 1 is not ideal nor practical. Option 2 would be the way to go but would require some thinking through first.
You can get the information into IH but will require some work and I don't think it would be a case of importing into IH DB directly.
At a high level you would need the actions set up and ready, then possibly load the data via calling Capture Response data flow which would write the data to IH so you can use for contact policies.