Posted: 31 Mar 2020 16:24 EDT Last activity: 7 Apr 2020 9:17 EDT
Relatonship between NBA Advisor and Pega Marketing/CDH in regads to Contact and Customer classes
May you help me to understand the configuration of customer data into NBA Advisor. Following the implementation guide NBA advisor section Configuring Decision Hub, page 78 of NBA Advisor implementation guide 8.4, I was not able to retrieve data from my Pega Marketing Implementation app, where my CDH resides.
I noticed that creating a customer inside PegaMKT/CDH’s Customer dataset involves instances of PegaMKT-Data-Customer however creating a contact in NBA Advisor generates an instance of PegaCA-Interface-Contact, different repository. How can this contact be transformed into a customer or attached to a customer?
To give more context on what I am trying to archive, here is an example: in Pega Marketing if a Real-Time container is invoked with a customer id passed in the request is used to load customer data and so that information can be used as part of the the strategies configured in the NBA designer (this is something is already working), translating that example to NBA Advisor, I would like to start a new phone call, New>Phone Call, provide the customer information and the make pega to load the customer information to be used by the strategis defined in the NBA designer.
What steps should I follow in the NBA Advisor configuration to achieve it? I have reviewed following implementation guides but did not get it, so I would appreciate the help:
Next-Best-Action Advisor uses the real-time Container service (REST API) to pass contextual information, including the customerID, to Pega Marketing. The specific classes that are used within Customer Service/Next-Best-Action Advisor are pre-integrated so there shouldn't be anything you need to do except setting the endpoint URL as explained on page 78 of the Implementation Guide.
If you aren't getting any results back, it sounds like there is any issue with your Pega Marketing configuration. Which version of Pega Marketing are you using and are you using Next-Best-Action Designer?
Both applications, NBAA and PMKT, are 8.4. Is there a way to validate communication between apps after the configuration? In order to validate the connectivity and also the possible misconfiguration in my PMKT instance.
When a customer calls Customer Service, they would be identified, verified and the CSR would be shown the Customer's Account profile, regardless of whether using Pega Customer Service or another non-Pega Customer Service system. This data would come from the Customer Service database, not from the xCAR.
Once the Customer is Identifier/Verified, the CSR would be shown NBAA, for Pega Customer Service this would be seamless, for non-Pega Customer Service it would require some integration, such as passing the verified Customer ID and any other context from Customer Service to NBAA.
NBAA in turn would pass this Customer ID to CDH. CDH would then retrieve the Customer Data based on the Customer ID from the xCAR, this is to determine the NBA, and this NBA would be returned to NBAA. The CSR could then select the NBA and there may be a second call to CDH as part of the Bundle Negotiator or Sales Offer Flow.
Correct me if wrong, what you mean are in the cases for inbound calls, I would presume it might even involve the use of a CTI, in this scenario that application should resolve the customer id before it arrives to the NBAA.
In my scenario I have a stand alone NBAA application, and I am trying to do an outbound call that is the default available with a new app implementation, in this scenario a verification/validation of the customer is performed as part of the outbound call workflow prior to entering the composite view. Does this manual verification/validation should be solving internally customerID? If so I understand that then we have two the contact record stored locally in the NBAA should have some CustomerID reference, is that correct?
After debugging both “New Phone” and the sample calls, I found out the rule D_NBAContainer which retrieves the actions from the NBA container. D_NBAContainer has two parameters CustomerID and ActionID, CustomerID is filled with Contact ID, and Action ID with the container to be called for retrieving the actions, in this case should be NBAContainer. The Contact ID from CS/NBAA should match an equivalent Customer ID in CDH/PegaMKT in order for CDH to retrieve customer data to use in NBA Framework engagement rules. If ContactID and CustomerID does not match then CDH will not load customer data but seems to return the actions, if engagement rules does not use customer information