Suggested Edits for Next Best Action Designer Quiz
In the Pega Certified Marketing Consultant course, "show me how to use next best action designer" quiz- the choices for question 2 are very vague and can use a minor edit.
Question 2- Which two conditions must be met for the Customer Decision Hub to consider an action in the decision-making process. (Choose two)
All the actions defined below it are applicable.
The actions defined above it are not relevant
The relevancy conditions defined for an action are met
An action is considered by the decision-making process only if it is relevant so "The relevancy conditions defined for an action are met" is clear
The Active attribute is checked
This is good because it tests the knowledge of the subject matter. It is tempting to choose " the Active attribute is checked" because one would think that in order for an action to be considered in the decision making process it should be "active" and available- but in the decision making process the decision hub does not evaluate if an offer is active or inactive- it only considers offers that are active.
Choices 1 and 2 use the pronoun "it" - this is problematic because to the reader "it" signifies an object or an idea that has already been mentioned.
In the question we encounter an object -the "Customer Decision Hub" and an idea - the "Decision making process" so when we read choice 1 and 2 there is confusion on what “it” can be.
This confusion is compounded by the directional words "above" and below"
To my understanding the question is testing our comprehension of these two points:
1. Next-Best-Action decisions are defined in a hierarchical fashion.
2. The Customer Decision Hub™ evaluates the actions in an order defined by the business.
Under this assumption if we read the two choices, we would have the following thought process.
- The actions defined below it are applicable
If "it" is referring to the Customer Decision Hub, then the choice would mean - The actions defined below the Customer Decision Hub are applicable. - this does not make logical sense. There is nothing "below" the Customer Decision Hub unless we are talking the Pega framework layer and it is unlikely that the question is testing knowledge Pega layers.
If "it" is referring to the "decision making process" then we can opine that
actions are evaluated in a hierarchical manner so it would mean the topmost action is evaluated before any action on the lower end of the hierarchy.
IF the tip most action is relevant - the decision-making process will select that action and it will not continue the evaluation until it reaches the last action in the hierarchy
- The actions defined above it are not relevant
If "it" is referring to the Customer Decision Hub, then the choice would mean - The actions defined above the Customer Decision Hub are applicable. - this does not make logical sense as to what constitutes "above" the Customer Decision Hub.
If “it” is referring to the "decision making process" then we can determine that
actions are evaluated in a hierarchical manner and the topmost action is evaluated before any action on the lower end of the hierarchy.
We know that the available actions in the hierarchy are defined by the business
IF the action on the top of the hierarchy is not relevant then the decision-making process will evaluate the next action until it finds the right one.
As you can see- there is a lot of reading comprehension involved in deciphering the correct choice which becomes problematic when a student is taking the test in a strict time frame- they should be evaluated on their knowledge of the content and not on their skill in decoding a dense sentence.
May I suggest the following changes
Question 2- For the decision-making process to evaluate an action, which of the following two statements must be true
1. The relevancy conditions defined for the action are met
2. The Active attribute of the offer is checked
3. The action has a rank number assigned when Customer Decision Hub evaluated the action
4. The action is the first relevant action in the hierarchy defined by the business.