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94 Cards in this Set
- Front
- Back
In which communication channel would the Next Best Action advisor apply? |
Inbound/real-time intelligent interactions |
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Which type of decision can Decision Management be applied to? |
1. Which product to offer to a particular customer 2. Whether to up-sell a product to a customer in a busy call center 3. What channel to communicate through with a customer |
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What best describes Next Best Action |
Balancing customer needs with business objectives |
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What is the essence of Next Best Action? |
Customer Experience |
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NBA ensures that the communication between the customer and the business is.. |
1. Contextual 2. Timely |
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How many offers can a Next Best Action strategy present? |
all of them |
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What are the landing pages with associate with Decisioning? |
1. Infrastructure 2. Decisions 3. Monitoring 4. Predictive Analytics |
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How many new rule types are introduced by Pega Decision Management? |
5 |
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What are the core services of Pega Decision Management? |
1. Interaction history 2. Adaptive Decision Manager 3. Visual Business Director |
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Which category contains the prioritization component? |
Arbitration |
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Which component makes the propositions available to a strategy? |
Proposition Data |
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Propositions are defined on the Decisioning Data Model page. T or F? |
false |
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Propositions may be defined on an issues level? |
False - only on Group level |
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Where can a strategy access properties if defined under the "Sales" issue |
1. Customer class 2. Those defined in the "sales" issue 3. Those defined in scope "All Strategies" |
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What are examples of valid propositions? |
1. A checking account upgrade 2. A home insurance bundle 3. A message on the call center agent's screen to redirect a customer |
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What do Auto-run Results do? |
1. Enable the validation of intermediate strategy steps 2. Enable to explore the property values of any of the decision components |
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Which decision components are included in the Arbitration group? |
1. Filter 2. Contact Policy 3. geo-fence filter 4. Segment filter |
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Which group is the "Set Property" decision component can be found in? |
Enrichment |
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To change a strategy executed by an offer process, what should you do? |
Point the Interaction rule to a new strategy |
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Which three things need to be done to configure an adaptive model? |
1. Indicate which response values are used to indicate positive behavior 2. Indicate which response values are used to indicate negative behavior 3. Indicate which properties will be used as predictors |
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By default which property is set by an adaptive model component? |
pyPropensity |
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What is the propensity of the model before it collects any data? |
0.5 |
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What is the performance of an adaptive model if it cant differentiate interested customer from random selections? |
0.5 |
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What field does not appear on the adaptive model landing page and which fields do? |
Propensity does NOT Name of model, performance of model, and number of responses ARE |
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A solid blue line between two strategy components A and B indicates what? |
A property defined in A is used by B |
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The interaction history component allows the strategy to do what? |
Determine if the offer has been made before or not |
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Which interaction history property indicates the results of the interaction? |
pyOutcomes |
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What is the most efficient method to retrieve the last 60 days of interaction history? |
Update interaction history component to fetch the last 60 days |
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In simulation, the interaction rule is used to define what? |
The strategy to be used |
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Following the execution of a simulation, the results can be written to what? |
1. Clipboard 2. Database 3. Visual Business Director 4. Interaction History |
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Which are the dimensions of the Visual Business Director? |
1. Direction 2. Operator 3. Application (not volume) |
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Visual Business Director can be used to A/B test two strategies? |
True |
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Which simulations can be re-executed? |
Those with a status of "Resolved-Completed" |
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Which landing page is used to define propositions? |
Proposition Data landing page |
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To access the customer property Age in the filter component you have to use what construct? |
Primary.Age |
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You use the interaction history component to retrieve history of who? |
a specific customer |
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The Decisioning Analytics group has which three models? |
1. Adaptive Model 2. Predictive Model 3. Scorecard Model |
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To randomly select between two or more propositions we use which component? |
Champion Challenger |
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Which property is always set by the adaptive model? |
pyPropensity |
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To check if the proposition was accepted before, what is the expression in the Expression builder? |
pyOutcome = "Accept" |
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The data transform defined under the Auto-Run tab will be invoked when a strategy is saved |
True |
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Pega Decision Management is used to better manage interactions with customer through which 3 aspects? |
1. agility 2. consistency 3. greater acuracy |
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Decision strategies that deliver NBA decisions are combined of what 3 aspects? |
1. business rules 2. customer data 3. predictive models |
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the LISTEN aspect of the NBA model is satisfied by what? |
INteraction history |
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NBA decisions are based of what two things? |
1. what does the customer need right now 2. what are the business objectives for this interaction |
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NBA must have 4 Customer characteristics |
1. Contextual 2. TImely 3. Relevant 4. Consistent |
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NBA must have 4 Business characteristics |
1. Growth 2. Service 3. Retention 4. Risk mitigation |
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What will make the NBA change? |
Selecting a call reason on advisor Dashboard |
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What is determined by the predictive models in the decision engine? |
Propensity % |
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What are the key features that come with PDM OOTB |
1. Proposition Management 2. Decision Strategies 3. Interaction History 4. Visual Business Director 5. Adaptive Decision Manager 6. Predictive Analytics Director |
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What are the landing pages used for PDM? |
1. Decisions 2. Predictive Analytics 3. Monitoring 4. Infrastructure |
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What are the PDM rule types? |
1. Strategy 2. Decision Table/Tree 3. Scorecards 4. Predictive Model 5. Adaptive model 6. Interaction |
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What are the Decision Components in a strategy? |
1. Import 2. Business Rules 3. Decision Analytics 4. Enrichment 5. Arbitration 6. Selection 7. Aggregation |
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What does the IMPORT decision component do? |
bring data in from an external source for the strategy to use |
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What does the ENRICHMENT decision component do? |
Perform dynamic calculations |
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What does the ARBITRATION decision component do? |
Filter out propositions that are less relevant to customer or proposition a customer isn't eligible for |
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What does SELECTION decision component do? |
Rank propositions |
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What does AGGREGATION decision component do? |
Calculate of aggregate numbers |
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What are the 3 core services of the Decision Management? |
1. INteraction history (communication) 2. visual business director (3d visuals) 3. adaptive decision manager (live data) |
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What does the "Separation of Concerns" mean in PDM? |
Each sub-strategy addresses a separate aspect different people can be responsible for different aspects |
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How are propositions listed? |
Pages |
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How can you get to the Proposition management landing page? |
Designer studio -> Decisioning -> Decisions -> Proposition Management
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What does the Proposition Managment page used for? |
1. Editing properties 2. Creating new propositions 3. Duplicating/editing propositions |
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How do you get to the INteraction history landing page? |
Designer studio -> Decisioning -> monitoring -> interaction history |
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What are the tabs on interaction history landing page |
1. Accept Rate 2. Volume by Channel 3. Volume by Proposition 4. Recent Interactions |
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How do you get to the Visual business director? |
Designer studio -> Decisioning -> monitoring -> VBD |
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What is the Applies to class that decision management strategies reference? |
Data-Customer (gives access to customer related properties) |
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What are the different types of IMPORT component? |
1. Data import 2. Interaction history 3. Proposition Data 4. Sub strategy |
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What are the different types of Business Rules component? |
1. Decision Tree 2. Decision table 3. Map values |
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What are the different types of Decision Analytics component? |
1. Adaptive Model 2. Predictive Model 3. Scorecard |
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What are the different types of ARBITRATION component? |
1. COntact Policy 2. Filter 3. Geo-fence filter 4. Prioritize 5. Segment filter |
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What are the different types of ENRICHMENT component? |
1. Data join 2. Set property |
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What are the different types of SELECTION component? |
1. Champion Challenger 2. Switch |
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What are the different types of AGGREGATION component? |
1. Group by 2. Financial Calculation |
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What type of modeling is done offline? |
Predictive - uses historical data |
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What type of modeling is done in real-time? |
Adaptive - automates everything can be automated in a predictive model |
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Any model development using standard PMML can be executed by PDM? |
TRUE |
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Adaptive modeling requires NO existing behavior data? |
TRUE |
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Does every human or every proposition have a predictive model? |
Proposition |
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What is the default performance value? |
0.5 |
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Model performance is based on what you things |
1. Accept rate 2. Number of Responses |
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what is the default interaction history fetch? |
31 days |
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what does the Group by component do? |
1. count number of interaction that meet a certain condition 2. set pyOutcomes to Accept if an offer has been selected before |
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What does is A/B testing used for? |
1. Complete two simulation runs 2. Generate two data sets 3. Compare two different strategies |
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What does the delta mode of a VBD show? |
Impact of a strategy change by visually representing that delta |
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What is the Champion Challenger? |
Testing two strategies against each other where the champion is the default strategy and challenger is the edited strategy |
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How do you get to the Simulation landing page? |
Designer Studio -> Decisioning ->Decisions -> Simulations |
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For simulation, where should results be written to? |
1. VBD 2. database class |
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What statistics are shown on the Simulation landing page? |
1. progress report 2. # of records 3. processing speed 4. current status |
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Examples of OOTB reports |
1. proposition distribution 2. VBD |
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Where do you define the hierarchy? |
Decisioning -> Decisions -> Proposition management -> Hierarchy |
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Where do you define propositions? |
Decisioning -> Decisions -> Proposition Management -> proposition data |
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Where do you create strategy? |
Applications -> Decision -> Strategy -> Create |
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How do you test the flow? |
Application -> Decision -> Interaction -> change strategy invoked to 'strategy' |