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Configuring next-best-action strategies for Pega Sales Automation

Pega Sales Automation uses Pega's Customer Decision Hub and Decision Management capabilities to identify the next-best-action for every opportunity in the application.

Prerequisites

Before you begin your configuration, ensure that the following are installed:

  • Pega Sales Automation
  • Adaptive Decision Manager (ADM) and Decision Strategy Manager (DSM) services are running

Configuring next-best-action strategies

To configure next-best-action strategies for your Pega Sales Automation implementation, log in to the application and complete the following steps:

Creating a new proposition

  1. In Dev Studio, click Configure > Decisioning > Decisions > Proposition Management.
  2. Click an existing issue, then create a group that matches the scope of the next-best-action by clicking New Group.
  3. On the Decision Management form, to create a new proposition for the issue, click New.
  4. On the Create proposition form, enter a Name and Description for the proposition and specify a DefaultRank.
  5. Click Create.
  6. Click Save as.

Creating the data model

  1. In the Dev Studio search text header field, search for and select the D_NBASalesRepOpp data page. The next-best-action data model is populated on this page.
  2. In the Data Sources section on the Definition tab, verify that the Source field is set to Activity and the Activity name field contains NBASalesRepOpp. This ensures that the data page content is sourced by the NBASalesRepOpp activity.
  3. In the Dev Studio search text header field, search for and select the NBASalesRepOpp activity. The GivenSAOpp clipboard page is the primary step page that holds the required model data.
  4. Verify that the NBASalesRepOpp activity is set to call the NBASalesRepOpp data flow with the GivenSAOpp clipboard page as the primary step page. This ensures that the NBASalesRepOpp data flow calls the NextBestActionsForSalesRep strategy.​
Any data model that is required for a new next-best-action must be created in the GivenSAOpp primary step page.

Creating the strategy

  1. In Dev Studio, click Create > Decision > Strategy.
  2. Enter a Label for the strategy.
  3. In the Strategy Results class section, enter the Business Issue and Group that you created for the proposition.
    The class of the strategy is the same as the class of the Page List Property created for the GivenSAOpp clipboard page in the data model.
  4. Click Create and open. The new strategy is created with an empty canvas.

To import components and define your strategy, complete the following steps:

Importing a Proposition Data component

  1. On the Strategy form, on the toolbar, click the + icon.
  2. To add a Proposition Data component, click Import > Proposition Data.
  3. Double-click the new Proposition Data component.
  4. On the Proposition Data Properties dialog box, enter a Name for the proposition.
  5. Click the Interaction history tab.
    1. Select the Enable interaction history check box.
    2. Set the default value for Fetch interaction history for the last < > days to 31.
    3. Enter required values for Remove special characters < >.
    4. In the Fetch when the conditions below are met section, click Add item. Set the Property field to .pyOutcome and the Value field to Clicked.
    5. In the Define which properties to use, click Add item. Set the Target to .pyOutcome and the Interaction data to .pyOutcome.
    6. Click Submit.

Importing a Filter component

  1. On the Strategy form, on the toolbar, click the + icon.
  2. To add a Filter component, click Arbitration > Filter.
  3. Connect the Filter component to the Proposition Data component.
  4. Double-click the new Filter component.
    1. On the Filter Properties dialog box, enter a Name for the filter, and in the Filter condition field, enter .pyOutcome!="Clicked".
    2. Click Submit.
  5. To add a second Filter component, click Arbitration > Filter.
  6. Connect this Filter component to the first Filter component that you created.
  7. Double-click the second Filter component.
    1. On the Filter Properties dialog box, enter a Name for the filter component.
    2. Select the Proposition filter check box and click the Add icon for the Proposition filter field.
    3. Complete the fields on the Create PropositionFilter form and click Create and open.
    4. To create a When rule to meet your requirements, on the Edit Proposition Filter form, in the Proposition evaluation section, select Specific filter criteria and click Add when rule.
    5. Based on your requirements, add the next-best-action qualification filter conditions.
    6. Click Save.
  8. Click Submit.

Importing a Set Property component

  1. On the Strategy form, on the toolbar, click the + icon.
  2. To add a Set Property component, Click Enrichment > Set Property.
  3. Connect the Set Property component to the Filter component that you created in the previous procedure. This component is now used to set the needed properties.
  4. Double-click the new Set Property component.
  5. On the Set Property Properties dialog box, enter a Name for the property.
    The .pyLabel property has the text of the next-best-action (by default, it is the proposition description). If required, you can concatenate or modify the content of the .pyLabel property to create custom text for the next-best-action. Specify other properties, as needed.
  6. Click Submit.
  7. Add a result shape to the strategy rule and connect the Set Properties component with the Results component.
  8. Click Save.

The following figure shows a completed strategy flow.

Strategy Flow

Setting up a sub strategy

  1. In the Dev Studio header search text field, search for and select the NextBestActionsForSalesRep strategy.
    This strategy is called from the data flow in the NBASalesRepOpp activity that is referred to in the data model setup step.
  2. On the Strategy form, on the toolbar, click the + icon.
  3. To add a sub strategy, click Substrategy.
  4. Double-click the Sub Strategy component.
  5. On the Sub Strategy Properties dialog box, enter a Name for the sub strategy.
  6. On the Strategy tab, select the Another page as the Run strategy on option and complete the following fields:
    • Page – Enter the page list populated on the GivenSAOpp clipboard page.
    • Strategy – Enter the strategy name.
  7. Click Submit.
  8. If the new next-best-action should be displayed only when an opportunity is open, then connect the new sub strategy to the appropriate opportunities Filter component.
  9. Click Save.

Clearing interaction history

  1. Log in to Pega Sales Automation by using the credentials sfasamplesysadmin / install.
  2. Click Launch web interface > SFA for Sales Ops.
  3. In the navigation menu, click Tools.
  4. Click Reset NBAM Quadrant.
  5. Repeat steps 2 through 4 for the SFA for Sales Rep portal.

Troubleshooting your configuration

  • When you click an action to close it, the action is not removed from the Next Best Actions dashboard widget.
    • .pyOutcome is not mapped or is missing from the Import component of the strategy.
    • The filter is not configured to remove the items that have an interaction history.
  • The Next Best Action dashboard widget displays only a few actions or no actions.
    • Clear the interaction history.
  • An exception occurs when using the strategy.
    • Verify that the properties you are using in the Proposition Filter and the When rules are set up to handle null values.

Published January 19, 2017 — Updated October 5, 2018

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