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Pega 1:1 Operations Manager User Guide

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Pega 1:1 Operations Manager is a module of Pega Customer Decision Hub. Use Pega 1:1 Operations Manager in conjunction with Revision Management to push business changes into production.

In Pega 1:1 Operations Manager 8.6, users can create and deploy new actions to production, request updates to existing actions, and review changes to models that are used in predictions.

Pega 1:1 Operations Manager supports rules such as actions, treatments, and associated engagement policies, which are essential to manage business-as-usual changes. Decision tables, and other rules that tend to create product usage patterns that deviate from Pega's guidance for using our technology for 1:1 customer engagement, are deliberately left out of Pega 1:1 Operations Manager.

Pega 1:1 Operations Manager requires an overlay application. The application is not intended to be deployed to production. For more information, see the Pega 1:1 Operations Manager Implementation Guide on the Pega Customer Decision Hub product page.

Understanding the relationship between Pega 1:1 Operations Manager and Revision Management

Pega 1:1 Operations Manager extends the standard Revision Management capabilities of Pega Customer Decision Hub by providing a simple process where a business change request is triggered by non-technical team members. To create or update an action, users can create change requests in Pega 1:1 Operations Manager. To replace models in predictions, users can trigger Pega 1:1 Operations Manager change requests from Prediction Studio. In this way, Pega 1:1 Operations Manager makes it possible to quickly record and process standard, high-volume change requests related to actions and models.

Pega 1:1 Operations Manager uses the same flows and activities as standard Revision Management. Because of that, it seamlessly integrates with Revision Management and complements normal Revision Management operations. For example, if a change request is withdrawn or rejected in Pega 1:1 Operations Manager, the status also changes in Revision Manager. If a revision is withdrawn or rejected in Revision Manager, the status change is reflected in Pega 1:1 Operations Manager.

Pega 1:1 Operations Manager does not support fast-track revisions. To manage emergency high-priority or emergency rule changes, use the fast-track capacity provided by Revision Management.
  • Understanding the change request flow

    Pega 1:1 Operations Manager supports different change request types: requests to create or update actions, or to replace a model in a prediction. Change requests related to actions follow a more complex workflow and support various user operations. Change prediction requests have a simplified workflow and require less user interaction.

  • Configuring Pega 1:1 Operations Manager settings

    Before using Pega 1:1 Operations Manager, make sure to complete all required tasks described in the Pega 1:1 Operations Manager implementation documentation.

  • Creating a change request

    Pega 1:1 Operations Manager gives non-technical teams the ability to request changes to business-as-usual operations. In the Pega 1:1 Operations Manager portal, you can create change requests to create a new action or update an existing action.

  • Approving and ranking a change request

    As a team leader, review and approve change requests to ensure that they are in line with the requirements of your organization.

  • Working on a change request

    In the Build phase, a user in the NBASpecialist access group makes the changes required to complete the change request.

  • Verifying and deploying a change request

    Once the changes are completed, as a team leader, review the list of changes and submit them to a revision manager, who can deploy them to production.

  • Troubleshooting Pega 1:1 Operations Manager

    Use the following troubleshooting tips to help solve issues related to Pega 1:1 Operations Manager.

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