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Configuring persona tests

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Use persona tests to define test cases and the expected results to ensure you do not introduce any regressions as you define your engagement policies and arbitration. You can define and run persona tests at each level of your business hierarchy.

Persona-based tests use customer personas with specific characteristics to evaluate your Next-Best-Action strategy results. You can design these personas according to your requirements and the strategy that you are testing. For example, to verify that a Retention action is prioritized for a customer who are at risk of terminating their contract, you can design a customer persona with specific characteristics and check which action the Next-Best-Action strategy selects for them.

  1. On the Engagement policy tab, click the name of any group, or click All groups to run the simulation for all issues and groups in your business structure.

  2. Click Actions Persona testing .

  3. If you did not previously configure a persona test, click Create test.

  4. In the Persona (Data transform) field, enter the name for the customer persona, for example, Retention Customer, and click the Open icon.

  5. On the Definition tab of the data transform, specify the characteristics of the persona.

    The persona characteristics are defined as properties of the customer, their journey, and other related data. For example, if you have a specific test customer contact that you want to use as a test persona, enter their ID in the Set .ContactId equal to row. You can add new properties by right-clicking on a row and selecting Add child.
  6. Click Create.

    The persona test is created in the ApplicationName-NBADTests ruleset. Each test is also added to a test suite and to your DevOps pipeline process, if applicable.
  7. In Next-Best-Action Designer, continue with the persona test configuration, as described in Testing Next-Best-Action configuration with persona testing.

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