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Manually defining the structure of business issues and groups

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Use the Next-Best-Action Designer to build the structure of business issues and groups in your organization.

Business issues are different areas of focus for your business. A business issue is the purpose behind the actions you offer to your customers. For example, actions which started with the purpose of retaining existing customers should be grouped under the business issue of Retention. Actions started with the purpose of acquiring new customers belong to the business issue of Acquisition.

Business groups organize customer actions into categories. For example, as part of the business issue of Acquisition, you can create groups for products like Credit Cards, Mortgages, or Personal Loans, with the intention of offering these to potential new customers.

Together, business issues and groups form the organizing structure for your customer interactions. Each action you prepare for your customers is associated with a business issue and a group.

  1. Log in as an operator whose user group has the CanManageNBA privilege.

    By default, this privilege is granted to managers and administrators through the PegaNBAM_FW:MarketingManager role.
  2. In the Pega Customer Decision Hub portal, click Next-Best-Action Designer Taxonomy .

  3. Click Edit.

  4. To add an issue, click Configure issues.

  5. Enable issues for Next-Best-Action by performing the following tasks:

    • To enable an existing issue to use Next-Best-Action, click on it in the Configure Business Issues window.
    • To add a new issue, click + Create in the Configure Business Issues window.
  6. Click Apply.

    Pega Customer Decision Hub adds the group to the business structure.
  7. Optional:

    If you want the business structure to display the issue description in the Description column, click More Edit issue , and then fill out the Short description field.

  8. Click More Configure groups .

  9. Enable groups for Next-Best-Action by performing the following tasks:

    • To enable an existing group to use Next-Best-Action, click on it in the Configure Business Groups window.
    • To add a new group, click + Create in the Configure Business Groups window.
  10. Click Apply to save your changes.

    Pega Customer Decision Hub adds the group to the business structure.
  11. Optional:

    If you want the business structure to display the group description in the Description column, click More Edit group by the name of the group, and then fill out the Short description field.

  12. Click Submit.

  13. Click Save.

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