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Understanding issues and groups

In Pega Marketing and Pega Customer Decision Hub, issues are different areas of focus for your business. An issue is the purpose behind the actions you offer to your customers. For example, actions with the purpose of retaining existing customers belong to the issue of Retention. Actions with the purpose of acquiring new customers belong to the issue of Acquisition.

This article describes the Next-Best-Action framework shipped with Pega Marketing™ 8.4 and  Pega Customer Decision Hub™ 8.4. For Pega Customer Decision Hub 8.5, see the Pega Customer Decision Hub User Guide on the Pega Customer Decision Hub product page.

Groups organize actions into logical buckets. For example, as part of the issue of Acquisition, you can create groups for products like Credit Cards, Mortgages, or Personal Loans.

Together, issues and groups form the organizing structure for your customer interactions. Each action you prepare for your customers is associated with an issue and a group. Because of that, you must always define the hierarchy before creating actions.

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