PEGACPDC26V1 Sample Questions & Answers
Draws on decision strategies, engagement policies and business agility all tied for the top weight, plus the basics of one-to-one customer engagement, defining customer actions and treatments, managing contact volume, arbitrating with AI, and real-time channels.
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- Question 1IntermediateSelect 2
Next-Best-Action concepts · Contact center next best action
A financial services organization is optimizing their contact center using Pega Customer Decision Hub. The goal is to maximize customer value during inbound service calls without increasing average handle time (AHT) unacceptably.
Which TWO of the following capabilities are essential for optimizing Next-Best-Action specifically in an agent-assisted channel? (Select TWO)
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Correct answers: C, D
Optimizing the contact center involves real-time arbitration based on the active conversation context (e.g., customer intent changes during the call) and providing the agent with negotiation capabilities (like alternative offers or bundles) to secure a favorable outcome. Volume constraints are primarily used for outbound batch limits, not inbound agent interactions.
- Question 2Beginner
Next-Best-Action concepts · Always-on outbound essentials
True or False: In Pega Customer Decision Hub, the 'always-on brain' is exclusively used for inbound channels like Web and Contact Center, while outbound channels like Email and SMS still rely entirely on traditional scheduled batch campaigns.
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Correct answer: B
False. The 'always-on brain' applies to both inbound and outbound channels. For outbound, CDH utilizes 'always-on outbound' schedules that continuously evaluate customers and trigger actions based on their current context, rather than relying on traditional, one-off batch campaigns.
- Question 3Beginner
Actions and treatments · Actions and business structure
A Decisioning Consultant is tasked with adding a new 'Premium Travel Insurance' offer to the system. The organization's business structure currently has an Issue named 'Cross-Sell' and a Group named 'Insurance'.
To ensure proper reporting, arbitration, and policy application, at which level of the business structure must the new 'Premium Travel Insurance' be created?
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Correct answer: C
In the Pega Customer Decision Hub business structure, the hierarchy is Issue -> Group -> Action. 'Premium Travel Insurance' is the specific offer being presented to the customer, so it must be created as an Action within the 'Insurance' Group, which resides under the 'Cross-Sell' Issue.
flowchart LR I[Issue: Cross-Sell] --> G[Group: Insurance] G --> A[Action: Premium Travel Insurance] - Question 4Intermediate
Actions and treatments · Web treatment
A marketing team wants to present a specific auto loan offer to a customer. They want to show a banner on the customer portal (Web) and send a follow-up message via Email.
How should the Decisioning Consultant configure this in Pega Customer Decision Hub to maintain a unified customer experience?
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Correct answer: D
To maintain a unified, omni-channel customer experience, a single Action (the underlying offer or message) should be created. Channel-specific variations of how that Action is presented are handled by associating multiple Treatments (e.g., a Web Treatment and an Email Treatment) to that single Action.
- Question 5Intermediate
Actions and treatments · Outbound action and treatment
When creating an action that will be distributed via an outbound email channel, which of the following components MUST be defined to ensure the email can be successfully generated and sent to the customer?
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Correct answer: B
For an action to be delivered via an outbound email channel, it must have an Email Treatment associated with it. The Email Treatment holds the channel-specific content required for delivery, such as the email subject line, HTML/text body, and sender details.
- Question 6IntermediateSelect 2
Actions and treatments · Present a single offer on the web
A business user wants to configure a new promotional offer that will be presented as a banner on the company's authenticated mobile application.
Which TWO configuration steps are required to ensure the offer is correctly evaluated and presented in this channel? (Select TWO)
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Correct answers: C, D
To present an offer on an inbound digital channel (like Web or Mobile), you must create a Web Treatment (which holds the visual assets like images or HTML) and associate it with the action. Additionally, the channel must make a request to a specific Real-Time Container, so the action/treatment must be available to that container.
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