Question
Swedbank AB
SE
Last activity: 14 Jul 2023 4:29 EDT
Custom contact policy category in NBA designer
Hi All,
Currently we define contact policies on Issue, Group, Action, Category, Sub category level.
Is it possible Or allowed to add additional custom category in contact policies.
Is anyone tried adding additional custom category in contact policies.
We have additional requirement to apply contact polices at category level as well as our own custom group level(Grouping different actions with additional group action attribute).
Thanks,
Deva
Pegasystems Inc.
US
Swedbank AB
SE
Thanks for your reply. Some how I missed this response.
Please find our use case
UC1: Swedbank has a contact policy based on “Message Type”. E.g. It is allowed to send: maximum one Awareness NBA in 10 days; two Retention NBAs in 10 days and etc. “Message Type” is more granular than an Issue and set as a custom attribute under Actions.
UC2: Group Blackout Rules. This is a feature where Business wants to blackout all Actions in the same Blackout Group. It should be possible to assign any Action to the same group. E.G. Blackout Group was created “GBR1” and Actions from different Issues/Groups was assigned “P001”, “P300”, “P500”. If customer responded to any of Action (P300) in a group, other Actions (P001 and P500) from the same Blackout Group should be blacked out.
We may solve these UCs by using new OOTB attribute (Pega v8.8) “Category”, but it allows to solve one UC and we have more of them. That is why, we are looking for custom attribute in Contact Policies.
Thanks,
Deva