Question
Instellars Global Consulting Private Limited
IN
Last activity: 8 Jan 2025 0:37 EST
Persona-based test cases vs Persona and Channel Context in the Customer Profile Viewer of Pega Customer Decision Hub
Can anyone please explain what is the difference between these two Persona-based test cases vs Persona and Channel Context in the CPV
My understanding is that there is only a persona testing in CDH, but both questions are giving different answers below what's the difference between them.
1) What is the objective of testing with Persona-based test cases?
Responses
• To evaluate next-best-action engagement strategy results. - correct
• To identify filtered-out actions for the selected Persona and determine the reasons for excluding the actions.
• To identify the optimal channel to engage with the customer.
• To create a new engagement policy for a group of customers
2) What is the objective of testing next best actions using the Persona and Channel Context in the Customer Profile Viewer of Pega Customer Decision Hub™?
Responses
• To create a new Persona profile.
• To identify the components of the channel context.
• To identify filtered-out actions for the selected Persona and determine the reasons for excluding the actions. - correct
• To identify the next best actions that are going to be displayed to a specific customer.
Please complete the module quiz given on link for better understanding the ask..!!
Can anyone please explain what is the difference between these two Persona-based test cases vs Persona and Channel Context in the CPV
My understanding is that there is only a persona testing in CDH, but both questions are giving different answers below what's the difference between them.
1) What is the objective of testing with Persona-based test cases?
Responses
• To evaluate next-best-action engagement strategy results. - correct
• To identify filtered-out actions for the selected Persona and determine the reasons for excluding the actions.
• To identify the optimal channel to engage with the customer.
• To create a new engagement policy for a group of customers
2) What is the objective of testing next best actions using the Persona and Channel Context in the Customer Profile Viewer of Pega Customer Decision Hub™?
Responses
• To create a new Persona profile.
• To identify the components of the channel context.
• To identify filtered-out actions for the selected Persona and determine the reasons for excluding the actions. - correct
• To identify the next best actions that are going to be displayed to a specific customer.
Please complete the module quiz given on link for better understanding the ask..!!
Academy Link for both questions
Accepted Solution
Updated: 8 Jan 2025 0:37 EST
HCA Healthcare
US
@R K The difference between Persona-based test cases and Persona and Channel Context in the Customer Profile Viewer (CPV) in Pega Customer Decision Hub lies in their testing focus. Persona-based test cases are used to test the overall next-best-action (NBA) engagement strategy for a defined persona, helping identify how actions are filtered and why certain actions are excluded for a specific customer segment. This is useful for strategy-level validation across a broader audience. On the other hand, Persona and Channel Context in CPV tests NBA results for a specific customer considering both their persona and the communication channel (like email, web, or mobile). It helps determine which actions are filtered out and which next-best-actions will be shown based on the channel context. The key difference is that Persona-based test cases focus on general strategy validation using personas, while Persona and Channel Context in CPV is more detailed, focusing on customer-level testing with both persona and channel constraints. Both methods aim to ensure accurate and personalized decisioning but operate at different levels of granularity