Question
Future Proof AI
US
Last activity: 11 Jul 2024 11:53 EDT
Treatment Eligibility
I have a requirement where I need to use a strategy in the treatment eligibility for a specific default action.
The requirement is that if a customer is not eligible for any action we need to display on the web a Default action.
I have created a simple strategy that I want to use on the treatment level for the Default action however I don't see it in the treatment eligibility in NBA designer even though I map it as a relevant record.
Any thoughts on this?
Accepted Solution
Updated: 11 Jul 2024 9:43 EDT
Pegasystems Inc.
US
@SilviuStefan can you explain why you need a treatment eligibility when your requirement is a default action? If you have a default action with a treatment assigned to it, that treatment will be output when that default action is relevant, and you would not need a treatment eligibility condition.
Having said that, i would also reconsider the need for a default action being emitted from the strategy. Typically the strategy should return nothing and the channel should present a default presentation for this situation.
Future Proof AI
US
@Saleem_A The business wants to have a default action in Pega if a customer is not eligible for any actions across all issues and groups.For example if we have 30 actions in CDH and the customer is not eligible for any of them business wants to return a default offers on the website in the tile section. I managed to complete this requirement in first extension points after the Eligibility Prop Filters strategies (NBAPreProcessExtension) however I was thinking that it was more cleaner if I was using the treatment eligibility on the Default Action and check via a strategy if any other treatment is returned them hide the default action. Having a second thought now I think that my current design is better because in treatment eligibility I need to put a condition on each treatment ( email, web and mobile) of the default action. It was a great if strategies could be used in the eligibility of the treatments in addition to when rules.
Thanks for your input
Pegasystems Inc.
US
@SilviuStefan Please note that emitting something that is essentially not a real action is likely going to have side effects and is the reason we recommend that the channel deals with the default action/treatment when there are empty results. Consider that your reports and models will now have this pretty dominant action in them. Impact Analyzer will not have skewed results because it will potentially see a lot of no-action results being emitted and potentially confuse the system with either positive list or negative list calculations because it does not have any inherent knowledge that this is a special action. I would go back to the business and suggest they re-think their need, as you are likely to find that you can accomplish the real-outcome in a better way without side effects.
Future Proof AI
US
@Saleem_Aso this default action it is actually a real action..for example if the customer is not eligible for any other actions from the catalog business want to offer a generic/default actions to encourage their customer to sign up for their co-branded credit card so default action has the eligibility criteria as "customer is not eligible for any action from the entire CDH list of action and is not a credit card holder." I will have a thought to see how this impacts all other functionalities that you mentioned above.
Future Proof AI
US
@Saleem_AI've just thought about a different approach right now after discussing it with one of my colleagues.... What if I keep my logic in the extension point and then we bypass the ADM for this specific action.?..maybe we use the NBA Designer functionality on the action and make this action as Mandatory
I will bring it to the business to handle at that channel level but I really doubt they will have a way hence we will have to handle it inside Pega.
Pegasystems Inc.
US
@SilviuStefan Mandatory means they will always be delivered which is not what you want...you want final limits to be applied, so this default only happens if no other item is available...that is different to mandatory. You really want it to be arbitrated as one of the lowest ranking actions and for final limits to not deliver it because its always beat by other items (unless its the only one left).