Use of Contact Policy in CDH Inbound Interaction
Hi All,
I have a requirement to not show an offer as part of the PegaMKTContainer • V3 (Inbound) service if the offer has been accepted as part of the CaptureResponse service within the last 30 days.
In order to implement this, I am trying to use contact policy to suppress any action that has been accepted in the last 30 days but I can still see the offers in the response.
My Question :
1) Is it correct that contact policy will work only for Outbound interactions?
2) If answer to the above question is Yes, then what can be the other way that Pega provides to implement such a requirement.
Pegasystems Inc.
NL
Regarding your first question the answer is no. The suppression rules will work properly for Inbound as well. Please see an example as part of our Cross-sell on the web mission: Avoiding overexposure of actions.
Miki
p.s BTW for updates to the CDH/Data Scientist curriculum consider signing up for notifications at Customer Engagement Enablement.
Pegasystems Inc.
US
@PiyushT , While Miki's response is technically correct, the context of your question is important. Miki responded assuming you are referring to the use of Next Best Action Designer and the use of contact policies in that interface. If that is your context (which BTW is the best practice), then take his answer and run with it.
If on the other hand you are referring to manually created inbound strategies and you are looking at the contact policy shape on the strategy, then this indeed is an outbound focused component. As stated above, you should focus on implementing best-practices via use of NBA Designer rather than manually created strategies. A lot of implementation best practices have gone into this that help you not to worry about such technicalities.