Executive Summary
Pega has identified three situations in Customer Decision Hub (CDH) 24.2 where contact policies may not be enforced when combined with multi-level decisioning, such as Customer vs Account scenarios.
These issues specifically impact contact policy tracking, suppression mechanisms, and their management in the Business Operations Environment (BOE) with the new multi-level contact policies feature. Three targeted hotfixes have been released to resolve these problems: HFIX-C541, HFIX-C1316, and HFIX-C316.
Background: Multi-Level Contact Policies in CDH 24.2
CDH 24.2 introduced multi-level contact policies, a significant enhancement that enables tracking of Next-Best-Action outcomes and suppression of actions across various context levels (customer, account, household). This feature allows for more tailored customer interaction management by preventing over-communication and ensuring relevant messaging. However, Pega has identified three situations where contact policies might not function as expected. We have provided fixes for these issues and want affected clients to deploy these fixes immediately given the importance of enforcing all defined contact policies.
How can I tell if I'm affected?
This defect affects clients CDH clients on 24.2 who are using or will soon be using Multi Level Contact Policies. The hotfixes must be applied before using Multi-Level Contact Policies.
What are Multi-Level Contact Policies?
Multi-level contact policies allow organizations to apply different contact rules at different contextual levels within the customer hierarchy. The system can track impressions at the primary context level and sub-contexts, then apply action suppression across any context level. This provides much more granular control over customer communications by recognizing that customers exist within multiple contexts simultaneously.
More details can be found on Multi-Level Contact Policies.
HFIX-C541: Multi-Level Contact Policies Not Applied in MakeDecision |
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Root Cause Analysis: This issue affects the core MakeDecision functionality where multi-level contact policies are not being properly evaluated or applied during the decision-making process. The problem likely occurs in the decision engine's policy evaluation logic, where the new multi-level context hierarchy is not being correctly traversed or the suppression rules are not being enforced at the appropriate context levels.
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Customer Impact:
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Resolution: HFIX-C541 corrects the MakeDecision logic to properly evaluate and apply multi-level contact policies across all configured context levels.
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HFIX-C1316: Contact Policies for 1 Day not working as expected |
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HFIX-C316 [BOE] Contact Policies missing and unable to add/remove Contact Policies |
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Customer Impact:
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Resolution:
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