Adjusting arbitration to reflect changed business priorities

Description	Adjusting arbitration to reflect changed business priorities
Version as of	8.1
Application	Pega Customer Decision Hub
Capability/Industry Area	Next Best Action

This article is part of a series about using Pega Customer Decision Hub to communicate with customers during emergency events. For an overview of the process, see Rapid Response to Emergencies. For the previous article in the series, see Personalizing emergency messages to increase impact.

Configure the Eligibility, Applicability and Suitability rules to reflect the change in business focus, for example tightening Suitability rules to prevent miss-selling to customers who are at risk of financial distress.
Review the current Arbitration configuration, specifically the business levers.
Add or adjust your Business purpose weights to prioritize your issue and group actions to reflect your new business focus.
Remember that weights use percentages, and the combination of action and business purpose weighting is additive.
For organizations that calculate value in real-time and for each customer then an optional step is to adjust the overall logic you use to calculate the value for all actions.
1. Click on Action value > Base value calculation.
2. Update, configure and test the required strategy in the extension point (not covered in this article).
For organizations that have fixed values for each action, then an optional step would be to refresh the action values.
Test these actions using your existing testing processes, including simulation tests.
1. In Engagement policy and for each of the groups:
  1. Click on Actions > Audience simulations.
  2. For further instructions on simulation, see the Pega Customer Decision Hub User Guide.
2. Review the results and ensure that you understand the implications of these settings and how the new actions will be evaluated alongside your existing actions in all issues and groups.