Business As Usual Process Flow in Pega 1:1 Operations Manager and Pega Customer Decision Hub

Business As Usual Process Flow in Pega 1:1 Operations Manager and Pega Customer Decision Hub

Description	This wiki design pattern describes the end-to-end process flow for creating and deploying new actions to production, as well as requesting updates to existing actions.
Version as of	8.6
Application	Pega Customer Decision Hub
Capability/Industry Area	Change and Revision Management

For an end-to-end process flow for Business As Usual using Pega 1:1 Operations Manager and Pega Customer Decision Hub v 8.5, please review the wiki article Business As Usual Process Flow in Operations Manager and CDH Version 8.5.

Introduction

Pega 1:1 Operations Manager is a module of Pega Customer Decision Hub™, which was first introduced in Pega Platform version 8.4. You can use Pega 1:1 Operations Manager in conjunction with Revision Management to push business-as-usual changes into production. In Pega 1:1 Operations Manager, users can create and deploy new actions to production, as well as request updates to existing actions.

The overall process is defined in Pega 1:1 Operations Manager as a set of stages, as shown in the image below:

Business As Usual stages in Pega 1:1 Operations Manager

This article describes the end-to-end process that users will follow in Pega 1:1 Operations Manager and Pega Customer Decision Hub, from capturing the initial request to deploying and completing a set of changes (a revision).

Use case example

Various business stakeholders in U-Bank have new actions that they would like to deliver to their customers via Pega Customer Decision Hub. Those requests will be captured in business terms, planned, built, tested and then deployed as part of a collection of change requests, known as a revision.

Before you begin

It is assumed that you have a high level understanding of Pega 1:1 Operations Manager. If that is not the case, the most recent Academy mission Business Agility in 1:1 Customer Engagement is a good place to start.

It is also recommended that you review the following documents, either before or after reading this article:

• Pega 1:1 Operations Manager User Guide on Pega Community: Pega Customer Decision Hub.
• Pega Best Practice Organizational Architecture for Pega Customer Decision Hub: Reference Organizational Architecture.
• Pega Business Operations in 1:1 Customer Engagement: Business Operations in 1:1.

Overview of the content creation process using Pega 1:1 Operations Manager

To deliver Business As Usual (BAU) changes to actions and treatments, various users will carry out tasks in Pega Customer Decision Hub and Pega 1:1 Operations Manager. Each task will be carried out in the Business Operations Environment, working in a specific area inside of those portals.

The swim lane process flow below shows the overall Pega 1:1 Operations Manager stages and tasks across the key organizational roles:

BAU Process with role swim lanes

The diagram below illustrates the overall process flow with the different portals, tools and roles that will carry out each task:

Overall BAU process

The process has been broken down into 4 key parts:

Portal: Where in Pega Platform this work will be carried out

Tool: Where in the portal the work will be carried out

Role: Who will carry out the work (See Reference Organizational Architecture for more details on roles and responsibilities).

Step: The task(s) that will be carried out

Step by step details of the content creation process using Pega 1:1 Operations Manager

1. Capture request

The NBA Analyst or Business User captures the initial request or idea in the context of a next best action.

Capture the request

2. Plan request

The NBA Analyst captures the details of the request.

Capturing the details of the request

Then the Team Lead reviews the request, assigns it a rank to support planning the sprint and optionally assigns a peer reviewer who will provide another review of the engagement policies that have been created during the build phase.

Ranking the request and optionally assigned a peer reviewer

3. Build or update action

The NBA Specialist extends the initial request to build out the required artefacts.

Building or updating the action

The NBA Specialist then runs persona tests to validate the configured action level engagement policies.

4. Audience Simulation test action (optional step)

This is an optional step that the NBA Specialist can carry out if they want to understand how this action will compare against its peers in that issue and group. As shown below, the NBA Analyst switches from Pega 1:1 Operations Manager to Pega Customer Decision Hub.

Test the action - audience simulation in Pega Customer Decision Hub

5. Peer Review

The NBA Specialist submits the completed change for review of the engagement policy.

Submit the change for peer review

Another NBA Specialist or an NBA Designer will review the engagement policy configuration vs. the initial request.

Approve or reject the change as a peer

3. Build or update the treatment (This is carried out either after steps 4 and 5 or in parallel.)

The NBA Specialist extends the initial request to build out the required artefacts for the treatment. This stage can happen in parallel to the peer review of the action.

Building or updating the treatment

6. Submit change

Once the build and peer review has been completed, the NBA Specialist confirms that the build phase is completed.

Submitting the change build tasks as completed

7. Validating the artifacts

The NBA Specialist will review and validate the artifacts that will be created by Operations Manager and submit this change for final review and marking as completed.

Submitting the change for final approval

8. Completing the change

The Team Lead will review the complete set of changes in this request, approve the changes, and mark this change as completed and ready for deployment when the release is finalized.

Submit the change

The above process will be repeated until all changes in the sprint are completed. When this set of changes is ready to be tested and then promoted to production, the following steps will be performed.

9. Simulate revision

The Team Lead will prepare this change, along with all other changes in the revision, ready for final testing.

Simulate the revision

10. Test revision with Audience Simulation

The NBA Designer will carry out an All Group Level audience simulation to review the impact of all the changes in this revision. They will include the second-pass simulation to support the use of scenario planner in the subsequent step.

Test the Revision with simulation

11. Test revision with Scenario Planner

The NBA Designer will use Scenario Planner to review the impact of all the changes in this revision. This step will use the same simulation run in the previous step but will allow us to compare this against a previous simulation that was created right after the previous release was completed. The results can also be exported to Excel for even more detailed analysis.

It is important to note that Scenario Planner only considers the top 1 NBA returned. If the channel will return more than one NBA, e.g. call center returning 3 NBAs to the agent, Scenario Planner will only consider the top 1 in the Reach calculation.

Test the revision with Scenario Planner

12. Test revision with a Distribution Test (optional)

The NBA Designer can run a distribution report to review the impact of all the changes in this revision. This is an optional step and would primarily be needed if there is a requirement to test the distribution of actions that will present more than one action. Distribution reports will allow you to run reports that consider the top 3 actions, etc.

Test the revision with distribution

13. Deploy revision

The Team Lead will deploy the revision, which will start the Deployment Manager automated processes.

Deploy the revision

14. Complete revision

The Team Lead will mark the revision as complete after Deployment Manager confirms the processes have completed.

Complete the revision

15. Create new baseline Simulation (optional)

In this optional step, the Team Lead will create a final Audience Simulation in NBA Designer using an appropriate naming convention. This simulation will be used in the next revision as the baseline simulation.

Create a baseline Simulation

Summary

This is the overall process used to create actions and treatments by using Pega 1:1 Operations Manager and Pega Customer Decision Hub as part of a standard Business As Usual process.