View source for Adjusting arbitration to reflect changed business priorities

{{Design pattern|Title=Adjusting arbitration to reflect changed business priorities|Description=Adjusting arbitration to reflect changed business priorities|Version=8.1|Applications=Pega Customer Decision Hub|Capability Area=Next Best Action|Owner=Davim}}
 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 [https://wiki.pega.com/index.php/Rapid_Response_to_Emergencies Rapid Response to Emergencies]. For the previous article in the series, see [https://wiki.pega.com/index.php/Personalizing_emergency_messages_to_increase_impact Personalizing emergency messages to increase impact].
[[File:Adjusting Arbitration to Reflect Changes in Business Priorities.png|alt=Adjusting Arbitration to Reflect Changes in Business Priorities|frameless|600x600px]]

# 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.[[File:Business Purpose Weighting for Emergency Actions.png|alt=Business Purpose Weighting for Emergency Actions|frameless|450x450px]]
# 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.
## Click on '''Action value > Base value calculation'''. [[File:Base Value Calculation in Action Value Menu.png|alt=Base Value Calculation in Action Value Menu|frameless|250x250px]]
## Update, configure and test the required strategy in the extension point (not covered in this article).[[File:Required Strategy for Emergency Actions.png|alt=Required Strategy for Emergency Actions|frameless|600x600px]]
# 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.
## In Engagement policy and for each of the groups:
### Click on '''Actions > Audience simulations'''. [[File:Audience Simulations in Actions Menu.png|alt=Audience Simulations in Actions Menu|frameless|300x300px]]
### For further instructions on simulation, see the Pega Customer Decision Hub User Guide.
## 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.

== Next steps ==
Manage your customer communications on an ongoing basis by [https://wiki.pega.com/index.php/Adjusting_Next-Best-Action_catalogue_to_support_changed_business_priorities adjusting the Next-Best-Action catalogue to support changed business priorities.]