Certified Pega Decisioning Consultant v8.8 — Question 13

As a Customer Service Representative, you present an offer to a customer who called to learn more about a new product. The customer rejects the offer.
What is the next step that Pega Customer Decision Hub takes?

Answer options

• A. Stops presenting offers to the customer
• B. Adds the customer to the potential churn list
• C. Reevaluates the Next-Best-Action
• D. Sends a detailed email about the offer

Correct answer: C

Explanation

The correct answer is C because Pega Customer Decision Hub will reassess the Next-Best-Action to identify a more suitable offer for the customer. Option A is incorrect as the system does not stop offering entirely; instead, it looks for better options. Option B is also inaccurate since the customer is not automatically added to a churn list after a single rejection. Option D is not the next step taken by the system in response to a rejection.