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| Section | Weight | Objectives |
|---|---|---|
| Channels | 10% | - Third-party integration - Email offer delivery - Real-time containers |
| Next-Best-Action Concepts | 8% | - Contact center value optimization - Define starting population - One-to-one customer engagement - Always-on outbound fundamentals |
| Contact Policy and Volume Constraints | 13% | - Outbound volume limiting - Prevent action overexposure - Tracking periods for policies |
| Engagement Policies | 13% | - Define engagement policies - Create engagement strategies |
| AI and Arbitration | 8% | - AI-based prioritization - Business rule prioritization - Action arbitration logic |
| Actions and Treatments | 15% | - Define and manage customer actions - Outbound action configuration - Web offer presentation |
| Decision Strategies | 25% | - Design and build decision strategies - Use predictive models - Implement eligibility rules - Simulate and test strategies |
1. DRAG DROP
A financial institution wants to add a new tracking period to track its customers' response over 15 days in various channels. Once the response is tracked, they want to suppress the credit card actions if customers ignore it three times within 15 days.
Put the steps in the correct order to implement this task.
2. A customer contacts a bank to resolve a credit card dispute. After dispute resolution, Next-Best-Action displays a set of sales offers that a Customer Service Representative can present to the customer.
Which feature of Next-Best-Action helps the Customer Service Representative decide on the offer to present to the customer?
A) Interaction history
B) Offers ranking
C) Call intent detection
D) Dispute handling strategy
3. Aggregation components provide the ability to________________.
A) filter actions based on priority and relevance
B) set a text value to a strategy property
C) make calculations based upon a list of actions
D) choose between actions
4. An outbound run identifies 150 Standard card offers, 75 on email, and 75 on the SMS channel.
If the following volume constraint is applied, how many actions are delivered by the outbound run?
A) 100
B) 75 emails 25 SMSes
C) 75 SMSes and 25 emails
D) 150
5. When a customer is offered an action that they already accepted, this is because_________.
A) the strategy is not customized to exclude previously accepted offers
B) the customer intent was captured incorrectly
C) the actions are filtered based on eligibility
D) there are no suppression rules defined
Solutions:
| Question # 1 Answer: Only visible for members | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |
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