* Customer Properties - These are attributes related to the customer, such as demographics, behavior, and engagement history.
* Expression Syntax:
* When defining expressions in decision strategies, customer properties must be prefixed with
"Customer."
* For example, to use the customer's age, you write Customer.Age.
* Steps:
* In the decision strategy, select the component where you need to use the customer property.
* Write the expression using the "Customer" prefix.

In a call-center application that receives Next-Best-Actions from Pega Customer Decision Hub, the customer service representative (CSR) is guided on the next important conversation to have with the customer. The Next-Best-Action recommendations help CSRs make informed decisions and provide relevant, personalized service to customers by suggesting the most appropriate actions based on the customer's profile, interaction history, and current context.

* Initial Configuration: U+ Bank has implemented Pega Customer Decision Hub for the contact center and now wants to extend it to the web channel.
* Understand Channel Configuration: Pega CDH requires the configuration of channels in the Next-Best-Action Designer to ensure that treatments are correctly recommended.
* Modify the Strategy Framework:
* Next-Best-Action Framework: This strategy framework is used to determine the best actions for customers across various channels. It needs to be modified to include configurations specific to the web channel.
* Steps to Modify:
* Access Next-Best-Action Designer: Navigate to the Next-Best-Action Designer.
* Channels Tab: Configure the new web channel in the Channels tab.
* Modify the Strategy: Update the Next-Best-Action Framework strategy to incorporate the new web channel. This involves ensuring the new actions and treatments are included and prioritized correctly for the web channel.
According to the Pega Customer Decision Hub User Guide, modifying the framework strategy to cater to new channels is necessary for extending customer engagement (Reference:
Pega-Customer-Decision-Hub-User-Guide-85.pdf, Chapter on "Understanding Next-Best-Action Designer channels").
* Testing and Validation:
* Test the new configurations to ensure treatments for the web channel are correctly recommended in the next-best-action suggestions.
Conclusion: To configure the new treatments for the web channel in the next-best-action recommendations, the Next-Best-Action Framework strategy must be modified to cater to the new web channel.

Referencing Customer Properties: In Pega decision strategies, customer properties are accessed by prefixing the property name with "Customer." This convention helps in clearly identifying the context of the properties being used.