Hi Team,
We have integrated our Customer Decision Hub (CDH) application with Pega Customer Service, and the connection has been configured successfully through the Customer Service Control Panel.
We can see that Next Best Actions (NBAs) are returned correctly in the Customer Profile Viewer, which indicates that the CDH-to-CS connection is working and recommendations are being generated for the customer.
However, these same recommendations are not appearing as Suggested Actions within the Customer Service interaction portal.
During our investigation, we identified the data page D_Interaction_Suggestions, which appears to hold the suggestions displayed in Customer Service. When reviewing this data page, we can only see suggestions that are configured as Always On actions at the Case Type level. We do not see any recommendations originating from CDH being populated into this data page.
We would like to understand:
- What is the integration mechanism between CDH and Customer Service for retrieving Suggested Actions?
- Which data pages, services, APIs, or strategies are responsible for bringing CDH recommendations into Customer Service?
- How are CDH recommendations expected to be populated into
D_Interaction_Suggestions? - Are there any additional configurations, decisioning settings, real-time containers, or customer context configurations that need to be enabled for CDH recommendations to appear as Suggested Actions?
- What logs, tracers, or diagnostic steps would you recommend verifying whether Customer Service is successfully invoking CDH and receiving recommendations?
Since the recommendations are visible in the Customer Profile Viewer, we are trying to understand what additional integration path or configuration is used specifically for Suggested Actions and why only the Case Type “Always On” suggestions are currently being displayed.
Any insights or troubleshooting guidance would be greatly appreciated.
Thanks,
Roshan Raj A K