What are the key types of change requests in customer engagement?

In Pega Customer Decision Hub (1:1 Operations Manager), every modification to marketing or decisioning artifacts is submitted as a change request. The platform distinguishes three mutually-exclusive request types—Standard, Urgent, and Emergency—because each follows a specific governance path, approval chain, and testing rigor. Choosing the correct type controls SLA targets, required stakeholders, and whether the change can skip full testing. No other change-request classifications (for example “predictive” or “manual”) are defined in Pega’s change-management model for customer engagement programs.

A. Predictive/adaptive are model-learning modes, not recognized change-request categories in CDH.

C. Manual/automated describe execution methods, not governance types defined by 1:1 Operations Manager.

D. Channel-specific/strategy refer to the scope of a change, but CDH still files them under Standard, Urgent, or Emergency requests.

1. Pega Customer Decision Hub 8.8 Help, “Types of change requests” in 1:1 Operations Manager (docs.pega.com/cdh/88/types-change-requests) – lists Standard, Urgent, Emergency.

2. Pega Academy Course “Managing Change with 1:1 Operations Manager” (CDH 8.8), Lesson: “Create and triage change requests”, Section “Request type” – explains governance paths for Standard, Urgent, Emergency.

3. Pega Customer Decision Hub Implementation Guide v8.8, §3.2 “Operational Governance” – table “Change request types (Standard/Urgent/Emergency)”, pp. 28–29.