CPSA - Certified Pega System Architect Routing and Work Assignment Questions and Answers

Question 1

An expense report case requires approval from the submitting employee's direct manager.
The manager's operator ID is stored in the `.Employee.ManagerID` property on the case.
Which routing configuration on the approval assignment is the most direct and appropriate way to send the task to the correct manager?

Accepted Answer

Route to a specific user, using the `.Employee.ManagerID` property.

Answer

Route to a work queue named "Managers".

Answer

Route using a decision table to look up the manager.

Answer

Route to the current user.

Question 2

What is the primary purpose of a work queue in a Pega application?

Accepted Answer

To act as a shared inbox where a group of operators can retrieve and work on assignments.

Answer

To hold a list of operators who are qualified to perform a task.

Answer

To automatically complete an assignment without user intervention.

Answer

To define the sequence of steps in a business process.

Question 3

A financial services company processes insurance claims in multiple languages. An incoming claim must be assigned to a claims processor who is fluent in the language of the claim and has experience with claims over $10,000. Which routing method is best suited for this requirement?

Accepted Answer

ToSkilledGroup

Answer

ToWorklist

Answer

ToWorkQueue

Answer

ToCurrentOperator

Question 4

A customer service department has a team of 15 representatives who handle incoming inquiries. The goal is to distribute inquiries so that any available representative can work on the next incoming task. How should a System Architect configure the routing for these inquiry assignments?

Accepted Answer

Route to a single work queue that all 15 representatives can access.

Answer

Route to the worklist of each of the 15 representatives simultaneously.

Answer

Create a separate process for each representative.

Answer

Route to the worklist of the department manager for manual assignment.

Question 5

Which statement best describes the fundamental difference between routing an assignment to a user's worklist versus a work queue?

Accepted Answer

A worklist is a personal queue for a specific operator, while a work queue is a shared queue for a group of operators.

Answer

A worklist is for automated tasks, while a work queue is for manual tasks.

Answer

Assignments routed to a worklist have an SLA, while those routed to a work queue do not.

Answer

A worklist can only hold one assignment at a time, while a work queue can hold many.

Question 6

A Pega application uses the 'Get Next Work' feature to automatically push the most urgent assignment to a user. How does the system primarily determine which assignment to select from the available work queues?

Accepted Answer

It uses the assignment's urgency value, selecting the one with the highest number.

Answer

It randomly selects any assignment the user has access to.

Answer

It selects the assignment that was created first (First-In, First-Out).

Answer

It selects the assignment associated with the case that has the most recent update.