CPSA Reporting, SLAs and Performance Flashcards
6 cards from real CPSA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 CPSA Reporting, SLAs and Performance flashcards as text
What is the difference between a 'Summary Report' and a 'List View' in Pega reporting?
Answer: Summary reports show aggregated/grouped data; List Views show individual rows
Summary Reports aggregate and group data (e.g., count cases by status), while List Views display individual records row by row.
Which Pega mechanism automatically updates a searchable index when case data changes, enabling fast report queries?
Answer: Declare Index
Declare Index rules maintain a dedicated database table that is updated whenever the indexed properties change, allowing efficient indexed queries in reports.
In Pega, what is the purpose of the 'Report Browser' in the operator portal?
Answer: To provide a self-service interface where operators can run and filter existing reports
The Report Browser gives Pega operators a UI to browse available reports, apply filters, and view results without needing Dev Studio access.
Which setting in a Pega SLA rule controls how much the urgency value increases per unit of time during the Deadline interval?
Answer: Urgency increment per interval unit
The urgency increment per interval unit setting defines how quickly urgency rises during a timed SLA interval, surfacing overdue items higher in the work queue.
What is the recommended approach in Pega to display key performance indicators (KPIs) on a manager dashboard using live case data?
Answer: Summary Reports embedded in a Dashboard harness section
Pega Summary Reports can be embedded directly into dashboard sections to display real-time KPIs such as case volumes by status or average resolution time.
In Pega, which property is commonly used as the basis for SLA deadline calculations when business hours must be respected?
Answer: pxCreateDateTime with a calendar rule offset
Pega SLA rules can reference a business calendar rule combined with the case creation timestamp (pxCreateDateTime) to calculate deadlines that skip non-working hours.