Routing and Work Assignment Flashcards

A case must be routed to a specific operator's worklist every time a particular assignment is created. Which routing option should you configure?

Answer: Route to worklist

Route to worklist directs the assignment to a specific named operator's personal task list.

Which Pega rule type defines the goals and deadlines for completing an assignment and can trigger escalation actions?

Answer: Service Level Agreement (SLA)

A Service Level Agreement (SLA) rule sets goal, deadline, and passed-deadline intervals with associated urgency changes and actions.

What happens to assignment urgency when the SLA 'Goal' interval is passed in Pega?

Answer: Urgency is increased by the configured increment

When the Goal interval passes, Pega increases the assignment's urgency by the configured increment value defined in the SLA.

A work queue is best described as:

Answer: A shared task list accessible by a group of operators

A work queue is a shared list where multiple operators in a workgroup can pick up and process available assignments.

Which routing option dynamically evaluates a business rule or decision table at runtime to determine the assignment destination?

Answer: Route using business logic

Route using business logic evaluates a when rule or decision rule at runtime to select the appropriate operator or work queue.

A CSR wants to reassign an assignment from their worklist to another operator. What Pega feature supports this?

Answer: Transfer button in the portal

The Transfer button in the Pega portal allows an operator to reassign an open assignment to another operator or work queue.

When configuring an assignment shape in Pega App Studio, which setting determines who receives the assignment?

Answer: Routing field

The Routing field in the assignment shape specifies how and to whom the assignment is directed (worklist, work queue, or business logic).