Routing and Work Assignment Flashcards
7 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 7 Routing and Work Assignment flashcards as text
A manager wants assignments to be automatically distributed only to operators who have the 'Underwriting' skill. Which Pega feature supports this requirement?
Answer: Skill-based routing using operator skill records
Skill-based routing uses operator skill records to ensure assignments are directed only to operators with the required competency.
Which operator record property in Pega defines the workgroups an operator belongs to for routing purposes?
Answer: Operator workgroup
The Operator workgroup property associates an operator with one or more workgroups, determining which work queues they can access.
What is the purpose of the 'Route to current operator' option in an assignment shape?
Answer: Routes to the operator who is currently logged in and processing the flow
Route to current operator assigns the task to the operator who is currently running the flow, keeping work with the same person.
A Pega application uses 'Push' assignment routing. How does this differ from 'Pull' routing?
Answer: Push routing automatically assigns tasks to specific operators; pull routing lets operators choose from a queue
Push routing proactively assigns work to a specific operator's worklist, while pull routing places work in a queue for any eligible operator to claim.
A flow has two parallel assignments that must both complete before moving forward. Which flow shape should you use?
Answer: Split-Join shape
The Split-Join shape creates parallel branches and waits for all branches to complete before the flow proceeds to the next step.
Which Pega configuration determines the maximum urgency value an assignment can reach before it is automatically escalated?
Answer: SLA Passed Deadline interval settings
The Passed Deadline interval in an SLA rule defines the maximum urgency increment and can trigger escalation actions when surpassed.
Which report definition would help a manager see all assignments currently sitting in a specific work queue?
Answer: List report on Assign-Workbasket class filtered by work queue name
Assign-Workbasket stores open assignments routed to work queues, so a list report filtered by the work queue name shows current pending assignments.