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 Pega architect needs to send an assignment to a manager only when no operator with a 'Claims' skill is available. Which approach best supports this requirement?
Answer: Use a when rule in business logic routing to evaluate skill availability
Business logic routing via a when rule or decision table can evaluate operator availability and skills to conditionally route to a fallback manager.
What is the effect of setting an assignment's 'Urgency' to a high value in Pega?
Answer: It causes the assignment to appear higher in the sorted task list
Higher urgency causes assignments to appear earlier in a sorted worklist or work queue, prioritizing them for operators.
A Pega flow includes a Utility shape that runs after an assignment completes. Where does flow execution resume after the Utility shape?
Answer: At the next connected shape in the flow
After a Utility shape executes its configured activity or data transform, the flow continues to the next shape connected by a connector.
Which Pega class stores open assignments that have been routed to an individual operator's worklist?
Answer: Assign-Worklist
Assign-Worklist stores assignments routed to individual operators, while Assign-Workbasket stores assignments routed to work queues.
A business requirement states that if an assignment is not completed within 4 hours, it should escalate to a supervisor. Which SLA interval triggers this escalation?
Answer: Deadline interval
The Deadline interval in an SLA rule represents the maximum acceptable time and is the appropriate point to trigger escalation actions to a supervisor.
To ensure assignments from a specific case type are only visible to operators with the 'Fraud' access role, a Pega architect should:
Answer: Configure operator access groups and roles to restrict work queue visibility
Access groups and roles control which operators can see and process assignments from specific work queues, enforcing data security and routing.
What does the 'Get Next Work' feature in Pega allow operators to do?
Answer: Automatically receive the highest-priority assignment from eligible work queues
Get Next Work automatically pulls the highest-urgency eligible assignment from configured work queues into the operator's worklist for processing.