Routing and Work Assignment Flashcards
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Read the first 7 Routing and Work Assignment flashcards as text
A Pega architect configures a Router shape in a flow. What is the primary purpose of the Router shape?
Answer: To evaluate conditions and direct flow execution to one of several paths
The Router shape evaluates a when condition or decision table to determine which connector path the flow should follow.
Which Pega feature enables a manager to view and redistribute all assignments across their team's work queues in real time?
Answer: Work queue manager view / Manager portal queue tools
Pega's Manager portal provides work queue management tools that allow managers to see, filter, and reassign assignments across their team.
An assignment is routed to a work queue, but no operator processes it for 8 hours. Which SLA action can automatically route the assignment to a different operator?
Answer: Deadline or Passed Deadline action: reassign to another operator or work queue
An SLA Deadline or Passed Deadline action can invoke a flow action or activity to reassign the assignment to another operator or escalation queue.
Which configuration in Pega allows a single assignment to be routed to multiple operators in parallel, all working simultaneously?
Answer: A Split shape creating parallel flow branches, each with its own assignment shape
A Split shape fans the flow into parallel branches, each containing its own assignment shape, allowing multiple operators to work concurrently.
A Pega developer wants to ensure that whenever an assignment is created, the 'Priority' field from the case is used to set the initial urgency. Which approach is most appropriate?
Answer: Configure a pre-processing data transform on the assignment shape to map the Priority field to urgency
A pre-processing data transform on the assignment shape can map case data such as a Priority field to the assignment's pyUrgencyAssign property before it is created.
Which Pega construct allows you to define a reusable set of routing logic that can be referenced by multiple assignment shapes across different case types?
Answer: A router activity or decision rule referenced in business logic routing
A reusable decision rule or activity that encapsulates routing logic can be referenced in the 'Route using business logic' option across multiple assignment shapes.
What is the recommended Pega best practice when a case requires human review AND an automated system check before proceeding?
Answer: Place both in parallel using a Split-Join so they execute simultaneously
A Split-Join shape allows the human review assignment and the automated Utility shape to run in parallel, reducing total case cycle time.