CPSA CPSA Reporting, SLAs and Performance 2 — Questions and Answers
Question 1: What is the difference between a 'Summary Report' and a 'List View' in Pega reporting?
- Summary reports show aggregated/grouped data; List Views show individual rows (Correct answer)
- Summary reports are only for admin users; List Views are for all users
- Summary reports run in real time; List Views are cached
- There is no difference — they are interchangeable
Correct 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.
Question 2: Which Pega mechanism automatically updates a searchable index when case data changes, enabling fast report queries?
- Declare Index (Correct answer)
- Data Transform
- Declare Expression
- Summary Report rule
Correct 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.
Question 3: In Pega, what is the purpose of the 'Report Browser' in the operator portal?
- To let operators build new reports from scratch
- To provide a self-service interface where operators can run and filter existing reports (Correct answer)
- To schedule report delivery via email
- To export database backups
Correct 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.
Question 4: Which setting in a Pega SLA rule controls how much the urgency value increases per unit of time during the Deadline interval?
- Urgency increment per interval unit (Correct answer)
- Urgency ceiling
- Deadline offset multiplier
- Goal urgency floor
Correct 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.
Question 5: What is the recommended approach in Pega to display key performance indicators (KPIs) on a manager dashboard using live case data?
- Hard-coded HTML tables
- Summary Reports embedded in a Dashboard harness section (Correct answer)
- External BI tools only
- Clipboard page with static data
Correct 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.
Question 6: In Pega, which property is commonly used as the basis for SLA deadline calculations when business hours must be respected?
- pxCreateDateTime with a calendar rule offset (Correct answer)
- pyWorkPage.CreateTime
- pxDeadlineTime set manually in a Data Transform
- SLAStartTime from the operator profile
Correct 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.
CPSA CPSA Reporting, SLAs and Performance 2
What is the difference between a 'Summary Report' and a 'List View' in Pega reporting?