CPSA CPSA Reporting, SLAs and Performance 1 — Questions and Answers
Question 1: In Pega, what is the primary purpose of a Service Level Agreement (SLA) rule?
- To define data storage limits for a case
- To set time-based deadlines and escalation actions for assignments or cases (Correct answer)
- To configure integration timeouts for external services
- To schedule batch processing jobs
Correct answer: To set time-based deadlines and escalation actions for assignments or cases
SLA rules in Pega define goal, deadline, and passed-deadline intervals, triggering escalation actions such as reassignment or notifications when time thresholds are breached.
Question 2: Which Pega SLA interval fires first when a work item is created?
- Deadline
- Passed Deadline
- Goal (Correct answer)
- Urgency threshold
Correct answer: Goal
The Goal interval is the first milestone in a Pega SLA, representing the desired completion time before escalation begins.
Question 3: In Pega, which rule type is used to create a list report that retrieves case data from the database?
- Summary Report
- List View (Correct answer)
- Data Page
- Declare Index
Correct answer: List View
List View rules in Pega define report queries that retrieve rows of case or data object information from the Pega database for display or export.
Question 4: What does the 'Urgency' property represent in a Pega work item?
- The SLA rule name assigned to the case
- A numeric value (0–100) indicating how urgently a work item needs attention (Correct answer)
- The number of days remaining before deadline
- The priority tier set by the case manager
Correct answer: A numeric value (0–100) indicating how urgently a work item needs attention
Urgency is a numeric value from 0 to 100 that Pega uses to sort work queues; SLA escalations increment urgency to promote overdue items to the top of the queue.
Question 5: Which Pega feature allows a report definition to be reused across multiple applications with different filters applied at runtime?
- Report categories with parameterized filters (Correct answer)
- Separate report rules per application
- Data pages with report source
- Clipboard page aggregation
Correct answer: Report categories with parameterized filters
Pega Report Definitions support parameterized filters, allowing the same report rule to return different data sets based on runtime inputs.
Question 6: In Pega, where are SLA escalation actions (such as sending a notification or reassigning work) defined?
- Within the SLA rule's Goal, Deadline, and Passed Deadline sections (Correct answer)
- In a separate Escalation Manager rule
- In the flow diagram as a separate path
- In the operator's work queue configuration
Correct answer: Within the SLA rule's Goal, Deadline, and Passed Deadline sections
Each interval (Goal, Deadline, Passed Deadline) in a Pega SLA rule has its own escalation section where you define actions like notifications, urgency changes, or routing.
CPSA CPSA Reporting, SLAs and Performance 1
In Pega, what is the primary purpose of a Service Level Agreement (SLA) rule?