CPSA CPSA Reporting, SLAs and Performance

Question 1

In Pega, what is the primary purpose of a Service Level Agreement (SLA) rule?

Accepted Answer

To set time-based deadlines and escalation actions for assignments or cases

Answer

To define data storage limits for a case

Answer

To configure integration timeouts for external services

Answer

To schedule batch processing jobs

Question 2

Which Pega SLA interval fires first when a work item is created?

Accepted Answer

Goal

Answer

Deadline

Answer

Passed Deadline

Answer

Urgency threshold

Question 3

In Pega, which rule type is used to create a list report that retrieves case data from the database?

Accepted Answer

List View

Answer

Summary Report

Answer

Data Page

Answer

Declare Index

Question 4

What does the 'Urgency' property represent in a Pega work item?

Accepted Answer

A numeric value (0–100) indicating how urgently a work item needs attention

Answer

The SLA rule name assigned to the case

Answer

The number of days remaining before deadline

Answer

The priority tier set by the case manager

Question 5

Which Pega feature allows a report definition to be reused across multiple applications with different filters applied at runtime?

Accepted Answer

Report categories with parameterized filters

Answer

Separate report rules per application

Answer

Data pages with report source

Answer

Clipboard page aggregation

Question 6

In Pega, where are SLA escalation actions (such as sending a notification or reassigning work) defined?

Accepted Answer

Within the SLA rule's Goal, Deadline, and Passed Deadline sections

Answer

In a separate Escalation Manager rule

Answer

In the flow diagram as a separate path

Answer

In the operator's work queue configuration