CPSA Application Design & Case Management 3 — Questions and Answers
Question 1: In Pega SLA configuration, what is the difference between a 'Goal' and a 'Deadline'?
- Goal triggers an alert notification; Deadline auto-resolves the case
- Goal is the target completion time; Deadline is the maximum allowed time before escalation (Correct answer)
- Goal applies to assignments; Deadline applies only to whole cases
- Goal is set by operators; Deadline is set automatically by Pega
Correct answer: Goal is the target completion time; Deadline is the maximum allowed time before escalation
The Goal is the desired completion time, while the Deadline is the hard limit that triggers an escalation action if exceeded.
Question 2: A Pega architect needs cases to be automatically reassigned to a manager when an SLA deadline is passed. Which SLA field configures this behavior?
- Passed Goal Action
- Passed Deadline Action (Correct answer)
- Urgency Adjustment
- Escalation Route
Correct answer: Passed Deadline Action
The Passed Deadline Action defines what Pega does automatically—such as reassigning or notifying—when the deadline threshold is exceeded.
Question 3: What is a Workbasket in Pega, and how does it differ from a Worklist?
- A Workbasket is a personal queue; a Worklist is a shared team queue
- A Workbasket is a shared queue for a group; a Worklist is a personal queue for an individual operator (Correct answer)
- A Workbasket stores resolved cases; a Worklist stores active cases
- A Workbasket is configured in Dev Studio only; a Worklist is in App Studio only
Correct answer: A Workbasket is a shared queue for a group; a Worklist is a personal queue for an individual operator
Workbaskets are shared assignment queues for groups or teams, while Worklists are personal queues assigned to individual operators.
Question 4: Which routing option sends an assignment to the operator who last worked on the case?
- Round-robin routing
- Skillset-based routing
- Route to current operator (Correct answer)
- Route to work queue
Correct answer: Route to current operator
The 'Route to current operator' option reassigns the task to whoever most recently worked on the case.
Question 5: How does Pega calculate urgency for an assignment?
- It is set once at case creation and never changes
- It is the sum of the initial urgency plus adjustments from SLA goal and deadline breaches (Correct answer)
- It is determined solely by the operator's role and access group
- It is recalculated only when a manager manually changes it
Correct answer: It is the sum of the initial urgency plus adjustments from SLA goal and deadline breaches
Pega urgency is a numeric value that starts at an initial setting and increases as SLA goal and deadline thresholds are passed.
Question 6: In Pega, what is the effect of setting 'Wait for all' on a parallel process (Split-And-Join)?
- Only the fastest branch result is used; others are discarded
- All parallel branches must complete before the case continues past the join (Correct answer)
- The case automatically resolves if any branch fails
- Branches run sequentially rather than in parallel
Correct answer: All parallel branches must complete before the case continues past the join
A Split-And-Join with 'Wait for all' ensures every parallel branch finishes before the flow proceeds past the join shape.
Question 7: A case is routed to a workbasket but no operator picks it up before the SLA goal. What Pega mechanism can automatically pull the case to a specific operator?
- Case locking
- Escalation via Passed Goal Action on the SLA rule (Correct answer)
- Data propagation rule
- Access role override
Correct answer: Escalation via Passed Goal Action on the SLA rule
The Passed Goal Action in an SLA rule can be configured to route the case to a specific operator or manager when the goal time is exceeded.
CPSA Application Design & Case Management 3
In Pega SLA configuration, what is the difference between a 'Goal' and a 'Deadline'?