CPSA Application Design & Case Management 3

Question 1

In Pega SLA configuration, what is the difference between a 'Goal' and a 'Deadline'?

Accepted Answer

Goal is the target completion time; Deadline is the maximum allowed time before escalation

Answer

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?

Accepted Answer

Passed Deadline Action

Answer

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?

Accepted Answer

A Workbasket is a shared queue for a group; a Worklist is a personal queue for an individual operator

Answer

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?

Accepted Answer

Route to current operator

Answer

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?

Accepted Answer

It is the sum of the initial urgency plus adjustments from SLA goal and deadline breaches

Answer

Pega urgency is a numeric value that starts at an initial setting and increases as SLA goal and deadline thresholds are passed.

(CPSA) Certified Pega System Architect Practice Test