CPSA Routing and Work Assignment 2

Question 1

A case must be routed to a specific operator's worklist every time a particular assignment is created. Which routing option should you configure?

Accepted Answer

Route to worklist

Answer

Route to work queue

Answer

Route to current operator

Answer

Route using business logic

Question 2

Which Pega rule type defines the goals and deadlines for completing an assignment and can trigger escalation actions?

Accepted Answer

Service Level Agreement (SLA)

Answer

Decision rule

Answer

Flow action

Answer

Data transform

Question 3

What happens to assignment urgency when the SLA 'Goal' interval is passed in Pega?

Accepted Answer

Urgency is increased by the configured increment

Answer

Urgency is reset to zero

Answer

The assignment is automatically completed

Answer

The case is escalated to a manager's worklist

Question 4

A work queue is best described as:

Accepted Answer

A shared task list accessible by a group of operators

Answer

A personal task list belonging to one operator

Answer

A log of completed assignments

Answer

A set of routing rules for a flow

Question 5

Which routing option dynamically evaluates a business rule or decision table at runtime to determine the assignment destination?

Accepted Answer

Route using business logic

Answer

Route to worklist

Answer

Route to work queue

Answer

Route to current operator

Question 6

A CSR wants to reassign an assignment from their worklist to another operator. What Pega feature supports this?

Accepted Answer

Transfer button in the portal

Answer

SLA escalation action

Answer

Pega Knowledge

Answer

Pulse messaging

Question 7

When configuring an assignment shape in Pega App Studio, which setting determines who receives the assignment?

Accepted Answer

Routing field

Answer

Subject field

Answer

Status field

Answer

Priority field