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 worklist directs the assignment to a specific named operator's personal task list.

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

A Service Level Agreement (SLA) rule sets goal, deadline, and passed-deadline intervals with associated urgency changes and actions.

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

When the Goal interval passes, Pega increases the assignment's urgency by the configured increment value defined in the SLA.

Question 4

A work queue is best described as:

Accepted Answer

A shared task list accessible by a group of operators

Answer

A work queue is a shared list where multiple operators in a workgroup can pick up and process available assignments.

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 using business logic evaluates a when rule or decision rule at runtime to select the appropriate operator or work queue.

(CPSA) Certified Pega System Architect Practice Test