CPSA Routing and Work Assignment 3 — Questions and Answers
Question 1: A manager wants assignments to be automatically distributed only to operators who have the 'Underwriting' skill. Which Pega feature supports this requirement?
- Work queue with no skill filter
- Skill-based routing using operator skill records (Correct answer)
- SLA deadline escalation
- Correspondence rules
Correct answer: Skill-based routing using operator skill records
Skill-based routing uses operator skill records to ensure assignments are directed only to operators with the required competency.
Question 2: Which operator record property in Pega defines the workgroups an operator belongs to for routing purposes?
- Operator role
- Operator access group
- Operator workgroup (Correct answer)
- Operator portal
Correct answer: Operator workgroup
The Operator workgroup property associates an operator with one or more workgroups, determining which work queues they can access.
Question 3: What is the purpose of the 'Route to current operator' option in an assignment shape?
- Routes to the operator who last processed any assignment in the case
- Routes to the operator who is currently logged in and processing the flow (Correct answer)
- Routes to the manager of the current operator
- Routes to the operator with the fewest open assignments
Correct answer: Routes to the operator who is currently logged in and processing the flow
Route to current operator assigns the task to the operator who is currently running the flow, keeping work with the same person.
Question 4: A Pega application uses 'Push' assignment routing. How does this differ from 'Pull' routing?
- Push routing lets operators pick any task; pull routing assigns tasks automatically
- Push routing automatically assigns tasks to specific operators; pull routing lets operators choose from a queue (Correct answer)
- Push routing sends email notifications; pull routing does not
- Push routing uses SLAs; pull routing bypasses SLAs
Correct answer: Push routing automatically assigns tasks to specific operators; pull routing lets operators choose from a queue
Push routing proactively assigns work to a specific operator's worklist, while pull routing places work in a queue for any eligible operator to claim.
Question 5: A flow has two parallel assignments that must both complete before moving forward. Which flow shape should you use?
- Split shape only
- Split-Join shape (Correct answer)
- Spinoff shape
- Router shape
Correct answer: Split-Join shape
The Split-Join shape creates parallel branches and waits for all branches to complete before the flow proceeds to the next step.
Question 6: Which Pega configuration determines the maximum urgency value an assignment can reach before it is automatically escalated?
- Assignment shape priority field
- SLA Passed Deadline interval settings (Correct answer)
- Workgroup capacity limit
- Data transform urgency cap
Correct answer: SLA Passed Deadline interval settings
The Passed Deadline interval in an SLA rule defines the maximum urgency increment and can trigger escalation actions when surpassed.
Question 7: Which report definition would help a manager see all assignments currently sitting in a specific work queue?
- Audit history report on Work-Cover-
- List report on Assign-Workbasket class filtered by work queue name (Correct answer)
- Summary report on Work-Party-
- List report on History-Work- class
Correct answer: List report on Assign-Workbasket class filtered by work queue name
Assign-Workbasket stores open assignments routed to work queues, so a list report filtered by the work queue name shows current pending assignments.
CPSA Routing and Work Assignment 3
A manager wants assignments to be automatically distributed only to operators who have the 'Underwriting' skill.
Which Pega feature supports this requirement?