CPSA - Certified Pega System Architect Routing and Work Assignment Questions and Answers

Question 1

An expense report case requires approval from the submitting employee's direct manager. The manager's operator ID is stored in the `.Employee.ManagerID` property on the case. Which routing configuration on the approval assignment is the most direct and appropriate way to send the task to the correct manager?

Accepted Answer

Route to a specific user, using the `.Employee.ManagerID` property.

Answer

Routing to a specific user (ToWorklist) is the most direct method when the operator ID of the intended recipient is known and available in a property on the case. Routing to a work queue is for a group of users. A decision table is overly complex for this simple requirement, and routing to the current user would send it back to the submitter.

Question 2

What is the primary purpose of a work queue in a Pega application?

Accepted Answer

To act as a shared inbox where a group of operators can retrieve and work on assignments.

Answer

A work queue (also known as a workbasket) is a shared basket or inbox of work. Assignments are placed in the queue, and any operator associated with that queue can retrieve and process an assignment. This allows for load balancing and ensures work is handled even if one specific operator is unavailable.

Question 3

A financial services company processes insurance claims in multiple languages. An incoming claim must be assigned to a claims processor who is fluent in the language of the claim and has experience with claims over $10,000. Which routing method is best suited for this requirement?

Accepted Answer

ToSkilledGroup

Answer

ToSkilledGroup is designed specifically for scenarios where assignments must be routed to a group of users who possess a specific set of skills (e.g., language proficiency, certification level, product knowledge). The system can then match the assignment's required skills with the skills defined on operator records.

Question 4

A customer service department has a team of 15 representatives who handle incoming inquiries. The goal is to distribute inquiries so that any available representative can work on the next incoming task. How should a System Architect configure the routing for these inquiry assignments?

Accepted Answer

Route to a single work queue that all 15 representatives can access.

Answer

Routing to a single work queue is the standard Pega design pattern for distributing work among a team of users who share the same role. This allows for load balancing and ensures that work is handled efficiently as representatives become available. Routing to everyone's worklist would create duplicate work and confusion.

Question 5

Which statement best describes the fundamental difference between routing an assignment to a user's worklist versus a work queue?

Accepted Answer

A worklist is a personal queue for a specific operator, while a work queue is a shared queue for a group of operators.

Answer

This is the core distinction. A worklist is an individual's personal inbox of assignments directed specifically to them. A work queue is a team-based inbox where any member of the associated group can retrieve an assignment to work on.

(CPSA) Certified Pega System Architect Practice Test

(CPSA) Certified Pega System Architect Practice Test

CPSA - Certified Pega System Architect Routing and Work Assignment Questions and Answers