CPSA CPSA Reporting, SLAs and Performance

Question 1

In Pega, what is the primary purpose of a Service Level Agreement (SLA) rule?

Accepted Answer

To set time-based deadlines and escalation actions for assignments or cases

Answer

SLA rules in Pega define goal, deadline, and passed-deadline intervals, triggering escalation actions such as reassignment or notifications when time thresholds are breached.

Question 2

Which Pega SLA interval fires first when a work item is created?

Accepted Answer

Goal

Answer

The Goal interval is the first milestone in a Pega SLA, representing the desired completion time before escalation begins.

Question 3

In Pega, which rule type is used to create a list report that retrieves case data from the database?

Accepted Answer

List View

Answer

List View rules in Pega define report queries that retrieve rows of case or data object information from the Pega database for display or export.

Question 4

What does the 'Urgency' property represent in a Pega work item?

Accepted Answer

A numeric value (0–100) indicating how urgently a work item needs attention

Answer

Urgency is a numeric value from 0 to 100 that Pega uses to sort work queues; SLA escalations increment urgency to promote overdue items to the top of the queue.

Question 5

Which Pega feature allows a report definition to be reused across multiple applications with different filters applied at runtime?

Accepted Answer

Report categories with parameterized filters

Answer

Pega Report Definitions support parameterized filters, allowing the same report rule to return different data sets based on runtime inputs.

(CPSA) Certified Pega System Architect Practice Test

(CPSA) Certified Pega System Architect Practice Test

CPSA CPSA Reporting, SLAs and Performance