PEGACPBA74V1 Online Practice Questions and Answers

In the following partial case life cycle, a manager must contact a job applicant to schedule an interview. The interview should be scheduled within 2 business days after the manager qualifies the applicant, although 1 business day is preferable.

To meet this requirement, you apply a goal and deadline to the ______________.

A. Case type

B. Schedule Interview process

C. Interview stage

D. Schedule Interview step

A car rental company provides luxury cars in certain geographical locations. According to policy, the rental request for luxury car must be processed by an agent who is trained to rent luxury cars. Which routing approach do you use?

A. Route the request to a manager who assigns the agent.

B. Route requests to a skilled work group.

C. Route to a skilled member of a work group.

D. Route to a work group based on the location.

YOU are developing a car maintenance application for a car service center. Specific services are performed by different teams. Example services are oil changes, tire rotations, and windshield wiper inspections. Which two configuration options perform the correct assignment routing? (Choose Two)

A. Configure all assignments to route to the service manager who then assigns the tasks to the specific team.

B. Configure routing to use business logic to assign tasks to the appropriate team using the type of service.

C. Configure single level approval routing to a supervisor who assigns the task to the specific team.

D. Configure routing to a skilled work group using the appropriate skill parameters for the selected service.

A home loan application requires application the legal team manager and the Finance team manager. The Legal team manager must approve before the Finance team manager. How do you configure this requirement?

A. Create an approval step with cascading approval.

B. Apply business logic to route a single assignment in the correct order.

C. Route an assignment to a work queue where both roles have access.

D. Create an approval process for each manager in parallel.

As part of a purchase order case, after someone completes a purchase, a confirmation email is sent. How do you design the case life cycle to send the email?

A. As part of the case configuration

B. As part of the stage configuration

C. As a separate process step

D. As an alternate stage

Using the following Refund case life cycle, how do you design this case to skip the Item Return stage if the item will not be returned?

A. Add an Item Retention alternate stage and define a process for retention of item.

B. Add a decision in the Item Return process to change the stage when a return is not necessary.

C. Add a condition to skip the Item Return stage when a return is not necessary.

D. Replace the Wait step in the Item Return stage with a Change Stage step.

In a help desk application, you have the following requirement: The Customer Support Representative must response to a help desk ticket within 4 hour after a customer submits a ticket.

Where do you configure the service level to meet this requirement?

A. The stage

B. The step

C. The case type

D. The process

In a case which tracks requests for auto loans, a requirement states: Customers should be able to modify contact information at any time during the processing of the case. Contact information changes must not alter or interrupt the primary flow of the case.

Which option meets the needs of this requirement?

A. Add an assignment to the case life cycle.

B. Add an alternate stage to the case life cycle.

C. Add a stage with a start condition to the case workflow.

D. Add an optional action to the case workflow.

After an auto accident claim is submitted, a claims adjuster is assigned to the case. The claims adjuster reviews the policy of the claimant to verify coverage. The claims adjuster then begins an accident investigation. If the claim is denied, an appeals process is initiated. When the investigation is complete, a determination of fault is made, and then the accident claim is settled. Select the case life cycle design that most closely follows the guidelines for identifying and naming stages. A

B

D

A. Option A

B. Option B

C. Option C

D. Option D

Consider the following user story:

As a customer, I want to the able to cancel an open service request at any time.

Select the configuration option that satisfies the user story.

A. Add a stage-only action to each stage in the case life cycle

B. Configure the Cancel button on the user views to resolve the case.

C. Add a case wide action to the case life cycle.

D. Add an alternate stage to the case life cycle.