Pegasystems CPBA PEGACPBA74V1 Questions & Answers

• Question 21:

  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

  Correct Answer: B

• Question 22:

  How do you provide users with guidance for completing a form and avoid the need for application training?

  A. Send a notification to the assigned user.

  B. Add an instruction to the assignment.

  C. Add an optional action to the case to explain the task.

  D. Add the corresponding step to an appropriate stage.

  Correct Answer: B

• Question 23:

  When an auto accident claim is resolved in the Resolve stage, email notifications must be sent automatically to the adjuster who inspected the car, to the insured party, and to the insurance agent who verified the claim. How do you configure the resolve process to support this requirement?

  A. Add a Send Email step as an optional action.

  B. Add a Send Email step and include all required parties.

  C. Route the email to all the recipients in a Collect Information step.

  D. Route an Approval step to the required parties.

  Correct Answer: B

• Question 24:

  An application allows consultants to enter their hours on a project on a weekly basis. Consultant hours must be approved by both their manager and the project supervisor. The approvals can be performed in any order. How do you configure the approvals in the application?

  A. Add the manager approval to an alternate stage in the case life cycle.

  B. Configure a parallel process for each of the required approvals.

  C. Add an optional process to each approval in the appropriate stage.

  D. Configure a single cascading approval based on an authority matrix.

  Correct Answer: B

• Question 25:

  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.

  Correct Answer: C

• Question 26:

  Select the characteristic used to identify candidate rules to be delegated to business users.

  A. Changing business conditions require that the rule be managed without IT intervention.

  B. Ownership of changes to delegated rules changes from work group to work group.

  C. Frequent changes are needed to continuously redefine the user experience.

  D. Changes to business conditions require that the rule be managed with IT intervention.

  Correct Answer: A

• Question 27:

  When applying for a credit limit increase, customers with standard credit cards must provide information in an Employment Information process. Requests from customers with Platinum credit cards automatically skip this process. What task do you perform to implement this requirement?

  A. In the Employment Information process add a custom condition to test the card type.

  B. In the Employment Information process add an Approve/Reject step to test the card type.

  C. In the Employment Information process add a card type true/false field to a user view.

  D. In the Employment Information process validate card type for continued processing.

  Correct Answer: A

• Question 28:

  An airline has the following requirement:

  A passenger requiring a service animal must document the type of animal, the size of the animal, and any relevant medical information the crew may need during the flight. The application prompts the passenger for this information when the

  passenger declares that they will travel with a service animal.

  How do you configure the case life cycle to meet this requirement?

  A. Configure a stage in the case life cycle for service animal accommodation and apply a stage validation condition.

  B. Add a process to the case life cycle for service animal accommodation and apply a condition to determine when to run the process.

  C. Apply an optional action to the appropriate stage to allow the passenger to provide the information as needed.

  D. Create a child case for service animal accommodation to automatically resolve unless the passenger requires the accommodation.

  Correct Answer: B

• Question 29:

  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

  Correct Answer: C

• Question 30:

  A manager has reviewed u case- und has decided to increase the case urgency and escalate to MR. MR must review and respond wdliwi four business hours. Which three configuration options are deeded to enable the manager to satisfy the requirements? (Choose Three)

  A. Provide notification to HR requesting urgency be increased.

  B. Provide a service level for the HR assignment.

  C. Provide escalation action to HR and resolve the case.

  D. Provide a field for urgency adjustment.

  E. Provide a local action to transfer the assignment to another queue.

  Correct Answer: BDE