PEGACPBA24V1 Practice Questions

A.  

Employees submit expense reports. If expenses are less than USD1000, the Case is routed to the employee’s direct manager; otherwise, to the department manager.

B.  

Employees submit self-evaluations. If the manager finds it sufficient, the Case continues; if not, it routes back to the employee.

C.  

Customers place online orders, adding items, shipping, and payment information. Different teams handle fulfillment based on the department.

D.  

Customers submit high-priority support requests. If validated as severity 1, the Case routes to a high-priority CSR; otherwise, to the general CSR Work Group.

A.  

Use the Insert Property feature of a Send Email step to add the case ID when composing the message dialog

B.  

Create a required field for the case ID that must be entered by a user during the case process prior to sending the survey

C.  

Delegate a business rule so representatives can customize the email content as needed on a case-by-case basis

D.  

Create a process using the Send Email step allowing representatives to quickly add the case ID to the email

A.  

Urgency value remains at 100, but other service level processing continues.

B.  

Service level processing is halted until the assignment is completed.

C.  

The user is notified that the maximum urgency has been reached.

D.  

Urgency value continues to increment as configured.