Free Pegasystems PEGACCA Exam Dumps Questions & Answers

Your company is implementing CPM to manage the account services function and other public inquiries (such as literature requests, etc). The company has 5 different account types and 10 different account request types such as billing, shipping, etc. In their current system, CSRs first choose the account type then proceed to handle the request type. 75% of the steps used to process requests are the same for each account type and all request types are applicable to each account. Some areas such as entry screens and service levels vary by type of account. You have already configured interaction search and customer verification, and have configured the CPM composite area to display account details such as account type, status, recent transactions, etc. You must now design the Interaction Driver function. You have already created an Interaction Driver category, tasks, and service items to handle the general public inquiries. Which of the following is the best design for the account services functions? (Choose One)

• A.  Create Interaction Driver categories for each account type. Create a new CPM service item type for each account/request type combination and customize where differences exist.
• B.  Create an Interaction Driver task category for account services. Create a new service item type for each request type. Automatically populate the account type on the service item object from composite clipboard pages. Circumstance elements of service process where differences exist.
• C.  Create Interaction Driver categories for each request type (e.g., Billing, Shipping). Create new CPM service items for each account type, and then add Interaction Driver tasks so that each account type service item exists in each request type category. Circumstance elements of the service processes where differences exist.

True or False, CPM service processes can be completed (Resolved) during an interaction, or can remain open and continue processing after the interaction is completed.

• A.  False
• B.  True

Your business analyst has requested that you conditionally display tasks within the Interaction Driver depending on specific customer data. For example, only show Task A and Task B if the contact is the owner of the account. The best approach to accomplish this would be to______ . (Choose One)

• A.  Train users not to select the tasks for specific types of customers. Create a report to monitor compliance
• B.  Configure an Intent When rule and link it to the Intent Task for each task that should be conditionally displayed
• C.  Create a new task category that only appears if the customer data criteria condition is met. For example, "Account Owner Tasks"

True or False, For each individual CPM service item type, you can choose whether to use flow action-based dialog or assignment-based dialog.

• A.  False
• B.  True

Which one of the following CANNOT be configured using the CPM Configuration Tools Wizard? (Choose One)

• A.  Coaching tips
• B.  Association of knowledge content to a user screen
• C.  Dialog scripts
• D.  Suggested processes