Free Pegasystems PEGACCA Exam Dumps Questions & Answers

Which one of the following is not a standard work pool/class group within CPM? (Choose One)

• A.  Service items
• B.  Quality review
• C.  Interactions
• D.  Satisfaction surveys

Which of the following would be important to know if you were evaluating the impact of potential process improvements on your company's business objectives? (Choose One)

• A.  The amount of time spent on each step of a service process (user time or wait time)
• B.  All of the above
• C.  The volume of interactions per period and the mix of interactions by reason
• D.  First call resolution rates and the reasons that trigger multiple calls

Which of the following steps is necessary in order to configure CPM portal search for an external data source (such as account data from a legacy system)? (Choose One)

• A.  Enable PRPC work indexing on your system
• B.  Modify the list view rule used for portal search to include your data source
• C.  Specify a search retrieval activity on the CPM data source rule

Which one of the following cannot be configured using the CPM Interaction Driver rule. (Choose One)

• A.  Whether or not offers are evaluated for an interaction
• B.  The order of task categories that is displayed during a customer interaction
• C.  Whether or not suggestions are evaluated for a particular task category
• D.  The logic criteria used to suggest a task or offer

Your company is implementing CPM to manage its customer service interactions which include new product orders, returns, repair requests, billing inquiries, etc. There are 25 request types in total. For the initial implementation, processing of these requests will be largely "capture and route"; where the CSR will capture details of the request and then it will be routed to another department to complete processing. In future implementations, process steps for each request type will be automated according to its frequency and priority. These automated steps will vary significantly by request type. Which design will give you maximum flexibility. (Choose One)

• A.  Create a single "general service item" work type that will be used for every service type. Add multiple Interaction Driver task entries for each request type that point to the general service item work type. In a future release, circumstance elements of the request process to vary by request type.
• B.  Create a new service item work type for each request type. Use a common workflow that is called by each service work type. In a future release, create workflows that are specific to each request type.