Free Pegasystems PEGACCA Exam Dumps Questions & Answers

In CPM, a "contact" refers to _______________? (Choose One)

• A.  Communication between a person and the organization
• B.  A person that is a customer, prospect, partner, or other third party
• C.  All of the above

Which of the following is NOT a coaching tip best practice? (Choose One)

• A.  For maximum impact, coaching tips should be assigned to a user for a short duration
• B.  The text of the coaching tip should be short and to the point
• C.  Coaching tips are a good way to provide instructions on what content should be entered in particular field
• D.  Coaching tips are a good way to reinforce training for a new process

True or False, A task can appear in more than one CPM Interaction Driver category.

• A.  False
• B.  True

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 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.
• B.  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.
• C.  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.

To configure the CPM interaction goal value, you would __________. (Choose One)

• A.  Modify the SLA rule for the interaction class
• B.  Modify the interaction goal Decision Table
• C.  Modify the Interaction Driver rule
• D.  Modify the Intent When rule linked to the Interaction Driver