You have been asked to create a pie chart that shows the number of cases each manager has created. A list report contains columns for manager name, case ID, and office.
How do you configure the list report in order to create the pie chart?
- A . Summarize the manager name column.
- B . Group the manager name column.
- C . Group the case ID column.
- D . Summarize the case ID column.
A list report includes columns for purchase requests and regional cost centers. A manager wants the report to show the total number of purchase requests for each of the regional cost centers.
How do you configure the report definition?
- A . Use the purchase requests column to group the cost centers.
- B . Filter the results so that only cost center and purchase requests are included in the report.
- C . Summarize the regional cost centers by count.
- D . Summarize the purchase request column by count.
You have created a new report that contains a list of employees, hire dates, and managers. You have been asked to display each manager in a row. Beneath each manager row, you must list the employees of the manager and their hire dates.
How do you support this request?
- A . Summarize the manager column.
- B . Sort the manager column.
- C . Group the manager column.
- D . Filter the manager column.
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 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.
You are developing a car maintenance application for a car service center. Specific services are performed by different teams. Example services are oil changes, tire rotations, and windshield wiper inspections.
Which two configuration options perform the correct assignment routing? (Choose two.)
- A . Configure all assignments to route to the service manager who then assigns the tasks to the specific team.
- B . Configure routing to use business logic to assign tasks to the appropriate team using the type of service.
- C . Configure single level approval routing to a supervisor who assigns the task to the specific team.
- D . Configure routing to a skilled work group using the appropriate skill parameters for the selected service.
In the following partial case life cycle, a manager must contact a job applicant to schedule an interview. The interview should be scheduled within 2 business days after the manager qualifies the applicant, although 1 business day is preferable.
To meet this requirement, you apply a goal and deadline to the ___________________.
- A . Case type
- B . Schedule Interview process
- C . Interview stage
- D . Schedule Interview step
A manager has reviewed a case and has decided to increase the case urgency and escalate to HR. HR must review and respond within four business hours.
Which three configuration options are needed 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.
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.
When processing an auto accident claim, the system requires three approvals: Approval from the adjuster who inspected the car, approval from the medical administrator who provided medical care to the insured, and approval from the insurance agent who verified the claim.
How do you implement this requirement so each approver can work independently?
- A . Create three assignments and route to the appropriate approver.
- B . Create an approval step with cascading approval.
- C . Route to a workbasket where all three roles have access.
- D . Create business logic to route to the different approvers.
B
Explanation:
Reference https://community.pega.com/knowledgebase/articles/route-cases-approval-cascading-approvalsmart-shape
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.
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.
In a purchase order case the vendor assigned might not respond to a customer’s query in the desired amount of time required by policy. The vendor must respond within the time required according to policy.
Both the vendor and customer should be notified at each milestone.
To satisfy this requirement, create a service level that specifies two of the following options. (Choose two.)
- A . Set the goal to be the required response time based on policy and sent notifications to both parties.
- B . Set the deadline to be the desired response time based on policy and sent notifications to both parties.
- C . Set the deadline to be the required response time based on policy and sent notifications to both parties.
- D . Set the goal to be the desired response time based on policy and sent notifications to both parties.
A survey is sent to a customer via email.
How do you configure a solution to ensure the email includes the case ID for the survey?
- A . Use the Insert Property feature of a Send Email step to add the case ID when composing the message dialog.
- B . Create a process using the Send Email step allowing representatives to quickly add the case ID to the email.
- C . Delegate a business rule so representatives can customize the email content as needed on a case-bycase basis.
- D . Create a required field for the case ID that must be entered by a user during the case process prior to sending the survey.
How do you adjust the urgency of an aging assignment to increase the likelihood that the assignment is completed before the deadline?
- A . Apply an urgency adjustment to the goal interval.
- B . Apply an urgency adjustment to the deadline interval.
- C . Adjust the default assignment urgency.
- D . Add an escalation action to the interval.
B
Explanation:
Reference https://community1.pega.com/community/pega-academy/question/using-slas-C-urgencyassignments-0
A home loan application requires approvals from the Legal team manager and the Finance team manager. The Legal team manager must approve before the Finance team manager.
How do you configure this requirement?
- A . Create an approval step with cascading approval.
- B . Apply business logic to route a single assignment in the correct order.
- C . Route an assignment to a work queue where both roles have access.
- D . Create an approval process for each manager in parallel.