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| Section | Objectives |
|---|---|
| Topic 1: Case Management | - Designing case lifecycles and stages - Configuring SLAs, goals, deadlines, urgency |
| Topic 2: User Interface (UI) Design | - Configuring visibility and user experience components - Building user interfaces using sections and layouts |
| Topic 3: Data Modeling | - Defining data types and data pages - Mapping data to UI and application components |
| Topic 4: Application Development | - Understanding Pega architecture and rulesets - Managing class structures and rule reuse |
| Topic 5: Decisioning and Logic | - Configuring decision tables and decision trees - Implementing when rules and automated logic |
| Topic 6: Integration and Reporting | - Basic integration with external systems - Understanding reporting components |
1. In a claims application, customers can file home insurance claims. Each claim contains a list of items of loss.
Depending on circumstances, some claims are investigated for potential fraud in parallel to the actual claim process.
Which two entities would you model as case type? (Choose two.)
A) Items of loss
B) Claim
C) Customer
D) Fraud investigation
2. 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) Delegate a business rule so representatives can customize the email content as needed on a case-by case basis.
B) Use the Insert Property feature of a Send Email step to add the case ID when composing the message dialog.
C) Create a required field for the case ID that must be entered by a user during the case process prior to sending the survey.
D) Create a process using the Send Email step allowing representatives to quickly add the case ID to the email.
3. HOTSPOT
An online retailer creates a case type that processes and manages customer orders.
The checkout process has four steps:
1. Review Order: The customer reviews the items in order of add-to-cart selection and can adjust the quantity of each item and delete items to calculate and display the order total.
2. Select Shipping Option: The customer selects a shipping option to determine and display the shipping charge for their order.
3. Enter Delivery Address: The customer enters their delivery address to determine the sales tax, if applicable, and the application displays the calculated sales tax.
4. Enter Payment Information: The customer selects a payment option and confirms the grand total of the order.
For each calculation, identify the appropriate chaining option to maximize the performance.
4. A life insurance company satellite office in various countries. Each satellite office has its own queue. Company policy require that life insurance underwriting is assignment to office based on the resident of the policy owner .
Which routing approach supports this requirement?
A) Route the assignment to the correct work queue using an authority matrix.
B) Route the assignment to the correct work queue using skill-based routing.
C) Route the assignment to the correct work queue bawd on business logic.
D) Route the assignment to a specific underwrite based on business logic.
5. You have been asked to create a pie chart that shows the number of employees in each regional office, and the name of the manager in each office. A list report contains columns for Employee Name, Manager Name, and Office .
How do you configure the list report to create the pie chart?
A) Summarize the Employee Name column.
B) Summarize the Employee Name and Manager Name columns.
C) Group the Employee Name and Office columns.
D) Group the Employee Name column.
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: B | Question # 3 Answer: Only visible for members | Question # 4 Answer: C | Question # 5 Answer: A |
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