PEGACPBA74V1 Online Practice Questions and Answers

DRAG DROP

Select each application design requirement on the left and drag it to the appropriate design approach on the right.

Select and Place:

A purchase request case is created by an employee. After submitting, the case is assigned to the manager for review. If approved, the case is assigned to the Accounts Payable department where an agent will review and, pending audit, will approve payment.

To determine what type of routing to apply to each assignment, what question do you ask yourself?

A. Is any special correspondence needed?

B. Can the work be delegated to other users?

C. How long does the work take to complete?

D. Who should do the work?

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

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.

A car rental company provides luxury cars in certain geographical locations. According to policy, the rental request for luxury car must be processed by an agent who is trained to rent luxury cars. Which routing approach do you use?

A. Route the request to a manager who assigns the agent.

B. Route requests to a skilled work group.

C. Route to a skilled member of a work group.

D. Route to a work group based on the location.

A manager has reviewed u case- und has decided to increase the case urgency and escalate to MR. MR must review and respond wdliwi four business hours. Which three configuration options are deeded 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.

In a help desk application, you have the following requirement: The Customer Support Representative must response to a help desk ticket within 4 hour after a customer submits a ticket.

Where do you configure the service level to meet this requirement?

A. The stage

B. The step

C. The case type

D. The process

After an auto accident claim is submitted, a claims adjuster is assigned to the case. The claims adjuster reviews the policy of the claimant to verify coverage. The claims adjuster then begins an accident investigation. If the claim is denied, an appeals process is initiated. When the investigation is complete, a determination of fault is made, and then the accident claim is settled. Select the case life cycle design that most closely follows the guidelines for identifying and naming stages. A

B

D

A. Option A

B. Option B

C. Option C

D. Option D

Consider the following scenario:

An employee submits a request to purchase equipment. The request is sent to the manager for review. If approved, the request is forwarded to the Fulfillment department.

How do you name the step where the request is sent to the manager?

A. Approve Employee Request

B. Review Request

C. Manager Approves Request

D. Request Approval

Consider the following scenario:

*During the Interview process for a Job Application case, an administrative assistant selects the date and location of the interview.

*Next, an email invitation is sent to the candidate.

*During the interview, the hiring manager captures notes from the discussion.

*Finally, the candidate is assigned a technical exercise and the results are added to the case.

Select two step names that follow the guidelines for identifying and naming the steps in the process. (Choose Two)

A. Schedule Interview

B. Notify Candidate

C. Ask Questions

D. Technical Exercise