CPSA Routing and Work Assignment 2 — Questions and Answers
Question 1: A case must be routed to a specific operator's worklist every time a particular assignment is created. Which routing option should you configure?
- Route to work queue
- Route to worklist (Correct answer)
- Route to current operator
- Route using business logic
Correct answer: Route to worklist
Route to worklist directs the assignment to a specific named operator's personal task list.
Question 2: Which Pega rule type defines the goals and deadlines for completing an assignment and can trigger escalation actions?
- Decision rule
- Service Level Agreement (SLA) (Correct answer)
- Flow action
- Data transform
Correct answer: Service Level Agreement (SLA)
A Service Level Agreement (SLA) rule sets goal, deadline, and passed-deadline intervals with associated urgency changes and actions.
Question 3: What happens to assignment urgency when the SLA 'Goal' interval is passed in Pega?
- Urgency is reset to zero
- Urgency is increased by the configured increment (Correct answer)
- The assignment is automatically completed
- The case is escalated to a manager's worklist
Correct answer: Urgency is increased by the configured increment
When the Goal interval passes, Pega increases the assignment's urgency by the configured increment value defined in the SLA.
Question 4: A work queue is best described as:
- A personal task list belonging to one operator
- A shared task list accessible by a group of operators (Correct answer)
- A log of completed assignments
- A set of routing rules for a flow
Correct answer: A shared task list accessible by a group of operators
A work queue is a shared list where multiple operators in a workgroup can pick up and process available assignments.
Question 5: Which routing option dynamically evaluates a business rule or decision table at runtime to determine the assignment destination?
- Route to worklist
- Route to work queue
- Route using business logic (Correct answer)
- Route to current operator
Correct answer: Route using business logic
Route using business logic evaluates a when rule or decision rule at runtime to select the appropriate operator or work queue.
Question 6: A CSR wants to reassign an assignment from their worklist to another operator. What Pega feature supports this?
- Transfer button in the portal (Correct answer)
- SLA escalation action
- Pega Knowledge
- Pulse messaging
Correct answer: Transfer button in the portal
The Transfer button in the Pega portal allows an operator to reassign an open assignment to another operator or work queue.
Question 7: When configuring an assignment shape in Pega App Studio, which setting determines who receives the assignment?
- Subject field
- Routing field (Correct answer)
- Status field
- Priority field
Correct answer: Routing field
The Routing field in the assignment shape specifies how and to whom the assignment is directed (worklist, work queue, or business logic).
CPSA Routing and Work Assignment 2
A case must be routed to a specific operator's worklist every time a particular assignment is created.
Which routing option should you configure?