Application Design & Case Management Flashcards
7 cards from real CPSA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Application Design & Case Management flashcards as text
In Pega SLA configuration, what is the difference between a 'Goal' and a 'Deadline'?
Answer: Goal is the target completion time; Deadline is the maximum allowed time before escalation
The Goal is the desired completion time, while the Deadline is the hard limit that triggers an escalation action if exceeded.
A Pega architect needs cases to be automatically reassigned to a manager when an SLA deadline is passed. Which SLA field configures this behavior?
Answer: Passed Deadline Action
The Passed Deadline Action defines what Pega does automatically—such as reassigning or notifying—when the deadline threshold is exceeded.
What is a Workbasket in Pega, and how does it differ from a Worklist?
Answer: A Workbasket is a shared queue for a group; a Worklist is a personal queue for an individual operator
Workbaskets are shared assignment queues for groups or teams, while Worklists are personal queues assigned to individual operators.
Which routing option sends an assignment to the operator who last worked on the case?
Answer: Route to current operator
The 'Route to current operator' option reassigns the task to whoever most recently worked on the case.
How does Pega calculate urgency for an assignment?
Answer: It is the sum of the initial urgency plus adjustments from SLA goal and deadline breaches
Pega urgency is a numeric value that starts at an initial setting and increases as SLA goal and deadline thresholds are passed.
In Pega, what is the effect of setting 'Wait for all' on a parallel process (Split-And-Join)?
Answer: All parallel branches must complete before the case continues past the join
A Split-And-Join with 'Wait for all' ensures every parallel branch finishes before the flow proceeds past the join shape.
A case is routed to a workbasket but no operator picks it up before the SLA goal. What Pega mechanism can automatically pull the case to a specific operator?
Answer: Escalation via Passed Goal Action on the SLA rule
The Passed Goal Action in an SLA rule can be configured to route the case to a specific operator or manager when the goal time is exceeded.