PEGAPCBA84V1 Online Practice Questions and Answers

In a purchase order case the vendor assigned might not respond to a customer 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 send notifications to both parties.

B. Set the deadline to be the required response time based on policy and send notifications to both parties.

C. Set the deadline to be the desired response time based on policy and sends notifications to both parties.

D. Set the goal to be the desired response time based on policy and send notifications to both parties.

Choose two use cases that require the configuration of conditional paths within the case type. (Choose Two)

A. A catering booking application requires customers to enter information about expected party size, event date, and event time. When customers submit the information, the catering company sends a confirmation email.

B. An application requires customers to specify the type of request from a drop-down list. The request routes to the appropriate department work queue. A user with access to the work queue processes the case through fulfillment.

C. A shopping application requires a guest to fill out payment information. A user who enters a membership number skips the payment information step.

D. A scholarship eligibility application requires students to enter standardized test scores. Students with qualifying test scores can schedule an interview. Students without qualifying test scores receive a rejection email.

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 Return 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.

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 an optional process to each approval in the appropriate stage.

B. Configure a parallel process for each of the required approvals.

C. Configure a single cascading approval based on an authority matrix.

D. Add the manager approval to an alternate stage in the case life cycle.

A manager requests a report that contains the following columns: Create Date, Case ID, Create Operator, and Work Status. You must sort the cases so the case with the most recent create date appears at the top of the list. How do you design the report to support this requirement?

A. Select Highest to Lowest sort type for Create Date.

B. Select Lowest to Highest sort type for Create Date.

C. Make the Create Date the first column in the report.

D. Add a filter condition where Create Date is greater than the current date.

You are designing a medical claim case type and have the following requirement: Medical claims must be resolved within five days. To meet this requirement, you must set the____________. in the service level to five days.

A. deadline

B. priority

C. urgency

D. goal

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

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

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

C. Route requests to a skilled work group.

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

A software company wants customers to receive troubleshooting support easily. New customers prefer to get assistance by using a call center while more experienced customers prefer using the online company forum. Which three of the following statements are true? (Choose Three)

A. New customer obtains troubleshooting assistance by using a call center is a microjoumey

B. Experienced customer obtains troubleshooting assistance by using the online forum is a microjoumey

C. New customer obtains troubleshooting assistance by using a call center is a journey

D. Experienced customer obtains troubleshooting assistance by using the online forum is a journey

E. Customer obtains troubleshooting assistance is a journey

F. Customer obtains troubleshooting assistance is a microjoumey

Consider the following scenario:

A customer files a fraud complaint. The complaint is investigated by a customer service agent.

The customer service agent may request additional information from the customer.

The merchant is notified and given 15 days to dispute the fraud claim.

A. Option A

B. Option B

C. Option C

D. Option D

Which two situations require a data type? (Choose Two)

A. A Currency drop-down is populated with values from an external system of record.

B. Patient medical history is accessed from and written to an external system of record.

C. A Work preference picklist is populated with two values: Full time and Part time.

D. A Date of account creation field is set to a default value of the current date.