QUESTION: 13

Life insurance company has satellite offices in various countries. Each satellite office has a work queue. Company policy requires that life insurance underwriting be signed to offices based on the policy owner's residential address.
Which routing approach supports this requirement?

Route the assignment to a specific underwriter based on business logic.
Route the assignment to the correct work queue by using an authority matrix.
Route the assignment to the correct work queue by using a reporting structure.
Route the assignment to the correct work queue based on business logic.

Answer(s): D

Explanation:

To route life insurance underwriting assignments to the correct satellite office based on the policy owner's residential address, using business logic is the most appropriate approach. This approach involves:
Define Routing Rules: Create decision rules or decision tables that map the policy owner's residential address to the corresponding satellite office's work queue. Implement Business Logic: Configure the routing step in the case type to use these decision rules. The business logic will determine the correct work queue based on the address. Route to Work Queue: The assignment is routed to the work queue of the satellite office that corresponds to the policy owner's residential address. This method ensures that each assignment is accurately directed to the appropriate office based on predefined business logic.

Reference:

Pega Academy: Assignments and Routing
Pega Documentation: Using Business Logic for Assignment Routing

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QUESTION: 14

You configure a service level to adjust assignment urgency to 100 when the goal interval lapses.
What does the assignment urgency impact the deadline and passed deadline intervals?

Urgency value remains at 100, but other service level processing continues.
Service level processing is halted until the assignment is completed.
The user is notified that the maximum urgency has been reached.
Urgency value continues to increment as configured.

Answer(s): A

Explanation:

When a service level (SLA) adjusts the assignment urgency to 100 upon the goal interval lapsing, the following impacts occur:
Urgency Value Adjustment: The urgency value of the assignment is set to 100, indicating high priority.
Continued SLA Processing: Other SLA processing, such as escalating actions and notifications, continues as configured.
Urgency Cap: The urgency value remains at 100, which is the maximum urgency, but this does not halt other service level processing.
Therefore, setting the urgency to 100 indicates maximum priority but allows for continued SLA

actions such as further escalation and notifications.

Reference:

Pega Academy: Service Level Agreements
Pega Documentation: SLA Urgency and Escalation Mechanisms

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QUESTION: 15

Managers want to create an environment in which peers exchange ideas about initiatives to retain employees,
Select the collaboration tool that best suites this type of communication.

Insights
Dashboards
Pulse
Spaces

Answer(s): D

Explanation:

Pega offers several collaboration tools, each suited for different types of communication and interaction. For an environment where peers exchange ideas about initiatives to retain employees, the best collaboration tool is "Spaces."
Spaces: This tool is designed for collaborative environments where team members can share ideas, discuss initiatives, and collaborate on projects.
Interactive Environment: Spaces provide a platform for ongoing discussions, file sharing, and real- time collaboration, making it ideal for exchanging ideas and initiatives.

Reference:

Pega Academy: Collaboration Tools
Pega Documentation: Using Spaces for Team Collaboration

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QUESTION: 16

DRAG DROP (Drag and Drop is not supported)
Select each Use Case on the left and drag it to the appropriate Automation on the right.

See Explanation section for answer.

Answer(s): A

Explanation:

Use Case: "A medical specialist completes their review of an insurance claim, and the system attaches the report to the case."
Automation: Create PDF
Use Case: "Employees of a financial services firm receive confirmation when they register for the required certification classes."
Automation: Send email
Use Case: "A Fraud department manager receives a mobile notification that an approval request is in their worklist."
Automation: Push notification
Use Case: "When an approver rejects an expense report, an employee can modify and resend the report for approval."
Automation: Change to a stage A medical specialist completes their review of an insurance claim, and the system attaches the report to the case.
Automation: Create PDF
Explanation In this use case, the system needs to generate a report that can be attached to the case. The appropriate automation for generating documents like reports is creating a PDF. This ensures the report is in a standardized, non-editable format that can be easily attached to the case.
Reference
Pega Platform Business Architect Essentials, Chapter on Case Design. Employees of a financial services firm receive confirmation when they register for the required certification classes.
Automation: Send email
Explanation This use case involves sending a confirmation to employees upon registration. The most suitable method for sending such confirmations is through an email. Email notifications ensure that the employee receives a record of their registration.

Reference:

Pega Platform Business Architect Essentials, Chapter on Notifications and Correspondence.
A Fraud department manager receives a mobile notification that an approval request is in their worklist.
Automation: Push notification
Explanation The manager needs to be alerted promptly about an approval request. Push notifications are ideal for this purpose as they provide real-time alerts directly to the mobile device.
Reference
Pega Platform Business Architect Essentials, Chapter on Mobile and Multi-Channel.
When an approver rejects an expense report, an employee can modify and resend the report for approval.
Automation: Change to a stage
Explanation When an expense report is rejected, the case needs to move back to a stage where the employee can modify and resubmit it. This involves changing the stage of the case to enable the necessary actions.

Reference
Pega Platform Business Architect Essentials, Chapter on Case Management and Workflow.

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