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You are asked to create a visualization that allows managers in the Customer Service division to track the number and status of Customer Support Request cases submitted over the last 30 days.
What is the process that you follow to create this visualization?
To create a visualization that allows managers to track the number and status of Customer Support Request cases submitted over the last 30 days, follow these steps:
Open the Explore data landing page: This page allows you to create and explore data visualizations.
Create a new insight: Insights help you visualize and analyze data trends and metrics.
Pega Academy: Data Exploration and Visualization
Pega Documentation: Creating Insights
...event center has a case type that allows customers to book a dining room for events. After customers provide basic information and indicate whether they want catering for the event, the following behavior occurs:
If customers do not ask for catering, they receive a rental rate quote for the dining room.
If customers indicate that they want catering for the event, they must choose a menu before they can receive a quote.
Which two options do you use to configure the case type to achieve the requested behavior? (Choose Two)
To achieve the requested behavior in the event center case type:
Create a checkbox for customers to indicate whether they want catering for the event. This allows customers to specify their preference for catering.
Add a decision shape to evaluate whether the customer has checked the catering checkbox. Based on this decision, the case will either proceed to provide a rental rate quote or prompt the customer to choose a menu before receiving a quote.
Configure the menu preferences and appointment date fields with a visibility condition that displays these fields only if the customer selects the catering checkbox. This ensures that customers who do not want catering do not see these fields, streamlining the process.
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?
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.
Pega Academy: Assignments and Routing
Pega Documentation: Using Business Logic for Assignment Routing
A survey is sent to a customer via email.
Who do you configure a solution to ensure the email includes the case ID for the survey?
The Insert Property feature in the Send email step allows you to include dynamic data, such as the case ID, directly into the email body. This ensures that the case ID is automatically included in the email without requiring manual entry or additional processes. By configuring the Send email step to use the Insert Property feature, you can ensure that the case ID is included in the survey email sent to the customer.
Which project nears the end of the Prepare phase, you prepare the project plan for review with your development team, two elements does the project plan include? (Choose Two)
As a project nears the end of the Prepare phase, the project plan should include:
B . Epics and user stories:
These are essential for defining the work to be done in future sprints. They provide detailed descriptions of the functionality and requirements that need to be developed and tested.
C . RAID log (Risks, Actions, Issues, and Decisions):
This log is critical for tracking potential risks, ongoing actions, issues that need resolution, and decisions made during the project. It helps in managing and mitigating risks and ensures that the project stays on track.
Pega Academy: Project Planning and Management
Pega Documentation: Prepare Phase Activities and Deliverables
