PEGACCA Certified CPM Architect (CCA) Practice Exam Set 1

The CPM Interaction Driver is used to ____________________? (Choose One)


Options are :

  • Select and launch service processes for the customer (Correct)
  • Verify the customer
  • Identify the customer by name or account

Answer : Select and launch service processes for the customer

PEGACSSA-V6-2 Certified Senior System Architect (CSSA) Exam Set 4

The text that displays to the user as the task name within a CPM Interaction Driver category list is __________. (Choose One)


Options are :

  • The short description of the starting workflow for the service item
  • All of the above
  • The HeaderTitle field value that is defined within the service item class
  • The short description of the Intent Task rule (Correct)

Answer : The short description of the Intent Task rule

Your company is implementing CPM to manage the account services function and other public inquiries (such as literature requests, etc). The company has 5 different account types and 10 different account request types such as billing, shipping, etc. In their current system, CSRs first choose the account type then proceed to handle the request type. 75% of the steps used to process requests are the same for each account type and all request types are applicable to each account. Some areas such as entry screens and service levels vary by type of account. You have already configured interaction search and customer verification, and have configured the CPM composite area to display account details such as account type, status, recent transactions, etc. You must now design the Interaction Driver function. You have already created an Interaction Driver category, tasks, and service items to handle the general public inquiries. Which of the following is the best design for the account services functions? (Choose One)


Options are :

  • Create Interaction Driver categories for each request type (e.g., Billing, Shipping). Create new CPM service items for each account type, and then add Interaction Driver tasks so that each account type service item exists in each request type category. Circumstance elements of the service processes where differences exist.
  • Create an Interaction Driver task category for account services. Create a new service item type for each request type. Automatically populate the account type on the service item object from composite clipboard pages. Circumstance elements of service process where differences exist. (Correct)
  • Create Interaction Driver categories for each account type. Create a new CPM service item type for each account/request type combination and customize where differences exist.

Answer : Create an Interaction Driver task category for account services. Create a new service item type for each request type. Automatically populate the account type on the service item object from composite clipboard pages. Circumstance elements of service process where differences exist.

True or False, A task can appear in more than one CPM Interaction Driver category.


Options are :

  • False
  • True (Correct)

Answer : True

PEGACSSA PRPC v5.5 Certified Senior System Architect Exam Set 5

Your business analyst has requested that you conditionally display tasks within the Interaction Driver depending on specific customer data. For example, only show Task A and Task B if the contact is the owner of the account. The best approach to accomplish this would be to______ . (Choose One)


Options are :

  • Configure an Intent When rule and link it to the Intent Task for each task that should be conditionally displayed
  • Create a new task category that only appears if the customer data criteria condition is met. For example, “Account Owner Tasks” (Correct)
  • Train users not to select the tasks for specific types of customers. Create a report to monitor compliance

Answer : Create a new task category that only appears if the customer data criteria condition is met. For example, “Account Owner Tasks”

True or False, If more than one Intent When rule is associated with an Intent Task rule, they are evaluated using the logical condition “OR".


Options are :

  • True (Correct)
  • False

Answer : True

Which one of the following cannot be configured using the CPM Interaction Driver rule. (Choose One)


Options are :

  • Whether or not offers are evaluated for an interaction
  • The order of task categories that is displayed during a customer interaction
  • Whether or not suggestions are evaluated for a particular task category
  • The logic criteria used to suggest a task or offer (Correct)

Answer : The logic criteria used to suggest a task or offer

PEGACSA-v6-2 PEGA SYSTEM Certified System Architect CSA Test Set 5

True or False, CPM service processes can be completed (Resolved) during an interaction, or can remain open and continue processing after the interaction is completed.


Options are :

  • False
  • True (Correct)

Answer : True

To add a new task to an existing Interaction Driver category you would __________________. (Choose One)


Options are :

  • Add an Intent Task rule (Correct)
  • Add an Intent When rule
  • Update the Interaction Driver rule

Answer : Add an Intent Task rule

The class of the Intent Task rule determines _________________. (Choose One)


Options are :

  • The category in which the task will appear in the Interaction Driver (Correct)
  • All of the above
  • The class in which the task will execute

Answer : The category in which the task will appear in the Interaction Driver

PEGACSSA-v6-2 Certified Senior System Architect (CSSA) Exam Set 3

True or False, As a best practice, you should embed all CPM customer composite pages within the py Work Page of the service item/object.


Options are :

  • True
  • False (Correct)

Answer : False

PEGACMBB PRPC Certified Methodology Black Belt Practice Exam Set 1

Which of the following is NOT a best practice in CPM dialog management ________? (Choose One)


Options are :

  • Dialog rules should be contained in a separate Rule Set from other configuration such as flows and flow actions
  • CSRs should be encouraged to configure personal dialog scripts (Correct)
  • Dialog scripts should include references to customer data
  • Dialog scripts should contain “what to say”; not “what to do”

Answer : CSRs should be encouraged to configure personal dialog scripts

Which of the following statements about CPM Knowledge content is true? (Choose One)


Options are :

  • Can reference content that is stored on external systems
  • Is available via CPM portal search functions
  • Can be suggested based on logic
  • Can be directly associated to a flow/flow action
  • All of the above (Correct)

Answer : All of the above

True or False, Switching the CPM Composite “context” refers to conditionally displaying tabs based on customer data.


Options are :

  • False (Correct)
  • True

Answer : False

PEGACSA-v6-2 PEGA SYSTEM Certified System Architect CSA Test Set 11

Which of the following is a best practice for design of the CPM composite area? (Choose One)


Options are :

  • Data that is visible in the composite should never be repeated/duplicated in service item flow actions
  • Sections within composite tabs should allow for data edit/update
  • Composite tabs should be conditionally displayed based on the customer (Correct)

Answer : Composite tabs should be conditionally displayed based on the customer

To specify the numeric scoring values for a question within a quality review or customer satisfaction survey, choose one componet you would configure. (Choose One)


Options are :

  • None
  • The CPM survey rule form (Correct)
  • A decision tree or decision table rule
  • A map value rule

Answer : The CPM survey rule form

Which of the following is NOT a valid knowledge topic content type. (Choose One)


Options are :

  • Activity
  • URL (Correct)
  • File
  • Authored
  • HTML

Answer : URL

PEGACSSA-V6-2 Certified Senior System Architect (CSSA) Exam Set 6

True or False, For each individual CPM service item type, you can choose whether to use flow action-based dialog or assignment-based dialog.


Options are :

  • False (Correct)
  • True
  • None of the Above

Answer : False

Which of the following would you configure in order to specify the subset of properties that can be included within dialog scripts. (Choose One)


Options are :

  • Data source rule (Correct)
  • Map value rule within the dialog class
  • Decision table rule within the dialog class
  • Interaction driver rule

Answer : Data source rule

True or False, Flow-action-based dialog requires that a dialog rule be referenced from the assignment and flow action within the workflow diagram.


Options are :

  • False (Correct)
  • True

Answer : False

PEGACSSA-V6-2 Certified Senior System Architect (CSSA) Exam Set 2

True or False, A CPM service item that is started in one interaction channel (e.g., email), can be resolved during a subsequent interaction in a different channel (e.g., phone).


Options are :

  • True (Correct)
  • False

Answer : True

PEGACSSA-V6-2 Certified Senior System Architect (CSSA) Exam Set 3

The starting activity for a CPM service item should be saved in the ____________. (Choose One)


Options are :

  • Class of the service item (Correct)
  • Concrete service item class group
  • Interaction class
  • Updated

Answer : Class of the service item

True or False, A CPM service item object can be a “cover” (i.e., has a class that inherits from the Work-Cover- class).c


Options are :

  • True (Correct)
  • False

Answer : True

True or False, To maintain backward compatibility with future CPM releases, you should not override the workflows, flow actions, or sections used within CPM service items/processes.


Options are :

  • True
  • False (Correct)

Answer : False

PEGACSSA-V6-2 Certified Senior System Architect (CSSA) Exam Set 1

Which of the following would be important to know if you were evaluating the impact of potential process improvements on your company’s business objectives? (Choose One)


Options are :

  • The volume of interactions per period and the mix of interactions by reason
  • The amount of time spent on each step of a service process (user time or wait time)
  • First call resolution rates and the reasons that trigger multiple calls
  • All of the above (Correct)

Answer : All of the above

Which of the following rule types is not typically added when configuring a new CPM service item? (Choose One)


Options are :

  • Model
  • SLA
  • Flow
  • Hamess (Correct)

Answer : Hamess

Your company is implementing CPM to manage its customer service interactions which include new product orders, returns, repair requests, billing inquiries, etc. There are 25 request types in total. For the initial implementation, processing of these requests will be largely “capture and route”; where the CSR will capture details of the request and then it will be routed to another department to complete processing. In future implementations, process steps for each request type will be automated according to its frequency and priority. These automated steps will vary significantly by request type. Which design will give you maximum flexibility. (Choose One)


Options are :

  • Create a new service item work type for each request type. Use a common workflow that is called by each service work type. In a future release, create workflows that are specific to each request type. (Correct)
  • Create a single “general service item” work type that will be used for every service type. Add multiple Interaction Driver task entries for each request type that point to the general service item work type. In a future release, circumstance elements of the request process to vary by request type.

Answer : Create a new service item work type for each request type. Use a common workflow that is called by each service work type. In a future release, create workflows that are specific to each request type.

PEGACSSA-V6-2 Certified Senior System Architect (CSSA) Exam Set 5

You should minimize the number of comments fields used within service item screens because ______________. (Choose One)


Options are :

  • It is more difficult to report on data contained within comments than it is to report on data contained within named fields
  • Free form comments are hard to read and understand during subsequent customer interactions
  • All of the above (Correct)
  • Typing many comments impedes user productivity

Answer : All of the above

True or False, You should NOT run the CPM Service Process Accelerator to create a new service item if the PRPC Application Accelerator has been used to generate the new work type.


Options are :

  • True
  • False (Correct)

Answer : False

True or False, In most implementations, CPM becomes the system of record for customer information such as account data and financial account transactions.


Options are :

  • True
  • False (Correct)

Answer : False

PEGACDA71V1 Certified DCO Architect V7.1 Practice Exam Set 1

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