PEGACCA Certified CPM Architect (CCA) Practice Exam Set 2

In order for service items/cases to be visible in CPM portal search results, ___________. (Choose One)


Options are :

  • The CPM data source rule must be configured as “portal search”
  • The service item work type must be listed on the Application rule (Correct)
  • Both of the above conditions must be met

Answer : The service item work type must be listed on the Application rule

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

Which of the following steps is necessary in order to configure CPM portal search for an external data source (such as account data from a legacy system)? (Choose One)


Options are :

  • Modify the list view rule used for portal search to include your data source
  • Specify a search retrieval activity on the CPM data source rule (Correct)
  • Enable PRPC work indexing on your system

Answer : Specify a search retrieval activity on the CPM data source rule

Your business analyst has requested that you suggest a process to a user during a customer interaction based on the % of other customer interactions in which this process was performed. For example, suggest a new claim process if more than 75% of customers with a similar profile also requested this process. To implement this request, you would __________________. (Choose One)


Options are :

  • Configure an Intent When rule that specifies a likelihood percentage (Correct)
  • Configure an Intent When rule that specifies an event type of claim
  • Configure a Case Match rule to look for claim items for similar customers

Answer : Configure an Intent When rule that specifies a likelihood percentage

Which one of the following statements about the CPM user interface is correct? (Choose One)


Options are :

  • Developers can use the PRPC Branding Wizard to modify or augment CPM portal styles
  • End users cannot view interaction cases (work objects) in the CPM customer case portal
  • The CPM interaction portal allows end users to have multiple interactions open at the same time; but they must be of the same type (e.g., phone call, chat)
  • End users can create their own personal UI themes to change the appearance of CPM portals (Correct)

Answer : End users can create their own personal UI themes to change the appearance of CPM portals

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

When designing UI components, which of the following is NOT a best practice? (Choose One)


Options are :

  • Use bold text and many colors to make important fields stand out (Correct)
  • Within process screens, use conditional displays
  • Avoid non-standard acronyms and abbreviations in captions
  • Place required data entry so that the user can “tab” to complete them
  • Know the standard screen resolution for end user desktops

Answer : Use bold text and many colors to make important fields stand out

Which rule would you modify to limit the number of interaction tabs that can be opened at any one time within the CPM interaction portal? (Choose One)


Options are :

  • Portal rule for the CPM Interaction portal
  • Harness rule for the CPM Interaction portal
  • Section parameters for the CPM Portal Gadget section (Correct)

Answer : Section parameters for the CPM Portal Gadget section

Which one of the following is not a standard work pool/class group within CPM? (Choose One)


Options are :

  • Quality review
  • Service items
  • nteractions
  • Satisfaction surveys (Correct)

Answer : Satisfaction surveys

PEGACSA-v6-2 PEGA SYSTEM Certified System Architect CSA Test Set 9

Which one of the following is not a valid result type when using the CPM portal search function? (Choose One)


Options are :

  • External data sources such as accounts or contacts
  • Service item work objects/cases
  • Workbaskets (work queues) (Correct)
  • Knowledge content rules

Answer : Workbaskets (work queues)

Which of the following is NOT a benefit of suggesting processes to a user during a customer interaction? (Choose One)


Options are :

  • Reduced user training time
  • None. All of the above are benefits (Correct)
  • Improved user productivity
  • Improved customer satisfaction

Answer : None. All of the above are benefits

The CPM Tabbed Navigation method _________________. (Choose One)


Options are :

  • Enables users to have more than one interaction active during the same session
  • Is the preferred navigation method
  • Enables users to have more than one service item active during the same time (Correct)
  • Requires configuration of a separate Interaction Driver rule than the one that is used for the Classic Navigation method

Answer : Enables users to have more than one service item active during the same time

PEGACSA-v6-2 PEGA SYSTEM Certified System Architect CSA Test Set 9

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


Options are :

  • Enable users to manage multiple service requests as part of a single customer session (Correct)
  • All of the above are true
  • Inherit from the Work-Cover- class

Answer : Enable users to manage multiple service requests as part of a single customer session

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

In CPM, a "contact" refers to _______________? (Choose One)


Options are :

  • All of the above
  • A person that is a customer, prospect, partner, or other third party (Correct)
  • Communication between a person and the organization

Answer : A person that is a customer, prospect, partner, or other third party

To configure the CPM interaction goal value, you would __________. (Choose One)


Options are :

  • Modify the SLA rule for the interaction class
  • Modify the interaction goal Decision Table (Correct)
  • Modify the Intent When rule linked to the Interaction Driver
  • Modify the Interaction Driver rule

Answer : Modify the interaction goal Decision Table

True or False, The CPM Estimated Application Savings Report is used to quantify the cost of implementing CPM.


Options are :

  • True
  • False (Correct)

Answer : False

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

The purpose of a CPM quality review is to _____________. (Choose One)


Options are :

  • Analyze historical workflow accuracy
  • Assess end user feedback on workflow screens
  • Assess CSR performance in handling a customer request (Correct)
  • Assess system health and performance

Answer : Assess CSR performance in handling a customer request

Which of the following is NOT a coaching tip best practice? (Choose One)


Options are :

  • Coaching tips are a good way to reinforce training for a new process
  • For maximum impact, coaching tips should be assigned to a user for a short duration
  • The text of the coaching tip should be short and to the point
  • Coaching tips are a good way to provide instructions on what content should be entered in particular field (Correct)

Answer : Coaching tips are a good way to provide instructions on what content should be entered in particular field

True or False, In CPM, the class group for Service Items inherits from the class group for Interactions.


Options are :

  • False (Correct)
  • True

Answer : False

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

Which one of the following CANNOT be configured using the CPM Configuration Tools Wizard? (Choose One)


Options are :

  • Dialog scripts
  • Coaching tips
  • Suggested processes (Correct)
  • Association of knowledge content to a user screen

Answer : Suggested processes

Which one of the following is a benefit of interaction goal processing within CPM? (Choose One


Options are :

  • Route interactions to the user that is best able to handle the customer request
  • Deliver customer service that is personal and tailored to the customer and situation (Correct)
  • Automates manual tasks for better straight-through processing of requests

Answer : Deliver customer service that is personal and tailored to the customer and situation

True or False, By using the CPM SLA override service process, you can identify an SLA rule that should be used for all work for a specified customer for a specified period of time.


Options are :

  • True (Correct)
  • False

Answer : True

PEGACSA-v6-2 PEGA SYSTEM Certified System Architect CSA Test Set 4

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