PEGAPCBA84V1 Online Practice Questions and Answers

Consider the following user story:

As a customer, I want to be able to cancel an open service request at any time.

Select the configuration option that satisfies the user story.

A. Configure the Cancel button on the user views to resolve the case.

B. Add an alternate stage to the case life cycle.

C. Add a case wide action to the case workflow.

D. Add a stage-only action to each stage in the case workflow.

Which two requirements demonstrate the need to configure correspondence? (Choose Two)

A. Assign a new insurance claim to a case worker to process.

B. Phone a customer for additional information about the case.

C. Fax a new insurance claim to the auto repair shop.

D. Text the customer with status changes in an insurance claim.

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.

When applying for a credit limit increase, customers with standard credit cards must provide information in an Employment Information process. Requests from customers with Platinum credit cards automatically skip this process.

What task do you perform to implement this requirement?

A. In the Employment Information process validate card type for continued processing.

B. In the Employment Information process add an Approve/Reject step to test the card type.

C. In the Employment Information process add a custom condition to test the card type.

D. In the Employment Information process add a card type true/false field to a user view.

In an insurance claim application, you have the following requirement: All claims must be processed within 1 week. To meet this requirement you configure a service level. Where should the service level be configured?

A. The case type

B. The stage

C. The process

D. The step

You need to send an email to customers who are approved for a mortgage. The system automatically sends a preliminary approval to customers by email. How do you configure the case to achieve this behavior?

A. Enable email notifications on the case type.

B. Enable email notifications on the case type, and then add a Send Email step to the case life cycle after the Approval step.

C. Add a Send Email step to the case life cycle after the Approval step.

D. Configure a Collect Information step with read-only information, and then route the step to the customer.

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

Which configuration informs a user by email when an assignment is added to the user's worklist?

A. Configure the case type to send assignment notifications to assigned users.

B. Add a Send Notification step to the process after the assignment to notify the assigned user.

C. Configure a service level to send a notification to the assigned user.

D. Add a Send Email step to the process after the assignment to notify the assigned user.

An accident claim case creates a vehicle claim case for each vehicle involved in an accident.

Which two configurations prevent the accident claim case from resolving before all vehicle claims are resolved? (Choose Two)

A. Add a wait step to the accident claim case to wait until all vehicle claims have a status of Resolved.

B. Add each vehicle claim as a child case of the accident claim.

C. Add an optional process to pause the accident case until the vehicle claims are paid.

D. Add a parallel process for vehicle claims in the accident claim resolution stage.

In a case which tracks requests for auto loans, a requirement states: Customers should be able to modify contact information at any time during the processing of the case.

Contact information changes must not alter or interrupt the primary flow of the case.

Which option meets the needs of this requirement?

A. Add a stage with a start condition to the case workflow.

B. Add an optional action to the case workflow.

C. Add an alternate stage to the case life cycle.

D. Add an assignment to the case life cycle.