Certified Pega Business Architect (CPBA) 73V1: PEGACPBA73V1

A manager has reviewed a case and has decided to increase the case urgency and escalate to HR. HR must review and respond within four business hours.

Which three configuration options are needed to enable the manager to satisfy the requirements? (Choose three.)

A. Provide notification to HR requesting urgency be increased.

B. Provide a service level for the HR assignment.

C. Provide escalation action to HR and resolve the case.

D. Provide a field for urgency adjustment.

E. Provide a local action to transfer the assignment to another queue.

How do you route an assignment so that any available member of the department can perform the task?

A. Route the assignment to a work queue.

B. Route the assignment to the admin user ID.

C. Route the assignment separately to all members.

D. Route the assignment to a work list.

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 an assignment to the case life cycle.

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

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

D. Add an optional action to the case workflow.