As a Customer Service Representative, you present an offer to a customer who called to learn more about a new product. The customer rejects the offer.
What is the next step that Pega Customer Decision Hub takes?
Next-Best-Action Reevaluation: When a customer rejects an offer, Pega Customer Decision Hub reevaluates the Next-Best-Action to determine the next most relevant action for the customer. This ensures that the customer's needs and preferences are continuously considered.
Process Steps:
Capture the rejection event.
Trigger the reevaluation process.
Determine the next best offer or action based on updated customer data and context.
Reference: Pega Documentation on Customer Decision Hub outlines the process of handling offer rejections and reevaluating Next-Best-Actions.
which two statements are correct with regard to inbound email processing? (choose two)
Regarding inbound email processing:
An incoming email reply is linked to its original case by the case ID in the subject of the email (Answer A):
When creating a case from an email using the standard service activity, email attachments are automatically added as case attachments (Answer B):
An application contains cases that transition through different statuses throughout their life cycle, which typically lasts three months.
Design a reporting strategy to display the number of cases by status at the end of each month for a 12-month period.
Job Scheduler:
Configuring a job scheduler to record monthly case status in a separate table ensures that the data is consistently updated and available for reporting.
Reference:
Pega best practices for reporting strategies recommend using job schedulers to handle periodic data collection and reporting tasks.
Therefore, the correct answer is:
A . Configure a job scheduler to record monthly case status in a separate table and report on that table.
A health plan application includes a process for surgical procedure requests. Currently, there is an evaluation subprocess in which a physician reviews the diagnosis and enters the recommended procedure and its urgency. The request then advances to a medical director who analyzes the feedback and approves the appropriate procedure. The health care organization has created a new requirement, which states that three physicians can perform the evaluation independently. Only two evaluations are necessary to advance the case to the medical director.
How do you configure the process so that the request can continue to be processed if only two of the three physicians approve the order?
To configure a process where three physicians can independently perform evaluations and ensure that only two evaluations are necessary to advance the case to the medical director, you should use the 'Some' join condition in Pega.
Understanding Join Conditions in Pega: Pega provides various join conditions to handle subprocesses. The join conditions include 'Any,' 'Some,' and 'All.' These conditions dictate how and when the main process can proceed based on the completion of subprocesses.
Some Join Condition: The 'Some' join condition allows the main process to advance once a specified number of subprocesses have been completed successfully. In this scenario, since only two out of the three physicians need to complete their evaluations for the case to move forward, the 'Some' join condition is appropriate.
Configuration Steps:
Step 1: Define the subprocesses for the physicians' evaluations.
Step 2: Use the 'Split For Each' shape to create multiple subprocesses.
Step 3: Configure the 'Some' join condition and set the number of required completions to 2.
Step 4: Ensure that the main process waits for two evaluations before moving to the medical director review.
Reference: Pega Documentation on Join Conditions provides detailed steps and examples for configuring different join conditions, including the 'Some' join condition.
Identify two benefits provided by using single sign-on (SSO) in a high availability (HA) application. (choose two)
To meet the requirement that only the work group manager can read and write purchase request cases when the total amount exceeds USD 10,000, the following configurations can be used:
Reads Access Control Policy: Use a reads access control policy with a condition that checks if the amount is less than USD 10,000. This restricts access based on the purchase request amount.
Conditional Access in Access Manager: Configure conditional access in Access Manager to allow read and write permissions for purchase request cases only when the amount is less than USD 10,000. Reference:
Pega Documentation on Access Control Policies: Access Control Policies
Pega Access Manager: Access Manager
