Free Pegasystems PEGACCA Exam Dumps Questions & Answers

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

• A.False
• B.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.

• A.False
• B.True

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

• A.Dialog scripts should contain "what to say"; not "what to do"
• B.Dialog scripts should include references to customer data
• C.CSRs should be encouraged to configure personal dialog scripts
• D.Dialog rules should be contained in a separate RuleSet from other configuration such as flows and flow actions

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)

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

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

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