PEGACPCSD23V1 sample questions

Question 1

A financial institution is designing a new customer service application. The business requires that when a customer calls to report a lost credit card, the agent's desktop immediately displays the customer's profile, recent transactions, and prompts a specific flow to cancel and reissue the card. According to Pega Customer Service best practices, how should the interaction and the card cancellation process be modeled?

Accepted Answer

The call is represented by an Interaction case, and the card cancellation is launched as a separate Service case that is linked to the Interaction.

Answer

The entire process should be modeled as a single Interaction case that includes the card cancellation steps to reduce case hierarchy complexity.

Answer

Both the call and the cancellation should be modeled as independent Service cases to ensure they can be routed to different departments if needed.

Answer

The card cancellation should be an Interaction case, while the customer profile retrieval is modeled as a Service case.

Question 2

When defining the behavior of a newly created 'Address Change' service request in App Studio, the development team wants to ensure that the request can only be launched if the customer has already passed the identity verification process during the current interaction. Which configuration setting must be applied to enforce this rule?

Accepted Answer

Set the 'Requires Verification' behavioral setting to True on the Address Change service request configuration.

Answer

Configure a Pre-condition within the Service Request options to require 'Customer Verified'.

Answer

Modify the Interaction case type to add a validation rule that checks the Address Change case status.

Answer

Add a data transform to the Address Change initialization process that terminates the case if verification is false.

Question 3

A telecommunications company is experiencing high Average Handling Time (AHT) because Customer Service Representatives (CSRs) frequently navigate between multiple disconnected screens to resolve 'Billing Dispute' cases. The architecture team decides to redesign the case management approach. They want to ensure that all relevant data and child processes are orchestrated seamlessly within the main service request, minimizing context switching.

Which architectural approach aligns best with Pega Customer Service case creation best practices to resolve this issue?

Accepted Answer

Design the Billing Dispute as a primary Service Request, utilizing child cases for distinct sub-processes (like fraud check or refund approval) while surfacing necessary data in the customer composite, preventing the CSR from leaving the interaction context.

Answer

Embed the billing dispute logic directly into the Interaction case, utilizing a single wide stage to house all potential billing tasks.

Answer

Create independent Service Requests for every step of the billing dispute, forcing the CSR to launch them sequentially from the Add Task menu.

Answer

Use a series of screen flows on the Interaction portal dashboard, bypassing case creation entirely to save database storage.

Question 4

When configuring a Service Request in Pega Customer Service '23, administrators can modify behavioral settings to dictate how and when the case is presented to the CSR. Which TWO of the following are valid configuration settings used to control the behavior of a service request? (Select TWO)

Accepted Answer

Suggest to agent based on business conditions

Accepted Answer

Display in the Add Task menu

Answer

Bypass Interaction case creation

Answer

Automatically resolve upon assignment

Answer

Force routing to external legacy systems

Question 5

The Constellation design system emphasizes an intent-driven UI. When designing a new CSR desktop in Pega Customer Service '23, what is a core best practice regarding the presentation of data to the user?

Accepted Answer

Surface only the data that is contextually relevant to the current task or microjourney, utilizing views to organize secondary information.

Answer

Display all available customer data attributes on the primary screen to ensure the CSR never has to search.

Answer

Utilize deep custom CSS to tightly pack data fields into a single column layout for maximum density.

Answer

Rely entirely on pop-up modal dialogs for displaying read-only customer information.

Question 6

A healthcare provider is configuring the Customer Composite in their Pega application. The business wants to show the patient's medical history, billing information, upcoming appointments, previous interactions, family members, and insurance coverage all on the default composite view. According to Composite best practices, how should a Senior System Architect address this requirement?

Accepted Answer

Advise the business to prioritize the most frequently used data for the default view, and organize the remaining information into logical, separate Composite tabs.

Answer

Implement the requirement exactly as requested by stacking all widgets vertically on the main composite screen.

Answer

Remove the Customer Composite entirely and replace it with a separate Service Case that the CSR must manually launch to view patient data.

Answer

Use custom JavaScript to create a constantly rotating carousel of data widgets on the default composite view.

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