Certified Pega Customer Service Developer Free Sample Questions

Case Management · Define Pega Customer Service case creation best practices

1. A

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

2. B

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

3. C

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

4. D

   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.

Case Management · Control the behavior a service request using configuration settings

1. A

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

2. B

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

3. C

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

4. D

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

Case Management · Define Pega Customer Service case creation best practices

1. A

   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.

2. B

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

3. C

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

4. D

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

Case Management · Control the behavior a service request using configuration settings

1. A

   Force routing to external legacy systems

2. B

   Bypass Interaction case creation

3. C

   Suggest to agent based on business conditions

4. D

   Display in the Add Task menu

5. E

   Automatically resolve upon assignment

User Experience · Define Constellation UX best practices

1. A

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

2. B

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

3. C

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

4. D

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

User Experience · Define Composite best practices

1. A

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

2. B

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

3. C

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

4. D

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