Question 1
Multiple answersA financial services firm is using Pega to automate its fraud investigation process. A requirement states that if an investigation case remains in the 'Initial Triage' stage for more than 4 hours, its urgency must increase by 10. If it remains for more than 8 hours, it must be automatically routed to a senior investigator's work queue. Which two rule types must be configured on the Service Level Agreement (SLA) rule to meet this requirement? (Select TWO)
Answer and explanation
Correct answers: B, C
The 'goal' time in an SLA defines the target resolution time. You can configure an action, such as increasing urgency, to occur when this time is met.
The 'deadline' time represents a critical point after the goal. An escalation action, such as transferring the assignment to a different work queue, is the correct mechanism to implement the routing requirement.