Case Management Flashcards
1
Q
Case Management: Design - What are key concepts of Case Design?
A
Case Life Cycle
Case Criteria
User Context
2
Q
Case Management: Design - What are key concepts of Primary Life Cycle?
A
Primary Flow
Alternate Stages
Transitions
3
Q
Case Management: Design - What are parts of primary case flow?
A
Case Type Case Stage Process Step
4
Q
Case Management: Design - When do you add a case stage?
A
Transfer of Authority
Change in Status
5
Q
Case Management: Design - What are three types of steps in a case?
A
User Action
Automated Action
Change Stage Step
6
Q
Case Management: Design - What is the purpose of an alternate stage?
A
Exception to primary flow
Can be sequenced into primary flow
7
Q
Case Management: Design - What is the default behavior for stage transitions?
A
Continue
8
Q
Case Management: Design - What are the criteria for creating a new case
A
New Case ID
New Transaction
9
Q
Case Management: Design - What are key concepts of user context
A
Status changes
Instructions
10
Q
Case Management: Design - What is the purpose of the case status?
A
Show case progress
Provides predefined status values
11
Q
Case Management: Design - What is the purpose of instructions
A
Tell user how to complete assignment
field values used for multilingual support
12
Q
Case Management: SLA- What are key concepts for SLAs?
A
Purpose of SLA
Stages
Configure
Urgency
13
Q
Case Management: SLA- What is the purpose of an SLA?
A
Timely completion of case
14
Q
Case Management: SLA- What is definition of an SLA?
A
Performance expectation
15
Q
Case Management: SLA- What are stages of an SLA
A
Start of Service Assignment Goal Deadline Passed Deadline
16
Q
Case Management: SLA- What is purpose of urgency?
A
Prioritize cases in Work List or Queue
Get Next Button
17
Q
Case Management: SLA- When is urgency updated?
A
Starts at 10 by default Can be updated at Start of Service Goal Deadline Passed Deadline - iterative
18
Q
Case Management: SLA- What is range of urgency?
A
10-100 or 0-100
19
Q
Case Management: SLA- Where can an SLA be set?
A
1) Assign step
2) Case - Settings
3) Advance - in Dev Studio
- Passed Deadline Config
- Initial delay
- Increase urgency
20
Q
Case Management: Control Workflow- What are key concepts of controlling workflow?
A
Optional Stages and Processes
Skip Stage or Process
Parallel processing
Decision Shapes
21
Q
Case Management: Control Workflow- What are key concepts of optional processes and actions?
A
Purpose
Factors
When to use
Where to add
22
Q
Case Management: Control Workflow- What it the purpose of optional process or actions?
A
Out of sequence
23
Q
Case Management: Control Workflow- What are factors to consider when creating optional processes or actions?
A
any time actions?
is step needed?
is screen needed?
24
Q
Case Management: Control Workflow- When should you use an optional action vs an optional process?
A
Process - many steps
Action - single screen
25
Case Management: Control Workflow- Where do you add optional processes or actions?
Optional Actions tab - case lifecycle
26
Case Management: Control Workflow- What is two types of optional workflows that could be added?
Case wide
| single step
27
Case Management: Control Workflow- What is the purpose of skipping a stage or process?
To determine conditions when a stage or process should be run
28
Case Management: Control Workflow- What is the definition of parallel processing?
Multiple paths of execution
| in any order`
29
Case Management: Control Workflow- Where do you set parallel execution?
In stage or process settings of case life cycle
30
Case Management: Control Workflow- What is the purpose of decision points?
Control execution path
| Based on simple or complex logic
31
Case Management: Control Workflow- When do decision points run in workflow?
After decision step. They control workflow path based on an input value (simple) or conditions (complex)
32
Case Management: Routing- What is purpose of case routing
Efficient work
| route to right party
33
Case Management: Routing- What are the different types of routing?
```
Current user
Specific User
Work Queue
Business Logic
Custom (Advanced)
```
34
Case Management: Routing- What are key concepts related to case routing?
```
Purpose
Types
Operator Records
Configuring
Approvals
```
35
Case Management: Routing- What information in a n Operator record can be used for routing?
```
org
Work Group
Work Queue
Skills
Calendar
Absences
```
36
Case Management: Routing- Where do you configure routing?
Simple & Business Logic = Step
| Custom - Dev Studio
37
Case Management: Routing- What are key concepts of approvals?
Purpose
Factors
Approval Types
Approval Shape
38
Case Management: Routing- What is the purpose of approvals?
Decision point in case flow
39
Case Management: Routing- What are type of approvals?
Single
Cascading
- Reporting Structure
- Authority Matrix
40
Case Management: Routing- What are factors for approval steps?
Who approves ( single multiple)
Levels of approvals
Handling rejections
41
Case Management: Routing- What are key concepts for approval shapes?
defaults (ACRR)
- Approval = Continue
- Reject = Resolve
Constraints - all approvers must approve to continue
42
Case Management: Routing- What are the available setting for cascading approvals?
One
All
Custom
43
Case Management: Case Hierarchy - What are key concepts for case hierarchy?
Rules
Rule Sets
Classes
Hierarchy
44
Case Management: Case Hierarchy - What is benefit of rules?
Can:
Version
Refactor
Delegate
45
Case Management: Case Hierarchy - What is definition of a rule?
Instruction for system behavior
46
Case Management: Case Hierarchy - What is a rule vs a rule type?
Rule type - abstract model, template
| Rule - Instance
47
Case Management: Case Hierarchy - What is purpose of rule set?
Group rules
| Form application or portion of
48
Case Management: Case Hierarchy - What is schema for rule set versioning?
Major version - Minor version - patch
49
Case Management: Case Hierarchy - What is a class?
Organize rules in hierarchy
Name space rules
Reuse at different levels of app
50
Case Management: Case Hierarchy - What are three primary rule classes?
Work - case processing, UI, workflow
Integration - integration with 3rd party sources
Data - Data objects used in app
51
Case Management: Case Hierarchy - What are key concepts of Class hierarchy?
Inheritance - parent child relationship
| Rule naming
52
Case Management: Case Hierarchy - What are the naming rules for class hierarchy?
specific to general - case>org>industry>pega
| Dash delimited
53
Case Management: Control Workflow - How do you configure skipping stages or process?
Use one or more when rules w/ bool conditions
Skipping Stage inverse of process
Stage never skips without condition
54
Case Management: Correspondence - What are concepts of correspondence?
```
Purpose
Factors
Partners
Channels
Templates
```
55
Case Management: Correspondence - What is the purpose of correspondence?
Timely communication
| Consistent messaging
56
Case Management: Correspondence - What are the factors to consider when configuring correspondence?
Who
How (Channels)
When (Case Life Cycle)
57
Case Management: Correspondence - What the parties involved in correspondence?
Owner - creates case
Customer - on who's behalf case is initiated
Interested Party - has stake in outcome
58
Case Management: Correspondence - What are four types of correspondence?
Email
Fax
Text
Letter
59
Case Management: How do you configure correspondence?
In case step
Case Notifications - when route to work queue or list
Using correspondence rule. Ex. Data-Corr-Email
60
Case Management: Correspondence - What can be inserted in a correspondence template?
Text
Properties
Rules - section or paragraph
61
```
Case Management: What type of routing should you use for each of the following:
Language Specialization
Based on expense level
Based on multiple approval levels
Based on a single approval
```
Language specialization = Custom routing
Expense levels = Business logic
multiple levels = cascading approvals
single approval = simple routing
62
Case Management: How to configure correspondence before a case step starts? (NOT COVERED IN COURSE)
Enable case type assignment notification
| Dev Studio > Case Type > Notifications
63
Email must contain applicants name, loan office and loan amount. Content paragraph rule is used by other standard emails throughout org. How would you configure your email?
(1) Add applicant name, loan office and loan amount properties, and add paragraph rule
(2) Add placeholder text for name, office, and loan amount and add paragraph rule
(3) Add application name loan office and loan amount properties,a nd copy and paste paragraph to email
(4) Add applicant name, loan office properties. Include correspondence fragment that contains a link to the organization website page that contains loan conditions
(1) Add applicant name, loan office and loan amount properties, and add paragraph rule (Correct)
64
Case Management: What is relationship described by pattern inheritance?
Business relationship of classes
65
Case Management: How does directed inheritance differ from pattern inheritance
1) Directed parent class explicitly specified
| 2) Pattern using naming prefixes
66
Case Management: From which class does @baseclass inherit rules?
None
67
Case Management: What is difference between top level and child case?
Top level has no parent. Child has relationship with parent
68
Case Management: What are two ways to configure a wait step to pause a case?
1) Timed expiration
| 2) To Be Resolved Status
69
Adding instructions to a step:
1) Describes the business value of the step
2) Instructs Business Architects how to build the step
3) Describes to end user what should be done in the step
4) Defines what the step should do
3) Describes to end user what should be done in the step
70
When modelling life cycle of a case Stages represent:
Transfer of authority
| Change in status
71
Case status is set at___________
The beginning of the step
72
Alternate stages represent:
Exceptions to primary workflow
| Can be sequenced into primary flow
73
What type of step typically requires instructions?
Collect information step
74
How do you route work to a specific user?
1) Work Group
2) Work Queue
3) User
4) Manager
3) User
75
Assignment for Jewelry appraisals must go to skilled user. What type of routing do you use?
1) Route to manager for assignment and fast processing
2) Route to directly users who are members of group with skills
3) Route work to decision table that routes requests to work group with requisite skills
4) Route to work group who's members have requisite skills
4) Route to work group who's members have requisite skills
76
Home appraisal Co. has offices in different regions. Example home appraisers in Boston assigned to New England work queue. Which routing supports this requirement?
1) Route based on appraiser skills
2) Not possible to support requirement
3) Route assignment based on appraiser role
4) Route to correct work queue based on business logic
4) Route to correct work queue based on business logic
77
```
Match the following sets:
Set A
1) Single approval routing
2) Cascading Approval Routing
3) Business Logic Routing
4) Custom Routing
```
Set B
1) Route candidate evaluation to reporting manager
2) Route expense report to department manager when exceeds $3200
3) Route job requisition approval to manager, senior manager, and director
4) Route request from customers who's approved language is Spanish
Single = 1) Route candidate evaluation to reporting manager
Cascading = 3) Route job requisition approval to manager, senior manager, and director
Business Logic = 2) Route expense report to department manager when exceeds $3200
Custom = 4) Route request from customers who's approved language is Spanish
78
Automating decisions based on business logic enables:
1) Application user to mark specific location for business expectations that may arise in case flow
2) Architects to spend less time building the application
3) Architects to improve performance of the application
4) Application user to focus on more nuanced decisions that require business expertise
4) Application user to focus on more nuanced decisions that require business expertise
79
Conditional paths in case life cycle are used to define____________.
1) Paths in the case life cycle that are followed based on the context of a parallel process
2) Sub processes that run in the context of a current case
3) Paths in the case life cycle that are chosen by a user at run time or are based on run time values
4) Sub processes that run in parallel with the current case
3) Paths in the case life cycle that are chosen by a user at run time or are based on run time values
80
Application references a date element found in the -Work class. How is the rule inherited by the application?
1) Direct inheritance
2) Pattern inheritance
1) Direct inheritance
81
You decide to check out a rule to edit. Another developer decides to use the same rule to run a test. What happens when app tries to run rule you checked out.
1) App cannot run. Rule is not available.
2) App ignores checked out version and uses previous version saved in rule set
3) App returns error and stops processing because rule is checked out.
4) App runs checked out version of rule
2) App ignores checked out version and uses previous version saved in rule set
82
Which requirement should be implemented with wait step?
1) Send email after user completes form?
2) Cannot proceed in expense report until manager approves request?
3) Cannot complete purchase on website until you complete new account sub-case
4) Need to pause a case until user signs document
3) Cannot complete purchase on website until you complete new account sub-case
83
Mortgage application - user creates loan request. In order to approve, loan officer must receive results of appraisal. How would you configure case types to reflect relationship?
1) Make both loan and appraisal peer cases
2) Make loan request parent and appraisal the child
3) Make appraisal parent and loan the child
4) Make mortgage a parent case, and loan and appraisal children
2) Make loan request parent and appraisal the child
