Day 2 - Case Management (56%)

Question 1

A ____ ____ _____ is the visual design of actions and data needed to complete work, a software solution, a case type

Answer 1

case life cycle (A case life cycle is defined within the Pega development environment using a model-driven approach to quickly create the core artifacts, modeling both behavior and data)

Question 2

A ____ ____ is a blueprint (template) for a repeatable business transaction

Answer 2

case type

Question 3

A _____ is a top level grouping of processes

Answer 3

Stage (Primary stage, resolution stage, alternate stage, Automatic transition from the current stage to the next stage in sequence, manual transition initiated by a user of process)

Question 4

A _______ is the grouping of system and human tasks

Answer 4

Process (runs in sequence when the previous process in the stage is completed or runs concurrently with other processes when the stage is entered

Question 5

A ____ is the configuration and assignment of tasks to the system and humans

Answer 5

Step (Assign a task, such as collecting information to a user, calls another process, creates one or more cases, sends correspondence, such as emails, to users, post a pulse message to case, approve or reject a case, push notifications to mobile devices)

Question 6

What is a collection of data that records a business transaction?

Answer 6

A case! A case is work that delivers a meaningful business outcome. A case type is an abstract model of business transaction, where a case is a specific instance of the transaction.

Question 7

What type of case type does not have any parent case type, but can cover, or become a parent of, other case types?

Answer 7

Top Level Case Type

Question 8

What type of case type is covered by a parent case type?

Answer 8

Child Case Type. They represent work that must be completed to resolve the parent.

Question 9

What model allows business users to begin by organizing work into stages?

Answer 9

Case Life Cycle Design

Question 10

What represents the transfer of a case from one authority to another or a significant change in the status of the case?

Answer 10

Stages

Question 11

A ________ stage is a high-level phase in the lifecycle of a case that leads to the desired outcome.

Answer 11

Primary

Question 12

What are the three different stage types?

Answer 12

Primary, Alternate, Resolution

Question 13

The _____ ____ is the path a case takes through the case life cycle that does not deviate from the primary stages.

Answer 13

Happy Path

Question 14

A _______ groups related steps.

Answer 14

Process (One or more processes can exist for a stage, multiple processes can execute sequentially or in a parallel)

Question 15

A _______ contains a series of tasks, or steps, that a user completes as they work the case.

Answer 15

Process

Question 16

A ____ is either a user action or automated action performed by the application.

Answer 16

Step

Question 17

Use a ____ or a ____ ______ to describe the context of the stage you are in.

Answer 17

Noun, noun phrase

Question 18

When naming processes and steps, use a ____ + ____ naming convention.

Answer 18

Verb, noun

Question 19

Consider limiting the number of stages to ____, plus or minus ___ to support good UX design.

Answer 19

Seven, two

Question 20

For _______ stages, when all steps in a stage are complete, the default option is an automatic stage transition to the next primary stage.

Answer 20

Primary

Question 21

When a case does not follow the primary path, use _________ stages to organize process steps.

Answer 21

Alternate

Question 22

A ______ _____ step is helpful to automate case flow to and from alternate stages. Usually helpful, when automating case flow to and from alternate stages.

Answer 22

Change Step

Question 23

What is the primary indicator of the progress of a case towards resolution?

Answer 23

Case Status. The case status is updated through the case life cycle. You can set the case status on each step in the case life cycle. Pega includes standard values such as - Open, Pending-Approval, and Resolved-Completed. You can also add custom status values.

Question 24

An ___________ for a step identifies to a user what should be accomplished in an assignment.

Answer 24

Instruction! Users see instructions in their worklist, when they open a case, or when they are prompted for input in a user view.

Question 25

What defines the order in which tasks must be exectured?

Answer 25

The case life cycle workflow.

Question 26

What is used to determine which queue to assign the task?

Answer 26

Routing. Routing is meant to distribute work efficiently within an organization.

Question 27

What is used to set expectations for when a task, or set of tasks should and must be completed?

Answer 27

Service Level Agreements. This is how we help prioritize the tasks a user should complete as it relates to other tasks they are responsible for.

Question 28

What is a list of all open assignments, in order of importance for a specific user?

Answer 28

Worklist. A user is represented in the system with an OperatorID record.

Question 29

You use __________ _______ to assign work to the most appropriate user.

Answer 29

Assignment Routing

Question 30

A ____ _____ is a list of all open assignments, in order of importance, for a group of users.

Answer 30

Work Queue. Assignments stay in the work queue until a user associated with the work queue selects an assignment, or a manager sends an assignment in the work queue to a specific user.

Question 31

Using _____ _____ routing the assignment is routed to an operator in the workgroup who has the requisite skills and possibly the desired skills.

Answer 31

Skill based. Pega has Out-Of-The-Box Routing Options that include - work queue of a work group, worklist of a specific user, current user, business logic based on a when condition.

Question 32

____ _________ are decision points at which one or more users decide whether to approve or reject a case.

Answer 32

Case Approvals

Question 33

There are three types of approval types supported by the ______/_____ shape

Answer 33

Approve/Reject. Single approve, cascading approval - reporting structure, cascading approval - authority matrix.

Question 34

You define an _______ between 10 and 100 for each milestone.

Answer 34

Urgency. The higher the value, the higher the urgency. Typically, the urgency increases as an assignment advances to the next milestone.

Question 35

You can configure two types of optional actions: as a _______ and as a ____ _____

Answer 35

Process, User Action

Question 36

Use ________ process when a user is allowed to determine if a new process needs to be called.

Answer 36

Optional! Used when multiple steps are needed to run a new process within the case. After completion, the process may, or may not returned to the primary path.

Question 37

You create a case dependency by setting the ____ step to pause for another case.

Answer 37

Wait. Causes until all cases or any case of a given type reach a defined status. Can also be configured the Wait step to process for a predetermined amount of time.

Question 38

If process can be performed in any order, they can be configured as ________ ________.

Answer 38

Parallel processes. These allow a case to advance through multiple paths at the same time within a stage. They can be configured in Dev Studio. You can configure two or more processes to run in parallel.

Question 39

_________ ______ reference decision rules to define conditional branches and to advance to a workflow automatically down different flow paths.

Answer 39

Decision Shapes

Question 40

What four types of correspondences does PEGA provide?

Answer 40

Email, SMS, Fax, Mail

Question 41

What allows you to refer to a case participant by role, without knowing any identifying information?

Answer 41

Work parties

Question 42

Consider this business use case: To place an online order, a customer provides their personal details such as full name and address. The customer can search for, and select items to order. After the order is placed, it is processed by the Accounts Payable department. The order is sent to the Fulfillment center where the order items are packaged and shipped to the customer. The customer may cancel the order at any time.

Now consider this case life cycle design:

Primary - New Order > Processing > Fulfillment > Shipping
Alternate - Cancellation

The stages identified in the case life cycle are ________. (Choose one)

A. Valid because they represent a transfer of a case from one part of the organization to another.
B. Valid because the names used to describe the stages do not use a verb+noun naming convention.
C. Not valid because there are not at least 5 primary stages.
D. Not valid because the Cancellation stage should be a part of the primary flow.

Answer 42

A. Valid because they represent a transfer of a case from one part of the organization to another.

Question 43

Which requirements would be best implemented as an Alternate Stage when defining a Case Type? (Choose Two)

A. An expense report that requires an audit when certain spending thresholds are crossed or the expense report is billable.
B. An expense report that requires us to capture a receipt.
C. An expense report that allows us to skip a stage if the expense report is not billable.
D. An expense report is rejected.

Hint- Look for the answer that is not the normal flow case.

Answer 43

A. An expense report that requires an audit when certain spending thresholds are crossed or the expense report is billable.
D. An expense report is rejected.

Question 44

In a Job Recruitment application, business needs to schedule interviews for candidates who meet passing requirements. Each interview must be tracked from interview date/time to resolution date/time for quality control purposes. The status of the interview can change from New, Open-Scheduled, Open-InProgress, Resolved-Rejected, and Resolved-Approved. What new records are essential for this application? (Choose three)

A. A field for interview date/time.
B. A Wait shape to hold processing until interview is completed.
C. A case type.
D. A view to capture scheduling information.
E. A service level to ensure timely resolution.

Answer 44

A. A field for interview date/time.
C. A case type.
D. A view to capture scheduling information.

Question 45

What Smart Shape allows you to move the case to a different stage in the life cycle? (Choose one)

A. ✉
B. 📋
C. 📰
D. ➤

Answer 45

D. Chevron

Question 46

When routing to a Work Queue, an assignment remains in the queue until it is selected by an operator. When selected, the case ________. (Choose One)

A. Is moved to the operator’s worklist awaiting action.
B. Is transferred to the next available operator’s worklist
C. Remains in the queue until the operator commits an action
D. Is moved to the next queue by the operator’s action

Answer 46

A. Is moved to the operator’s worklist awaiting action.

Question 47

Given the following business requirement, “Once a loan application is complete the case is routed to a group of underwriters for review.” What type of routing is needed to ensure the case is handled by the next available underwriter? (Choose One)

A. Worklist routing
B. Work queue routing
C. Workpool routing
D. Work routing

Answer 47

B. Work queue routing

Question 48

An insurance company provides personal property insurance. Jewelry is categorized as a special type of personal property. Requests for jewelry coverage require that a user managing the request is trained to appraise jewelry. The requirement is to route assignments for jewelry appraisals to users who have this skill. Which one of the following routing approaches would you choose? (Choose One)

A. Route requests to a work group that use skill rating parameters for work group members.
B. Route requests to a decision table which routes the request to a work group in a location where there are users who have appraisal skills.
C. Route requests to a reporting manager who assigns the request to an available user to ensure fast processing.
D. Route directly to a user who is a member of a work group that uses skill rating parameters.

Answer 48

A. Route requests to a work group that use skill rating parameters for work group members.

Question 49

When does the Status of a case change when a Work Status change is configured on an Assignment shape? (Choose one)

A. Upon completion of the Assignment
B. When the Case reaches the Assignment shape and the Assignment Object is created
C. On the Connector prior to the Assignment shape
D. At the start of the Flow (Process) containing the Assignment shape

Answer 49

B. When the Case reaches the Assignment shape and the Assignment Object is created

Question 50

A Wait step may pause a case’s processing until a predetermined time expires or __________. (Choose one)

A. Completion of the Assignment.
B. Dependent case(s) processing reaches a specific status
C. A property’s value exceeds a threshold
D. A subcase or spin-off case is created

Answer 50

B. Dependent case(s) processing reaches a specific status

Question 51

Which of the following is a way for controlling the case workflow? (Choose two)

A. Integrator
B. Optional Actions
C. Decision
D. Transformer

Answer 51

B. Optional Actions

C. Decision

Question 52

In a new prescription request, all NSAID medication requests must have a pharmacist with DRG Level 3 approvals. Any pharmacist who meets or exceeds Level 3 may approve.

To meet this requirement you configure the case design to have _________. (Choose One)

A. A step that routes to Pharmacist Level 3 worklist
B. A custom utility step that uses a standard Pega router
C. A step that uses the ToSkilledWorkGroup custom router for the Pharmacist Level
D. A send email utility step

Answer 52

C. A step that uses the ToSkilledWorkGroup custom router for the Pharmacist Level

Question 53

Which shape would you use if you wanted the system to automatically choose between multiple outcomes? (Choose One)

A. Assignment
B. Decision
C. Sub process
D. Utility

Answer 53

B. Decision

Question 54

FoodBazaar.com allows customers to order food online. The first stage of the application allows the user to select the food items to be ordered, the second stage is for payment. On successful payment, the order will be routed to the delivery team, where anyone from the delivery team can deliver the order. How would you implement this routing requirement? (Choose One)

A. Current User
B. Specific User
C. User
D. Work Queue

Answer 54

D. Work Queue

Question 55

You configure a service level to start at 0 and adjust assignment urgency to 20 when the goal is reached, another 20 when the deadline is reached, and 50 when the passed deadline event is triggered. You iterate the passed deadline 3 times. How many points will the assignment have on the last iteration of passed deadline? (Choose One)

Answer 55

A. 100

It cannot be higher than 100. Once you hit the threshold of 100, it cannot go any higher. So, you do not even need to do calculation on this question.

Question 56

An application allows employees to submit expense reports on a weekly basis. Expense reports must be approved by both employee’s manager and audited by finance. The tasks may be completed in any order, but both must be approved for payment to be be made. How do you configure the approvals in the application? (Choose One)

A. Configure cascading approval process based on user reporting structure
B. Configure a case-wide optional process for each approval process
C. Configure parallel processes for each set of required steps
D. Configure cascading approval process based on an authority matrix

Answer 56

A. Configure cascading approval process based on user reporting structure

Note: Stages never skip. Processes always start.

Question 57

We have a case with a current urgency value set to 10 and has an assignment service level that has the following configuration:
Initial Urgency of the Assignment - 10
Goal - 1 Day - Urgency - 15
Deadline - 3 Days - Urgency - 20
Passed Deadline - 24 Hours - Urgency 20

If the system creates an assignment with this service level associated to it on March 1st at 9AM, what will the total urgency value be on March 4th at 5PM? (Choose One)

A. 25
B. 35
C. 75
D. 55

Answer 57

D. 55

Question 58

Mr. James is working on an “Online Banking” application to configure a case type named “New Credit Card”. Customer logs into the self-service portal and submits a new credit card request. Customer has an option to modify the request within 24 hours, before the case moves to the Review process. How can the above requirement be accomplished? (Choose One)

A. Configure a step, until the customer modifies the request.
B. Configure a wait step, until the case reached to specific status.
C. Configure a wait step, before the Review process specifying how long the case should pause.
D. Configure a wait step, after the Review process specifying how long the case should pause.

Answer 58

C. Configure a wait step, before the Review process specifying how long the case should pause.

Question 59

There are 2 case types: Event Booking and Hotel Booking in an Event Management application. The Hotel Booking case is a child case for the Event Booking case. How can you guarantee that Event Booking is not completed until Hotel Booking is resolved? (Choose Two)

A. Use the Wait Shape
B. Create a dependency with pyWorkPage
C. Use Resolved-Completed as the dependency
D. Check the wait for child selection in the Create case.

Answer 59

A. Use the Wait Shape

C. Use Resolved-Completed as the dependency