Online Access Free PEGACCA Practice Test

Which one of the following CANNOT be configured using the CPM Configuration Tools Wizard? (Choose One)

• A.Coaching tips
• B.Dialog scripts
• C.Association of knowledge content to a user screen
• D.Suggested processes

You should minimize the number of comments fields used within service item screens because ______________. (Choose One)

• A.It is more difficult to report on data contained within comments than it is to report on data contained within named fields
• B.All of the above
• C.Free form comments are hard to read and understand during subsequent customer interactions
• D.Typing many comments impedes user productivity

Your company is implementing CPM to manage the account services function and other public inquiries (such as literature requests, etc). The company has 5 different account types and 10 different account request types such as billing, shipping, etc. In their current system, CSRs first choose the account type then proceed to handle the request type. 75% of the steps used to process requests are the same for each account type and all request types are applicable to each account. Some areas such as entry screens and service levels vary by type of account. You have already configured interaction search and customer verification, and have configured the CPM composite area to display account details such as account type, status, recent transactions, etc. You must now design the Interaction Driver function. You have already created an Interaction Driver category, tasks, and service items to handle the general public inquiries. Which of the following is the best design for the account services functions? (Choose One)

• A.Create Interaction Driver categories for each request type (e.g., Billing, Shipping). Create new CPM service items for each account type, and then add Interaction Driver tasks so that each account type service item exists in each request type category. Circumstance elements of the service processes where differences exist.
• B.Create Interaction Driver categories for each account type. Create a new CPM service item type for each account/request type combination and customize where differences exist.
• C.Create an Interaction Driver task category for account services. Create a new service item type for each request type. Automatically populate the account type on the service item object from composite clipboard pages. Circumstance elements of service process where differences exist.

The CPM Tabbed Navigation method _________________. (Choose One)

• A.Requires configuration of a separate Interaction Driver rule than the one that is used for the Classic Navigation method
• B.Enables users to have more than one service item active during the same time
• C.Is the preferred navigation method
• D.Enables users to have more than one interaction active during the same session

The class of the Intent Task rule determines _________________. (Choose One)

• A.The category in which the task will appear in the Interaction Driver
• B.All of the above
• C.The class in which the task will execute