Online Access Free PEGACCA Practice Test

True or False, CPM service processes can be completed (Resolved) during an interaction, or can remain open and continue processing after the interaction is completed.

• A.True
• B.False

Which of the following would be important to know if you were evaluating the impact of potential process improvements on your company's business objectives? (Choose One)

• A.The amount of time spent on each step of a service process (user time or wait time)
• B.First call resolution rates and the reasons that trigger multiple calls
• C.All of the above
• D.The volume of interactions per period and the mix of interactions by reason

Which of the following steps is necessary in order to configure CPM portal search for an external data source (such as account data from a legacy system)? (Choose One)

• A.Modify the list view rule used for portal search to include your data source
• B.Specify a search retrieval activity on the CPM data source rule
• C.Enable PRPC work indexing on your system

The CPM Tabbed Navigation method _________________. (Choose One)

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

Which of the following would you configure in order to specify the subset of properties that can be included within dialog scripts. (Choose One)

• A.Map value rule within the dialog class
• B.Interaction driver rule
• C.Data source rule
• D.Decision table rule within the dialog class