Pega
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| When using AA what should be specified application should be specified? | show 🗑
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| show | Do not elect to create starting workflows
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| show | That the Data-Admin-DB-Table instanced use the correct CPM table reference
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| How are service objects linked to interactions? | show 🗑
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| show | Categorize or Organize service processes that need to be run
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| What are the key CPM workppols? | show 🗑
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| show | CSR, CSR Manager, System Administrator
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| How are typical phone interactions initiated? | show 🗑
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| show | via an email listener
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| show | To Do for area
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| show | To Do area
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| What happens when processes are launched? | show 🗑
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| show | The user is returned to the Interaction Driver to select the next process
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| show | The Wrap Up process must be completed
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| show | via the Interaction Log area
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| Where can prior service requests and interaction cases be accessed from? | show 🗑
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| show | False. A service case may not be completed during an interaction
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| What is the intended use the the MyCoCA ruleset? | show 🗑
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| Where is customer data used in work processes retrieved from? | show 🗑
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| show | clipboard pages in party classes, as needed
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| show | One interaction case and one or more service case(s)
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| show | via property references
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| show | Intent When Rules
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| show | Intent When Rules (Event)
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| How is the adaptive category configured for suggested processes? | show 🗑
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| How is the case category configured for suggested processes? | show 🗑
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| What agent runs for the adaptive suggestions? | show 🗑
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| What is the main interaction flow for CaseMatch Suggested Items? | show 🗑
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| What is the CAReviewServiceItems CaseMatch rule is used for what? | show 🗑
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| show | to limit the results that are evaluated for review
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| What is the CPM work prefix for PegaCA-Work-Interaction | show 🗑
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| What is the PegaCA-Work-Interaction class used for? | show 🗑
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| What is the CPM work prefix for PegaCA-Work? | show 🗑
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| show | Customer Service Requests
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| What is the PegaCA-Work-QualityReview class used for? | show 🗑
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| show | Q-
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| show | QM-
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| show | Quality review work selection
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| What is the PegaCA-Work-KM-UpdateProcess class used for? | show 🗑
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| What is the CPM work prefix for PegaCA-Work-KM-UpdateProcess? | show 🗑
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| show | pxcpmA-
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| What is the PegaCA-Work-CPMAccelProject class used for? | show 🗑
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| What typs of interactions does CPM use? | show 🗑
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| show | For maximum usability, make categories conditional. use privileges to filter tasks that users aren't authorized to perform. several task caategories are better that one task category that contain many tasks
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| show | Effective use of suggested processed to improve productivity, reduce training time. Analyze what the best CSR's do to satisfy customers and prevent call backs and configure system accordingly
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| How should the interaction process be modified if a queue is handling only a single request type? | show 🗑
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| show | No - this may confuse the user. Instead add a step to check for eligibility at the start of your process and provide the CSR with appropiate scripting, explain why the can't process customers request.
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| show | Yes, you can create a web self-service interaction to log customer actions on your company website. CPM service processes can also be incorporated
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| show | A research interaction performs the same function as a phone interaction except - dialog is not displayed, suggested task and offers not evaluated and the session instantiates a research work object but this is not displayed in customer composite
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| What does the CAWorkClasses Map Value rule determine? | show 🗑
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| What is the CPM Service Process Accelerator? | show 🗑
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| It is best practice to design service processes based on what? | show 🗑
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| Can a CPM Service process be a cover? | show 🗑
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| show | Yes
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| What are the dialog methods? | show 🗑
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| What is unique about a Flow Action-based Dialog? | show 🗑
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| show | Configuration Tools Wizard
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| show | Dialog does not change when the user changes flow action within an assignment. Users can update dialog script text/
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| show | Use dialog scripts strictly for what the CSR should say.
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| What best practice can personalize the dialog interaction between the CSR and Customer? | show 🗑
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| Unless a legal disclaimer, how in depth should dialog be? | show 🗑
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| To facilitate updat/management during QA or production where whoudl dialog be kept? | show 🗑
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| show | both dialog rules and data associations
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| When is the CPM Composit displayed and what does it provide? | show 🗑
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| How should all sections containing customer information be displayed by default? | show 🗑
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| show | conditional - only when necessary
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| How often is composite information to referenced? | show 🗑
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| show | data update or processing
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| show | defer load on tabs
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| show | multiple interactions simultaneously
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| In tabbed navigation, what is the name of the flow that is invoked? | show 🗑
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| In classic navigation, Composite tabs are configured within where? | show 🗑
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| In tabbed navigation, Composite tabs are configured via where? | show 🗑
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| In Tabbed navigation, what is the relationship between harnesses and tabs? | show 🗑
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| show | Allow queuing and Show Interaction Log
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| show | uses threads to manage multiple work objects
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| Where are all process selection categories displayed with Tabbed Navigation? | show 🗑
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| show | Yes, but this cn be configured to meet a group needs instead
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| show | Optimized equally for process & inquiry. Most guided experience, shortest learning time. One process at a time.
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| show | Optimized for complex processes with dense screens. More similiar to navigation in other desktop apps. Allows multiple service processes "inflight" at the same time
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| show | to allow users to create and associate content in a production system
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| show | both rule and data components
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| Campaign rules are generated by which wizard process? | show 🗑
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| show | Via email, post interaction
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| show | Intent-Task/When
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| What rule identifies which survey rule form is used? | show 🗑
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| show | Rule-PegaCA-Survey
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