Pega
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show | the CPM application
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show | Do not elect to create starting workflows
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What should be verified if using DCO with CPM? | show 🗑
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show | via property references
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What is the purpose of the interaction driver? | show 🗑
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What are the key CPM workppols? | show 🗑
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What are the primary CPM roles? | show 🗑
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How are typical phone interactions initiated? | show 🗑
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How are typical inbound correspondence interactions initiated? | show 🗑
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show | To Do for area
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show | To Do area
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show | CPM Interaction Driver changes to the process area
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What happens once a process is completed? | show 🗑
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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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show | via the Customer Composite
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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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show | Activities in interface classes
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Where is cutomer data used in work processes copied to? | show 🗑
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show | One interaction case and one or more service case(s)
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How are service objects created as part of the interaction linked to the interaction? | show 🗑
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How is the general category configured for suggested processes? | show 🗑
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How is the event category configured for suggested processes? | show 🗑
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show | Intent When Rules (Likelihood)
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show | Case Match Rules
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show | CAAggregateData
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What is the main interaction flow for CaseMatch Suggested Items? | show 🗑
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show | to set conditions for review
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What is the map value AppListMaximums is used for what? | show 🗑
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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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show | Quality review cases
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What is the CPM work prefix for PegaCA-Work-QualityReview? | show 🗑
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What is the CPM work prefix for PegaCA-Work-QualityReview-Gen? | show 🗑
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What is the PegaCA-Work-QualityReview-Gen class used for? | show 🗑
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show | Knowledge content update requests
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show | K-
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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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Can I conditionally show intent tasks based on customer data rather than the CSR privileges? | show 🗑
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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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show | The correct work class to instantiate
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show | a wizard that helps automate the creation of a service process.
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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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show | flow Action-based and Assignment-based
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show | Default method. Dialog changes when user changes flow action within an assignment. Dialog is created and dynamically associated with a flow and flow action combination
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What tool is used by the Dialog methods? | show 🗑
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What is unique about Assignment-Based Dialog? | show 🗑
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It is a best practice to use dialog for what type of information? | show 🗑
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show | Use references to customer information
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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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Because displaying numerous tabs may be unecessary in a specific contexthow should composite tabs be configured? | show 🗑
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How often is composite information to referenced? | show 🗑
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Composite is not used for what activities? | show 🗑
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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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show | Composite tabs are configured via the Composite tab of the Interaction Driver rule
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In Tabbed navigation, what is the relationship between harnesses and tabs? | show 🗑
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What additional options are available for tabbed navigation on the Interaction Driver? | show 🗑
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How are tabbed navigation processes managed within the clipboard structure? | show 🗑
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show | on the left panel
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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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How are satisfaction surveys received? | show 🗑
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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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