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Pegasystems Certified Pega Business Architect 24 Sample Questions:

1. In a help desk application, you have the following requirement: The Customer Support Representative must response to a help desk ticket within 4 hour after a customer submits a ticket. Where do you configure the service level to meet this requirement?
Response:

A) The case type
B) The step
C) The process
D) The stage

2. Drag the terms from the bottom into the correct boxes.

Solution:

Determine whether the given solution is correct? Response:

A) Correct
B) Incorrect

3. To meet this requirement you need to set the ___________ in the service level to 5 days.
Response:

A) urgency
B) deadline
C) passed deadline
D) goal

4. A life insurance company has satellite offices in various countries. Each satellite office has its own work queue. Company policy requires that life insurance underwriting is assigned to offices based on the residence of the policy owner.
Which routing approach supports this requirement?
Response:

A) Route the assignment to the correct work queue using an authority matrix.
B) Route the assignment to the correct work queue based on business logic.
C) Route the assignment to the correct work queue using skill-based routing.
D) Route the assignment to a specific underwriter based on business logic.

5. ABC BankCorp wants to create a mobile app experience for users and CSRs for its Transaction Dispute application. Of the following requirements, which option requires you to configure distinct mobile app channels?
(Choose One)
Response:

A) The mobile app supports all mobile phone operating systems.
B) CSRs can create other case type instances on the mobile app.
C) The mobile app customizes currency units and date/time format according to the location of the users.
D) Mobile app color palettes are different for users and CSRs.

Solutions: