Online Access Free PEGACCA Exam Questions

To specify the numeric scoring values for a question within a quality review or customer satisfaction survey, choose one componet you would configure. (Choose One)

• A.The CPM survey rule form
• B.A decision tree or decision table rule
• C.A map value rule

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 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.
• 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 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.

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.All of the above
• C.The volume of interactions per period and the mix of interactions by reason
• D.First call resolution rates and the reasons that trigger multiple calls

Which one of the following is a benefit of interaction goal processing within CPM? (Choose One)

• A.Deliver customer service that is personal and tailored to the customer and situation
• B.Automates manual tasks for better straight-through processing of requests
• C.Route interactions to the user that is best able to handle the customer request

Which of the following is a best practice for design of the CPM composite area? (Choose One)

• A.Composite tabs should be conditionally displayed based on the customer
• B.Data that is visible in the composite should never be repeated/duplicated in service item flow actions
• C.Sections within composite tabs should allow for data edit/update