Practice Free PEGACPCSD24V1 Exam Online Questions
What does ‘omni-channel’ refer to in customer service?
- A . Using a single channel for customer interactions
- B . Integrating multiple channels to provide a seamless customer experience
- C . Prioritizing digital channels over traditional ones
- D . Eliminating all but the most efficient channels
When configuring Messaging AI in Pega, what is the purpose of intent recognition?
- A . To identify the customer’s preferred communication channel
- B . To categorize and prioritize customer requests
- C . To predict the best time to respond to a customer
- D . To determine the geographic location of the customer
What is the primary benefit of using email parsing rules in Pega’s email bot configuration?
- A . To enhance the aesthetic design of the email bot
- B . To automatically extract relevant information from incoming emails
- C . To manage the routing of emails to external systems
- D . To track the opening rates of emails sent by the bot
What is the first step in creating a new service request in a case management system?
- A . Assigning the case to a manager
- B . Entering customer details
- C . Selecting the service request type
- D . Setting the priority level
What is an essential best practice when configuring suggestions for agents in a Pega Customer Service application?
- A . Hardcoding all suggestions to ensure consistency
- B . Regularly updating suggestions based on recent customer interactions
- C . Limiting suggestions to only high-level management directives
- D . Using static data from the initial system setup
What are the advantages of using composite tabs in a user interface? (Choose Three)
- A . Improved organization of related content
- B . Enhanced performance through content segregation
- C . Increased complexity for users
- D . Better user experience with targeted information
- E . Overloading the interface with information
What is a critical factor in configuring customer verification processes to ensure both security and user satisfaction?
- A . Implementing a single, universal verification method
- B . Balancing the number of verification steps with the user’s ease of access
- C . Prioritizing security over customer convenience
- D . Using complex and lengthy verification processes
What are the primary activities involved in Pega’s application development approach? (Choose Three)
- A . Direct Capture of Objectives (DCO)
- B . Agile development methodologies
- C . Manual data migration
- D . Automated testing
- E . Paper-based documentation
What does configuring coexistence in Pega refer to?
- A . Integrating Pega applications with legacy systems
- B . Setting up a multi-user environment
- C . Developing user interfaces for multiple platforms
- D . Creating a multilingual application
What is a key consideration when configuring customer verification processes in Pega?
- A . Using minimal security measures
- B . Ensuring multiple verification steps
- C . Ignoring user authentication
- D . Simplifying the verification process to one step