PEGACPCSD24V1

What is an essential best practice when configuring suggestions for agents in a Pega Customer Service application?A . Hardcoding all suggestions to ensure consistencyB . Regularly updating suggestions based on recent customer interactionsC . Limiting suggestions to only high-level management directivesD . Using static data from the initial system setupView...

Which feature in Pega allows customer service representatives to dynamically adjust their conversation based on customer input?A . Static script optionsB . Predefined conversation flowsC . Dynamic script generationD . Standardized response templatesView AnswerAnswer: C

What is the primary function of an email bot in Pega?A . To send bulk promotional emailsB . To automatically process and respond to incoming emailsC . To monitor social media interactionsD . To handle telephonic queriesView AnswerAnswer: B

Which of the following are common data integration techniques? (Select two)A . ETL (Extract, Transform, Load)B . VPN (Virtual Private Network)C . API (Application Programming Interface)D . SQL (Structured Query Language)View AnswerAnswer: AC

Which activity is a key part of Pega’s approach to application development?A . Defining business objectivesB . Coding from scratchC . Implementing ad-hoc workflowsD . Ignoring user feedbackView AnswerAnswer: A

Which methods are commonly used in UX research? (Select three)A . SurveysB . A/B testingC . Focus groupsD . Cold callingE . Usability testingView AnswerAnswer: ABE

Which approach is best for organizing content within Pega Knowledge to improve accessibility and relevance?A . Grouping content by authorB . Tagging content based on topics and frequently asked questionsC . Organizing content by creation dateD . Limiting content to the most recent entriesView AnswerAnswer: B

What is the primary purpose of associating a service request with a specific customer account in Pega?A . To streamline the billing processB . To ensure accurate reporting and analyticsC . To facilitate personalized customer serviceD . To assign the case to a specialized agentView AnswerAnswer: C

What are the primary value drivers for a contact center? (Choose Three)A . Customer satisfactionB . Average call durationC . First call resolutionD . Operational efficiencyE . Number of new products developedView AnswerAnswer: ACD

Which of the following is essential when setting up an escalation policy for web messaging in Pega?A . Defining the maximum wait time for customer responsesB . Setting up custom themes for chat windowsC . Enabling message archiving for complianceD . Integrating third-party chatbotsView AnswerAnswer: A