PEGACPCSD24V1

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

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 botB . To automatically extract relevant information from incoming emailsC . To manage the routing of emails to external systemsD . To track the opening rates...

Which settings are essential when configuring Pega Call for customer service? (Choose Two)A . Defining call routing rulesB . Setting up voice recognition scriptsC . Customizing call queuing mechanismsD . Integrating with cloud storageView AnswerAnswer: AC

What best practice should be followed to ensure successful coexistence when integrating Pega applications with third-party systems?A . Implementing manual data entry for critical processesB . Using real-time data synchronization methodsC . Avoiding the use of APIsD . Customizing all data exchanges manuallyView AnswerAnswer: B

Which practices are recommended for optimizing user flow in Constellation UX? (Choose Two)A . Reducing the number of steps to complete a taskB . Implementing flashy animations for all actionsC . Providing clear and intuitive navigationD . Using multiple font styles and sizesView AnswerAnswer: AC

How does a contact center typically enhance customer experience?A . By using automated systems to reduce the need for human interactionB . By providing multi-channel support including phone, email, and chatC . By offering extensive marketing and promotional messagesD . By reducing the availability of live agentsView AnswerAnswer: B

Which best practices should be followed when defining composite user interfaces? (Choose Three)A . Modular designB . Consistent stylingC . High reliance on manual data entryD . Performance optimizationE . Avoiding the use of responsive designView AnswerAnswer: ABD