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CPM
Pega
| Question | Answer |
|---|---|
| When using AA what should be specified application should be specified? | the CPM application |
| What action should be skipped if using DCO with CPM? | Do not elect to create starting workflows |
| What should be verified if using DCO with CPM? | That the Data-Admin-DB-Table instanced use the correct CPM table reference |
| How are service objects linked to interactions? | via property references |
| What is the purpose of the interaction driver? | Categorize or Organize service processes that need to be run |
| What are the key CPM workppols? | Interactions, Service Items, Quality Reviews |
| What are the primary CPM roles? | CSR, CSR Manager, System Administrator |
| How are typical phone interactions initiated? | via a screen pop triggered by integration with the telephony system |
| How are typical inbound correspondence interactions initiated? | via an email listener |
| Selections from suggested and other processes are listed where? | To Do for area |
| Where are processes launched from? | To Do area |
| What happens when processes are launched? | CPM Interaction Driver changes to the process area |
| What happens once a process is completed? | The user is returned to the Interaction Driver to select the next process |
| What must be done to close an interaction? | The Wrap Up process must be completed |
| Where can service cases worked on during an interaction be accessed? | via the Interaction Log area |
| Where can prior service requests and interaction cases be accessed from? | via the Customer Composite |
| T/F A service case must be completed during an interaction. | False. A service case may not be completed during an interaction |
| What is the intended use the the MyCoCA ruleset? | Pre-production use only |
| Where is customer data used in work processes retrieved from? | Activities in interface classes |
| Where is cutomer data used in work processes copied to? | clipboard pages in party classes, as needed |
| what types of work object does CPM manage during a customer interaction? | One interaction case and one or more service case(s) |
| How are service objects created as part of the interaction linked to the interaction? | via property references |
| How is the general category configured for suggested processes? | Intent When Rules |
| How is the event category configured for suggested processes? | Intent When Rules (Event) |
| How is the adaptive category configured for suggested processes? | Intent When Rules (Likelihood) |
| How is the case category configured for suggested processes? | Case Match Rules |
| What agent runs for the adaptive suggestions? | CAAggregateData |
| What is the main interaction flow for CaseMatch Suggested Items? | CAReviewServiceItems |
| What is the CAReviewServiceItems CaseMatch rule is used for what? | to set conditions for review |
| What is the map value AppListMaximums is used for what? | to limit the results that are evaluated for review |
| What is the CPM work prefix for PegaCA-Work-Interaction | I- |
| What is the PegaCA-Work-Interaction class used for? | Customer interactions |
| What is the CPM work prefix for PegaCA-Work? | S- |
| What is the PegaCA-Work class used for? | Customer Service Requests |
| What is the PegaCA-Work-QualityReview class used for? | Quality review cases |
| What is the CPM work prefix for PegaCA-Work-QualityReview? | Q- |
| What is the CPM work prefix for PegaCA-Work-QualityReview-Gen? | QM- |
| What is the PegaCA-Work-QualityReview-Gen class used for? | Quality review work selection |
| What is the PegaCA-Work-KM-UpdateProcess class used for? | Knowledge content update requests |
| What is the CPM work prefix for PegaCA-Work-KM-UpdateProcess? | K- |
| What is the CPM work prefix for PegaCA-Work-CPMAccelProject? | pxcpmA- |
| What is the PegaCA-Work-CPMAccelProject class used for? | CPM Service Process Accelerator (configuration case) |
| What typs of interactions does CPM use? | phone, chat, email, fax, mail, research |
| What are the best practices for designing the interaction driver task structure? | For maximum usability, make categories conditional. use privileges to filter tasks that users aren't authorized to perform. several task caategories are better that one task category that contain many tasks |
| What are the best practices to make the system "smart"? | Effective use of suggested processed to improve productivity, reduce training time. Analyze what the best CSR's do to satisfy customers and prevent call backs and configure system accordingly |
| How should the interaction process be modified if a queue is handling only a single request type? | to automaically start the service process post verification, then check the interaction driver to see if the customer has other requests |
| Can I conditionally show intent tasks based on customer data rather than the CSR privileges? | No - this may confuse the user. Instead add a step to check for eligibility at the start of your process and provide the CSR with appropiate scripting, explain why the can't process customers request. |
| Can CPM support web self service interactions? | Yes, you can create a web self-service interaction to log customer actions on your company website. CPM service processes can also be incorporated |
| What is research interaction? | A research interaction performs the same function as a phone interaction except - dialog is not displayed, suggested task and offers not evaluated and the session instantiates a research work object but this is not displayed in customer composite |
| What does the CAWorkClasses Map Value rule determine? | The correct work class to instantiate |
| What is the CPM Service Process Accelerator? | a wizard that helps automate the creation of a service process. |
| It is best practice to design service processes based on what? | the customer's experience from intial request through resolution |
| Can a CPM Service process be a cover? | Yes |
| Can I use "service" processes in other PRPC systems? | Yes |
| What are the dialog methods? | flow Action-based and Assignment-based |
| What is unique about a Flow Action-based Dialog? | Default method. Dialog changes when user changes flow action within an assignment. Dialog is created and dynamically associated with a flow and flow action combination |
| What tool is used by the Dialog methods? | Configuration Tools Wizard |
| What is unique about Assignment-Based Dialog? | Dialog does not change when the user changes flow action within an assignment. Users can update dialog script text/ |
| It is a best practice to use dialog for what type of information? | Use dialog scripts strictly for what the CSR should say. |
| What best practice can personalize the dialog interaction between the CSR and Customer? | Use references to customer information |
| Unless a legal disclaimer, how in depth should dialog be? | relatively short |
| To facilitate updat/management during QA or production where whoudl dialog be kept? | In seperate rulesets |
| When moving dialog to other systems, flow action-based dialogs migrations, should include what? | both dialog rules and data associations |
| When is the CPM Composit displayed and what does it provide? | During customer interaction and provides CSR with a 360 degree view of the customer. |
| How should all sections containing customer information be displayed by default? | Data needed less than 80% of the time assecible but collapsed. all other information expanded |
| Because displaying numerous tabs may be unecessary in a specific contexthow should composite tabs be configured? | conditional - only when necessary |
| How often is composite information to referenced? | occasionally - adequate process flows reduces composite use |
| Composite is not used for what activities? | data update or processing |
| How should performance be improved on tabs? | defer load on tabs |
| How many chat interactions can a CSR work with? | multiple interactions simultaneously |
| In tabbed navigation, what is the name of the flow that is invoked? | CAInteractionDriver, but assignments/flow actions are not used to manage intial interaction displays. |
| In classic navigation, Composite tabs are configured within where? | CAComposite Harness |
| In tabbed navigation, Composite tabs are configured via where? | Composite tabs are configured via the Composite tab of the Interaction Driver rule |
| In Tabbed navigation, what is the relationship between harnesses and tabs? | One harness is specified for each tab. |
| What additional options are available for tabbed navigation on the Interaction Driver? | Allow queuing and Show Interaction Log |
| How are tabbed navigation processes managed within the clipboard structure? | uses threads to manage multiple work objects |
| Where are all process selection categories displayed with Tabbed Navigation? | on the left panel |
| By default, can users determin their own navigation preference? | Yes, but this cn be configured to meet a group needs instead |
| What are the characteristics of classic navigation? | Optimized equally for process & inquiry. Most guided experience, shortest learning time. One process at a time. |
| What are the characteristics of tabbed navigation? | Optimized for complex processes with dense screens. More similiar to navigation in other desktop apps. Allows multiple service processes "inflight" at the same time |
| Why is it a best practice that knowledge content in a seperate ruleset? | to allow users to create and associate content in a production system |
| When migrating knowledge content what must the migration include? | both rule and data components |
| Campaign rules are generated by which wizard process? | Rule-PegaCA-Intent-Campaign |
| How are satisfaction surveys received? | Via email, post interaction |
| What is evaluated during wrapup to determin if the customer should receive a survey? | Intent-Task/When |
| What rule identifies which survey rule form is used? | CADetermineSatisfactionSurvey |
| What forms are used to configure surveys and scoring? | Rule-PegaCA-Survey |
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