Pegasystems PEGACPCSD24V1 Übungsprüfungen
Zuletzt aktualisiert am 26.04.2025- Prüfungscode: PEGACPCSD24V1
- Prüfungsname: Certified Pega Customer Service Developer 24
- Zertifizierungsanbieter: Pegasystems
- Zuletzt aktualisiert am: 26.04.2025
What is the most critical initial step when configuring a new service request in Pega Customer Service?
- A . Assigning the request to an available agent
- B . Configuring the service request template
- C . Defining the customer interaction channel
- D . Validating customer data integrity
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
What is the role of the Interaction History feature when configuring Pega Call in a Pega Customer Service application?
- A . To store call recordings for future reference
- B . To track customer interactions and provide context during calls
- C . To manage the integration of telephony services
- D . To automate the routing of calls based on customer profile
What are the benefits of implementing Pega Digital Messaging in a customer service application? (Choose Two)
- A . Enhanced customer engagement
- B . Decreased interaction tracking
- C . Improved response times
- D . Manual data entry
Which feature is essential for configuring dialogs for customer service representatives in Pega?
- A . Dynamic script generation
- B . Static response options
- C . Complex language
- D . Inflexible conversation flows
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
Which approach is best for organizing content within Pega Knowledge to improve accessibility and relevance?
- A . Grouping content by author
- B . Tagging content based on topics and frequently asked questions
- C . Organizing content by creation date
- D . Limiting content to the most recent entries
Which activity is a key part of Pega’s approach to application development?
- A . Defining business objectives
- B . Coding from scratch
- C . Implementing ad-hoc workflows
- D . Ignoring user feedback
Which best practice is essential for efficient case creation in Pega Customer Service?
- A . Custom coding for each new case
- B . Using predefined templates
- C . Manual assignment of cases
- D . Ignoring duplicate case detection
Which settings are essential when configuring Pega Call for customer service? (Choose Two)
- A . Defining call routing rules
- B . Setting up voice recognition scripts
- C . Customizing call queuing mechanisms
- D . Integrating with cloud storage