Pass the Pegasystems Certified Lead System Architect (CLSA) PEGACPLSA88V1 Questions and answers with CertsForce

Pega Customer Service functions as the customer interaction system of record within the enterprise architecture. It manages customer interactions and provides a comprehensive view of customer information and history, facilitating efficient and effective customer service.

References:

Pega Customer Service: Customer Interaction Management

Pega System of Record: Defining System of Record

 Next-Best-Action (NBA): This concept in Pega Customer Decision Hub involves recommending the best possible action for each customer interaction, which often includes decisions in customer service, marketing, sales, and risk management.

 Loan Decision: NBA is frequently applied in financial services to determine creditworthiness and loan approval, leveraging predictive analytics and customer data to make informed decisions.

 Reference: Pega Customer Decision Hub documentation outlines the application of NBA in making critical customer decisions, such as loan approvals, to enhance customer experience and operational efficiency (Pega Customer Decision Hub Documentation, Decision Strategies).

To ensure the performance of the Pega application does not degrade over time, consider the following recommendations:

Maintain Fragmented Tables: Schedule scripts to regularly maintain and defragment tables that are frequently updated. This helps in optimizing database performance.

Purge and Archive Records: Implement purging and archiving strategies based on the company's record retention policy. This practice helps in managing data growth and ensures that the system remains performant over time.

References:

Database Maintenance

Data Archiving

To extend the Pega Foundation for Healthcare (PFH) data model:

Direct Inheritance for Extension (B):

Use direct inheritance to extend the foundation data model provided by PFH. This ensures that the core data model remains intact while allowing for the addition of new fields and data classes specific to the company's needs.

Pattern Inheritance for Behavior (B):

Utilize pattern inheritance to extend application-specific behavior. This allows for customization and the addition of application-specific logic while maintaining a clear separation from the core data model.

References:

Pega Foundation for Healthcare Implementation Guide

Pega Inheritance Models Documentation

 Queue Status "Available": When the queue status for an item is "Available," it indicates that the item is ready for processing but has not yet been picked up by the agent.

 Failed Processing: If the agent attempted to process an item but failed, it can be reflected in the status. The item remains in the queue, and the system logs may indicate the failure reason.

 Scheduled Processing: The status "Available" can also mean that the item is scheduled for future processing based on the agent's schedule.

References:

Pega Academy: System Queue Management

Pega Documentation: Understanding Agent Status and Queue Management

Configure Add Party User Action:

Go to the user actions section in the case type configuration.

Local Action Configuration:

Ensure that the addparty user action is available as a local action during case creation to allow case workers to add a work party.

For Pega Web Mashup to follow the same-origin policy, both the web application page URL and the Pega gadget URL must have the same origin, which includes the same scheme (HTTP/HTTPS), host, and port.

Configuration A and Configuration B:

Web application page URL: https://www.pega.com/MyWebApp/home.html

PEGA Gadget URL: https://www.pega.com/MyWebApp/gadgetA.html

In both configurations A and B, the scheme (https), host (www.pega.com), and port (default HTTPS port 443) are the same, which adheres to the same-origin policy.

References:

Pega Web Mashup and Same-Origin Policy

To ensure that the insurance company can meet the 24-hour response time requirement for claims submitted by email, the best recommendation is to use an email listener with concurrent threads. This configuration allows the system to process multiple emails simultaneously, thereby handling the high volume of 500 emails per hour efficiently. References:

Pega Documentation on Email Listener: Email Listener

For back-to-back processing on the follow action form to ensure that getnextwork processing does not occur, configure it to "Look for the assignment to perform." This ensures that the system checks for the next assignment within the current context without moving to the next item in the work queue. References:

Pega Get Next Work Configuration: Get Next Work

To meet the requirement that only the work group manager can read and write purchase request cases when the total amount exceeds USD 10,000, the following configurations can be used:

Reads Access Control Policy: Use a reads access control policy with a condition that checks if the amount is less than USD 10,000. This restricts access based on the purchase request amount.

Conditional Access in Access Manager: Configure conditional access in Access Manager to allow read and write permissions for purchase request cases only when the amount is less than USD 10,000. References:

Pega Documentation on Access Control Policies: Access Control Policies

Pega Access Manager: Access Manager