[2026] Pegasystems PRPC Certified CPM Architect

문제1

True or False, In most implementations, CPM becomes the system of record for customer information such as account data and financial account transactions.

A. True

B. False

정답: B

문제2

True or False, By using the CPM SLA override service process, you can identify an SLA rule that should be used for all work for a specified customer for a specified period of time.

A. True

B. False

정답: A

문제3

Which of the following is NOT a benefit of suggesting processes to a user during a customer interaction? (Choose One)

A. Improved customer satisfaction

B. Reduced user training time

C. Improved user productivity

D. None. All of the above are benefits

정답: D

문제4

Your company is implementing CPM to manage its customer service interactions which include new product orders, returns, repair requests, billing inquiries, etc. There are 25 request types in total. For the initial implementation, processing of these requests will be largely "capture and route"; where the CSR will capture details of the request and then it will be routed to another department to complete processing. In future implementations, process steps for each request type will be automated according to its frequency and priority. These automated steps will vary significantly by request type. Which design will give you maximum flexibility. (Choose One)

A. Create a new service item work type for each request type. Use a common workflow that is called by each service work type. In a future release, create workflows that are specific to each request type.

B. Create a single "general service item" work type that will be used for every service type. Add multiple Interaction Driver task entries for each request type that point to the general service item work type. In a future release, circumstance elements of the request process to vary by request type.

정답: A

문제5

You should minimize the number of comments fields used within service item screens because ______________. (Choose One)

A. Typing many comments impedes user productivity

B. Free form comments are hard to read and understand during subsequent customer interactions

C. It is more difficult to report on data contained within comments than it is to report on data contained within named fields

D. All of the above

정답: D

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