PEGACPCSD24V1 Pega Customer Service Developer 24 PDF Questions

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2. 1.Operational efficiency in a contact center can be improved by focusing on which of the following? A. Increasing the number of agents B. Optimizing call routing and handling times C. Limiting the number of customer interactions D. Reducing the number of communication channels Answer: B 2.What is a fundamental best practice for designing composite interfaces? A. Using multiple data sources without integration B. Ensuring components are loosely coupled and reusable C. Hardcoding component relationships D. Ignoring user feedback during development Answer: B 3.Which benefit is a primary advantage of using Pega Digital Messaging for customer interactions? A. Increased manual intervention B. Streamlined communication across multiple channels C. Reduced need for automated responses D. Limited customer reach Answer: B 4.In Pega Customer Service, what is the benefit of using dynamic fields during case creation? A. It reduces the need for case templates B. It allows for real-time data updates C. It minimizes user input errors by guiding data entry D. It eliminates the need for data validation Answer: C 5.Which Pega feature facilitates data integration by defining a common structure for data exchange? A. Data Pages B. Data Transforms C. Integration Designer D. Connectors Answer: C 6.Which feature in Pega allows customer service representatives to dynamically adjust their conversation based on customer input? A. Static script options B. Predefined conversation flows C. Dynamic script generation D. Standardized response templates Answer: C 7.What is the role of transaction management in ensuring data consistency during Pega data integration? 2 / 4

3. A. To manage user permissions B. To ensure all data operations either fully succeed or fully fail C. To automate data encryption D. To define network protocols Answer: B 8.Which method is best suited for configuring relationships between entities in Pega's Data Model? A. Using encrypted keys B. Defining primary and foreign keys C. Implementing manual data entry D. Creating user-defined scripts Answer: B 9.What is the primary purpose of associating a service request with a specific customer account in Pega? A. To streamline the billing process B. To ensure accurate reporting and analytics C. To facilitate personalized customer service D. To assign the case to a specialized agent Answer: C 10.Which of the following is a common challenge when creating insights in Pega, and how can it be addressed? A. Data overload; addressed by limiting the number of data points displayed B. Data inaccuracy; addressed by manual data entry C. Limited user access; addressed by removing data security controls D. Visualization complexity; addressed by using only text-based data Answer: A 11.What is an advanced technique for enhancing user experience in Pega applications? A. Using static HTML without any interactivity B. Implementing personalized user journeys using data analytics C. Disabling keyboard shortcuts D. Removing responsive design features Answer: B 12.Which practices are recommended for optimizing user flow in Constellation UX? (Choose Two) A. Reducing the number of steps to complete a task B. Implementing flashy animations for all actions C. Providing clear and intuitive navigation D. Using multiple font styles and sizes Answer: AC 13.What is a recommended approach to organizing data on a Pega dashboard? A. Group data by importance 3 / 4

4. B. Display all available data C. Use a single chart for all data points D. Avoid using visual aids Answer: A 14.Which strategy should be used to ensure that composite interfaces in Pega are both user-friendly and efficient? A. Minimizing the use of interactive elements to reduce complexity B. Incorporating intuitive and easily accessible navigation C. Designing each composite to function independently of others D. Prioritizing aesthetic design over functionality Answer: B 15.What is a critical first step when initiating a service request in Pega's case management system? A. Assigning the case to an available agent B. Validating customer data C. Selecting the appropriate service request template D. Setting the request priority Answer: C 16.What are the primary benefits of Pega Digital Messaging for customer service? (Choose Two) A. Reduced need for manual data entry B. Improved cross-channel communication C. Enhanced graphic design capabilities D. Streamlined customer interactions Answer: BD 17.Which two configuration settings are critical for managing the lifecycle of a service request in Pega? (Choose Two) A. Case locking mechanism B. User login credentials C. Case dependency management D. Email template customization Answer: AC 18.Which configuration ensures that external storage is effectively integrated with Pega’s application data model? A. Choosing a high-capacity hard drive B. Defining API integration points C. Configuring encryption protocols D. Integrating with the application’s data model Answer: D 4 / 4