The company wants you to configure a service level agreement (SLA) that begins at the start of the next business day, to ensure timely processing of the following assignments:
• Product inquiry assignment – a customer submits product inquiries
• Review assignment – a customer service representative (CSR) reviews the inquiry and replies to the customer
Which two configurations, when performed together, meet the requirement to delay SLA processing? (Choose two.)
To ensure that the SLA begins at the start of the next business day, two configurations are needed. Setting the Assignment Ready field to 'Dynamically defined on a property' is crucial because it uses a DateTime property value to determine when users are expected to start work on assignments, which helps in delaying SLA processing until the next business day. Applying the SLA to the Review assignment ensures that the customer service representative (CSR) has the delayed start for processing the inquiry, thereby meeting the requirement for timely processing from the CSR's perspective.
It's A & C
Answer should be 'A' & 'C'
Answer : Option A is correct for sure. Option B is wrong because it is customer who is submitting the product inquiry .. logically thinking why to delay that assignment. Option C is correct because that is the CSR who has to repond to the queries on the .. so that assignment should have delay ..
Why C and not B ? we want both of assignment to be delayed, since Product inquiry is before review, delay this assignment will delay both
A is correct to calculate the start of the next business day when the assignment is reached. C is correct because the requirement says that the CSR must be able to process the assignment in a timely manner, which is reviewing the inquiry. D is wrong because Timed Delay only alows a fixed days, hours and minutes configuration.
In your organization, employees work between 8:00 AM and 5:00 PM EST only. Some assignments are sent to the employee work queue between 5:01 PM and 07:59 AM, but work does not begin until regular business hours start. For assignments that come in after hours, which Assignment Ready option do you use to delay the start of service-level agreements until 8:00 AM each day? Responses No configuration needed Dynamically defined on a property Time delay Immediately You can check answer feedback only once for each question. However, you can change your answer at any time. Once selected, click Next to save your answer. Correct 2 The Dynamically defined on a property option uses a DateTime property value to determine when users are expected to start work on assignments. Module Quiz: https://academy.pega.com/module/extending-service-level-agreement-configurations/v4/quiz/in/37186