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Pega crushes business complexity with __________. Automation AI Automation and AI. Pega's approach to structuring technology around customers journey and outcomes is called: Center-out Pega Express. The benefit of Pega’s Center-out approach is that it gives businesses ___________________. accessible structure flexible infrastructure scalable architecture rapid delivery. Pega Express _____________________________.
unifies a company's data, analytics, and channels into a single connected experience. combines design thinking with a powerful low-code platform to deliver complete applications fast. refers to Pega's way of organizing business architecture around customer journeys and outcomes. reduces costs and improves experiences for customers and employees. Pega solutions handle _____________.
quick fixes, big changes, and everything in between. quick fixes and big changes big changes quick fixes. 10 of the top 10 ______________ use Pega. Global banks Telecommunications companies Insurance companies Healthcare payers. Which of the following is not a key industry for Pega? Education Financial services Government Communications. Pega applications' Center-out approach to business architecture is customer-centric. True False. Pega Express is a product. True False. When businesses approach their business architecture, many make the mistake of starting with which two of the following options? (Choose Two) Back-end systems Front-end systems Front-end channels Customer journeys Back-end channels. Every Pega solution is supported by three pillars. Which of the following is not one of the three pillars? Personas Design thinking Data Microjourneys. Pega applications' Center-out approach gives businesses which two of the following benefits? (Choose Two)
Sustainability Scalability Speed Synergy Security. The Pega Express™ methodology combines _________________ to deliver complete applications fast. Center-out and low-code design thinking and low code design thinking and case management design thinking and Center-out. The pieces of a customer journey tied to outcomes are called: Micro-outcomes Microjourneys Microprocesses Microsteps. The average campaign gets less than a 1% response rate. True False. Customer Decision Hub builds decisioning logic into each channel. True False. The following case represents a great One-to-One Customer Engagement opportunity:
A regional bank with 600,000 customers seeks to improve customer retention. True False. Leading brands use Pega to deliver personalized engagement that balances customer and business needs: in batches, on inbound channels. in real time, across channels. in batches, across channels. in real time, on inbound channels. Next-best-actions, the output of Pega Customer Decision Hub™ _____________________. Balance customer relevance with business outcome Above all, prioritize business outcome Above all, prioritize customer relevance Above all, prioritize products. Based on the image, which scenario represents the best one-to-one customer engagement opportunity? 1 2 3. Which role is not one of the four key buyer or stakeholder personas for one-to-one customer engagement? Data and analytics Marketing Customer experience Customer service. By pushing products without considering what their customers really need, organizations end up losing revenue due to ___________________. missed upsell opportunities lost customers missed cross-sell missed cross-sell and upsell as well as lost customers. Businesses that want to drive better customer experiences sometimes struggle with a high demand for specialized applications. True False. With AI, automation, and collaborative low-code solutions, Pega Platform delivers seamless experiences for customers and employees. True False. The best intelligent automation opportunities are case-based problems with multiple stages and steps in any industry. True False. Many businesses struggle to keep up with the demand for specialized applications because _____________________________________________. Developer resources are scarce and expensive Processes that impact customers involve distributed workforces Legacy systems need to be upgraded. Pega's intelligent automation solutions empower businesses to _____quickly, _____intelligently and _____with confidence. build, automate, scale scale, build, automate automate, scale, build. Which Pega Platform™ capability empowers business and IT to build simple workflow apps for immediate quick impact? Case management Process AI Low-code. Which of the following is not an existing Intelligent Automation industry solution? Financial services onboarding/know your customer Manufacturing Enterprise modernization Communications HR, finance and IT operations. Which role is not one of the key buyer or stakeholder personas for intelligent automation? CIO/CTO COO Enterprise/IT architect Data and analytics. Disconnected processes and systems create friction between customers and agents (or bots). True False. Pega Customer Service helps businesses make decisions with artificial intelligence and get work done with intelligent automation. True False. Pega is best suited for simple, one-off service needs. True False. Which role is not one of the key buyer or stakeholder personas for customer service? Chief Marketing Officer (CMO) Chief Customer Experience Officer VP, Customer Service Head of Operations / COO. Pega simplifies service for: customers, service agents, and IT teams. IT teams alone customers alone service agents alone. Pega's real-time AI __________ and ____________. (Choose Two) guides agents with contextual responses automates and orchestrates work senses a customer's moment of need. Are the following complaints more likely to come from a customer or from a service agent?
- Why do I have to access so many screens?
- Why do I need to use pen and paper?
- Why do I have to ask repeat questions? Customer Service agent. Which of the following scenarios is a strong Pega Customer Service™ opportunity? A global bank needs to manage millions of payment-related inquiries and exceptions on a single platform. A shipping and delivery company wants to create a unified service experience across many channels. An insurance company needs to ensure that the right number of agents are staffed at the right time. Communications and media opportunity
Persona: CMO
Issue: A telecom network with 60 million customers is losing retention revenue due to fragmented systems, while retention agents and store workers struggle to choose from among thousands of offers.
Which is the most appropriate engagement strategy for this opportunity? One-to-One Customer Engagement Customer Service Intelligent Automation. Financial services opportunity
Persona: Chief customer experience officer
Issue: Customers of a large financial services provider are receiving conflicting and irrelevant messages depending on which channel they engage.
Which is the most appropriate engagement strategy for this opportunity? Intelligent Automation Customer Service One-to-One Customer Engagement. Government opportunity
Persona: Inspector General, Department of Labor
Business issue: A state government wanting to improve its citizen service is hampered by redundant, siloed systems and manual, paper-based processes.
Which is the most appropriate engagement strategy for this opportunity? Intelligent Automation Customer Service One-to-One Customer Engagement. Healthcare opportunity
Persona: Head of contact center
Issue: A health benefits and services provider with 8 million customers needs to quickly build a new contact center solution due to compliance requirements and the agents' growing need for easier access to customer information.
Which is the most appropriate engagement strategy for this opportunity? Customer Service One-to-One Customer Engagement Intelligent Automation. Insurance opportunity
Persona: Head of operations
Issue: An insurance company, with thousands of workflows across 200 platforms, requires staff to enter data two or three times, swiveling from one screen to another, and cutting and pasting data from one system to the next.
Which is the most appropriate engagement strategy for this opportunity? Intelligent Automation One-to-One Customer Engagement Customer Service. Manufacturing opportunity
Persona: CTO
Issue: A manufacturer with multiple workflow systems lacks a master system to ensure global standardization, while maintaining flexibility to meet local requirements.
Which is the most appropriate engagement strategy for this opportunity? Customer Service Intelligent Automation One-to-One Customer Engagement. To stay competitive and remain true to its mission of putting customers first, a global bank needs to streamline its slow, paperwork-heavy commercial loan and lease processes.
Which is the most appropriate engagement strategy for this opportunity? One-to-One Customer Engagement Intelligent Automation Customer Service. To stay competitive and remain true to its mission of putting customers first, a global bank needs to streamline its slow, paperwork-heavy commercial loan and lease processes.
Which is the most appropriate engagement strategy for this opportunity? Intelligent Automation One-to-One Customer Engagement Customer Service. An insurance company wants to build long-lasting, high-value relationships with each of its customers. But disjointed channels and siloed decisioning make it difficult to deliver valuable customer experiences.
Which is the most appropriate engagement strategy for this opportunity? One-to-One Customer Engagement Intelligent Automation Customer Service. A large cable provider wants to simplify customer move requests for front-line staff and customers.
Which is the most appropriate engagement strategy for this opportunity? One-to-One Customer Engagement Intelligent Automation Customer Service.
