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AndreH71 Member since 2018 1 post
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Posted: 2 years ago
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Answer on question 3 chapter 9 configuring a service level agreement

Question 3 reads

A service level agreement rule describes the following behavior:

Urgency Adjustment

Interval length

Limit

Start of service level

20

Goal interval

10

8

Deadline interval

20

24

Passed Deadline interval

20

24

3

The service level provides a four-hour initial delay. If the case urgency (.pxUrgencyWork) is set to 10 and the case reaches the assignment at 9am Monday, what is the assignment urgency at 12pm Wednesday?

60

80

100

50

The correct answer given by the course is 60 with the following explenation.

The assignment urgency begins at 10. The urgency then increments to 30 when the assignment is ready at 1pm Monday. The urgency then increments to 40 when the goal interval ends at 9pm Monday. The urgency then increments to 60 when the deadline interval ends at 1pm Tuesday

However is the correct answer not 80 since the passed deadline interval at Wednesday at 1 pm increases the urgency to 80 ?

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