Certified Pega System Architect v7.2 — Question 25

Customer Service Representatives (CSRs) review customer requests to replace a lost or stolen credit card. Once the request is approved, customers are notified by letter of the expected delivery date for a replacement card typically within one week.
The CSR must be available to prioritize time-sensitive requests such as requests from customers who are on vacation. Time-sensitive requests are prioritized as follows:
- Customers receive a replacement card the next day.
- Fulfillment requests are sent to a dedicated workbasket.
- Customers receive notification of the expected delivery date by email.
Which action for time-sensitive requests do you implement as an optional action?

Answer options

• A. Increase the urgency for time-sensitive requests.
• B. Send the notificationby email rather than letter.
• C. Update the notification with the expected delivery date.
• D. Route fulfillment requests to a dedicated workbasket.

Correct answer: B

Explanation

The correct answer is B because sending notifications via email is an optional action that can expedite communication with customers. The other options either increase urgency or involve actions that are already part of the established process for handling time-sensitive requests.