Certified Pega Senior System Architect v8.7 — Question 31

An assignment service-level agreement (SLA) is configured with the following details:
• Initial urgency: 15
• Assignment ready: Timed delay of 2 hours
• Goal: 1 hour and increase urgency by 10
• Deadline: 2 hours and increase urgency by 15
• Passed deadline: 1 hour, increase urgency by 10, and limit events to 10
Assuming no other urgency adjustments, what is the assignment urgency 4.5 hours after the case reaches the assignment?

Answer options

Correct answer: A

Explanation

After 4.5 hours, the initial urgency of 15 increases with each SLA parameter: after 2 hours, it becomes 25 (15 + 10), then after the next 2 hours (totaling 4 hours), it increases to 40 (25 + 15). The additional 0.5 hours does not trigger any further changes, so the final urgency is 40. The other options are incorrect as they do not account for the correct increments based on the SLA parameters.