To satisfy this user story, you need to add a case wide action to the case workflow. A case wide action

is an action that users can perform at any point in the case life cycle, regardless of their current stage

or assignment status. You can add a case wide action to allow users to cancel an open service request

at

any

time

and

resolve

the

case

accordingly.

Reference:

https://community.pega.com/knowledgebase/articles/case-management/86/configuring-case-wideactions

This answer is correct because it adjusts the urgency value of an aging assignment to increase the

likelihood that the assignment is completed before the deadline. The goal interval in the service level

defines the desired time for completing a case or an assignment. If the goal interval is reached, an

urgency value can be applied to increase the priority of the case or assignment and make it more

visible in the work queue or work list. Reference: https://academy.pega.com/library/87/pegacertified-business-architect-pcba-87v1 (Module 6: Service Levels)

To display the Select hotel amenities section only if customers indicate that they want catering for

the event, you need to create a checkbox for customers to select and add a decision shape that

evaluates whether the checkbox is selected or not. If the checkbox is selected, the case life cycle

proceeds to the Select hotel amenities section; otherwise, it skips that section and goes to the next

step. You also need to configure the menu p

and appointment date fields with a visibility

condition that depends on the checkbox value, so that they are only displayed when customers want

catering for the event. The other options are either incorrect or irrelevant for this requirement.

Reference:

https://docs-previous.pega.com/user-interface/87/controlling-visibility-ui-elements

https://docs-previous.pega.com/case-management/87/adding-decision-shapes-case-life-cycles

To configure the requirement that a customer can update an address at any point during case

processing, you need to add a case-wide optional action to the workflow that performs the address

change process. A case-wide optional action is an action that users can invoke at any time during the

case life cycle. The address change process can be a series of steps that include submitting the new

address, verifying it, and confirming it. The other options are either incorrect or irrelevant for this

requirement. Reference: https://academy.pega.com/topic/optional-actions/v1

Insights are interactive visualizations that help you explore and analyze data in your application. You

can create insights from data queries by selecting the fields that you want to include and choosing a

visualization type, such as a chart or a table. You can also share insights with other users or embed

them

in

dashboards

or

portals.

Reference:

https://community.pega.com/knowledgebase/articles/reporting/86/creating-insights