Which one of the following statements about correspondence is NOT correct?

The choice highlighting that correspondence rules can be defined only as email is not accurate because Pega allows for multiple types of correspondence, not limited to email. Correspondence in Pega encompasses various communication methods, including faxes, letters, and notifications, in addition to emails. This flexibility enables users to create correspondence that best fits the needs of the process or business context.

Understanding this, it becomes clear that Pega encourages diverse communication strategies, which enhances customer engagement and operational effectiveness. Other methods of correspondence may utilize different formats or transmission methods, allowing for a broader range of options tailored to specific scenarios in a workflow.

In contrast, the other statements are valid reflection of Pega's functionality. For instance, the ability to attach a copy of sent correspondence to a work item supports documentation and tracking, while the inclusion of image references within correspondence rules facilitates enhanced visual communication. Also, the capability to send correspondence from an assignment or utility shape emphasizes the context-based approach that Pega employs in sending communications throughout the workflow.