EMT Practice Test

1. Question Content...

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Question1: A Customer requests roadside assistance. The insurance company creates an Assistance Request case and this results in a creation of a Service Request case which is assigned to a Service provider.
Which configuration is the best practice to copy all customer information from the Assistance Request case to the Service Request case?

Question2: A survey is sent to a customer via email.
How do you configure a solution to ensure the email includes the case ID for the survey?

Question3: Consider the following scenario:
A customer files a fraud complaint. The complaint is investigated by a customer service agent.
The customer service agent may request additional information from the customer.

The merchant is notified and given 15 days to dispute the fraud claim.

If the fraud claim is approved, an affidavit is sent to the customer and a refund is posted to the account.

If the fraud claim is rejected, the customer is notified and given 15 days to respond.

Select the case life cycle design that follows the guidelines for identifying and naming stages.
A:

B:

C:

D:

Question4: A home loan application requires approvals from the Legal team manager and the Finance team manager.
The Legal team manager must approve before the Finance team manager.
How do you configure this requirement?

Question5: As part of a purchase order case, after someone completes a purchase, a confirmation email is sent.
How do you design the case life cycle to send the email?

Question6: Consider this requirement for a business transaction:
An employee submits a request to purchase equipment. The request is sent to the manager for review and approval.
If approved, the request is forwarded to the Fulfillment department.

If the manager rejects the request, it is sent back to the employee for reconciliation or cancellation.

The Fulfillment department will process the request if the requested items are in stock.

Select the case life cycle design that most closely follows the guidelines for identifying and naming stages.
A:

B:

C:

D:

Question7: Consider the following user story:
As an account owner, I want to be able to add a member to my account so I can give the member temporary access.
Which two questions help you define the fields for the user view? (Choose two.)

Question8: A purchase request case is created by an employee. After submitting, the case is assigned to the manager for review. If approved, the case is assigned to the Accounts Payable department where an agent will review and, pending audit, will approve payment.
To determine what type of routing to apply to each assignment, what question do you ask yourself?

Question9: How do you provide users with guidance for completing a form and avoid the need for application training?

Question10: An applicant submits a loan request. The system validates information on the loan application and calculates the credit score of the applicant based on credit reports and the account history with the bank.
If the credit score is unacceptable, the customer is notified of the result and the loan application is

closed.
If the credit is acceptable, the loan application is forwarded to a loan officer for review.

If the loan officer approves the loan request, the loan application is sent to the underwriting department

for processing.
If the loan officer rejects the loan request, the customer is notified of the result and the loan application

is closed.
Select the case life cycle design that most closely follows the guidelines for identifying and naming stages for the use case.
A:

B:

C:

D:

Question11: In a case which tracks requests for auto loans, a requirement states: Customers should be able to modify contact information at any time during the processing of the case.
Contact information changes must not alter or interrupt the primary flow of the case.
Which option meets the needs of this requirement?

Question12: You are assigned to a Pega implementation project as a Pega business architect. Which task are you expected to perform?

Question13: DRAG DROP
Select and move the Business Architect tasks to the Journey Centric Development project order column and place them in the correct order.
Select and Place:

Question14: After an auto accident claim is submitted, a claims adjuster is assigned to the case. The claims adjuster reviews the policy of the claimant to verify coverage. The claims adjuster then begins an accident investigation. If the claim is denied, an appeals process is initiated. When the investigation is complete, a determination of fault is made, and then the accident claim is settled.
Select the case life cycle design that most closely follows the guidelines for identifying and naming stages.
A:

B:

C:

D:

Question15: How do you route an assignment so that any available member of the department can perform the task?

Question16: An airline has the following requirement:
A passenger requiring a service animal must document the type of animal, the size of animal, and any relevant medical information the crew may need during the flight. The application prompts the passenger for this information when the passenger declares that they will travel with a service animal.
How do you configure the case life cycle to meet this requirement?

Question17: In a job application case for a call center position, all customer service agents must speak English, but positions for Spanish, French, and German speakers are also available. During the interview process illustrated below, the Conduct Interview assignment task must be routed to an interviewer who speaks the same language as the applicant.

What is the best way to design routing so the correct interviewer is assigned the task?

Question18: You are designing a medical claim case type and have the following requirement: Medical claims must be resolved within 5 days.
To meet this requirement you need to set the ___________ in the service level to 5 days.

Question19: Which two dependencies do you enforce with a Wait step? (Choose two.)

Question20: How do you adjust the urgency of an aging assignment to increase the likelihood that the assignment is completed before the deadline?

Question21: In a purchase request case type, you have the following requirement: Purchase requests should automatically go to a manager of an employee.
To meet this requirement, you design a case with a _________.

Question22: While running through a case life cycle, a business stakeholder notices a problem in a summary view. The view should be read-only but half of the form can be edited.
How can the business stakeholder communicate this problem to the development team using Agile Workbench?

Question23: In a help desk application, you have the following requirement: The Customer Support Representative must respond to a help desk ticket within 4 hours after a customer submits a ticket.
Where do you configure the service level to meet this requirement?

Question24: Consider the following scenario:
During the Interview process for a Job Application case, an administrative assistant selects the date

and location of the interview.
Next, an email invitation is sent to the candidate.

During the interview, the hiring manager captures notes from the discussion.

Finally, the candidate is assigned a technical exercise and the results are added to the case.

Select two step names that follow the guidelines for identifying and naming the steps in the process.
(Choose two.)

Question25: Consider the following scenario:
An employee submits a request to purchase equipment. The request is sent to the manager for review. If approved, the request is forwarded to the Fulfillment department.
How do you name the step where the request is sent to the manager?

Question26: You are preparing to delegate a number of business rules. What three prerequisite actions must be taken before you can delegate the business rules? (Choose three.)

Question27: DRAG DROP
Select each application design requirement on the left and drag it to the appropriate design approach on the right.
Select and Place: