EMT Practice Test

1. Question Content...

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Question1: Northern trail outfitters (N T O) wants to automatically dispatch a technician's next two service appointments after the technician completes their current service appointment. NTO wants to be consistent across all of the service territories and control the number of service appointments that are pushed to the technician.
What automated processing should the consultant configure upon work order completion to dispatch the next two appointments?

Question2: Universal container want to offer customers a maintenance plan that provides 12 monthly checkups the customer will call to schedule each visit How should consultant configure the maintenance plan to meet the requirements

Question3: which configuration can universal containers use to brand the field service lightning mobile app?

Question4: Upon arrival for the service appointment, technician report a team of people is required to resolve the issue How can the dispatcher ensure the required resources are assign to the issue?

Question5: Universal containers plans to deploy field service lightning to 100 external contractors. There are 75 contractors who need access to work Orders assets mobile app, and chatter. the remaining 25 contractors are paid a commission on sales of containers and need to schedule resources.
Which license types and quantities should the consultant recommend?

Question6: universal container wants its technician to follow a standard operating procedure (S O P) while performing maintenance on an individual asset. Each operation should be captured independently to allow technician to enter note and update status they progress with the work preventative maintenance should be with a single visit Which data model should the consultant recommend to the universal container?

Question7: Universal Containers is evaluating a strategy for reducing the cost of service using automated scheduling.
Which two approaches will contribute to this goal? Choose 2 answers

Question8: Universal Containers outsources 100 hours of weekly maintenance to an external Contractor. Jobs are assigned to a Contractor Manager instead of individual external technicians. The Contractor Manager is in charge of updating Service Appointments and Work Orders upon completion.
How should a Consultant implement the requirement?

Question9: A Dispatcher is notified of a local power outage. All service appointments in the affected area must be rescheduled to a different day.
How should the dispatcher update the service appointments?

Question10: Universal Containers wants to standardize creation of Work Orders. Historically, Work Orders have been set up with the incorrect skills and estimated time to completion.
What should a Consultant utilize to meet this requirement

Question11: time sheet entries can be associated to which two objects? Choose 2 answer

Question12: Northern Trail Outfitters wants to report on its Assets and reflect their attributes including hierarchical relationships.
How should the Consultant meet this requirement?

Question13: universal container provides installation services for each of its products. Each product requires different number of times, and a different sets of installation tasks How should a consultant configure field service lightning to support this service

Question14: universal containers has customers who have previously negotiated pricing on some products.
Which price book structure should a consultant recommend when considering the implications of pricing on work orders?

Question15: a dispatcher notice that the crew assigned to a service appointment is missing a skill requirement for the appointment.
How can the dispatcher update the service crew to meet those requirements?

Question16: Universal containers wants to assign service appointments based on the polygon of the child service Territory in the hierarchy.
How should a consultant assign service appointments to the polygon?

Question17: A customer wants to return a defective product instead of scheduling a Service Appointment.
How should this product be tracked in Salesforce Field Service?

Question18: Containers wants to offer their Field Technicians a more limited view of Work Orders and Service Appointments in the Field Service mobile app compared to their Dispatchers. What should a Consultant recommend so the Field Technician sees only the necessary fields?

Question19: Universal containers has a large volume of cancellations occurring on their Work Orders. The COO wants to manage Work Order cancellations and subsequent follow-ups. Which two options should a Consultant recommend? Choose 2 answers.

Question20: Each container consists of multiple parts that are tracked by Asset records. Universal Container's customers usually wait until several parts need service before requesting a Technician come on-site to save money on service charges.
How should a Consultant configure Salesforce Field Service to track the work performed?

Question21: Service appointments in a "cannot complete" status may indicate that an additional part or expert assistance is needed to complete the work. Universal containers defined that service appointments in a "cannot complete" status are unable to be rescheduled or unscheduled for history tracking purposes.
Which two items should the consultant recommend to meet the requirement?
Choose 2 answers

Question22: An employee at Universal Containers performs the role of a Dispatcher and a Technician.
How should a Consultant configure Salesforce Field Service to support this behavior?

Question23: Some Technicians report that they are unable to log in to the Salesforce Field Service mobile app. The Consultant confirmed that the Technicians have the Salesforce Field Service Resource License and Salesforce Field Service Resource Permissions assigned to them.
How should a Consultant provide access to the Salesforce Field Service mobile app?

Question24: A Field Service Technician wants the ability to view a list of currently available parts on another Technician's truck. The Technician will then have ability to request the part(s) from the other Technician. What should a Consultant recommend to view and transfer parts between Technicians?

Question25: Universal Containers has Role-based Technicians and Managers who handle Service Appointments. Many times, Technicians arrive on-site but are unable to gain access to the customer's equipment. In this scenario, only the Manager has permission to cancel the Service Appointment. How should a Consultant recommend adhering to this business process?

Question26: universal container technicians have 12 mandatory company holidays each calendar year. Technician need view all of their absence records at once Which two applications should a consultant recommend to meet this requirement?
Choose 2 answers

Question27: a customer makes one appointment for the sales department, and another
appointment for the service department. The two appointments should be handled on the same day, but should be created as separate appointments. In addition, the technician must complete one appointment before starting the next. The agent wants to make sure these two appointments are scheduled together and in sequence.
Which three things should the consultant verify to ensure these requirements are simultaneous scheduling will occur?
Choose 3 answers

Question28: Universal Containers wants to provide Dispatchers with Account and Asset details when they hover over each Service Appointment. How should a Consultant recommend implementing this feature?

Question29: Universal Containers (UC) wants to deploy Knowledge to its field team.
How should UC ensure its Technicians can access Knowledge Articles offline?

Question30: universal container (uc) is rolling out inventory management to better manage parts and inventory. UC wants to automatically associate certain parts and products to work orders on creations based on the work to be performed.
How should the Consultant meet this requirement?

Question31: Universal Containers provides multiple service types (i.e, Installation, Maintenance, Break/Fix, etc). Each Service requires a variety of skills and certifications in order for a resource to excel. Which two configurations should a Consultant implement to meet this requirement? Choose 2 answers

Question32: universal container want to dispatch group of service appointment to there technician the number of service appointment dispatched at the time varies among different services territories Which two settings should a consultant enable to ensure the service appointments?
are dispatched correctly?

Question33: The org-wide default sharing for a service appointment is set to be private If service appointment is cancelled, which users will have visibility to record?

Question34: universal container provides maintenance and emergency services to its
customers. Sending technician emergency call during the day causes long travel time and reduces the number of appointments that a technician can complete Which features should a consultant use to reduce and increase technician productivity?

Question35: Universal Containers' (UC) Technicians identify and complete additional work when they are at a customer site. UC wants to track the additional work using the Salesforce Field Service mobile app.
How should the Consultant meet this requirement?

Question36: universal containers is evaluating a strategy for reducing the cost of service using automated scheduling Which toe approaches will contribute to this goal?
Choose 2 answers

Question37: Approximately 70% of Universal Containers' site visits are inspections and quotation sessions that take roughly the same amount of time and same set of resource skills to complete. What should a Consultant recommend to streamline the creation of these work orders?

Question38: universal container requires trained inspectors to make 3 site visits per year to inspect the container customers' sites. These visits must be scheduled within 14 days of inspection due date.
What are two ways a Consultant can configure maintenance plans to meet the requirements?
Choose 2 answers

Question39: northern trail outfitters (NTO) wants to improve costume satisfaction by setting expectations around upcoming appointments.
When designing the costume service representative's user interface, in most cases which tow fields should be shared with the costumer about an upcoming appointment?
Choose 2 answers

Question40: A consultant has implemented user territories at Northern Trail Outfitters (NTO) in a private sharing model. A new Midwest Service Territory has been created.
Which two actions should NTO take to give the dispatcher access to all relevant Midwest records? Choose 2 answers

Question41: Universal containers products need to be traceable form the factory to customer sites. The products are installed using disposable kits.
How should the consultant configure this?

Question42: Universal Containers provides 24/7 service support to its customers. However, their Field Service Technicians have specified working hours. Which two items should the Consultant create? Choose 2 answers.

Question43: Universal Containers would like to enforce a 48-hour SLA to ensure that Technicians perform certain follow-up activities after they leave a customer site. The starting point of the SLA is when the Work Order Status is set to "Technician Wrap Up." The Technician is required to provide confirmation that wrap up is completed. Which three configurations should a Consultant implement to ensure this can be achieved? Choose
3 answers

Question44: Universal Containers (UC) wants to track the full lifecycle of their Cases. UC defines a Case as resolved when all interactions with the customer are complete. How can a Consultant ensure that Cases are closed when all Work Orders associated to the Case are complete?

Question45: Universal containers just started its field service implementation and is configuring service territories and locations. Need to be associated to territories.
In which two ways should the consultant show this relationship?
Choose 2 answers

Question46: Universal container wants to ensure the technician has the correct equipment before arriving at a job site.
Which two considerations should the consultant take into account when configuring?
field service lightning?
Choose 2 answers

Question47: Universal container want to track technician van stock and consigned products How can this will be accomplished using the field service lightning standard object model

Question48: universal containers want to track the time a service resource spends on each step of a more complex repair job. This time could include travel, prep and on site time How could a service resource's timesheet be configured to track the total time spent?
on each step?

Question49: Universal Containers wants to ensure that Service Appointments are only assigned to Active Resources.
Which configuration should a Consultant recommend for the Scheduling Policy?

Question50: Service Appointments in a "Cannot Complete" status may indicate that an additional part or expert assistance is needed to complete the work. Universal Containers defined that Service Appointments in a "Cannot Complete" status are unable to be rescheduled or unscheduled for history tracking purposes.
Which two items should the Consultant recommend to meet the requirement?
Choose 2 answers

Question51: Universal containers provides multiple service types (i.e., installation, maintenance, break/fix). Each service requires a variety of skills and certification for a resource to excel.
Which two configurations should a consultant implement to meet this requirement?
Choose 2 answer

Question52: Universal Containers wants Field Technicians to capture customer authorization via a signature through Salesforce mobile app.
What should a Consultant recommend?

Question53: when completing a work order in the field, the technician needs to capture two signatures to ensure compliance.
Which steps are needed to configure the signatures capture?

Question54: Northern Trail Outfitters is implementing drip feed dispatching. When testing the new functionality, the drip does not dispatch appointments as expected. A consultant is engaged to troubleshoot the issue.
What is preventing the drip feed from triggering?

Question55: What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences?

Question56: Universal Containers provides prompt service and has multiple service levels for different customers. Over
50% of Service Appointments are created on the same day they need to be completed. As a result, a Technician's daily schedule can change multiple times throughout the day. What method of dispatching should a Consultant recommend implementing?

Question57: Universal Containers has dispatchers who can set up new territories, define new schedule policies, and control settings on the Gantt chart.
In addition to Field Service Lightning Dispatcher Permissions and the Field Service Lightning Dispatcher License, which permissions should a Consultant assign to the dispatchers'7

Question58: Universal Containers has a large filed service team with complex logistics process. Some of the field service data and pricing is managed in applications outside of Salesforce. The Consultant recommended bringing some data into Salesforce to streamline reporting for Field Service Managers. What report would be improved by integrating financial data from an outside system?

Question59: Dispatches at Universal Containers want to ensure the Resource being assigned to a Work Order has the correct training. What should a Consultant implement to accomplish this requirement?

Question60: Universal containers (UC) wants to deploy knowledge to its field team.
How should UC ensure its technicians can access knowledge articles offline?

Question61: What are the two benefits of using field service lightning apps instead of Salesforce mobile apps?
Choose 2 answers

Question62: Universal Containers is tracking customer issues in their call center. Sometimes this requires a technician to be on site at the Customer's location. What set of steps should a Consultant recommend to dispatch the technician?

Question63: Universal Containers wants to track Technicians' van stock using the Salesforce Field Service mobile app a ensure that Technicians report when parts are used.
Which three data elements should a Consultant recommend tracking to support these requirements?
Choose 3 answers

Question64: which object can be used to share service appointments with service resource s in field service lightning?

Question65: Universal Containers wants to identify which resources need more or fewer appointments.
Which Gantt chart filter option should a Consultant recommend to provide this information?

Question66: Universal Containers wants to automatically create Work order Line Items based on the products being serviced. How can this be achieved?

Question67: Universal Containers has noticed that with every new product release there is a rise in customer reported Cases and a decrease in first-time fix-rate. Which two recommendations should a Consultant make? Choose 2 answers.

Question68: Northern Trail Outfitters wants to improve overall responsiveness to customers.
Which Dispatch technique should the Consultant implement to provide the greatest schedule flexibility?

Question69: which two features on the dispatcher console should the consultant use to visualize rules violating service appointments?
Choose 2 answers

Question70: Universal Containers' (UC) Technicians often report seeing competitor's assets when on-site. UC would like to run a report on which of their customers have competitive assets. How should a Consultant recommend meeting this requirement using the Field Service mobile app?

Question71: Which three objects are associated with the work type?
Choose 3 answers

Question72: Universal Containers wants to equip their field technicians with access to helpful information when they are in the field. What solution should a Consultant recommend to satisfy this requirement?

Question73: A Field Service Technician wants to view a list of parts consumed during a given time period. The Technician will then use the data to replenish inventory on the truck. Which three steps should a Consultant recommend to track the number of parts consumed? Choose 3 answers.

Question74: Universal Containers wants to help their dispatchers determine the length of time a Work Order should last.
What should the Consultant implement to help achieve this goal?

Question75: Universal Containers schedules jobs that require multiple steps when on-site. They would like to add a new status to the existing status flow. Which two configurations need to be set up? Choose 2 answers.

Question76: universal container UC wants to create a new scheduling policy that takes into account the technician assigned to customers account and then considers a resource from the customer group of preferred technician UC also wants to consider only technician with 50 miles of schedule work Which two items should a consultant include in the scheduling policy to meet this?
requirement?

Question77: Universal Containers would like to report on the volume of products installed within a specific timeframe.
What solution will help meet the customer's requirement?

Question78: When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there are no milestones listed when viewing the record.
How should this issue be resolved?

Question79: an agent has to create a work order for a complex installation. A work order line item is created line item is created for each required component so it can be tracked and priced separately. However, a few of the components are only on the company's preferred price book while the other is on the U.S price book.
Which solution should a consultant recommend so the agent can meet this requirement?

Question80: Universal Containers is concerned about the decrease in Asset Uptime metrics. Which two actions should a Consultant recommend?

Question81: Universal Containers wants to limit their Technicians' view of Work Orders and Service Appointments in the Salesforce Field Service mobile app.
What should a Consultant recommend to control their Technicians' view?

Question82: Universal Containers's (UC) Technicians use the iOS Salesforce Field Service mobile app to track Service Appointments. UC requires some customers to sign their Service Reports when work is completed. The majority of UC's customers receive a Service Report without signature capture.
How should a Consultant configure Salesforce Field Service to support customer signatures?

Question83: Universal container want technician using the field service lightning mobile app to indicate when service appointment is at risk What should be a consultant recommended to meet the requirements?

Question84: A Universal Containers customer is having issues with three containers at the customer's site. Each container is tracked as an Asset on the customer's Account.
Which two methods should the Consultant recommend to ensure the service associated with each container can be handled independently?
Choose 2 answers

Question85: Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country.
What Price Book structure is recommended?

Question86: A Technician is onsite where there is no connectivity and is required to capture the customer's signature. What is the appropriate order of operations as the Technician goes back online?

Question87: Universal Containers wants their Field Technicians to indicate if any of their Service Appointments are at risk of not being completed on time. They would like for this to be achieved on a mobile device using a Quick Action. What should a Consultant recommend to achieve this requirement?

Question88: A mobile technician uses parts present in their van to complete an on-site customer installation. The technician has marked the service appointment and work order as completed. They want to record the parts used in completing the job and adjust their van stock.
Where should the technician record this information?

Question89: Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.
When designing the Customer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming appointment?
Choose 2 answers

Question90: Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work.
Contractor 1 has provided services for UC for a longer period of time and is considered to have more repair work expertise than Contractor 2.
How should the Consultant configure the Contractors' experience?

Question91: Universal containers requires trained inspectors to make three site visits per year to inspect containers sites. These visits must be scheduled within 14 days of the inspection due date.
What are two ways s consultant can configure maintenance plans to meet the requirement? Choose 2 answer

Question92: Universal Containers offers 2-hour versus 4-hour appointment booking windows for Gold versus Standard Customers. What should a Consultant recommend to offer appropriate appointment booking windows?

Question93: A Dispatcher at Universal Containers has just been informed that one of their field employees, who has five services schedules for today, called in sick. How should the workload be assigned to other Field Technicians?

Question94: A dispatcher needs to reduce the backlog of service appointments in different territories and focus on Individual customer service. Which scheduling policy should the dispatcher use

Question95: Universal containers wants to identify which resources need more or fewer appointment.
Which Gantt chart filter option should a consultant recommend to provide this information?

Question96: universal containers has identified a business process in which a customer support agent reviews an existing work order and needs to associate an additional part to the order for the technician to successfully complete the job.
How should a consultant support this process?

Question97: Universal Containers wants to dispatch groups of Service Appointments to their Technicians. The number of Service Appointments dispatched at a time varies among different Service Territories.
Which two settings should a Consultant enable to ensure Service Appointments are dispatched correctly?
Choose 2 answers

Question98: Universal Containers wants to provide a pro-formal invoice to their customer at the completion of a Work Order. Which three should a Consultant set up in order to achieve this requirement?

Question99: Universal Containers (UC) wants to track all customer work requests. UC has no requirement to track where the work originated from, but does need the requests tied to the customer's account. What should a Consultant recommend to track these work requests?

Question100: How should a Consultant configure Salesforce Field Service to ensure agents and dispatchers can quickly create Work Orders with the appropriate materials?

Question101: Technician often need to generate reports in customer language
Which configuration should the consultant recommend to meet the requirements?

Question102: Universal Containers' Customers typically like to be served by the same Technician that completed the initial installation. How should a Consultant implement this rule?

Question103: Universal Containers's Technicians may be assigned to Jobs with an arrival window to meet the customer appointment time preference. Technicians are also assigned to Jobs without a preferred appointment time.
In which two ways should the Consultant define Operating Hours to meet this requirement?
Choose 2 answers

Question104: Each door lock that universal containers (UC) sells have a unique 20-digit code. The code represents the manufacturer, production run, and production number UC needs to track each lock in addition to the installed locks, all technician carry five replacement in their van stock How should UC track the van stock door locks?

Question105: universal containers technician may be assigned to jobs with arrival window to meet the costumer appointment time preference technicians are also assigned to jobs without a preferred appointment time In which two ways should the consultant define operation house to meet this requirement Choose 2 answers

Question106: optimization for the Midwest is set to automatically run each night for the next three days. The dispatcher has noticed that the optimizer is leaving many service appointments unscheduled and has asked the consultant to troubleshoot the issue.
The consultant noticed that the optimization service run time per service appointment is set to low in field service settings.
Which two conditions should make the consultant consider setting the optimizer too?
high?
Choose 2 answers

Question107: Universal containers want to schedule delivery using field service lightning. Each delivery requires that an installation and safety inspection be performed by different technicians during the same visit. The safety inspection needs to be executed after the installation is completed How should the Consultant use complex work to meet this requirement?

Question108: Universal containers (UC) wants to schedule work orders only if technicians have the necessary qualifications to complete the designated work In which two ways can UC achieve this Choose 2 answers

Question109: An employee at universal container performs the role of a dispatcher and a technician How should a consultant configure the field service lightning to support this behavior?

Question110: Universal Containers (UC) is rolling out Inventory Management to better manage parts and inventory. UC wants to automatically associate certain parts and products to Work Orders upon creation based on the work to be performed.
How should the Consultant meet this requirement?