EMT Practice Test

1. Question Content...

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Question1: Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers

Question2: Universal Containers wants to assign Service Appointment based on the Polygon of the child service territory in the hierarchy.
How should a Consultant assign Service Appointments to the Polygon?

Question3: A dispatcher of a local power outage. All appointments in the affected area must be rescheduled to a different day How should the dispatcher update the service appointment?

Question4: Universal Containers has a call center that responds to requests from customers and schedules time for Field Service Engineers (FSEs) to perform work on assets owned by the client. Call Center Agents are responsible for booking appointments.
Which permission set license should be assigned to the Call Center Agents?

Question5: Northern Trail Outfitters wants a simple segmentation strategy for Identifying subscribers for their emails.
What solution should they use?

Question6: A marketer wants to personalize an email with real-time weather information from the Sunny Sky API.
What tool should be used to parse and display the response within the email?

Question7: 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?

Question8: 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?

Question9: 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?

Question10: Universal Containers is experiencing an issue where Technicians are repeatedly called back to a job that has been completed in the past. How should a Consultant recommend this information be tracked?

Question11: 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?

Question12: 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?

Question13: Northern Trail Outfitters wants to provide near real-time data in a 30-day welcome Journey.
Which data setup should thty use for decision splits?

Question14: Universal Containers has installed base equipment that requires specific expertise to install or decommission.
Additionally, the effort can vary significantly based on equipment type. What solution should a Consultant recommend to efficiently manage installation and decommission work?

Question15: Which object can be used to share Service Appointments with Service Resources in Salesforce Field Service?

Question16: Universal Containers wants to give Field Technicians the ability to create follow-up appointments if they are unable to complete w Work Order due to missing inventory. What should a Consultant implement to meet this requirement?

Question17: The Org-Wide Default sharing for a Service Appointment is set to Private.
If the Service Appointment is cancelled, which users will have visibility to the record?

Question18: 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

Question19: 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

Question20: Universal Containers' (UC) product named "Widget 1" should always receive phone support when an issue is logged against the product. A UC customer calls regarding an issue on "Widget 1" at their location. What should be implemented to ensure the customer's case automatically receives remote technical support?

Question21: Northern Trail Outfitters has a master data extension of 880,000 subscribers they want to randomly split into 11 groups to test different messaging strategies.
How could this be accomplished?

Question22: An analytics team wants to get real-time updates on transactional email metrics, specifically Sent and NotSent, to ensure they are fulfilling a legal obligation due to the nature of their messages.
What method should be suggested in this scenario?

Question23: Universal Containers is outsourcing work to a third-party Contractor. This Contractor is committed to working
100 hours per week. How should this be configured in the system?

Question24: 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?

Question25: A customer is creating a re-engagement campaign. The campaign only targets subscribers who have had emails fall at send time due to held status within the last 60 days. The goal Is to send an SMS to the subscribers asking them if they want to update their email address.
What should a consultant recommend to meet the criteria?

Question26: Universal Containers wants to implement Service Level Agreements (SLA) for Work Orders.
Which three considerations should the Consultant take into account?
Choose 3 answers

Question27: Universal container typically performs installs, break-fix, and inspection for all clients. The service manager wants to create a template for common work requests.
What should a consultant implement to assist the dispatch team?

Question28: 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 signature capture?

Question29: 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?

Question30: 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?

Question31: Which three objects are associated with the work type?
Choose 3 answers

Question32: Universal Containers (UC) wants to customize Service Reports provided to customers at sign-off. Which three options are available through configuration in Field Service Lightning?

Question33: 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?

Question34: Universal Containers (UC) uses Service Contract based Entitlements to determine their Service Level Agreements. UC would like to track adherence to Service Contract SLAS. Where would UC apply an Entitlement record to track the specific Service Contract SLAS?

Question35: 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?

Question36: Northern Trail Outfitters is investigating implementing MobileConnect to allow SMS messaging in their UK, Germany, and Swiss subsidiaries. Each subsidiary has its own business unit and they are trying to determine if a single long code could be used for all markets.
What functionality would tie to additional long code Implementation?

Question37: A customer wants to integrate a new dataset with pre-existing contacts. This data will be updated via separate data feeds from the main contact information.
What data model configuration should be recommended'

Question38: A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about to expire. Which two upsell activities should the CSR consider? Choose 2 answers.

Question39: Universal containers (UC) have enabled field service lightning and installed the managed package. UC wants to ensure that technicians can update their own appointments' status using the dispatcher console Gantt chart.
Which steps should the consultant take to meet these requirements?

Question40: Universal Containers wants to track how much time each Technician is actively working each day. Which two data elements should be captured in order to calculate percentage of time spend actively working.

Question41: The Dispatcher at Universal Containers wants to schedule Service Appointments from the Dispatch Console while taking the Scheduling Policy into consideration.
Which three options are available to the Dispatcher? Choose 3 answers

Question42: universal container want to track technician van stock using the field service lightning mobile app and ensure the technician report when part is used Which three data elements should a consultant recommend tracking to support this?
requirement
Choose 3 answers

Question43: Northern Trail Outfitters is interested in a solution to automate a process. They currently pull data into a spreadsheet to import into a data extension for sending. The data warehouse can be configured to place a dally on an SFTP.
Which three questions are relevant to determining a solution?
Choose 3 answers

Question44: Universal Containers has a Partner Community. Work Orders are assigned to these partners. Partners are not interacting with Service Appointments or Service Resources. How would a Partner user update the Work Order record from a mobile device?

Question45: A customer has been having problems with SMS responses getting the default keyword response rather than the appropriate next keyword response.
What are two potential reasons for this unexpected response?
Choose 2 answers

Question46: Universal Containers wants to track the time a Service Resource spends on each step of more complex repair jobs. This time could include travel, prep and on-site time.
How could the Service Resource's Time Sheet be
configured to track the total time spent on each step?

Question47: Universal Containers would like to provide Field Service Technicians the ability to capture details and customer approval on completed work so that the details can be compiled and sent to the customer electronically. What should a Consultant recommend to meet this requirement?

Question48: 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?

Question49: At Northern Trail Outfitters (NTO), agents are expected to complete a variety of tasks. They create cases and work orders, and need Read access to work types and work rules. They also book and manage appointments, assign mobile resources, and optimize their mobile workforce's schedule.
What is the best permission set(s) a consultant should recommend assigning to NTO agents?

Question50: Universal Containers has an initiative to reduce their carbon footprint. What factor should a Consultant recommend using in a Scheduling Policy to meet the above requirement?

Question51: Universal container UC has 140 service resources who handle 2400 service appointment per day How should UC define the service territories to ensure the high quality of optimization and dispatcher experience?

Question52: Universal Containers does not want the lunch break to interfere with existing scheduled work. How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after
1pm?

Question53: 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?

Question54: Universal Containers wants to represent and track a Bill of Material (BoM). What should a Consultant recommend?

Question55: one of the universal container customers allow maintenance only between 12:00 noon to 1:00 pm On which object should a consultant set operating Hours to meet this requirement?

Question56: Northern Trail Outfitters is using a Salesforce entry event in a Journey to send SMS to contacts located in the United States. They notice new SMS contacts are not receiving messages, and the mobile number in the Salesforce Entry Data Extension was missing the country code.
How could they resolve this issue?

Question57: 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

Question58: Northern Trail Outfitters wants to control what content is available to certain users and business units. They also want to control what is allowed to be edited and ensure those edited are reviewed prior to being changed.
What should be implemented to achieve these goals'

Question59: universal containers want 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?

Question60: Northern Trail Outfitters is growing and acquiring other organizations, each with its own instance of Sales Cloud. They are debating whether to upgrade Marketing Cloud Connect to Multi-Org.
What consideration could be provided to help with the decision?

Question61: Which two configurations can companies add to brand the Field Service mobile app?

Question62: A customer wants return a defective product instead of scheduling service appointment How should this product be tracked in field service lightning?

Question63: Universal container provides multiple service types (i.e installation,
maintenance, Break/fix). Each service requires a variety of skills and certification for resources to excel.
Which two configurations should a consultant implement to meet the requirements?

Question64: Universal Containers uses a complex service model that involves scheduling multiple Service Technicians for each customer interaction (e.g., an install). How can a Consultant ensure that a Service Technician enters the data necessary to track completed work?

Question65: 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?

Question66: Universal Containers typically performs installs, break-fix, and inspections for all clients. The Service Manager wants to create a template for common work requests. What should a Consultant implement to assist the dispatch team?

Question67: When the universal container UC technician installed a product at a customer site the technician must perform all future work for that customer Which process should the consultant use to meet the requirements?

Question68: Universal Containers sells products that are made up of serialized components. Field Technicians often need to work on a specific component. How should a Consultant recommend tracking the products a customer buys so Work Orders can be assigned to a component?

Question69: Universal Containers (UC) wants to deploy Knowledge to its field team,
How should UC ensure its Technicians can access Knowledge Articles offline?

Question70: technicians at Universal container use the field service lightning mobile app at a customer site. After completing th3 work technician updates the service appointment status to complete and save the records. Dispatcher see the appointment as dispatched on the console instead of seeing the complete status update Which two troubleshooting steps should a consultant take to resolve the issue?
Choose 2 answers

Question71: Universal Containers wants to ensure that Service Appointments are only assigned to Resources who are Active. What configuration should a Consultant recommend for the Scheduling Policy?

Question72: Which three overview cards does the Field Service mobile app provide as context to Technicians on upcoming Service Appointments? (Choose three.)

Question73: Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require expedited on-site service.
How should a Consultant recommend UC handle unplanned service during times of severe weather?

Question74: 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?

Question75: Universal containers wants to reduce field service-related costs by cutting overtime pay and fuel expenses for internal employees when scheduling all service appointments.
Which two customizations should the consultant recommend to meet this requirement?
Choose 2 answers

Question76: Universal Containers provides installation, repair, and consulting services. When Technicians complete the work, they need to provide different reports for the installation, repair, and consulting services. Which two configurations should a Consultant recommend to meet this requirement? Choose 2 answers

Question77: 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?

Question78: 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

Question79: One of the products sold by Universal Containers requires quarterly service appointments.
Which feature should a Consultant use to meet this requirement?

Question80: Universal Containers is looking to implement Entitlement Management to meet the following requirements:
1) Any employee from the customer account is eligible for support.
2) Specific purchased products are eligible for support.
What Objects should be set up for Entitlement Management?

Question81: Northern Trail Outfitters has a customer login page on their website and wants to use Marketing Cloud to send an email to customers who need to reset their password. The email needs to be sent as quickly as possible. Their web server should receive a notification when the email is sent.
Which solution should they use?

Question82: Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require expedited on-site service. How should a Consultant recommend UC handle unplanned service during times of severe weather?

Question83: Universal Containers performs multi-staged jobs, where the second job can only begin after completion of the first job. How should a Consultant recommend implementing this process?

Question84: When should both the Root Work Order and Root Work Order Line Item fields be added to page layouts?

Question85: 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?

Question86: Universal Containers is expecting the amount of work to increase significantly over the next three weeks. They have decided to engage a new third-party Contract Provider to help with the additional work. How should a Consultant recommend Configuring the new Contractor?

Question87: Universal Containers' Customers typically like to be served by the same Technician that completed the initial installation. How should a Consultant implement this rule?

Question88: 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

Question89: Universal Containers (UC) wants to measure their adherence to specific SLAs for all Work Orders. In which order should a Consultant Implement the setup to achieve this requirement?

Question90: At Northern Trail Outfitters (NTO), agents are expected to complete a variety of tasks. They create cases and work orders, and need Read access to work types and work rules. They also book and manage appointments, assign mobile resources, and optimize their mobile workforce's schedule.
What is the best permission set{s) a consultant should
recommend assigning to NTO agents?

Question91: A customer support agent handles an in - bound case that requires a repair of an industrial oven at a busy restaurant. The work should be assigned to a repair technician in the area, even if the technician is currently working on another assignment. Which scheduling action should the consultant recommend to the customer support agent?

Question92: Universal containers want technicians to view work progress through the work order line-item card in the field service lightning mobile app.
Which configuration steps should a consultant take to meet this requirement?

Question93: Universal Containers's Dispatchers want to visualize the planned travel route for a Technician during their shift.
Which feature should the Consultant recommend to meet the requirement?

Question94: 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

Question95: The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is sent. Which two items should a Consultant implement to ensure Work Orders cannot be closed? Choose 2 answers.

Question96: Universal Containers wants to process mobile payments. How can this requirement be met?

Question97: In the dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher?
Choose 3 answers

Question98: A Field Technician from Universal Containers arrived onsite for an appointment, and unfortunately the customer was not present. UC wants to ensure they can track these customer no-show events for future process improvement.
What process should a Consultant recommend to handle this situation?

Question99: 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

Question100: Northern Trail Outfitters (NTO) wants to implement an abandon cart Journey. The data for the journey exists in three separate data extensions (DE).
* The first DE is populated by web analytics data, and does not contain a Subscriber Key or Email Address value.
* A Customer Reference DE is updated daily and holds subscriber information.
* The third DE is populated by a file sent to the SFTP after five days if the customer has not purchased the abandoned items.
* The third DE will be used in the Journey for a decision split, and it does not contain a Subscriber Key or Email Address.
* If the web analytics file is empty, NTO does not want the automation to finish running.
Which order of activities should be used to fulfill this requirement?

Question101: To prepare for an upgrade, a mobile technician creates a product request for three circuit boards to be sent from the main warehouse to the customer site. The completed job needs two of the boards. Which two Field Service tools should the technician use to return the unused circuit board to the warehouse?
Choose ? answers

Question102: Northern Trail Outfitters received an email about reaching API limits within Salesforce and they think this is caused by the Integrated Marketing Cloud account.
Which two types of API calls are counted against the rolling 24-hour limit?
Choose 2 answers

Question103: 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?

Question104: A customer Is starting a new children's fashion brand and wants to use a dedicated business unit within their existing Enterprise 2.0 account. They anticipate many of their current Enterprise contacts will subscribe to the children's brand, however, they want to separate subscriber opt-outs of the Enterprise and children's brands. The customer has minimal technical resources available for implementation and support.
What should a consultant recommend to meet these criteria?

Question105: AW Computing uses a private record access model in the sales, support, and field service organizations.
How should the system administrator ensure that the technicians have the appropriate access to the service appointments dispatched to them?