EMT Practice Test

1. Question Content...

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Question1: 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

Question2: 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?

Question3: Which fields on Service Appointments help ensure that they are completed within the agreed upon Service Level Agreement (SLA) with Universal Containers' customers?

Question4: universal containers wants to provide a view of emergency work that is only visible to dispatchers What should the consultant do to meet the requirement?

Question5: 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?

Question6: 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?

Question7: Which object can be used to share Service Appointments with Service Resources in Salesforce Field Service?

Question8: Universal Containers has discovered that many of its Technicians' initial visits require a return visit to complete the work.
Which two approaches should a Consultant recommend to accurately track these visits?
Choose TWO answers

Question9: Universal Containers occasionally needs to use two Technicians to complete a job, however the Technicians can be onsite at different times.
How should a Consultant implement this process?

Question10: 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 recommerd to meet the requirement?
Choose 2 answers

Question11: Northern Trail Outfitters wants to report on its Assets and reflect their attributes including hierarchical relationships.
How should the Consultant meet this requirement?

Question12: 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?

Question13: 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?

Question14: Universal Containers needs a team to perform periodic maintenance on the most complex products.
Which feature should the Consultant configure to meet this requirement?

Question15: A customer wants to return a defective product instead of scheduling a Service Appointment.
How should this product be tracked in Salesforce Field Service?

Question16: 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 met and simultaneous scheduling will occur?
Choose 3 answers

Question17: Universal Containers operates in a highly regulated industry. Technicians must conduct quarterly inspections for all customers in their region. Each inspection should be completed within a single visit and include all installed assets on site.
Which two Maintenance Plan settings should the
Consultant recommend? Choose ? answers

Question18: Universal Containers wants to ensure Technicians have the correct equipment before arriving at a Job site.
Which two considerations should the Consultant take into account when configuring Salesforce Field Service?
Choose 2 answers

Question19: Universal Containers (UC) wants to ensure that Technicians enter required information only once when completing Work Orders on the Salesforce Field Service mobile app. The information entered by Technicians needs to also update the Service Appointment and the Case that are associated to the Work Order.
What should a Consultant leverage to ensure the right data is captured fram the Salesforce Field Service mobile app?

Question20: 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?

Question21: Universal Containers (UC) provides services to multiple machines installed at customer sites. Each machine has different issues that need to be fixed. UC wants to track progress, different parts used, and time spent on each machine when dispatching a Technician.
How should the Consultant meet these requirements?

Question22: Customer relationships and reliable service are the main focus this year at Ursa Major Solar. Management has asked that once a technician has serviced a customer, they continue to service that customer when possible.
What should the consultant recommend to meet this requirement?

Question23: 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?

Question24: Service resources at Universal Containers (UC) frequently work in more than one service territory.
The current scheduling policy looks only at primary territory. While UC still wants the optimizer to use the service resource's primary territory when scheduling, UC also wants the scheduling policy to look at the resource''s secondary service territories.
Which two scheduling policy changes should a Consultant recommend?
Choose 2 answers

Question25: 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?

Question26: 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 TWO answers

Question27: 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?

Question28: 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.

Question29: Optimization for the Midwest territory 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 notices that the Optimization Run Time per Service Appointment is set to Low in the Field Service Settings.
Which two conditions would make the Consultant consider setting the optimizer to High? Choose 2? answers

Question30: Which configuration can Universal Containers use to brand the Salesforce Field Service mobile app?

Question31: Which two considerations impact the scheduled timeframe of Multi-day Work?
Choose 2? answers

Question32: Universal Containers sells widgets with multiple components. Based on a problem reported by a customer, one or more of the components need to be replaced.
What should a Consultant recommend to accurately record the required work?

Question33: Northern Trail Outfitters (NTO) wants to track and report on individual tasks completed, including parts consumed and pricing details, as part of the Work Order completion process. NTO wants to schedule one or multiple tasks to different Technicians as needed.
How should the Consultant meet the requirement utilizing
the standard Salesforce Field Service Data Model?

Question34: 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

Question35: 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?

Question36: 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?

Question37: 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?

Question38: Northern Trail Outfitters wants to improve overall responsiveness to customers.
Which Dispatch technique should the Consultant implement to provide the greatest schedule flexibility?

Question39: Universal Containers (UC) wants to deploy Knowledge to its field team,
How should UC ensure its Technicians can access Knowledge Articles offline?

Question40: Universal Containers has implemented a Flow that allows Technicians to replace faulty or damaged Assets directly from within the Salesforce Field Service mobile app.
Once a replacement has been made, where can the Asset Relationships be viewed?

Question41: Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers

Question42: 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

Question43: 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?

Question44: 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?

Question45: 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?

Question46: A Technician at Universal Containers (UC) is responsible for servicing multiple Assets at a customer site during a single visit. UC wants to minimize impact for the customer and consolidate work for its Technician.
What should the Consultant recommend to meet this requirement?

Question47: Universal Containers wants to implement Service Level Agreements (SLA) for Work Orders.
Which three considerations should the Consultant take into account?
Choose 3 answers

Question48: 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?

Question49: 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?

Question50: Northern Trail Outfitters (NTO) asks its clients for feedback on every service visit. NTO wants to dispatch the appropriate Technicians based on customer feedback.
What are two ways the Consultant can meet this requirement?
Choose ? answers

Question51: 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?

Question52: A service technician at Ursa Major Solar handles yearly maintenance checks. The job usually lasts 2 to 3 hours. Due to the lack of customer availability, many appointments are cancelled or need to be rescheduled at the last minute.
Which two features would be most helpful in aiding the dispatcher with updated schedules for technicians?
Choose 2 answers

Question53: 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?

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: An extreme weather situation impacted both the volume of open work and the number of available resources at Universal Containers.
Which approach should a Consultant recommend to realign available resources with open work?

Question56: Universal Containers wants to track when Technicians need to visit a customer site multiple times to resolve an issue.
How should a Consultant configure this using a single Work Order'

Question57: Universal Containers (UC) has enabled Salesforce Field
Service 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?

Question58: One of Universal Containers' customers reported that the Technician sent to their site left without cleaning up the work area afterward.
How can Universal Containers ensure that a different Technician is assigned all future work for that Customer?

Question59: Universal Containers (UC) wants to track the Asset lifecycle when equipment has been swapped out.
What should a Consultant recommend to meet this requirement?

Question60: 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

Question61: Which Work Rule should a Salesforce Field Service Consultant use to assign Service Resources based on related object records?

Question62: Which two scenarios are fully supported by Maintenance Plans?
Choose 2? answers

Question63: Universal Containers's Technicians have 12 mandatory company holidays each calendar year. Technicians need to view all of their absence records at once. Which two applications should a Consultant recommend to meet this requirement? Choose ? answers

Question64: Universal Containers wants to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work.
What should the Consultant recommend to meet this requirement?

Question65: universal containers want to limit their technicians view of work orders and appointment in the field service lightning mobile app. What should a consultant recommend to control their technicians?

Question66: universal containers want to limit their technicians view of work orders and appointment in the field service lightning mobile app. What should a consultant recommend to control their technicians?

Question67: How should a Consultant configure Salesforce Field Service to ensure agents and dispatchers can quickly create Work Orders with the appropriate materials?

Question68: A technician reported that the travel time calculated between appointments is often two short because job delays throughout the day.
Which setting should a consultant consider to improve travel time accuracy?

Question69: Universal Containers is implementing Work Order Management to better support its clients.
Which two approaches should the Consultant consider to create work skills for the Service Resources?
Choose TWO answers

Question70: Each door lock that Universal Containers (UC) sells has 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 Technicians carry five replacement units in their van stock, How should UC track the van stock door locks?