EMT Practice Test

1. Question Content...

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Question1: 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?

Question2: 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?

Question3: 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?

Question4: 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

Question5: 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

Question6: Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only. How can this be configured?

Question7: An inventory manager at Universal Containers wants to better understand the distribution of a critical and expensive part across all inventory locations as the part is reused and restocked.
What should the Consultant leverage to meet this requirement?

Question8: Universal Containers wants to reduce their mean-time-to-service. Which three Field Service processes should a Consultant recommend to accomplish this goal? Choose 3 answers.

Question9: 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?

Question10: A Dispatcher notices 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?

Question11: Universal Containers wants to encourage their Technicians to identify sales opportunities in the field. Which option should a Consultant recommend?

Question12: 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?

Question13: Which three objects are associated with the work type?
Choose 3 answers

Question14: Universal Containers Just started its Field Service Implementation and is configuring Service Territories and Locations. The Locations need to be associated to Territories.
In which two ways should the Consultant show this relationship?
Choose 2 answers

Question15: 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?

Question16: 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?

Question17: 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?

Question18: 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

Question19: 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?

Question20: Universal Containers performs service which may require more than one task on a Work Order. A Consultant has recommended Work Order Line Items to manage the task(s). What should be considered as part of this solution to ensure tasks are dispatched?

Question21: 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

Question22: 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?

Question23: 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?

Question24: Universal Containers (UC) wants to generate Work Orders from their Customer Service Cases. UC would like the Work Order to be linked to the Case and have the Customer Service Representative select a pre-defined template for the Work Order within the Service Console. Which two items should a Consultant recommend in order to achieve this? Choose 2 answers

Question25: 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?

Question26: Universal Containers (UC) wants to better understand their service business and Field Service Technician terms' schedules. A Consultant suggested UC start to forecast and plan. Which two abilities does forecasting and planning provide?

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 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?

Question29: What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences?

Question30: 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?

Question31: Universal Containers has negotiated two key SLAS: 1) initial response and 2) overall resolution of issues related to installed products. What combination of Salesforce features should a Consultant recommend to support this use case?

Question32: To ensure that preventative maintenance work can be completed on time. Universal Containers wants to automatically generate Work Orders 14 days before the next suggested maintenance date.
How should the Consultant meet this requirement?

Question33: Which three objects are associated to the Work Type? Choose 3 answers

Question34: 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?

Question35: 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.

Question36: Universal Containers wants Field Technicians to capture customer authorization via a signature through Salesforce mobile app.
What should a Consultant recommend?

Question37: Which three overview cards does the Field Service mobile app provide as context to Technicians on upcoming Service Appointments? (Choose three.)

Question38: 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?

Question39: 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?

Question40: 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?

Question41: 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?

Question42: 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?

Question43: When should both the Root Work Order and Root Work Order Line Item fields be added to page layouts?

Question44: When a Universal Containers (UC) Technician installs a product at a customer site, the Technician must perform all future work for that customer.
Which process should the Consultant use to meet this requirement?

Question45: Northern Trail Outfitters wants to report on its Assets and reflect their attributes including hierarchical relationships.
How should the Consultant meet this requirement?

Question46: 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?

Question47: 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?

Question48: Universal Containers wants to offer customers a Maintenance Plan that provides 12 monthly checkups. The customer will call to schedule each visit.
How should a Consultant configure the Maintenance Plan to meet this requirement?

Question49: Universal Containers (UC) wants to deploy Knowledge to its field team.
How should UC ensure its Technicians can access Knowledge Articles offline?

Question50: each container consists of multiple parts that are tracked by assets records.
Universal container customers usually wait until several parts need service before requesting the technician come on a site to save money on the service charges How should consultants configure the field service lightning to track the work performed?

Question51: 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

Question52: 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?

Question53: how should the consultant recommend visualizing the highest revenue generating service appointments on the Gantt?

Question54: 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?

Question55: 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.

Question56: universal container UC want to track the asset lifecycle when equipment has been snapped out What should a consultant recommend to meet this requirement?

Question57: 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.

Question58: 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?

Question59: Universal Containers maintains their service level agreements at the customer level only. How can a Consultant ensure agents can verify coverage?

Question60: Which two objects are required when configuring an optimization job?
Choose 2 answers

Question61: Universal Containers wants to implement Service Level Agreements (SLA) for Work Orders.
Which three considerations should the Consultant take into account?
Choose 3 answers

Question62: Universal Containers is receiving increased complaints about incomplete Work Orders. What option should a Consultant recommend to improve this situation?

Question63: Universal Containers' Customers typically like to be served by the same Technician that completed the initial installation. How should a Consultant implement this rule?

Question64: A Universal Containers' (UC) Technician is completing a service appointment, but is unable to finish one of the tasks defined on the Work Order Line Items because of insufficient Inventory. Assuming UC is using the standard Work Order and Line Item status picklist values, how should the work be recorded?

Question65: Universal Containers (UC) is using Field Service and has customer meetings at UC's offices. When booking meetings, they would like them to begin on hour, every hour, between 9am-5pm. How can this be achieved?

Question66: 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?

Question67: 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?

Question68: Universal Containers has Resources working in multiple countries and time zones. Each country has different holidays and working hours as allowed by law. What should a Consultant recommend to implement these parameters with the most flexibility possible?

Question69: Universal Containers wants their Technicians to record an Asset Number using a barcode scanner when completing Work Orders. What field types should be configured to capture this information?

Question70: 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?

Question71: time sheet entries can be associated to which two objects? Choose 2 answer

Question72: Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers

Question73: Universal Containers wants to process mobile payments. How can this requirement be met?

Question74: Universal containers has enabled field service lightning and wants to enable milestones for work orders.
What should a consultant take into consideration?

Question75: 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?

Question76: universal container (uc) sells shipping Containers and container parts. UC wants to track each customer's container and associated part for field servicing, sales, and reporting purposes Which solution should a Consultant recommend to relate the part to a customer?
container?

Question77: Technicians at Universal Containers use the Salesforce Field Service mobile app at customer sites. After completing work, the Technician updates the Service Appointment status to Complete and saves the record. Dispatchers 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

Question78: 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?

Question79: the dispatcher at universal containers wants wants to schedule service
appointment from the dispatch console while taking the scheduling policy into consideration Which three options are available to dispatchers?

Question80: Universal containers wants to dispatch emergency work identified throughout the day that needs to completed before lower-priority work.
What should the consultant recommend to meet this requirement?

Question81: Which three factors should the consultant consider when recommending a routing option?
Choose 3 answers

Question82: Universal container needs to verify that a repair job has been completed to the customer satisfaction before an invoice can be generated Which two items should the consultant consider?
Choose 2 answers

Question83: In the dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? Choose 3 answers

Question84: Org-Wide Default sharing is set to Private in a Salesforce org.
If the Field Service Lightning User Territory feature is enabled, which three objects will be visible to users who are part of the User Territory?
Choose 3 answers

Question85: Universal Containers performs service on field assets that require a sequence of work tasks. A Consultant has recommended Work Order Line Items to manage the tasks and assets/parts necessary to manage the work. Which two of the following must be considered as part of this solution to ensure Work Orders are properly completed? Choose 2 answers

Question86: 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?

Question87: Universal Containers wants to automatically create Work order Line Items based on the products being serviced. How can this be achieved?

Question88: A universal container 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 Consultants recommend to ensure the service with each?
container can be handled independently?

Question89: 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.

Question90: Universal Containers wants to ensure that only Field Technicians with a specialized certification are sent Work Orders of a specific type. In which two ways can a Consultant ensure the correct Resources are assigned to Work Orders? Choose 2 answers.

Question91: some technicians report that they are unable to login to the field service lightning mobile app. The Consultant confirmed that the technician has field service lightning resource license and field service lightning resource permission assign to them How should a consultant provide access to FSL mobile app?

Question92: A technician needs to get replacement part for damaged inventory on them for an upcoming job.
To which object should the technician add a product request record?

Question93: 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

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: Geolocation tracking is enabled for universal container's for technician but should apply to full time employees How can Geolocation tracking for contractors to be disabled?

Question96: 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?