EMT Practice Test

1. Question Content...

---

Question1: Service resources at universal container UC frequently work in more than one service territory the current scheduling policy looks only at primary territory while us still want to optimizer to use the service resource primary when scheduling, UC also wants the scheduling policy to look at the resources secondary services territory Which two scheduling policy changes should a consultant recommend?
Choose 2 answers

Question2: Universal Containers has implemented a Knowledge solution to provide Field Technicians with information necessary to complete assigned work. Which two capabilities will now be available?

Question3: What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences?

Question4: 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

Question5: time sheet entries can be associated to which two objects? Choose 2 answer

Question6: 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.

Question7: 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?

Question8: Universal container 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 part used, and time spent on each machine when dispatching a technician How should consultants meet these requirements?

Question9: 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?

Question10: 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.

Question11: What is the most efficient way for a Consultant to keep Technicians proactively informed about updates to their Service Appointments and Work Orders in the Field Service mobile app?

Question12: 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?

Question13: 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?

Question14: Universal Containers' DSO (Days Sales Outstanding) is at an all-time high, and they are evaluating way to shorten the collection time. What will help reduce DSO?

Question15: 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?

Question16: 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

Question17: 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.

Question18: 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?

Question19: 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

Question20: 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?

Question21: Universal Containers wants to track the total associated price when servicing Work Order for customers.
Which two of the following should a Consultant recommend? Choose 2 answers

Question22: 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?

Question23: universal containers have 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?

Question24: which two considerations impact the scheduled time frame of multi-day work?
Choose 2 answers

Question25: 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?

Question26: 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?

Question27: 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

Question28: Universal Containers' (UC) Technicians are required to record actual work duration against baseline estimates at the Work Order Line Item Level for certain tasks. How can this be supported using standard fields and features?

Question29: In the dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher?
Choose 3 answers

Question30: 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

Question31: 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?

Question32: 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

Question33: universal containers wants to report on the volume of products installed within a specific timeframe.
Which solution should the consultant utilize to meet the requirement?

Question34: 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?

Question35: 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?

Question36: 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?

Question37: 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

Question38: 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?

Question39: Universal Containers wants the ability for their Field Technicians to log sales opportunities associated with their Work Orders. What configuration should a Consultant implement so Field Technicians can easily achieve this through the Field Service Mobile app?

Question40: Universal Containers wants to encourage their Technicians to identify sales opportunities in the field. Which option should a Consultant recommend?

Question41: 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?

Question42: 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

Question43: 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?

Question44: 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?

Question45: 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

Question46: 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

Question47: Universal Containers wants to process mobile payments. How can this requirement be met?

Question48: 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.

Question49: Universal containers (UC) wants to deploy knowledge to its field team.
How should UC ensure its technicians can access knowledge articles offline?

Question50: 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?

Question51: Universal Containers maintains their service level agreements at the customer level only. How can a Consultant ensure agents can verify coverage?

Question52: 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?

Question53: 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

Question54: 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?

Question55: What are the two benefits of using field service lightning apps instead of Salesforce mobile apps?
Choose 2 answers

Question56: which two features on the dispatcher console should the consultant use to visualize rules violating service appointments?
Choose 2 answers

Question57: 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?

Question58: 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?

Question59: 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?

Question60: Universal Containers wants to have more control over the geography in which their Technicians are performing work. What capability should a Consultant enable?

Question61: which work rule should a field service lightning consultant use to assign service resources based on related object records?

Question62: 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.

Question63: 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?

Question64: 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?

Question65: Upon arrival for a Service Appointment, the Field Service Technician reports that a team of people is required to resolve the issue.
How can the Dispatcher ensure that the required staff is assigned to the project?

Question66: Universal Containers wants to track the work that is performed on the customer's install base.
What object relationship should the Consultant focus on to meet this requirement?

Question67: 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?

Question68: 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

Question69: Universal Containers is concerned about the decrease in Asset Uptime metrics. Which two actions should a Consultant recommend?

Question70: Universal Containers utilizes two contractors, Contractor 1 and Contractor 2, to perform repair work, Contractor 1 has provided service longer for Universal Containers and is considered to have more repair work expertise than Contractor 2. How should a Consultant configure this expertise for Contractor 1 versus Contractor 2?

Question71: 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?

Question72: 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?

Question73: Universal Containers wants Field Technicians to capture customer authorization via a signature through Salesforce mobile app.
What should a Consultant recommend?

Question74: 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?

Question75: 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

Question76: Universal containers want to implement service legal agreements (SLA) for work Order.
Which three considerations should the consultant take into account?

Question77: Often, Technicians earn certifications that must be renewed periodically to ensure their skills remain up-to-date. How can these certifications be manager on the Resource?

Question78: Universal containers want to track the full lifecycle of an installed product, including when a swap is needed as part of a service order.
Which steps technicians follow to report that a substitute asset is installed?