EMT Practice Test

1. Question Content...

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Question1: 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?

Question2: 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?

Question3: 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?

Question4: Whichfields on service appointments help ensure that they are completed within the agreed upon service level agreement (SLA) with universal containers customers?

Question5: 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

Question6: 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?

Question7: 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?

Question8: Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country.
What Price Book structure is recommended?

Question9: What are the two benefits of using field service lightning apps instead of Salesforce mobile apps?
Choose 2 answers

Question10: Universal Containers needs to implement a way to track all internal and external work associated with an inbound contact center request. How should a Consultant recommend tracking the work?

Question11: 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?

Question12: 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?

Question13: 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?

Question14: 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?

Question15: Universal Containers would like to engage Contractors and Customers directly in their Field Service Solution.
Which three options will provide read, write and edit access to Works Order objects? Choose 3 answers

Question16: 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?

Question17: Universal containers technicians frequently need to request more parts from another inventory location when stock runs low.
How can universal container technicians achieve this for each product requested?

Question18: 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.

Question19: 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?

Question20: Universal Containers' Customers typically like to be served by the same Technician that completed the initial installation. How should a Consultant implement this rule?

Question21: 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?

Question22: 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.

Question23: Universal Containers wants their Technicians to be allowed to reschedule a visit for the same work within the Field Service mobile application. What approach should a Consultant recommend?

Question24: 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 onthe work to be performed.
How should the Consultant meet this requirement?

Question25: 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

Question26: 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?

Question27: 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?

Question28: 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?

Question29: 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?

Question30: 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?

Question31: 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?

Question32: 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.

Question33: 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

Question34: 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?

Question35: 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?

Question36: 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?

Question37: Universal containers (UC) wants to standardize the processthat process that agents use to create and maintain work orders which will help new agents ramp up more quickly and improve data quality and consistency. UC wants key fields, agent instructions and best practices displayed at each step of the Service process on the work order.
What should the consultant implement to meet this requirement?

Question38: 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?

Question39: 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

Question40: 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

Question41: Northern Trail Outfitters wants to report on its Assets and reflect their attributes including hierarchical relationships.
How should the Consultant meet this requirement?

Question42: 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?

Question43: 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?

Question44: Universal Containers wants Field Technicians to capture customer authorization via a signature through Salesforce mobile app.
What should a Consultant recommend?

Question45: which object can be used to share service appointments with service resource s in field service lightning?

Question46: 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

Question47: Universal Containers wants to automatically create Work order Line Items based on the products being serviced. How can this be achieved?

Question48: 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

Question49: Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work.
Contractor 1 has providedservices 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?

Question50: 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?

Question51: 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 2 answers

Question52: an inventory manager at universal containers wants to better understand the distribution of a critical and expensive part across all Inventory locations as the is reused and restocked What should the consultant leverage to meet this requirement?

Question53: Universal Containers maintains their service level agreements at the customer level only. How can a Consultant ensure agents can verify coverage?

Question54: 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?

Question55: Universal Containers wants ensure that inventory needed for repair jobs is tracked and managed so Technicians have the material for their jobs. Which two ways should a Consultant recommend tracking these inventory requirements in Salesforce? Choose 2 answers

Question56: 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?

Question57: 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

Question58: 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?

Question59: Universal Container'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?

Question60: 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?

Question61: A Consultant is helping Universal Containers define its mobile approach.
Which requirement would lead a Consultant to recommend the Salesforce Field Service mobile app instead of the Salesforce mobile app?

Question62: 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?

Question63: 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?

Question64: 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?

Question65: 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?

Question66: 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

Question67: 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

Question68: 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?

Question69: 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?

Question70: 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?

Question71: 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?

Question72: 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?

Question73: 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

Question74: Universal Containers wants to invoice its Customer for the parts used when performing repairs on installed Assets. What should a Consultant recommend to trackthe price of the parts consumed?

Question75: 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?

Question76: 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?

Question77: 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?

Question78: 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

Question79: A customer wants return a defective product instead of scheduling service appointment How should this product be tracked in field service lightning?

Question80: When should both the Root Work Order and Root Work Order Line Item fields beadded to page layouts?

Question81: Universal Containers is implementing Field Service Lightning in multiple European Countries, where pricing varies by product. Which two options should a Consultant recommend when considering the setup and configuration of Price Books?

Question82: 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?

Question83: 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.

Question84: universal container wants to make to easier for its managers to monitor prevention maintenance work order using dispatcher console Which two filtering options should manager use to find the appropriate work order?
Choose 2 answers

Question85: 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?

Question86: 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?

Question87: universal container is implementing work order management to better the support its clients Choose 2 answers

Question88: 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?

Question89: 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?

Question90: Northern Trail outfitters (NTO) want to track the report on individual tasks completed, including part consumed and pricing details, as part of the work order completion process. NTO want to schedule one or multiple tasks to the different technician as needed How should the consultant meet the requirements utilizing the standard field service lightning data model?

Question91: universal containers are implemented field service lightning and wants to make sre the dispatch team receive work orders with appropriate resources and knowledge article requirement is defined What should a consultant recommend to achieve this requirement?

Question92: 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?

Question93: 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

Question94: Technicians at Universal Containers use the Salesforce Field Service mobile app at customer sites. After completing work, the Technician updates theService 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 2answers

Question95: 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.

Question96: 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?