EMT Practice Test

1. Question Content...

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Question1: 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?

Question2: Universal Containers has enabled Field Service Lightning and is looking to enable Entitlements for Work Orders. What should a Consultant take into consideration?

Question3: Universal Containers' Customers typically like to be served by the same Technician that completed the initial installation. How should a Consultant implement this rule?

Question4: Universal Containers UC wants to ensure that technicians enter required information only once when completing work orders on the field service lightning mobile app. The information entered by technicians need to also update the service appointment and the case that are associated to the work order.
What should consultant leverage to ensure the right data is captured from the field service lightning mobile app?

Question5: 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?

Question6: Universal Containers provides multiple service types (i.e, Installation, Maintenance, Break/Fix, etc). Each Service requires a variety of skills and certifications in order for a resource to excel. Which two configurations should a Consultant implement to meet this requirement? Choose 2 answers

Question7: Universal Containers has external resources who only report back once a Service Appointment has been completed. All Internal resources need to report incremental progress on Service Appointments. How should a Consultant recommend implementing statuses to support these different user groups?

Question8: 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

Question9: Northern Trail Outfitters (NTO) wants to automatically dispatch a Technician's next two Service Appointments after the Technician completes their current Service Appointment. NTO wants to be consistent across all of the Service Territories and control the number of Service Appointments that are pushed to the Technician.
What automated processing should the Consultant configure upon Work Order completion to dispatch the next two Appointments?

Question10: Which two configurations can companies add to brand the Field Service mobile app?

Question11: 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?

Question12: A customer wants return a defective product instead of scheduling service appointment How should this product be tracked in field service lightning?

Question13: 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

Question14: 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?

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 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?

Question17: 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?

Question18: Universal Containers (UC) has 140 service resources who handle 2,400 service appointments per day.
How should UC define Service Territories to ensure a high quality of optimization and dispatcher experience?

Question19: Each door lock that universal containers (UC) sells have 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 technician carry five replacement in their van stock How should UC track the van stock door locks?

Question20: 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?

Question21: 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?

Question22: 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?

Question23: universal container provides installation services for each of its products. Each product requires different number of times, and a different sets of installation tasks How should a consultant configure field service lightning to support this service

Question24: Northern Trail Outfitters wants to improve overall responsiveness to customers.
Which Dispatch technique should the Consultant implement to provide the greatest schedule flexibility?

Question25: 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?

Question26: An agent has to create a Work Order for a complex installation. A Work Order 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 others are on the U.S. Price Book.
Which solution should a Consultant recommend so the agent can meet this requirement?

Question27: 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?

Question28: 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

Question29: Universal Containers wants to use Work Types, since many of their Work Orders require the same Field Service Technician skills. What should the Consultant consider when using Work Types?

Question30: What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences?

Question31: 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?

Question32: A dispatcher needs to reduce the backlog of service appointments in different territories and focus on Individual customer service. Which scheduling policy should the dispatcher use

Question33: 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?

Question34: 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?

Question35: 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?

Question36: 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?

Question37: 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 simultaneous scheduling will occur?
Choose 3 answers

Question38: Which three objects are associated with the work type?
Choose 3 answers

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's (UC) Technicians use the iOS Salesforce Field Service mobile app to track Service Appointments. UC requires some customers to sign their Service Reports when work is completed. The majority of UC's customers receive a Service Report without signature capture.
How should a Consultant configure Salesforce Field Service to support customer signatures?

Question41: Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only. How can this be configured?

Question42: Universal Containers wants to implement Service Level Agreements (SLA) for Work Orders.
Which three considerations should the Consultant take into account?
Choose 3 answers

Question43: 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?

Question44: What are the two benefits of using field service lightning apps instead of Salesforce mobile apps?
Choose 2 answers

Question45: 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?

Question46: 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?

Question47: Universal Containers is receiving increased complaints about incomplete Work Orders. What option should a Consultant recommend to improve this situation?

Question48: 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?

Question49: 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

Question50: 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

Question51: Universal container has enabled field service lightning and want to enable milestones for work order.
What should a consultant take into consideration?

Question52: 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?

Question53: 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

Question54: 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?

Question55: Universal Containers is concerned about the decrease in Asset Uptime metrics. Which two actions should a Consultant recommend?

Question56: 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?

Question57: 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?

Question58: 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?

Question59: 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?

Question60: Universal containers want to implement service legal agreements (SLA) for work Order.
Which three considerations should the consultant take into account?

Question61: 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?

Question62: 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?

Question63: 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?

Question64: 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?

Question65: 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?

Question66: 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?

Question67: 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?

Question68: 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?

Question69: 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

Question70: Universal Containers occasionally needs to use two technicians to complete a job, however the technicians can be onsite at different How should a consultant implement this process?

Question71: 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

Question72: 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

Question73: 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?

Question74: 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?

Question75: Universal Containers wants to allow Field Technicians to view work progress through the Work Order Line Item card in the Field Service mobile app. How can this be supported?

Question76: 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?

Question77: 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?

Question78: 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

Question79: how should the consultant recommend visualizing the highest revenue generating service appointments on the Gantt?

Question80: 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?

Question81: which configuration can universal containers use to brand the field service lightning mobile app?

Question82: 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?

Question83: 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?

Question84: 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?

Question85: Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers

Question86: time sheet entries can be associated to which two objects? Choose 2 answer

Question87: Universal Containers wants to monitor Customer Satisfaction (CSAT) after a Work Order is complete. How can CSAT information be collected?

Question88: 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

Question89: 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?

Question90: 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?

Question91: 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?

Question92: 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?

Question93: 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

Question94: 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?

Question95: which work rule should a field service lightning consultant use to assign service resources based on related object records?

Question96: 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