EMT Practice Test

1. Question Content...

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Question1: 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?

Question2: Universal Containers wants their Technicians to capture potential up-sell opportunities identified during site visits that will then be addressed by the inside sales team. What Configuration will support this requirement?

Question3: 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 2 answers

Question4: 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

Question5: Universal Containers wants Technicians using the Salesforce Field Service mobile app to indicate when Service Appointments are at risk of late completion.
What should a Consultant recommend to meet this requirement?

Question6: 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

Question7: universal containers needs a team to perform periodic maintenance on the most complex products.
Which feature should the consultant configure to meet this requirement?

Question8: 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?

Question9: Which three objects are associated with the work type?
Choose 3 answers

Question10: 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?

Question11: Which two objects are required when configuring an optimization job?
Choose 2 answers

Question12: 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?

Question13: 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?

Question14: 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.

Question15: universal container UC want to track the asset lifecycle when equipment has been snapped out What should a consultant recommend to meet this requirement?

Question16: Whichfields on service appointments help ensure that they are completed within the agreed upon service level agreement (SLA) with universal containers customers?

Question17: 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?

Question18: 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?

Question19: 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?

Question20: 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?

Question21: 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?

Question22: Universal Containers wants to implement Service Level Agreements (SLA) for Work Orders.
Which three considerations should the Consultant take into account?
Choose 3 answers

Question23: The field service administrator at Ursa Major Solar updates the skills required on the most common work types to adapt to the increasing complexity of jobs. This change has led to many service appointments to be in violation. There is a global optimization job set up to run nightly that has been working correctly up until this point. The administrator needs to understand why the jobs are still scheduled to resources that lack the appropriate skill level.
What are two reasons appointments remain in violation and are not reassigned?
Choose 2 answers

Question24: 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?

Question25: 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?

Question26: AW Computing uses a private record access model in the sales, support, and field service organizations.
How should the system administrator ensure that the technicians have the appropriate access to the service appointments dispatched to them?

Question27: 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

Question28: 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'?

Question29: 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

Question30: 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?

Question31: 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?

Question32: 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?

Question33: 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?

Question34: 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?

Question35: 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?

Question36: Universal container typically performs installs, break-fix, and inspection 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?

Question37: 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?

Question38: 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

Question39: In the dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher?
Choose 3 answers

Question40: 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?

Question41: A Technician reports that the travel time calculated between appointments is often too short and causes Job delays throughout the day.
Which settings should the Consultant consider to improve travel time accuracy?

Question42: Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only. How can this be configured?

Question43: 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?

Question44: When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there are no milestones listed when viewing the record.
How should this issue be resolved?

Question45: 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?

Question46: 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?

Question47: Universal Containers is evaluating a strategy for reducing the cost of service using automated scheduling.
Which two approaches will contribute to this goal? Choose 2 answers

Question48: 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?

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 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

Question51: Service technicians at AW Computing use the Field Service mobile application when in the field. The technicians rely on Knowledge articles to assist them with completing assigned work.
How should the solution be configured to ensure technicians can access relevant Knowledge articles?

Question52: 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?

Question53: Universal Containers wants to represent and track a Bill of Material (BoM). What should a Consultant recommend?

Question54: 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

Question55: 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?

Question56: 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

Question57: time sheet entries can be associated to which two objects? Choose 2 answer

Question58: 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?

Question59: 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

Question60: 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?

Question61: Universal Containers schedules jobs that require multiple steps when on-site. They would like to add a new status to the existing status flow. Which two configurations need to be set up? Choose 2 answers.

Question62: 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.

Question63: Northern trail outfitters (N T O) 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?

Question64: 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?

Question65: Universal Containers wants to encourage their Technicians to identify sales opportunities in the field. Which option should a Consultant recommend?

Question66: how should the consultant recommend visualizing the highest revenue generating service appointments on the Gantt?

Question67: A customer wants return a defective product instead of scheduling service appointment How should this product be tracked in field service lightning?

Question68: which configuration can universal containers use to brand the field service lightning mobile app?

Question69: 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?

Question70: 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?

Question71: 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

Question72: 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

Question73: 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.

Question74: 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?

Question75: Universal Containers is concerned about the decrease in Asset Uptime metrics. Which two actions should a Consultant recommend?

Question76: Universal Containers wants to prevent the lunch break from interfering with existing scheduled work.
How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1 PM?

Question77: How should a Consultant configure Salesforce Field Service to ensure agents and dispatchers can quickly create Work Orders with the appropriate materials?

Question78: At universal containers the service territory member's time zone is one hour behind the service territory time zone how should the consultant ensure proper scheduling and optimization for the member?

Question79: 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?

Question80: Universal Containers wants to help their dispatchers determine the length of time a Work Order should last.
What should the Consultant implement to help achieve this goal?

Question81: 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?

Question82: 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?

Question83: Universal Containers is implementing Field Service Lightning and wants to make sure the dispatch team receives Work Orders with appropriate resource and timeframe requirements defined. What should a Consultant implement to achieve this requirement?

Question84: 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

Question85: Universal Containers wants to schedule deliveries using Salesforce Field Service. Each delivery requires that an installation and safety inspection be performed by different Technicians during the same day. The safety inspection needs to be executed after the installation is complete.
How should the Consultant use Complex Work to meet this requirement?

Question86: universal containers operates in a highly regulated industry technician 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 2 answers

Question87: 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?

Question88: 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?

Question89: universal container provides maintenance and emergency services to its
customers. Sending technician emergency call during the day causes long travel time and reduces the number of appointments that a technician can complete Which features should a consultant use to reduce and increase technician productivity?

Question90: Universal Containers wants to process mobile payments. How can this requirement be met?

Question91: Which configuration can Universal Containers use to brand the Salesforce Field Service mobile app?

Question92: A Universal Containers 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 the Consultant recommend to ensure the service associated with each container can be handled independently?
Choose 2 answers

Question93: Universal Containers wants to equip their field technicians with access to helpful information when they are in the field. What solution should a Consultant recommend to satisfy this requirement?

Question94: Over 70% of Universal Containers' sales are made by Field Technicians during on-site, customer visits, Many times, after selling a product, they will install the product as part of the current body of work. How should a Consultant recommend accomplishing this in the Field Service mobile app?

Question95: 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?

Question96: 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

Question97: 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?

Question98: Universal Containers has implemented a flow that allows technicians to replace faulty or damaged assets directly from within the field service lightning mobile app. Once a replacement has been made, where can the asset relationship s be viewed?

Question99: 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?

Question100: 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?

Question101: A customer wants to return a defective product instead of scheduling a Service Appointment.
How should this product be tracked in Salesforce Field Service?

Question102: 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?

Question103: 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?

Question104: 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

Question105: 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?

Question106: 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?

Question107: universal container technicians have 12 mandatory company holidays each calendar year. Technician need view all of their absence records at once Which two applications should a consultant recommend to meet this requirement?
Choose 2 answers

Question108: Universal Containers wants to dispatch groups of Service Appointments to their Technicians. The number of Service Appointments dispatched at a time varies among different Service Territories.
Which two settings should a Consultant enable to ensure Service Appointments are dispatched correctly?
Choose 2 answers

Question109: 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?

Question110: 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?

Question111: 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?