A11: SERVICE INDUSTRY CURRICULUM EXAMINATION

INSTRUCTOR COPY
Pass mark: 60% Possible points: 215 Time allowed: 2 Hours 15 Minutes

These comprehensive exams are the questions for the Caterpillar Service Pro Program’s
“Service Industry” Skill Sets found in SERV3700. The exams are organized by topic.
Some or all of the questions can be used as a knowledge assessment after the appropriate
learning has been completed, or as a “test-out” if the individual has demonstrated
knowledge of the topics.

Tests:
1. Dealer History 22 points possible
2. The Cat story and products 10 points possible
3. Shop safety and equipment 31 points possible
4. Hazardous materials and contamination control 10 points possible
5. Hand tools and tool groups 71 points possible
6. Hoses, seal, fasteners and bearings 43 points possible
7. General equipment maintenance 6 points possible
8. Basic applied failure analysis and diagnostics 22 points possible

1. Dealer History
Directions: Fill in the blanks with the appropriate area. (22)
A. Parts Department B. Emergency Parts Depot C. Parts Distribution Center
1. A Denver, Colorado 12. A Memphis, Tennessee
2. A Grimbergen, Belgium 13. B St. Paul, Minnesota
3. B Atlanta, Georgia 14. A York, Pennsylvania
4. C Morton, Illinois 15. B Kansas City, Missouri
5. A Johannesburg, South Africa 16. A Monterrey, Mexico
6. A Leicester, England 17. A Sao Paulo, Brazil
7. B Hayward, California 18. B Spokane, Washington
8. A Melbourne, Australia 19. B Miami, Florida
9. B Indianapolis, Indiana 20. A Singapore
10. B Dallas, Texas 21. B Los Angeles, California
11. A Sagami, Japan 22. A Toronto, Canada

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2. The CAT Story and Products

Directions: Circle the best answer for each question or fill in the blank.
1. How many lines of earth moving equipment does Caterpillar produce? (1)
a. 25
b. 8
c. 14
d. 48

2. The first Cat Diesel engine was produced in: (1)

a. 1918
b. 1942
c. 1931
d. 1922

3. The first Cat Diesel was named the: (1)

a. 3406E
b. C-1
c. D9900
d. H2100

4. Caterpillar was incorporated in: (1)

a. 1925
b. 1889
c. 1909
d. 1931

5. The first engine designed for use outside of the tractor application (1)
was the ____.
a. 3176
b. D17000
c. 4116
d. 3208

6. Cat Diesel engines are used in ____ original equipment manufacturers today. (1)
a. 9
b. 34
c. 100
d. several hundred

7. The Caterpillar powered M-4 A-6 Sherman Tank used a ____ engine. (1)
a. 3406E
b. D9900
c. 9-cylinder radial air cooled diesel
d. 16-cylinder V with a jacket water aftercooler

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8. In 1974 Cat's most popular engine line, the _____ family was introduced. (1)
a. 9900
b. 3400
c. 1100
d. C-10
9. The ____ family was introduced in 1985, having displacements as large as (1)
11,527 cu in. and horsepower ratings up to 7300 hp.
a. 3196
b. 3600
c. C-12
d. 3200
10. The most important part of our product support structure is the: (1)
a. factory
b. dealer
c. customer
d. service training group

3. Shop Safety and Equipment

Directions: Circle the best answer for each question or fill in the blank.
1. Which article of clothing does not provide adequate protection in the shop? (1)
a. Gloves
b. Aprons
c. Tennis shoes
d. Coveralls
2. What class of fire involves common combustibles such as wood or paper? (1)
a. Class A fire
b. Class B fire
c. Class C fire
d. Class D fire
3. What equipment should be used to fight Class B fires? (1)
a. Water hose
b. Foam extinguisher
c. Soda/water extinguisher
d. Dry chemical extinguisher
4. Which class of fire can be fought with water? (1)
a. Class A fire
b. Class B fire
c. Class C fire
d. Class D fire

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5. Respirators should be used when there is a lack of oxygen in the air. (1)
a. True
b. False

6. You should always have your instructor demonstrate potentially dangerous (1)
equipment before you try to use it.
a. True
b. False

7. Use Welding Goggles when performing all types of arc welding. (1)
a. True
b. False

8. If you use power tools carefully, wearing eye protection usually is not (1)
necessary.
a. True
b. False

9. Safety glasses must be used under a face protector. (1)

a. True
b. False

10. Power tools must always be used with safety guards in place. (1)

11. When you are working on a vehicle, you should constantly think of safety. (1)

12. When in the shop, if the noise gets above 90 decibels, the technician must (1)
wear ear protection.

13. Earplugs usually lower noise by 25 to 30 decibels. (2)

14. Wear a respirator whenever you are doing work that will create dust or (1)
other airborne impurities.

15. What should you do if you notice an unsafe condition in the shop? (1)
Report it to your instructor

16. The shop air source should be at a constant pressure of: (1)
a. 25 to 35 psi.
b. 140 to 160 psi.
c. 90 to 100 psi.
d. 200 to 220 psi.

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17. Most Power Cords are made of: (1)

a. copper
b. aluminum
c. zinc
d. magnesium

18. An agitating type parts cleaner uses ________ to clean the parts. (1)
a. heated oil or grease
b. hot water
c. heated caustics, soaps, or solvents
d. brake cleaner

19. A glass-bead machine uses material ____________________that of a sand (1)

blaster.
a. larger than
b. smaller than
c. equal to

20. Engine Stands are usually classified by: (1)

a. weight
b. length
c. engine model
d. both A and C

21. Transmission stands hold the transmission: (1)

a. horizontal
b. vertical
c. diagonal
d. longitudinal

22. The coupler that connects the tool to the air hose usually screws on. (1)
a. True
b. False

23. A shop lubrication system uses containers of 10 quarts to supply the system. (1)
a. True
b. False

24. Solvent is usually lifted from the drum and pumped into the tank. (1)
a. True
b. False

25. Parts washing solvent can irritate skin. (1)

a. True
b. False

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26. Always make sure that the bit in a drill press is tightened by hand before (1)
turning the machine on.
a. True
b. False

27. High Pressure washers have a valve at the wand to control flow. (1)

28. Maximum Capacity of most oil drain pan carts is 55 gallons. (1)

29. In the fluid removal system air removes the oil from the reservoir. (1)

30. The guard on a bench grinder must be adjusted within 1/16 of an inch from (1)
the abrasive wheel.

4. Hazardous Materials and Contamination Control

Directions: Circle the best answer for each question or fill in the blank.

1. EPA regulations state that employees are responsible for the adequacy of (1)
eye protection equipment.
a. True
b. False
2. EPA regulations state that hazardous materials must be clearly labeled. (1)
a. True
b. False

3. EPA regulations state that the EPA determines what chemicals are (1)
hazardous.
a. True
b. False

4. EPA regulations limit the amount of hazardous materials that an individual (1)
can use during a calendar year.
a. True
b. False

5. The OSHA Hazardous Communication Standard is commonly referred (1)

to as the:
Right to Know Law

6. For a substance to be hazardous it must be one of four things. List them: (4)
1. Toxic 3. Corrosive
2. Flammable 4. Reactive

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7. Explain what a MSDS sheet is and what it is used for. (1)

Material Safety Data Sheets tell us what is in the product and what precautions
to use when handling it.

5. Hand Tools and Tool Groups

Directions: Circle the best answer for each question or fill in the blank.

HAND TOOLS
1. Tools that are of good quality are _____ than "bargain" tools. (1)
a. stronger
b. lighter
c. more dependable
d. easier to use
e. all of the above
f. none of the above

2. A(n) _________ wrench is one that completely surrounds the bolt head or nut. (1)
a. adjustable
b. open end
c. box end
d. pipe

3. The _____ punch is used to make a small indentation in metal before drilling a (1)
hole.
a. center
b. drift
c. pin
d. aligning

4. When using a hacksaw, you should apply light pressure: (1)

a. on the forward stroke
b. on the backward stroke
c. on both forward and backward strokes

5. A magnetic pickup will attract any kind of metal. (1)

a. True
b. False

6. Use files with large teeth on soft material and smaller teeth on hard material. (1)
a. True
b. False

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7. If the head of a chisel or punch becomes "mushroomed," the tool must be (1)
discarded.
a. True
b. False

8. "Dead blow hammer" is another name for the rubber mallet. (1)
a. True
b. False

9. Conventional and metric sockets can be used interchangeably. (1)

a. True
b. False

10. The 6-point box end wrench should be used when a bolt head or nut is (1)
extremely tight.
a. True
b. False
(4)
11. Has soft, light head for delicate blows. B A. Ball peen hammer

12. Has one flat face and one rounded end. A B. Soft tipped hammer

13. Has large, heavy head for powerful blows. D C. Carpenters hammer

14. Has one flat face and one curved claw. C D. Sledge hammer

15. A universal joint is a(n) swivel that lets a socket wrench reach around (1)
obstructions.

16. When grinding a chisel or punch eye protection must be worn. (1)

17. A file cuts only on the forward stroke. (1)

18. To prevent damaging a precision part, vise caps should be used. (1)

19. Describe what should be done to a mushroomed head on a chisel or punch. (1)
Grind off excess to form a chamfer

20. Why shouldn't you hammer on a file or use it as a prying tool? (1)
It is brittle and could shatter.

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POWER TOOLS

21. Power for tools used in the shop is provided by: (1)
a. compressed air
b. hydraulics
c. electricity
d. only A and C
e. only B and C
f. all of the above

22. Portable drills used in the shop are rated in: (1)
a. horsepower or amperage
b. chuck size
c. rpm
d. all of the above

23. A wire wheel attachment should not be used to clean soft metal or brass (1)
parts.
a. True
b. False

24. Portable wire wheels and grinding discs are rated by rpm. (1)
a. True
b. False

25. Shop air pressure is seldom higher than 50 psi. (1)

a. True
b. False

26. Air-powered tools should always be lubricated before use. (1)

a. True
b. False

27. Carbon steel is better than high-speed steel for drill bits. (1)
a. True
b. False

28. Quick-disconnect couplings are typically used on shop air hoses. (1)

29. The key must be removed from the chuck before turning on a drill press. (1)

30. To make a round hole larger we could use a rotary file. (1)

31. A normal portable drill bit sets ranges from 1/16 to 1/2. (1)

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32. Impact sockets are designated by the color black. (1)

33. Whenever driving screws, we should use a drill with a slip clutch. (1)

34. An air drill can be used to grind, polish, make holes, and clean parts. (1)

35. Compressed air is the power source for the impact wrench. (1)

MEASURING TOOLS

36. The tool used to measure small clearances or gaps between parts is (1)
called a _____.
a. vernier caliper
b. feeler gauge
c. ruler
d. hole gauge

37. _________ is used to check the accuracy of precision measuring tools. (1)
a. A ruler
b. Another tool
c. A gauge block
d. A2x4

38. The tool used to measure very small part movements is a dial indicator. (1)
a. True
b. False

39. A metric micrometer is graduated to provide readings in kilometers. (1)

a. True
b. False

40. The conventional measurement system is the most widely used, especially (1)
outside the United States.

a. True
b. False

41. For measurements smaller than 1/64 inch, fractions are the easiest, most (1)
accurate unit to use.
a. True
b. False

42. The blade or wire of a feeler gauge should drag slightly when pulled (1)
between two surfaces.

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43. Openings or bores are measured internally with a telescoping gauge. (1)

44. To make very accurate or precise measurements, a micrometer should (1)

be used.

45. For rough internal measurements of holes, an inside caliper can be used. (1)

46. For rough external measurements of a round object, an outside caliper can (1)
be used.

47. A conversion chart can be used to find the decimal and millimeter (1)
equivalents of fractional inches.

48. Wear limit or dimensions for parts are called specifications. (1)

49. To measure depth of tire tread on a wheel loader you would use a (1)
tread wear gauge.

PULLERS

50. Pullers are rated by: (1)

a. reach
b. weight
c. spread
d. both A and C

51. When setting up to pull a gear off of a shaft, the forcing screw must be at (1)
least___________ the diameter of the shaft.
a. one-half
b. one-quarter
c. equal to
d. twice

52. A centering plate is used to: (1)

a. center the forcing screw
b. protect the shaft
c. pull the gear
d. both A and C

53. Lip type seal pullers usually have three jaws. (1)
a. True
b. False

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54. A single action cylinder used in pushing application has two hoses. (1)
a. True
b. False

55. When using a hydraulic puller you must first adjust the forcing screw and (1)
then apply hydraulic force.
a. True
b. False

56. When pulling a gear off of a hollow shaft a step plate should be used. (1)

57. When using a lip type seal puller you should place holes in the seal (1)
approximately 180 degrees apart.

58. In order to pull a tapered roller bearing off of an axle you would use a (1)
bearing puller and a two-jaw puller.

59. Explain in what application you would use a slide hammer puller. (1)
When pulling a sleeve from a hollow shaft

LIFTING TOOLS
60. Which of the following are used to support a vehicle after it has been (1)
raised?
a. Floor jacks
b. Jack stands
c. Transmission jacks
d. Bumper lifts

61. When lowering a load you should: (1)

a. lower the load as fast as possible
b. turn relief valve quickly
c. lower load slowly and securely
d. drive the machine off of the jack

62. Before you lift any load, you must first know the (1)
a. type of load that it is.
b. weight of the load.
c. the internal components by name.
d. length, height, and width of the load.

63. It is unsafe to work under a vehicle supported only by a floor jack or post (1)
jack.
a. True
b. False

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64. Transmission jacks combine both the screw and lever. (1)
a. True
b. False

65. Floor jacks are mounted on wheels. (1)

a. True
b. False

66. Adjustable screw heads are used to adjust the total length of the jack after (1)
the start of the lift.
a. True
b. False

67. Cable slings can be used with two broken wires. (1)
a. True
b. False

68. Hydraulic jacks range in size from 1 1/2 tons to 100 tons. (1)

69. Turn the valve at the base of the jack counterclockwise to lower a load. (1)

70. When a vehicle is supported on jack stands, a technician can roll under it (1)
on a creeper.

71. Explain how to use an eyebolt at an angle to lift a load. (See example) (1)

LOAD

One of three ways: You must use a shoulder type eyebolt, or use an oversize nut, or
use a spreader bar.

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8. Hoses, Seals, Fasteners, and Bearings

Directions: Circle the best answer for each question or fill in the blank.

FASTENERS

1. Which of the following is not a type of thread used on nuts and bolts? (1)
a. Coarse
b. Metric
c. Medium
d. Fine

2. The only way to remove a broken bolt is to "drill it out." (1)

a. True
b. False

3. When tapping aluminum to accept a fastener, use a fine thread for better (1)
holding power.
a. True
b. False

4. In machine work, bolts and nuts are often named after the parts they hold. (1)
a. True
b. False

5. Fastener with internal threads. B A. Lock washer (5)

6. Bolt that is threaded fully into part. D B. Nut

7. Safety device used with slotted nut. C C. Cotter pin

8. Tool for cutting threads in hole. E D. Cap screw

9. Device used to prevent loosening of E. Tap

fastener because of vibration. A

10. If a bolt is over tightened, the threads could fail. (1)

11. To lock a part onto a shaft, a set screw is often used. (1)

12. Bolts that have left-handed threads are tightened by turning them (1)
counterclockwise.

13. Thread pitch is the same as thread coarseness. (1)

14. Snap rings are classified as nonthreaded fasteners. (1)

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15. List two methods of repairing major thread damage. (2)

Drilling and tapping an oversize hole, or
Drilling and using a thread repair insert

SEALS AND HOSES

16. Seal failures can cause (1)

a. danger of fires
b. lost work time
c. damage to machine components
d. all of the above

17. Which is not a basic condition for a good seal? (1)

a. Surfaces must be clean and dry
b. Surfaces must not have any scratches on them
c. Surfaces must be primed with oil
d. Surfaces on each side of the gasket must be flat and rigid

18. Which is not a compression-type seal? (1)

a. Static face type seal
b. "Q" ring seal
c. Rectangular ring seal
d. Quad ring seal

19. Dirt is the main cause of machine wear and damage. (1)
a. True
b. False

20. A seal must wear faster than the parts it is used with. (1)
a. True
b. False

21. A solvent may be used to remove a gasket. (1)

a. True
b. False

22. O-rings are always black. (1)

a. True
b. False

23. Oil seals must be kept in a cool, dry place. (1)

a. True
b. False

24. A(n) burr on a shaft could cut a new seal during installation, causing it to (1)
leak.

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25. The backup ring is a round ring of a rubber-like material, which is installed (1)
next to an O-ring to prevent extrusion.

26. Use a(n) lubricant on all packing rings or seals before installation. (1)

27. Wear sleeves are thin cylinders that fit over a shaft surface. (1)

28. Two types of dirt excluding seals that you may find are scrapers (2)
and wipers.

29. In Duo-cone® seals, the rubber or toric rings hold the metal rings together (1)
to form a seal.

30. Describe what will happen if a seal is installed backwards on a shaft. (1)
You will have a tremendous leak.

BEARINGS

31. A crankshaft uses ___________ type bearings. (1)

a. ball
b. sleeve
c. split-half
d. roller

32. A camshaft uses____________ type bearings. (1)

a. ball
b. sleeve
c. split-half
d. roller

33. Bushings contain all of these metals except: (1)

a. lead
b. aluminum
c. steel
d. copper

34. Ball bearing B A. Used for large radial loads (1)

35. Straight roller bearing A B. Used for small radial loads (1)

36. Thrust bearing E C. Used for radial loads with (1)

minimal clearance

37. Tapered roller bearing F D. Used to control thrust loads (1)

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38. Needle bearing C E. Used for thrust loads (1)

39. Thrust plates D F. Used for radial and thrust loads (1)

40. Thrust washers G G. Used to space gears on a shaft (1)

41. When using an oil heater, special oil with a smoke point of 450 degrees F (1)
must be used.

42. When you heat a bearing it expands to make it easier to install. (1)

9. General Equipment Maintenance

1. The specification for an engine oil type is located in the _________________ (1)
a. operation and maintenance manual
b. engine specification manual
c. parts book
d. engine disassembly and assembly manual

2. The oil quantity specification for an engine is located in the _______________ (1)
a. cold weather recommendations for all Cat machines
b. engine specification manual
c. operation and maintenance manual
d. parts book

3. The coolant quantity specification for an engine is located in the ____________ (1)
a. parts book
b. operation and maintenance manual
c. engine specification manual
d. cold weather recommendations for all Cat machines

4. The type of oil filter that an engine uses is located in the _________________ (1)
a. engine specification manual
b. operation and maintenance manual
c. cold weather recommendations for all Cat machines
d. parts book

5. The type of fluid specified for a hydraulic system is located in (1)

the ____________.
a. engine specification manual
b. machine fluid recommendations manual
c. parts book
d. engine disassembly and assembly manual

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6. Fluid information for equipment that operates in -30 degrees C is located (1)
in the ____________________.
a. engine specification manual
b. operation and maintenance manual
c. cold weather recommendations for all Cat machines
d. parts book

10. Basic Applied Failure Analysis and Diagnostics

Directions: Circle the best answer for each question or fill in the blank.

1. When all individual components are tested in no particular order, which of (1)
the following troubleshooting strategies is being used?
a. Shotgun approach
b. Thorough search approach
c. System approach
d. Split half approach

2. Which of the following sources at the dealership provide a technical (1)

communication link to Caterpillar engineering?
a. Technical Communicator
b. Product Analyst
c. Service Training Instructor
d. Marketing Manager

3. Which of the following software tools provides step-by-step troubleshooting (1)

procedures with recommended repair actions?
a. SIS
b. Engine Performance Estimator
c. Data View
d. Diagnostic Advisor

4. Place the seven steps of the troubleshooting process in the correct order. (7)
3 List possible faults
5 Repair the problem
4 Test faults and determine cause
1 Isolate the problem
7 Document repair
2 Use available resources
6 Verify repair

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5. Who are the three parties responsible for successful product performance? (3)
Factory Dealer Customer

6. Failure analysis facts can be obtained from what three basic sources? (3)
Customer jobsite Failed product Metallurgical labs

7. When components break it is usually the result of: (1)

a. abnormal environments
b. design
c. processing areas
d. material

8. Which of the following service manual modules contains a troubleshooting (1)

problem list?
a. Schematic
b. Disassembly and Assembly manual
c. System Operation manual
d. Testing and Adjusting manual

9. Which of the following sources is available through a 1-800 number to assist (1)
dealership technicians with technical questions?
a. Technical Communicator
b. Product Analyst
c. Service Training Instructor
d. Marketing Manager

10. List at least three traits of an expert troubleshooter: (3)

Student should have three of the following:

Excellent system knowledge Knows what tests to perform

Logical methodical approach Knows how to use test equipment

Uses all available resources Sees big picture

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