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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 ? answers
A. Configure and add excluded and required resource Work Rules to scheduling policies.
B. Configure resource preferences on the Account or Work Order.
C. Configure and add excludedand required resource business objectives to scheduling policies.
D. Configure customer preferences on the Service Resource record.
Northern Trail Outfitters is adding Field Service Schedule Optimization to its Field Service implementation. Whichlicensing will be required for the Field Service Schedule Optimization user?
A. Resource License
B. Salesforce License
C. Dispatcher License
D. Scheduling License
Universal Containers wants Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app. Which configuration steps should 8 Conzultant take tomeet this requirement?
A. Create a custom Visuaiforce page and add an extemal link in the Salesforce Field Service mobile app to view the page in the mobile browser.
B. Create a Report Chart that summarizes wk Order Line Items and add 2 link to the Service Appointment layout.
C. Add the Work Order Line Items related list to the Work Order page layout and assign the layout to the Technician’s profile.
D. Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through the Salesforce Field Service mobile app.
Universal Containers wants to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. What should the Consultant recommend to meet this requirement?
A. Apply the Reshuffle action within the Gantt.
B. Define aGlobal Optimization job to run hourly.
C. Create a custom Gantt action to call an Apex class to reschedule appointments.
D. Write a batch Apex class to unschedule low priority work orders.
Time sheet entries can be associated to whichtwo objects? Choose 2 answer
A. Work order line item
B. assigned resources
C. Service resource
D. Work order
One of Universal Containers' customers reported that the Technician sent to their site leftwithout cleaning up the work area afterward. How can Universal Containers ensure that a different Technician is assigned all future work for that Customer?
A. Assign the Technician to a new Service Territory.
B. Remove the Technician as a Preferred Resource.
C. Create an Excluded Resource for the Account.
D. Create a new Work Order Validation Rule.
An extreme whether situation impacts both the volume of work and number of available resources at universal container Which approach should a consultant recommend to realign available resources with? open work?
A. Resource Schedule optimization
B. Global optimization
C. Emergency scheduling
D. Customer first scheduling
Which two features on the Dispatcher Console shouldthe Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers
A. Color Palettes
B. Gantt
C. Gantt Map
D. Appointment List
A Technician at Universal Containers (UC) is responsible for servicing multiple Assets ata customer site during a single visit. UC wants to minimize impact for the customer and consolidate work for its Technician. What should the Consultant recommend to meet this requirement?
A. Create and schedule independent Work Orders for each Asset, eachwith a Service Appointment.
B. Create and schedule a Service Appointment with a single Work Order with Work Order Line Items for each Asset.
C. Create designated Time Slots to ensure appropriate time is held to accommodate these types of visits.
D. Createa single Work Order with Work Order Line Items for each Asset, each with a Service Appointment.
Northern Trail Outfitters wants to report on its Assets and reflect their attributesincluding hierarchical relationships. How should the Consultant meet this requirement?
A. Use the Assets without Products report.
B. Use standard reports and reference the Parent Asset and Root Asset fields.
C. Create custom reports and reference the Parent Asset and Root Asset fields.
D. Enable and customize the View Asset Hierarchy action.
universal container wants its technician to follow a standard operating procedure (S O P) while performing maintenance on an individual asset. Each operationshould 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?
A. Work order to represent the preventative maintenance on the asset - work order line
item to represent the different operations - service appointment to represent the visit
B. Service appointment to represent ante the preservative maintenance on the asset - workorder line item to represent the different operations - work order to represent the visit
C. Work order to represent the preventative maintenance on the asset - service appointment to represent the different operations - work order line item to represent the visit
D. Work order line item represent the preventative Maintenance on the asset - work order represent the different operations- service appointment to represent visit
UniversalContainers 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?
A, Relate the Time Sheet Entries to the Service Appointment.
B. Relate the Time Sheet to the Service Appointment.
C. Relate the Time Sheet to the Work Order Line Item.
D. Relate the Time Sheet Entries to the Work Order Line Item.
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 controltheir technicians?
A. mini page layouts
B. page layouts
C. field sets
D. visual force page
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 aConsultant recommend so the agent can meet this requirement?
A. Create one Work Order and add Work Order Line Items based on the Price Book
selected on the Work Type.
B. Create one Work Order for each Price Book and use Work Types to assign the Price Bookto each Work Order Line Item.
C. Create one Work Order and override the price on Work Order Line Items for products on
the Preferred Price Book.
D. Create one Work Order for each Price Book and add Work Order Line Items to the appropriate Work Order basedon its Price Book.
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?
A. Create a Shipment and a Product request line item.
B. Create a Product Consumed and a Produc request line item.
C. Create a Product Request and a Product request line item.
D. Create a Work Order Line Item and a Product request line item.
Universal containers products need to be traceable form the factory to customer sites. The products are installed using disposablekits. How should the consultant configure this?
A. Create the products and the installation kits as unsterilized inventory.
B. Create the products and the installation kits as serialized inventory.
C. Creak the products as serialized inventory and the installation kits as unsterilized inventory.
D. Create the products and the installation kits as a single serialized product.
Which Work Rule should a Salesforce Field Service Consultant use to assign Service Resources based on related object records?
A. Resource Availability
B. Extended Match
C. Required Resource
D. Match Field
A Dispatcher notices that the Crew assigned to a Service Appointment is missing askill for the work assigned. How can the Dispatcher update the Service Crew to meet those requirements?
A. Create a new Service Appointment with a different Crew.
B. Edit the Service Appointment and add a néew Service Resource.
C. Update the Service Crew on the Service Appointment’s Work Type.
D. Use the Crew Management tool to add Service Resources to the Crew.
Northern Trail Outfitters (NTO) wants to automatically dispatch a Technician’s next two Service Appointments after the Technician completes their currentService 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 todispatch the next two Appointments?
A. Build a Workflow Rule.
B. Create an Apex Trigger.
C. Enable Drip feed Dispatch.
D. Configure an Auto Dispatch Scheduled Job.
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 compiledand sent to the customer electronically. What should a Consultant recommend to meet this requirement?
A. Create a Process Builder to generate a report.
B. Create a custom report.
C. Use the standard Service Report
D. Use the standard Work Order email template.
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?
A. Create a Shipment and a Product request line item.
B. Create a Product Consumed and a Produc request line item.
C. Create a Product Request and a Product request line item.
D. Create a Work Order Line Item and a Product request line item.
Universal Containers wants to ensure that inventory needed for repair jobs is tracked and managed so Technicians have the materialfor their jobs. Which two ways should a Consultant recommend tracking these inventory requirements in Salesforce? (Choose two.)
A. Products Required for Work Orders
B. Products Required for Service Appointments
C. Products Required for Work Order Line Items
D. Products Required for Service Resources
Universal Containers has discovered that many of its Technicians’ initial visits require a return visit to complete the work. Which two approaches should a Consultant recommend to accurately track these visits? Choose ? answers
A, Create a new Work Order and Service Appointment.
B. Reschedule the Work Order for the new date.
C. Reschedule the Service Appointment for the new date.
D. Create a new Service Appointment on the original Work Order.
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
A. Use of Standard Reports to view Parent and Root Work Order Lines Items within Work Orders by Customer.
B. Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to Work Order.
C. Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.
D. Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.
Universal Containers requires trained inspectors to make three site visits per year to inspect containers at customer sites. These visits must be created 14 days before the next suggested inspection date. What are two ways 3 Consultantcan configure Maintenance Plans to meet the requirement? Choose 2 answers
A. Associate a Required Skill called Site Visit to a Maintenance Plan.
B. Associate 2 Work Type called Site Visit to a Maintenance Plan
C. Aute-generate Work Orders with a 14 daya Generation Timeframe.
D. Auto-generate Work Orders with a 14 day Generation Horizon.
Universal Containers typically performs installs, break-fix, and inspections for all clients. The Service Manager wants to create a template for common workrequests. What should a Consultant implement to assist the dispatch team?
A. Work Order Record Types for Break-fix, Install, and Inspection.
B. Work Type Line Items for Install, Break-fix, and Inspections.
C. Work Types and Skill Requirements for Install,Break-fix, and Inspections.
D. Work Order custom fields to define Install, Break-fix, and Inspections.
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 thecase. 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 Lightningrecord page. Technicians and managers are reporting that there are no milestones listed when viewing the record. How should this issue be resolved?
A. Make sure the case entitlement record is being shared with the service resource.
B. Add work order milestones after the case milestones to the entitlement process.
C. Ensure the work order entitlement is related to the same process as the case entitlement.
D. Create a separate entitlement process associated to the work order object.
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?
A. CreatePermission Sets and assign the Salesforce Field Service Scheduling and Mobile
Permission Sets to the Resource profile.
B. Create Permission Sets and assign the Salesforce Field Service Admin Permission Set to Service Resources.
C. Create Permission Sets and assign the Salesforce Field Service Mobile Permission Set to Service Resources.
D. Create Permission Sets and assign the Salesforce Field Service Resource Permission Set and Scheduling license to each Technician.
At Northern Trail Outfitters (NTO), agents areexpected to complete a variety of tasks. They create cases and work orders, and need Read access to work types and work rules. They also book and manage appointments, assign mobile resources, and optimize their mobile workforce's schedule. What is the bestpermission set{s) a consultant should recommend assigning to NTO agents?
A. Dispatcher
B. Agent and Resource
C. Agent
D. Mobile, Agent, and Resource
Universal Containerswants to implement Service Level Agreements (SLA) for Work Orders. Which three considerations should the Consultant take into account? Choose 3 answers
A. An Entitlement Process must be applied to both Cases and Work Orders.
B. Milestones for Work Orders can be configured in Setup.
C. Milestones for Work Orders can be set up from the metadata API.
D. A new Entitlement Process requires selecting a single Entitlement Process Type.
E. A single Milestone can be added to both Case and Work Order Entitlement Processes.
Which two considerations impact the scheduled timeframe of Multi-day Work? Choose 2? answers
A. Assigned Resource
B. Homebase Travel
C. Resource Skill Level
D. Break Duration
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?
A. Create one Service Resource and assign the relevant Permission Set Licenses. pee
B. Create two Service Resourcesand assign them to the employee. &
C. Create one Service Resource and assign the Technician and Dispatcher role.
D. Create two Skills records and assign them to the Service Resource record.
Technicians often need to generate a report in the customer's language. Which configuration should the Consultant recommend to meet the requirement?
A. Update the Language of the current User.
B. Add the Service Report Language field to the Work Order Page Layout.
C. Add the Language field to the Contact Page Layout.
D. Update the Default Language of the Organization.
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