Technical AI Logics

A service technician at Ursa Major Solar handles yearly maintenance checks. The job usually lasts 2 to 3 hours. Due to the lack of customer availability, many appointments are cancelled or need to be rescheduled at the last minute. Which two features would be most helpful in aiding the dispatcher with updated schedules for technicians? Choose 2 answers. Reshuffle. Group Nearby. Resource Schedule Optimization. In-day Optimization.

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. A. Define “cannot complete” as a pinned status for auto-dispatch services. B. Define “cannot complete” as a pinned status for scheduling and optimization services. C. Ensure that status transitions are configured to prevent the update from “cannot complete” to “none’. D. Ensure that status transition are configured to allow the status update from “cannot complete” to “scheduled”.

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?. A. Three Service Territories with fewer than 50 resources. B. Two Service Territories that split the Service Resources evenly. C. One Service Territory with four Polygons. D. Five Service Territories with fewer than 500 Service Appointments per day.

Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country. What Price Book structure is recommended?. A. Utilize a custom Price Book specific to each country. B. Utilize the standard Price Book with pricing rules applied. C. Utilize a custom Price Book with pricing rules applied. D. Utilize a standard Price Book specific to each country.

A mobile technician uses parts present in their van to complete an on-site customer installation. The technician has marked the service appointment and work order as completed. They want to record the parts used in completing the job and adjust their van stock. Where should the technician record this information?. A. The Product Item Transactions Related List on the Product Item. B. The Work Order Line Item associated with the completed Work Order. C. The Products Consumed section on the Work Order. D. The Product Request Line Item associated with the Product.

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 (UC) wants to deploy knowledge to its field team. How should UC ensure its technicians can access knowledge articles offline?. A. Use the salesforce Mobile App with deep linking to the field service lightning Mobile App. B. Use work types to assign associated articles to work order. C. Create a custom Mobile App that syncs articles based on service appointment assignments. D. Write a workflow that associates articles to work orders based on a picklist on the work order.

Geolocation tracking is enabled for Universal Containers's Technicians but should only apply to fulltime employees. How can geolocation tracking for contractors be disabled?. A. Set the Geolocation Update Frequency field to zero for contractors. B. Add the Exclude Technician from Geolocation Tracking permission to a permission set and assign it to contractors. C. Uncheck the Geocoding field on the Contractor's profile. D. A Uncheck the Collect Service Resource Geolocation History field in Field Service Mobile Settings.

One of Universal Containers' customers reported that the Technician sent to their site left without 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.

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?. 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.

Northern Trail Outfitters is implementing drip feed dispatching. When testing the new functionality, the drip does not dispatch appointments as expected. A consultant is engaged to troubleshoot the issue. What is preventing the drip feed from triggering?. A. The appointment status is going from Scheduled to Completed. B. The status on completed appointments can only be Canceled, Completed, or Cannot Complete. C. The default drip feed setting is overriding the drip feed rate on a service territory. D. Other scheduled jobs are dispatching appointments and exceeding the drip feed value.

in which two scenarios should a consultant recommend multi day service appointment? Choose 2 answers. A. Jobs can take longer than the available resources hours in a day. B. jobs need to be performed at the same site on the same day of the week. C. jobs require multiple stages of work performed by different resources. D. jobs require consecutive days of work and can span over weekends.

A Technician at Universal Containers (UC) is responsible for servicing multiple Assets at a 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, each with 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. Create a single Work Order with Work Order Line Items for each Asset, each with a Service Appointment.

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. A. Auto generate work order with a 14 days generation horizon. B. Associate work type called site to maintenance plan. C. Associate a required skill call site visits to maintain plans. D. Auto generate work order with 14-day generation time frame.

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?. A. add the work order line items related list of the work order page layout and assign the layout to the technician ‘s profile. B. create a custom visual force page and add an external link in the field service lightning mobile app to view the page in the mobile browser. C. create a custom lightning component that displays work order progress and deploy it to technicians through the field lightning mobile app. D. create a report chart that summarizes work order line items and add a link to the service appointment layout.

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?. 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 Book to 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 based on its Price Book.

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?. A. Create a quick action on the work order to search the Knowledge base. B. Attach the relevant articles to the work order or work order line items. C. Update the Service Appointment page layout to include the Articles related list. D. Add the Knowledge Lightning component to the Field Service mobile app.

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. A. Scheduled End. B. Arrival Window Start. C. Scheduled Start. D. Arrival Window End.

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. A. The Maintenance Plan for the Account. B. The Due Date of the Service Appointment. C. The Time Slots for Appointment Booking. D. When Service Resources are available for work.

A technician needs to get replacement part for damaged inventory on them for an upcoming job. To which object should the technician add a product request record?. A. work types. B. work order. C. service appointment. D. service report.

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?. 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.

Some Technicians report that they are unable to log in to the Salesforce Field Service mobile app. The Consultant confirmed that the Technicians have the Salesforce Field Service Resource License and Salesforce Field Service Resource Permissions assigned to them. How should a Consultant provide access to the Salesforce Field Service mobile app?. A. Modify the user's Profile. B. Update Public Group membership. C. Assign a Field Service Mobile License to the user. D. Modify the user record.

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?. A. Create two Service Appointments, set the Related Service Appointment and Time Dependency. B. Create one Service Appointment with the total duration of the two jobs and assign two Resources. C. Create two Service Appointments and schedule them to the same Resource. D. Create one Service Appointment and schedule it to two different Resources.

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?. A. Post to the Service Appointment Chatter feed. B. Change the Status field on the Service Appointment. C. Adjust the Scheduled End field on the Service Appointment. D. Update the In Jeopardy field on the Service Appointment.

How should a Consultant configure Salesforce Field Service to ensure agents and dispatchers can quickly create Work Orders with the appropriate materials?. A. Create Work Types with Work Order Line Items. B. Create Work Types with Products Consumed. C. Create Work Types and Locations. D. Create Work Types with Products Required.

Service resources at universal container UC frequently work in more than one service territory the current scheduling policy looks only at primary territory while us still want to optimizer to use the service resource primary when scheduling, UC also wants the scheduling policy to look at the resources secondary services territory Which two scheduling policy changes should a consultant recommend? Choose 2 answers. A. Includes the match territory work rule. B. Remove the match territory work rule. C. Select working location enable primary on the working territories work rule. D. Deselect working location primary on the working territories work rule.

Universal Containers wants to ensure Technicians have the correct equipment before arriving at a Job site. Which two considerations should the Consultant take into account when configuring Salesforce Field Service? Choose 2 answers. A. Quantity and Unit of Measure are required when adding a Required Product. B. Validation Rules and Triggers created on the Work Order and Work Order Line Item objects are automatically recreated for Work Types. C. Required Products must be added to both the Work Order and all Work Order Line Items. D. Work Types can be configured to include Required Products on Work Orders and Work Order Line Items.

Universal Containers wants to assign Service Appointment based on the Polygon of the child service territory in the hierarchy. How should a Consultant assign Service Appointments to the Polygon?. A. Set the Polygon Assignment Policy to the Highest Level. B. Set the Territory Assignment Policy to the Highest Level. C. Set the Territory Assignment Policy to the Lowest Level. D. Set the Polygon Assignment Policy to the Lowest Level.

Universal Containers wants to track Technicians' van stock using the Salesforce Field Service mobile app a ensure that Technicians report when parts are used. Which three data elements should a Consultant recommend tracking to support these requirements? Choose 3 answers. A. Inventory. B. Warehouse Locations. C. Products Consumed. D. Products Required. E. Mobile Locations.

Universal Containers wants service managers to quickly Identify location and status changes in the lifecycle of a specific component in a customer's install base. What should a Consultant utilize to track the lifecycle?. A. A Work Order related list on Assets. B. Custom fields for change tracking on Assets. C. Field History Tracking on Assets. D. A Product related list on Assets.

universal container UC want to track the asset lifecycle when equipment has been snapped out. What should a consultant recommend to meet this requirement?. A. Add the field history tracking related list to the assets page and configure the asset relationships object. B. Add the related asset related list to the asset page and configure the product request object. C. Add the related asset related list to the asset page and configure the asset relationships object. D. Add the field history tracking related list to the asset page and configure the product request object.

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?. 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.

A Dispatcher at Universal Containers has just been informed that one of their field employees, who has five services schedules for today, called in sick. How should the workload be assigned to other Field Technicians?. A. Drag and drop the Service Appointments to other available Resources and run Optimization. B. Ask the Customer Service Rep to call the customers and manually re-schedule for another day. C. Change the Scheduling Policy to “High Intensity” and activate the Background Optimization process. D. Update the Resource a not available, select the affected Service Appointments, and press “Schedule.”.

Universal containers plans to deploy field service lightning to 100 external contractors. There are 75 contractors who need access to work Orders assets mobile app, and chatter. the remaining 25 contractors are paid a commission on sales of containers and need to schedule resources. Which license types and quantities should the consultant recommend?. A. 100 contractors 100 contractors. B. 25 contractors 75 contractors 25 contractors. D. 25 contractors 100 contractors.

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. A. Change the Work Order with a closed status of “Cancelled.”. B. Change the Work Order with a status of “New.”. C. Re-use the existing Work Order for the follow-up. D. Create a child Work Order for the follow-up Work Order.

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. A. Generate service in the organization's default language. B. Send a feedback survey to the customer when a service appointment is completed. C. Configure signature blocks for service report templates. D. Add service reports templates to the appropriate repair work type.

Time sheet entries can be associated to which two objects? Choose 2 answer. A. Work order line item. B. assigned resources. C. Service resource. D. Work order.

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.

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?. A. A work order related list on asset. B. A custom installation date field on products consumed. C. Field history tracking on asset. D. The standard installation date field on asset.

Universal Containers wants 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. A. Entitlement Templates. B. Entitlements. C. Work Types. D. Work Order Record Types.

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?. A. Service Due Date. B. Customer Working Hours. C. Customer Entitlement. D. Service Urgency.

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?. A. Maintenance Plan. B. Product Item. C. Entitlement Plan. D. Assets.

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. A. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for each Line Item. B. Add each Asset to a separate child Work Order. Create a Service Appointment for the parent Work Order. C. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for the Work Order. D. Add each Asset to a separate Work Order. Create a Service Appointment for each Work Order.

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?. A. Create a user territory for the technicians' primary and secondary territories. B. Create a process to change the owner of the service appointment to the assigned technician. C. Enable the sharing features in the Field Service settings in the Setup menu. D. Configure a sharing rule to share dispatched service appointments with the assigned resource.

Ursa Major Solar (UMS) has implemented Field Service using a private record access model. UMS has also set work types to automatically generate Service Appointments. Which two sharing options are available for these Service Appointments? Choose 2 answers. A. A Service Appointment can be shared by clicking Sharing on the record. B. The Service Appointment's parent record can be shared with the assigned resource. C. Auto-generated scheduled Service Appointments will be shared with resources. D. Make the dispatcher the assigned resource on the Service Appointments.

An employee at universal container performs the role of a dispatcher and a technician. How should a consultant configure the field service lightning to support this behavior?. A. Create one service resource and assign the relevant permission set license. B. Create two skills records and assign them to service resources record. C. Create two service resource and assign them to the employee. D. Create one service resource and assign the technician and dispatcher role.

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. A. Set the Service Appointment to Dispatch in Field Service Settings. B. Enable Drip Feed Dispatching in Field Service Settings. C. Set the Number of Services to Drip Feed on the Service Territory. D. Enable Sharing of Dispatched Service Appointments.

One of the products sold by Universal Containers requires quarterly service appointments. Which feature should a Consultant use to meet this requirement?. A. Define a repeating Work Type. B. Implement Path for Work Orders. C. Build a Process for Service Appointments. D. Configure a Maintenance Plan.

Northern Trail Outfitters has hired a contractor to help with service calls on an as-needed basis. The contractor should be limited to travel a maximum of 50 minutes from home. Which action should a consultant recommend?. A. Link rules to Relevance Groups. B. Assign a high efficiency score. C. Check 'Keep These Appointments Scheduled'. D. Include a Match Fields work rule.

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?. A. Custom gantt filter. B. Custom lightning component. C. Custom report in a private report folder. D. Custom list view.

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?. 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 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?. A. Create a recurring Service Appointment. B. Use the Resource Availability Rule. C. Use appropriate Resource Operating Hours. D. Create Resource Absences every day.

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. A. Global optimization doesn't reschedule appointments that have rule violations. B. The optimizer uses a scheduling policy different from what is used on the dispatch console. C. The territory of the resources was not included in the global optimization request. D. There are no service resources available with the required skill levels.

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?. 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 - work order 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.

A consultant has implemented user territories at Northern Trail Outfitters (NTO) in a private sharing model. A new Midwest Service Territory has been created. Which two actions should NTO take to give the dispatcher access to all relevant Midwest records? Choose 2 answers. A. Create a new user territory associated with the Service Territory and dispatcher. B. Configure and run the User Territory Sharing Job in Field Service Settings. C. Assign a new user territory and add each of the assigned service resources. D. Add the resources assigned to the Service Territory's Member related list.

Universal Containers wants to track when Technicians need to visit a customer site multiple times to resolve an issue. How should a Consultant configure this using a single Work Order'. A. Create a new Service Appointment for each site visit. B. Create a new Child Work Order for each site visit. C. Create a new Product Consumed for each site visit. D. Create a new Work Order Line Item for each site visit.

Northern Trail Outfitters wants to improve overall responsiveness to customers. Which Dispatch technique should the Consultant implement to provide the greatest schedule flexibility?. A. Enable Drip-feed to dispatch the next appointments. B. Shuffle daily work manually via the Gantt. C. Leverage Resource Schedule Optimization. D. Configure the Auto Dispatch scheduled job.

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?. A. Define a generation horizon of 14 days. B. Define a generation timeframe of 14 days. C. Configure Auto-generate Work Orders to True. D. Define a generation horizon of 20,160 minutes.

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?. A. Minimum grade, default operating hour. B. Estimated travel time, minimize travel. C. Travel speed unit, actual travel time. D. Street level routing, Default travel speed.

Universal Containers wants to ensure that Service Appointments are only assigned to Active Resources. Which configuration should a Consultant recommend for the Scheduling Policy?. A. Match Fields. B. Preferred Resources. C. Match Boolean. D. Required Resources.

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. A. Accounts. B. Service Resources. C. Work Orders. D. Resource Absences. E. Work Types.

Universal Containers outsources 100 hours of weekly maintenance to an external Contractor. Jobs are assigned to a Contractor Manager instead of individual external technicians. The Contractor Manager is in charge of updating Service Appointments and Work Orders upon completion. How should a Consultant implement the requirement?. A. Create the individual Technicians as Service Crew Members. B. Set the individual Technicians as Capacity-Based Service Resources. C. Set the Contractor Manager as a Capacity-Based Service Resource. D. Create the Contractor Manager as a Crew Service Resource.

Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers. A. Color Palettes. B. Gantt. C. Gantt Map. D. Appointment List.

Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work. Contractor 1 has provided services 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?. A. Assign Contractor 1 and 2 different Skill Levels for repair Work Type. B. Assign Contractor 1 as a Preferred Resource. C. Assign Contractor 1 and 2 different capacities for repair work. D. Assign Contractor 2 as an Excluded Resource.

Universal Containers plans to implement Crew Management to better support its clients. Which area does the Consultant need to consider as part of the recommendation?. A. The Preferred Resource service objective is ignored for active Crew Members. B. Capacity-based scheduling is supported for Service Crews. C. A service resource can only be 2 member of 2 single Crew. D. Salesforce Field Service considers the Recommended Crew Size when assigning appointments.

Universal Containers (UC) wants to deploy Knowledge to its field team. How should UC ensure its Technicians can access Knowledge Articles offline?. A. Use Work Types to assign associated Articles to Work Orders. B. Write a workflow that associates Articles to Work Orders based on a pickiist on the jork Order. C. Use the Salesforce mobile app with deep linking to the Salesforce Field Service mobile app. D. Create a custom mobile app that syncs articles based on Service Appointment assignments.

Universal Containers (UC) wants to track the Asset lifecycle when equipment has been swapped out. What should a Consultant recommend to meet this requirement?. A. Add the field history tracking related list to the Asset Page and configure the Product Request object,. B. Add the Related Asset related list to the Asset Page and configure the Product Request object. C. Add the Related Asset related list to the Asset Page and configure the Asset Relationship object. D. Add the field history tracking related list to the Asset Page and configure the Asset Relationship object.

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 to meet 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.

Service resources at Universal Containers (UC) frequently work in more than one service territory. The current scheduling policy looks only at primary territory. While UC still wants the optimizer to use the service resource’s primary territory when scheduling, UC also wants the scheduling policy to look at the resource'’s secondary service territories. Which two scheduling policy changes should a Consultant recommend? Choose 2 answers. A. Select Working Location Enable Primary on the Working Territories Work Rule:. B. Remove the Match Territory Work Rule. C. Include the Mateh Territory Work Rule. D. Deselect Working Location Enable Primary on the Working Territories Work Rule.

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 Consultant can 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. Auto-generate Work Orders with a 14 daya Generation Timeframe. D. Auto-generate Work Orders with a 14 day Generation Horizon.

An extreme weather situation impacted both the volume of open work and the number of available resources at Universal Containers. Which approach should a Consultant recommend to realign available resources with open work?. A. Resource Schedule Optimization. B. Emergency scheduling. C. Global optimization. D. Customer First scheduling.

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 Resources and 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.

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 recommerd to meet the requirement? Choose 2 answers. A. Ensure that Status Transitions are configured to prevent the up3Ste from "Cannot Complete" to. B. Define "Cannot Complete" as a Pinned Status for Scneduling and Optimization Services. C. Define "Cannot Complete" as a Pinned Starus for Auto-Dispatch Services. D. Ensure that Status Transitions are configured to allow the status update from "Cannot Complete" to "Scheduled.".

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 a Global 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.

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. Create Permission 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.

Universal Containers wants to make it easier for Managers to monitor Preventative Maintenance work orders using the Dispatcher Console. Which two filtering options should managers use to find the appropriate work orders?. A, The Preventative Maintenance Gantt and filter the list to show only desired work orders. B. The Dispatcher Console Map and filter the list to show only desired service appointments. C. The Dispatcher Console Appointment list and filter the list to show only desired service appointments. D. The Dispatcher Work Order Polygon and filter the list to show only desired service appointments.

Which fields on Service Appointments help ensure that they are completed within the agreed upon Service Level Agreement (SLA) with Universal Containers’ customers?. A. Actual Start, Actual End. Arrival Window Start, Arrival Window End. C. Scheduled Start, Scheduled End. D. Earliest Start Permitted, Due Date.

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?. A. Set Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work orders. B. Set Frequency to 1 Month; Generation Timeframe of 12; uncheck Auto-generate work orders. C. Set Frequency to 1 Month; Generation Timeframe of 12; check Auto-generate work orders. D. Set Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work orders.

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 met and simultaneous scheduling will occur? Choose 3 answers. A. The checkbox Use all-or-none scheduling for related appointments in Field Service Settings is selected. B. The Dependency Type is set to Start After Finish and Same Day on the first service appointment in the dependency. C. A dependency has been created between the two appointments and the start times are the same. D. The Same Resource and Same Day fields appear on the Service Appointments page layout. E. The Complex Work Visualforce page is added to the Service Appointments page.

Universal Containers just started its Field Service Implementation and is configuring Service Territories and Locations. The Locations need to be associated to Territories. In which two ways should the Consultant show this relationship? Choose ? answers. A. Add the Service Territory Location Related List on the Service Territory page layout. B. Add the Service Territory Location Related List on the Location page layout. C. Create the Service Territory Location as a Service Territory lookup field. D. Create the Service Territory Location as a Location lookup field.

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?. A. Select Date Resolution on the Hours Tab. B. Select Travel Time and Breaks as skills on the Skills Tab. C. Select Hours, Absences and Overtime on the Utilization Tab. D. Select Sort by Average Utilization on the Resources Tab.

Technicians earn certifications that must be renewed periodically to ensure their skills remain up to date. How can these certifications be managed on the Resource?. A, Add the Resource Skill and track certification using reminder. B. Add the Resource Skill and create Absence once expired. C. Add the Resource Skill and remove from the Service Territory once expired. D. Add the Resource Skill and set the End Date.

How should the Consultant recommend visualizing the highest revenue generating Service Appointments on the Gantt?. A. Use Map Report Layers. B. Color code using Gantt Palettes. C. Create a Gantt Action to highlight. D. Add the relevant field to the Field Set.

Northern Trail Outfitters (NTO) wants to use crews to service its customers. NTO's consultant recommends using the Crew Management tool to create and maintain the crews, and indicates that access to the tool is given via a permission set. Which two permission sets should give a user access to the Crew Management tool? Choose ? answers. A. FSL Agent Permissions. B. FSL Dispatcher Permissions. c. FSL Admin Permissions. D. FSL Resource Permissions.

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?. A. Add one hour to the start and end times on the Service Territory. B. Change the time zone on the Service Territory Member's user record to match the Service Territory's time zone. C. Add one hour to the start and end times on the Service Territory Member's Operating Hours. D. Subtract one hour from the start and end times on the Service Territory.

Universal Containers operates in a highly regulated industry. Technicians 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 ? answers. A. Service Appointment Generation Method = One Service Appointment per Work Order. B. Work Order Generation Method = One Work Order per Asset. C. Work Order Generation Method = One Work Order Line Item per Asset. D. Service Appointment Generation Method = One Service Appointment per Work Order Line Item.

A customer wants to return a defective product instead of scheduling a Service Appointment. How should this product be tracked in Salesforce Field Service?. A. Create a Work Order and Work Order Line Item. B. Create a Return Order and Return Order Line Item. C. Create a Product Request and Product Request Line Item. D. Create a Return Order and relate it to the Product.

Which two scenarios are fully supported by Maintenance Plans? Choose 2? answers. A. Appointments on the first Tuesday of the month. B. Site inspections during the first week of the "year. C. Quarterly sales visits to a customer. D. Weekly recurring appointments at 8:00 AM.

At Northern Trail Outfitters (NTO), agents are expected 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 best permission set{s) a consultant should recommend assigning to NTO agents?. A. Dispatcher. B. Agent and Resource. C. Agent. D. Mobile, Agent, and Resource.

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?. A. Create a Flow that adds two Signature Blocks when the Service Report is generated,. B. Create relevant Signature Types and add Signature Blocks to the Service Report Template. c. Create two custom fields for the Service Appointment and use Flows to capture each signature. D. Create two Service Reports and add one Signature Block to each Report.

Universal Containers wants to limit their Technicians’ view of Work Orders and Service Appointments in the Salesforce Field Service mobile app. What should a Consultant recommend to control their Technicians’ view?. A. Page Layouts. B. Mini-Page Layouts. C. Field Sets. D. Visualforce Pages.

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?. A. Create customer-specific Price Books and add all products as Price Book Entries. B. Utilize a custom Global Price Book and add price-negotiated products as Price Book Entries. C. Create customer-specific Price Books and add only price-negotiated products as Price Book Entries. D. Utilize a custom Global Price Book and add all products as Price Book Entries.

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. A. Most service appointments have the same priority. B. The Scheduling Policy Used field is blank. C. The scheduling policy is producing too many candidates that qualify for each Service Appointment. D. The Calculate travel and breaks Field Service Setting is disabled for the Service Resource Availability work rule.

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?. A. Work Orders with Service Appointments. B. Work Orders with Work Order Line Items. C. Service Appointments and Service Appointment Line Items. D. Work Orders with Products Consumed.

A Dispatcher needs to reduce the backlog of Service Appointments in different territories and focus on individual customer service preferences. Which Scheduling Policy should the Dispatcher use?. A. Emergency. B. High Intensity. C. Soft Boundaries. D. Customer First.

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?. A. Owner of Service Appointment and members of User Territory. B. Assigned Resources, Owner of Service Appointment and members of Service Territory. C. Assigned Resources, Qwner of Service Appointment and members of User Territory. D. Owner of Service Appointment and members of Service Territory.

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?. A. Build a Workflow Rule. B. Create an Apex Trigger. C. Enable Drip feed Dispatch. D. Configure an Auto Dispatch Scheduled Job.

Universal Containers (UC) is rolling out Inventory Management to better manage parts and inventory. UC wants to automatically associate certain parts and products to Work Orders upon creation based on the work to be performed. How should the Consultant meet this requirement?. A. Add Products to the Products Required Related List on the Asset object. B. Add Products to the Work Order Products Related List on the Asset object. C. Add Products to the Products Required Related List on the Work Type object. D. Add Products to the Work Order Products Related List on the Work Type object.

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?. A. Only the Primary Assets related list on the Asset object. B. Only the Primary Assets related list on the Work Order object. C. Both the Primary Assets and Related Assets related lists on the Work Order object. D. Both the Primary Assets and Related Assets related lists on the Asset object.

Universal Containers (UC) schedules jobs that require multiple steps when on-site. UC wants to add a new status to the existing status flow. Which two configurations should the Consultant set up to meet this requirement? Choose ? answers. A, Add the Status Transitions to the Technicians’ Profile. B. Add new Status to the Service Appointment. C. Add new status to Status Transitions. D. Add new Status to the Case.

To prepare for an upgrade, a mobile technician creates a product request for three circuit boards to be sent from the main warehouse to the customer site. The completed job needs two of the boards. Which two Field Service tools should the technician use to return the unused circuit board to the warehouse? Choose TWO answers. A. Work Order. B. Return Order. c. Product Transfer. D. Product Receipt.

Universal Containers'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?. A. Service Appointment Reports. B. Service Resource Dashboard. C. Street-level Routing. D. Aerial Routing.

Universal Containers (UC) 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 parts used, and time spent on each machine when dispatching a Technician. How should the Consultant meet these requirements?. A. Each Asset will have a Service Appointment that will represent the work needed for each machine. B. Work Orders will have multiple Work Order Line Items. Each Work Order Line Item will be linked to the Asset and have a Service Appointment. C. Work Orders will have multiple Service Appointments. Each Service Appointment will be linked to the Asset. D. Each Account will have a Service Appointment that will represent the work to be done at the customer site.

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 TWO 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 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?. A. FSL Resource License. B. FSL Admin License. C. FSL Agent License. D. FSL Dispatcher License.

Which two objects are required when configuring an optimization job? Choose 2? answers. A. Service Territory. B. Scheduling Policy. C. Work Type. D. Polygons.

Universal Containers (UC) wants to ensure that Technicians enter required information only once when completing Work Orders on the Salesforce Field Service mobile app. The information entered by Technicians needs to also update the Service Appointment and the Case that are associated to the Work Order. What should a Consultant leverage to ensure the right data is captured fram the Salesforce Field Service mobile app?. A. Quick Actions that launcha Flaw on Cases, Work Orders and Service Appointments with required fields. B. Process Builder on Case to update the Service Appointment and Work Order. C. Quick Action on the Work Order that launches a Flow to update the Work Order, Case, and Service Appointment. D. Lightning Component with required fields to update the Case, Work Order and Service Appointment.

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.

Universal Containers’s Technicians have 12 mandatory company holidays each calendar year. Technicians need to view all of their absence records at once. Which two applications should a Consultant recommend to meet this requirement? Choose ? answers. A. Salesforce browser-based application. B. Salesforce Field Service mobile application. C. Custom mobile application. D. Salesforce mobile application.

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 excluded and required resource business objectives to scheduling policies. D. Configure customer preferences on the Service Resource record.

Each door lock that Universal Containers (UC) sells has 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 Technicians carry five replacement units in their van stock. How should UC track the van stock door locks?. A. Create a product item and enter the serial numbers in the related list. B. Create a product item with all the serial numbers in the notes section. C. Create a product item for each door lock utilizing standard fields. D. Create a product item and enter the Technicians’ lock quantity.

One of Universal Containers's customers allows maintenance only between 12 PM -1:00 PM. On which object should a Consultant set Operating Hours to meet this requirement?. A. Service Territories. B. Service Territory Members. C. Service Appointments. D. Accounts.

Universal Containers needs to send Technicians into the field to service containers. It takes two Technicians with specialized skills to complete the work at the same time. How should a Consultant implement this requirement?. A. Create a crew with two Technicians. B. Create a work rule with two required skills. C. Create a single Service Appointment. D. Create two Service Crews.

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 ? answers. A. Leverage the Match Skills Work Rule when scheduling appointments. B. Leverage the Match Skills Scheduling Policy when scheduling appointments. C. Create Skills that relate to qualifications from Setup and assign them to a Service Resource. D. Create Skills that relate to qualifications from the Skills tab and assign them to a Service Resource.

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 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 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.

Question: 118 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 TWO answers. A. Create the work skills using the FSL Lightning Web Component. Assign the skills to Service Resources. Add the skill to Work Types and Work Orders. B. Create the work skills using the Guided Setup wizard. Assign the skills to Service Resources using Guided Setup. C. Create the work skills using the FSL Lightning Managed Package wizard. Assign the skills to Service Resources. Add the skill to Work Types and Work Orders. D. Create the work skills using Setup. Manually as Resources.

Which three objects are associated to the Work Type? Choose 3 answers. A. Skill Requirements. B. Resources. C. Service Appointments. D. Articles. E. Products Required.

Northern Trail Outfitters wants to report on its Assets and reflect their attributes including 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.

Technicians at Universal Containers use the Salesforce Field Service mobile app at customer sites. After completing work, the Technician updates the Service 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 2 answers. A. Investigate the Work Order lifecycle. B. Confirm the Technician's mobile device is online. C. Verify the Dispatcher ran the Service Appointment data job. D. Review Service Appointment automation.

Universal Containers needs a team to perform periodic maintenance on the most complex products. Which feature should the Consultant configure to meet this requirement?. A. Required Resource. B. Preferred Resource. C. Service Crew. D. Technicians with Required Skills.

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.

Universal Containers sells products that are made up of senalized components. Technicians often need to work on a specific component. How should a Consultant recommend tracking customer purchases so Work Orders can be assigned to a component?. A. Use Work Orders and define a hierarchy. B. Use Products and Product Families. C. Use Assets and define a hierarchy. D. Use Orders and Order Products.

A Dispatcher notices that the Crew assigned to a Service Appointment is missing a skill 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 is adding Field Service Schedule Optimization to its Field Service implementation. Which licensing will be required for the Field Service Schedule Optimization user?. A. Resource License. B. Salesforce License. C. Dispatcher License. D. Scheduling License.

The Dispatcher at Universal Containers wants to schedule Service Appointments from the Dispatch Console while taking the Scheduling Policy into consideration. Which three options are available to the Dispatcher? Choose 3 answers. A. Select a Service Appointment from the list and use the “Schedule” action. B. Select a Service Appointment from the list, use the “Change Status” action and “Dispatch.”. C. Select multiple Service Appointments from the list and bulk schedule them. D. gy Select a Service Appointment from the list, use the “Candidates” action, and select the best time slot. E. Select a Service Appointment from the list, use the “Edit” action and allocate the Resource.

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?. A. Create Custom Object records, each with its own child Service Appointment. B. Create multiple Service Appointments, each with its own child task records. C. Create multiple Service Appointments, each with its own child Work Order Line Item. D. Create Work Order Line Items, each with its own child Service Appointment.

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.

Universal Containers wants 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.

Each container consists of multiple parts that are tracked by Asset records. Universal Containers’s customers usually wait until several parts need service before requesting a Technician come on-site to save money on service charges. How should a Consultant configure Salesforce Field Service to track the work performed?. A. Create a Work Type and Work Order for each Asset being serviced. B. Create a Work Order and Work Order Line Item for each Asset being serviced. C. Create a Work Order for all Assets being serviced and a Work Order Line Item for each Product Consumed. D. Create a Work Type to automatically create relevant line items for each Asset.

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?. A. Postpone all lower-priority jobs and extend Due Dates. B. Configure an Emergency Policy and use the Emergency Wizard. C. Manually flag Service Appointments as "In Jeopardy” due to weather. D. Configure a new Service Level for immediate assignment.

Which object can be used to share Service Appointments with Service Resources in Salesforce Field Service?. A. Service Territory. B. Work Order. C. User Territory. D. Service Territory Member.

Which configuration can Universal Containers use to brand the Salesforce Field Service mobile app?. A. Company style sheets. B. Company address. C. Company logo. D. Company colors.

Universal Containers provides maintenance and emergency services to its customers. Sending Technicians to emergency calls during the day causes long travel times and reduces the number of appointments that a Technician can complete. Which feature should the Consultant use to reduce travel time and increase Technician productivity?. A. Reschedule Appointment. B. Fill-in Schedule. C. Resource Schedule Optimization. D. Fix Overlaps.

Customer relationships and reliable service are the main focus this year at Ursa Major Solar. Management has asked that once a technician has serviced a customer, they continue to service that customer when possible. What should the consultant recommend to meet this requirement?. A. Designate a Skill-based resource to the Work Order. B. Assign a Preferred status Resource Preference to the Account. C. Configure an account preference on the Service Resource record. D. Include the Required Resource work type in Scheduling Policies.

Universal Containers wants to 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 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 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?. A. mini page layouts. B. page layouts. C. field sets. D. visual force page.

universal containers need to send the technician into the field to service containers. It takes two technicians with specialized skill to complete the work at same time. How should the consultant make this requirement?. A. Create a work rule with two required skills. B. Create a two-service crew. C. Create a crew with two technicians.

Universal Containers occasionally needs to use two Technicians to complete a job, however the Technicians can be onsite at different times. How should a Consultant implement this process?. A. Create two Service Appointments and assign two different Resources. B. Create one Service Appointment and add two Required Resources. C. Create one Service Appointment and schedule two Resources. D. Create two Service Appointments and set the Early Start to the Start Time of the first Service Appointment.

Universal Containers tracks customer issues in its call center. Sometimes a Technician is required at the customer's location to resolve the issue. Which sequence of steps should a Consultant recommend to dispatch the Technician?. A. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment. B. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment. C. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment. D. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.

Approximately 70% of Universal Containers^ site visits are inspections and quotation sessions that take roughly the same amount of time and set of resource skills to complete. What should a Consultant recommend to streamline the creation of these Work Orders?. A. Create a child Work Order for each similar site visit. B. Create Work Types for use on Work Orders. C. Create a standard set of Work Order Line Items. D. Create a work flow to clone the Work Order.

Dispatchers at Universal Containers want to ensure resources assigned to a Work Order have the appropriate level of expertise. What should a Consultant implement to accomplish this requirement?. A. Define Work Types, Define Work Order Status, Set up Resource Skills. B. Set up Skill Requirements, Define Work Types, Set up Routing Rules. C. Define Skills, Set up Skill Requirements, Set up Resource Skills. D. Set up Service Locations, Set up Location Skills, Define Work Types.

Ursa Major Solar tracks installed products using the Salesforce Asset object. Each individual solar panel is treated separately. To save money on service calls, many times customers will wait to have a technician come onsite until there are multiple panels that need servicing. How should the callout for multiple panels be treated in Salesforce?. A. Create a work order for each installed product and a work order dependency to assign to the same resource. B. Create a work order hierarchy with each installed product as a child work order. C. Create a work order with a work order line item for each installed product. D. Create an asset hierarchy with each installed product as a child asset in the hierarchy.

The service director at Ursa Major Solar would like to understand the effect that service objectives have on the assignment of service appointments to service resources. Where can the director view service objective scores for potential appointment time slots?. A. Bulk dispatch action. B. Book appointment action. C. Candidates action. D. Dispatch console.

AW Computing groups its technicians based on seniority. The newest techs comprise Tier 1, move to Tier 2 after a year on the job, and get assigned to Tier 3 after 3 years on the job. Resources with more seniority should be considered for a job over resources with less seniority. How should the field service administrator ensure this corporate policy is enforced considering the Customer First scheduling policy is utilized consistently except in emergency situations?. A. Create a custom number field to capture the tier number on the service resource. B. Create a queue for each tier group within each territory on the Service Appointment object. C. Use the Priority field on the service resource assigning Tier 3 techs the lowest number and Tier 1 techs with the highest number. D. Make a relevance group on the work rule to filter based on the tier number and add the rule to the policy.

The system administrator at Ursa Major Solar creates several custom actions on the Work Order object. Field technicians report that the actions are visible while using the Salesforce mobile app but not visible in the Field Service mobile app. What are two reasons why the actions only display in the Salesforce mobile app? Choose 2 answers. A. The action was added as part of the Salesforce mobile navigation settings options. B. The actions were not added to the Classic Publisher Quick Actions section on the page layout. C. The actions were not added to the Mobile and Lightning Actions section on the page layout. D. The action type being utilized on the Work Order object is Lightning component.

Universal Containers provides prompt service and has multiple service levels for different customers. Over 50% of Service Appointments are created on the same day that they need to be completed. As a result, a Technician's daily schedule can change multiple times throughout the day. Which method of dispatching should a Consultant recommend implementing?. A. Automatically Dispatch Service Appointments using Drip Feed. B. Automatically change the schedule policy. C. Automatically change the status to Dispatched of all Service Appointments. D. Automatically schedule unscheduled services to available Resources.

Universal Containers currently tracks its customers' entitlements to support utilizing Salesforce Service Cloud. Service calls that require a Technician to go to the customer's location require the creation of a Work Order. Once the Agent confirms that the customer and product are eligible for onsite support, a Work Order is manually created. On which object should the Consultant define a Quick Action to create the Work Order?. A. Entitlement. B. Opportunity. C. Case. D. Contact.

Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only. How can this be configured?. A. Include the Match Territory Work Rule in the Scheduling Policy. B. Include the Resource Availability Work Rule in the Scheduling Policy. C. Mark the Service Territory's Resources as Required on the Service Appointments. D. Ensure the Resource's Address is in the same Territory as the Service Appointments.

Universal Containers has dispatchers who can set up new territories, define new schedule policies, and control settings on the Gantt chart. In addition to Field Service Lightning Dispatcher Permissions and the Field Service Lightning Dispatcher License, which permissions should a Consultant assign to the dispatchers?. A. Field Service Lightning Mobile License. B. Field Service Lightning Admin Permissions. C. Field Service Lightning Scheduling License. D. Field Service Lightning Standard Permissions.

AW Computing technicians handle different kinds of jobs, many of which involve installing or replacing parts. Having the appropriate inventory is critical to completing the jobs on time. How should field service be configured to ensure the parts required for a job are listed correctly on the work order?. A. Ensure the product items are available in inventory. B. Include the required products in the work type. C. Add the product fields to the work order layout. D. Create a flow to add the products to the work order.

Universal Containers wants their Technicians to create an additional visit to complete unfinished work within the Salesforce Field Service mobile application. Which approach should a Consultant recommend to meet the requirement?. A. Define a Visualforce page that creates a new Service Appointment record. B. Define a Quick Action that creates a new Work Order record. C. Define a Quick Action that creates a new Service Appointment record. D. Define a Visualforce page that creates a new Work Order record.

Universal Containers wants to increase customer satisfaction by committing preferred resources to accounts and providing prompt service. Which two default Scheduling Policies meet this requirement? Choose 2 answers. A. High Intensity. B. Soft Boundaries. C. Customer First. D. Emergency Policy.

Universal Containers wants to track the work that is performed on the customer's install base. Which object relationship should the Consultant utilize to meet this requirement?. A. Work Orders to Assets. B. Work Orders to Products. C. Products to Accounts. D. Assets to Products.

Universal Containers performs maintenance and repairs on Assets in the field and wants to increase first-time fix rates. What should a Consultant include when creating a Work Order?. A. Products Required and Estimated Duration. B. Products Required and Skill Requirements. C. Skill Requirements and Products Consumed. D. Estimated Duration and Sen/ice Level Agreement.

Universal Containers plans to implement Crew Management to better support its clients. Which area does the Consultant need to consider as part of the recommendation?. A. A service resource can only be a member of a single Crew. B. Capacity-based scheduling is supported for Service Crews. C. The Preferred Resource service objective is ignored for active Crew Members. D. Salesforce Field Service considers the Recommended Crew Size when assigning appointments.

Universal Containers wants to reduce its mean-time-to-service. Which three Field Service processes should a Consultant recommend to accomplish this goal? Choose 3 answers. A. Scheduling. B. Dispatching. C. Customer Entitlements. D. Adjust Scheduling Policy. E. Knowledge Base.

AW Computing technicians use the field service mobile application exclusively since they are always in the field. Due to frequent schedule changes, the technician should only see one job at a time on the app. How should the field service administrator ensure this requirement is met?. A. Instruct the dispatcher to only dispatch one work order to each technician at a time. B. Set Send Appointment Notifications on Dispatch in the mobile settings to one. C. Enable drip feed to dispatch one service appointment per technician at a time. D. Set up auto dispatch to dispatch one work order for each technician at a time.

Which two reports should a Consultant build to track the number of parts used by a Technician during a given time period? Choose 2 answers. A. Service Appointment inventory. B. Products Consumed on Work Order Line Items. C. Work Order inventory. D. Products Consumed on Work Orders.

The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is signed. Which two configurations should a Consultant implement to prevent Work Orders from being closed? Choose 2 answers. A. Custom Work Order Escalation Rules. B. Custom Approval Process on Work Orders. C. Custom Work Order Status. D. Custom Validation Rule on Work Orders.

Which three factors should a Consultant consider when configuring routing? Choose 3 answers. A. Configure Schedule Policy by modifying Work Rules and Service Objectives. B. Configure the Resource Availability Work Rule to calculate travel at the expense of the resource and breaks. C. Default Travel Speed is used only if a different travel speed is null on the resource. D. A straight line is used to compute the shortest distance between two locations if Street Level Routing is enabled. E. Set Auto Schedule to True upon creation of the Service Appointment.

Ursa Major Solar would like the technician who performed a customer's initial installation to also perform any subsequent service calls. Which two actions should the field service administrator take to configure field service to ensure the installation technician is assigned to subsequent service calls? Choose 2 answers. A. Create a child work order for maintenance on the original installation work order. B. Add the preferred resource service objective to the scheduling policy. C. Add the technician as the required resource on the service appointment. D. Add the technician as a preferred resource on the account record.