field service

Question 1

EXAM

Universal Containers has identified a business process in which a Customer Support Agent reviews an existing Work Order and needs to associate an additional part to the order for the Technician to successfully complete the job.
How should a Consultant support this process?

A . Add a new Product Required to the Work Order.
B . Add a new Product Required to the Work Type.
C . Add a new Product Consumed to the Work Rule.
D . Add a new Product Consumed to the Work Order.

Answer 1

B . Add a new Product Required to the Work Type.

Question 2

EXAM

When a Universal Containers (UC) Technician installs a product at a customer site, the Technician must perform all future work for that customer.
Which process should the Consultant use to meet this requirement?

A . Add the Resource as a Required Resource on the Contact.
B . Add the Resource as a Required Resource on the Account.
C . Add the Resource as a Preferred Resource on the Work Order.
D . Add the Resource as a Preferred Resource on the Asset.

Answer 2

B . Add the Resource as a Required Resource on the Account.

Question 3

EXAM

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

Answer 3

A . Three Service Territories with fewer than 50 resources

Question 4

EXAM

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.

Answer 4

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.

Question 5

EXAM

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 Mobile Permission Set to Service Resources.
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 Scheduling and Mobile Permission Sets to the Resource profile.
D . Create Permission Sets and assign the Salesforce Field Service Resource Permission Set and Scheduling license to each Technician.

Answer 5

C . Create Permission Sets and assign the Salesforce Field Service Scheduling and Mobile Permission Sets to the Resource profile.

Question 6

EXAM

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 User Territory
C . Assigned Resources, Owner of Service Appointment and members of Service Territory
D . Owner of Service Appointment and members of Service Territory

Answer 6

A . Owner of Service Appointment and members of User Territory

When an appointment is canceled, it’s visible only to the appointment owner and the relevant dispatchers based on the user territory object. The sharing rules no longer apply.

https://blog.bessereau.eu/assets/pdfs/salesforce_field_service_implementation_guide.pdf

Question 7

EXAM

Which Work Rule should a Salesforce Field Service Consultant use to assign Service Resources based on related object records?

A . Required Resource
B . Match Field
C . Resource Availability
D . Extended Match

Answer 7

D . Extended Match

Question 8

EXAM

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?

A . Ensure that Status Transitions are configured to allow the status update from ‘Cannot Complete’ to ‘‘scheduled.’’
B . Ensure that Status Transitions are configured to prevent the update from ‘‘Cannot Complete’’ to ‘None.’
C . Define ‘‘Cannot Complete’ as a Pinned Status for Auto-Dispatch Services.
D . Define ‘‘Cannot Complete’’ as a Pinned Status for Scheduling and Optimization Services.

Answer 8

B . Ensure that Status Transitions are configured to prevent the update from ‘‘Cannot Complete’’ to ‘None.’
D . Define ‘‘Cannot Complete’’ as a Pinned Status for Scheduling and Optimization Services.

Question 9

EXAM

Universal Containers wants to reduce field service-related costs by cutting overtime pay and fuel expenses for internal employees when scheduling all Service Appointments. Which two customizations should the Consultant recommend to meet this requirement?
Choose 2 answers

A . Create a new Scheduling Policy that includes Service Objectives in this order: Minimize Overtime, Minimize
Travel, Preferred Service Resource, Skill Level, Resource Priority, ASAP.
B . Select the new policy as the Scheduling Policy for the Scheduled Optimization Job.
C . Create a custom Quick Action for Booking Appointments and Candidates that use the new Scheduling Policy.
D . Create a new Scheduling Policy that includes Service Objectives in this order: ASAP, Resource Priority, Skill
Level, Preferred Service Resource, Minimize Travel, Minimize Overtime.

Answer 9

A . Create a new Scheduling Policy that includes Service Objectives in this order: Minimize Overtime, Minimize
Travel, Preferred Service Resource, Skill Level, Resource Priority, ASAP.
B . Select the new policy as the Scheduling Policy for the Scheduled Optimization Job.

Question 10

EXAM

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.
B . Create one Service Resource and assign the Technician and Dispatcher role.
C . Create two Skills records and assign them to the Service Resource record.
D . Create two Service Resources and assign them to the employee.

Answer 10

A . Create one Service Resource and assign the relevant Permission Set Licenses.

Question 11

EXAM

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 . A new Entitlement Process requires selecting a single Entitlement Process Type.
D . A single Milestone can be added to both Case and Work Order Entitlement Processes.
E . Milestones for Work Orders can be set up from the metadata API.

Answer 11

C . A new Entitlement Process requires selecting a single Entitlement Process Type.
D . A single Milestone can be added to both Case and Work Order Entitlement Processes.
E . Milestones for Work Orders can be set up from the metadata API.

Question 12

EXAM

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

Answer 12

D . Both the Primary Assets and Related Assets related lists on the Asset object

Question 13

EXAM

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

Answer 13

A . Select Sort by Average Utilization on the Resources Tab.

Question 14

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.

Answer 14

B . Shuffle daily work manually via the Gantt.

Question 15

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

A . Define Same Resource and Same Start dependencies.
B . Define Start After Finish and Same Day dependencies.
C . Define a Start After Finish dependency.
D . Define a Same Start dependency.

Answer 15

B . Define Start After Finish and Same Day dependencies.

Question 16

EXAM

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.

Answer 16

A . Define a generation horizon of 14 days.

Question 17

Each container consists of multiple parts that are tracked by Asset records. Universal Container’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 Order and Work Order Line Item for each Asset being serviced.
B . Create a Work Type to automatically create relevant line items for each Asset.
C . Create a Work Type and Work Order for each Asset being serviced.
D . Create a Work Order for all Assets being serviced and a Work Order Line Item for each Product Consumed.

Answer 17

A . Create a Work Order and Work Order Line Item for each Asset being serviced.

Question 18

EXAM

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

Answer 18

B . The scheduling policy is producing too many candidates that qualify for each Service Appointment.
C . Most service appointments have the same priority.

Question 19

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

Answer 19

C . Work Types

Question 20

EXAM

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

Answer 20

D . Create customer-specific Price Books and add only price-negotiated products as Price Book Entries.

Question 21

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 . Enable and customize the View Asset Hierarchy action.
C . Create custom reports and reference the Parent Asset and Root Asset fields.
D . Use standard reports and reference the Parent Asset and Root Asset fields.

Answer 21

C . Create custom reports and reference the Parent Asset and Root Asset fields.

Question 22

EXAM

A Consultant is helping Universal Containers define its mobile approach. Which requirement would lead a Consultant to recommend the Salesforce Field Service mobile app instead of the Salesforce mobile app?

A . Support service processes with custom Lightning Components
B . Visibility of Technicians with geolocation tracking
C . Access to Lightning Knowledge articles
D . Manage mobile fields available through configuration

Answer 22

C . Access to Lightning Knowledge articles

Question 23

EXAM

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

Answer 23

C . Set Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work orders.

Question 24

EXAM.

Universal Container’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

Answer 24

C . The Time Slots for Appointment Booking

D . When Service Resources are available for work

Question 25

EXAM

Universal Containers (UC) wants to schedule Work Orders only if Technicians have the necessary qualifications to complete the designated work. In which two ways can UC achieve this?
Choose 2 answers

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

Answer 25

B . Create Skills that relate to qualifications from Setup and assign them to a Service Resource.
C . Leverage the Match Skills Work Rule when scheduling appointments.

Question 26

EXAM

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

Answer 26

B . Products Required
D . Skill Requirements
E . Articles

Question 27

EXAM

Universal Containers’ (UC) Technicians identify and complete additional work when they are at a customer site. UC wants to track the additional work using the Salesforce Field Service mobile app.
How should the Consultant meet this requirement?

A . Add the Work Order Line Item related list to the Work Order page to allow creation of additional line items.
B . Create a Quick Action to create a Work Order Line Item. Add a Quick Action to the Work Order Layout.
C . Create a Visualforce page to create Work Order Line items. Add a Visualforce page to the Work Order Layout.
D . Add the Work Order related list to the account to allow creation of additional line items.

Answer 27

A . Add the Work Order Line Item related list to the Work Order page to allow creation of additional line items.

Question 28

EXAM

Universal Containers is implementing Work Order Management to better support its clients. Which two approaches should the Consultant consider to create work skills for the Service Resources?
Choose 2 answers

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 Setup. Manually assign the skills to Service Resources.
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 the Guided Setup wizard. Assign the skills to Service Resources using Guided Setup

Answer 28

B . Create the work skills using Setup. Manually assign the skills to Service Resources.
D . Create the work skills using the Guided Setup wizard. Assign the skills to Service Resources using Guided Setup

Question 29

EXAM

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

Answer 29

A . Accounts
D . Resource Absences
E . Work Types

Question 30

EXAM

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 . Work Orders will have multiple Service Appointments. Each Service Appointment will be linked to the Asset.
B . Each Asset will have a Service Appointment that will represent the work needed for each machine.
C . Each Account will have a Service Appointment that will represent the work to be done at the customer site
D . 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.

Answer 30

D . 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.

Question 31

EXAM

Universal Containers (UC) wants to deploy Knowledge to its field team. How should UC ensure its Technicians can access Knowledge Articles offline?

A . Write a workflow that associates Articles to Work Orders based on a picklist on the Work Order.
B . Use Work Types to assign associated Articles to Work Orders.
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.

Answer 31

B . Use Work Types to assign associated Articles to Work Orders.

Question 32

EXAM

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.

Answer 32

C . Set the Contractor Manager as a Capacity-Based Service Resource.

Question 33

EXAM

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

A . Company style sheets
B . Company colors
C . Company logo
D . Company address

Answer 33

B . Company colors

Question 34

EXAM

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 . Confirm the Technician’s mobile device is online.
B . Review Service Appointment automation.
C . Verify the Dispatcher ran the Service Appointment data Job.
D . Investigate the Work Order lifecycle.

Answer 34

A . Confirm the Technician’s mobile device is online.

B . Review Service Appointment automation.

Question 35

EXAM

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

Answer 35

B . Arrival Window Start

D . Arrival Window End

Question 36

EXAM

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.

Answer 36

A . Assign Contractor 1 and 2 different Skill Levels for repair Work Type.

Question 37

EXAM

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

Answer 37

B . Gantt

D . Appointment List

Question 38

EXAM

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.

Answer 38

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.

Question 39

Exam

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

Answer 39

C . Enable Drip feed Dispatch.

Question 40

exam

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

Answer 40

B . Product Item

Question 41

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

A . Travel Speed Unit, Actual Travel Time
B . Estimated Travel Time, Minimize Travel
C . Minimum Grade, Default Operating Hours
D . Street Level Routing, Default Travel Speed

Answer 41

D . Street Level Routing, Default Travel Speed

Question 42

exam

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

Answer 42

B . Create Work Order Line Items, each with its own child Service Appointment.

Question 43

EXAM

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

A . Build a Flow on the Service Appointment record.
B . Install an AppExchange eSignature solution.
C . Generate a Service Report with a Signature Type.
D . Supply each Service Technician with a portable printer.

Answer 43

B . Install an AppExchange eSignature solution.

Question 44

EXAM

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 to the Service Appointment.
B . Relate the Time Sheet Entries to the Work Order Line Item.
C . Relate the Time Sheet Entries to the Service Appointment.
D . Relate the Time Sheet to the Work Order Line Item.

Answer 44

B . Relate the Time Sheet Entries to the Work Order Line Item.

Question 45

EXAM

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 . Mini-Page Layouts
B . Page Layouts
C . Visualforce Pages
D . Field Sets

Answer 45

B . Page Layouts

Question 46

EXAM

A Dispatcher notices that the Crew assigned to a Service Appointment is missing a skill requirement for the appointment.
How can the Dispatcher update the Service Crew to meet those requirements?

A . Edit the Service Appointment and add a new Service Resource.
B . Update the Service Crew on the Service Appointment’s Work Type.
C . Use the Crew Management tool to add Service Resources to the Crew.
D . A Create a new Service Appointment with a different Crew.

Answer 46

C . Use the Crew Management tool to add Service Resources to the Crew.

Question 47

exam

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 Work Order Products Related List on the Asset object.
B . Add Products to the Products Required Related List on the Work Type object.
C . Add Products to the Products Required Related List on the Asset object.
D . Add Products to the Work Order Products Related List on the Work Type object.

Answer 47

B . Add Products to the Products Required Related List on the Work Type object.

Question 48

EXAM

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 2 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 Location lookup field.
D . Create the Service Territory Location as a Service Territory lookup field

Answer 48

A . Add the Service Territory Location Related List on the Service Territory page layout.
C . Create the Service Territory Location as a Location lookup field.

Question 49

Which three factors should the consultant consider when recommending a routing option? Choose 3 answers

A . Aerial routing is used if a service appointment requires a travel distance of more than 200 kilometres
B . Multiday work schedule only aerial routing.
C . Street level routing incorporates Google map api and run faster than aerial routing
D . Aerial Routing is used if a service appointment requires a travel distance of more than 100 kilometres
E . Aerial routing computes the shortest distance between two locations based on a straight-line route

Answer 49

B . Multiday work schedule only aerial routing.
D . Aerial Routing is used if a service appointment requires a travel distance of more than 100 kilometres
E . Aerial routing computes the shortest distance between two locations based on a straight-line route

Question 50

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

A . Lightning component with required field to update the case, work order and service appointment
B . Quick actions on cases, work orders and service appointment with required fields
C . Quick action on the work order and flow to update the case and service appointment
D . Process builder on case to update the service appointment and work order

Answer 50

C . Quick action on the work order and flow to update the case and service appointment

Question 51

EXAM

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

A . Both the primary assets and related assets related lists on the assets object
B . Only the primary assets related list on the assets object
C . Both the primary assets and related assets related lists on the work order object
D . Only the primary assets related list on the work order object

Answer 51

A . Both the primary assets and related assets related lists on the assets object

Question 52

EXAM

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 set the early start to the start time of the first service appointments
B . Create two service appointments and assign two different resources
C . Create one service appointments and schedule two resources
D . Create one service appointments and add two required resources

Answer 52

B . Create two service appointments and assign two different resources

Question 53

EXAM

Universal Containers (UC) have enabled field service lightning 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 field service lightning resource permission set and scheduling license to each technician
B . Create permission sets and assign the field service lightning admin permission set to service resources.
C . Create permission sets and assign the field service lightning scheduling and mobile permission sets to the
resource profile.
D . Create permission sets and assign the field service lightning mobile permission set to service resources.

Answer 53

A . Create permission sets and assign the field service lightning resource permission set and scheduling license to each technician

Question 54

Northern trail outfitters (NTO) asks its clients for feedback on every service visit. NTO wants to dispatch the appropriate technicians based on customer feedback. What are two ways the consultant can meet this requirement?
Choose 2 answers

A . Configure and add excluded and required required resource business objectives to scheduling policies.
B . Configure customer preferences on the service resource record.
C . Configure resource preferences on the account or work order.
D . Configure and add excluded and required resource work rules to scheduling policies.

Answer 54

C . Configure resource preferences on the account or work order.
D . Configure and add excluded and required resource work rules to scheduling policies.

Question 55

EXAM

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 work order line item and a product request line item.
B . Create a product request and a product request line item.
C . Create a product consumed and a product request line item.
D . Create a shipment and a product request line item.

Answer 55

B . Create a product request and a product request line item.

Question 56

universal containers are implemented field service lightning and wants to make are the dispatch team receive work orders with appropriate resources and knowledge article requirement is defined
What should a consultant recommend to achieve this requirement?

A . skill requirement work type and case process
B . work type skill routing skill requirements operating house and data categories
C . case process work types and record types
D . work types and skill requirements

Answer 56

D . work types and skill requirements

Question 57

EXAM
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.

Answer 57

A . Jobs can take longer than the available resources hours in a day.
D . jobs require consecutive days of work and can span over weekends.

Question 58

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.

Answer 58

A . Add the work order line items related list of the work order page layout and assign the layout to the technician’s profile.

Question 59

Universal containers provides multiple service types (i.e., installation, maintenance, break/fix). Each service requires a variety of skills and certification for a resource to excel.
Which two configurations should a consultant implement to meet this requirement?
Choose 2 answer

A . Assign the appropriate skills to resources.
B . Use work types with required skills.
C . Select the relevant work types for each resource.
D . Create multiple work order line items per service.

Answer 59

A . Assign the appropriate skills to resources.

B . Use work types with required skills.

Question 60

Universal containers (UC) wants to standardize the process that agents use to create and maintain work orders which will help new agents ramp up more quickly and improve data quality and consistency. UC wants key fields, agent instructions and best practices displayed at each step of the Service process on the work order. What should the consultant implement to meet this requirement?

A . Add a lightning component to work orders.
B . Enable path for work orders.
C . Enable knowledge on work orders.
D . Add compact layouts to work orders.

Answer 60

B . Enable path for work orders.

https://help.salesforce.com/articleView?id=sf.fs_set_up_path.htm&type=5

Question 61

EXAM

Universal containers requires trained inspectors to make three site visits per year to inspect containers sites. These visits must be scheduled within 14 days of the inspection due date. What are two ways consultant can configure maintenance plans to meet the requirement? Choose 2 answer

A . Auto-generate work orders with a 14-day Generation timeframe.
B . Associate a required skill called site visit to a maintenance plan.
C . Auto-generate work orders with a 14-day Generation horizon.
D . Associate a work type called site visit to a maintenance plan.

Answer 61

C . Auto-generate work orders with a 14-day Generation horizon.
D . Associate a work type called site visit to a maintenance plan.

Question 62

EXAM

A customer support agent handles an inbound case that requires a repair of an industrial oven at a busy restaurant. The work should be assigned to a repair technician in the area, even if the technician is currently working on another assignment. Which scheduling action should the consultant recommend to the customer support
agent?

A . Emergency
B . Appointment booking
C . Fill-in schedule
D . Get candidates

Answer 62

A . Emergency

Question 63

EXAM

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

A . Customer first
B . Emergency
C . High intensity
D . Soft boundaries

Answer 63

D . Soft boundaries

Question 64

Which object can be used to share service appointments with service resource in field service lightning?

A . Service territory member
B . Service territory
C . Work order
D . User territory

Answer 64

A . Service territory member (Junction Object)

Question 65

How should the consultant recommend visualizing the highest revenue generating service appointments on the Gantt?

A . Add the relevant field to the field set.
B . Use map report layers.
C . Color code using Gantt palettes.
D . Create a Gantt action to highlight.

Answer 65

C . Color code using Gantt palettes.

Question 66

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

Answer 66

A . Work order line item

D . Work order

Question 67

EXAM

A customer makes one appointment for the sales department, and another appointment for the service department. The two appointments should be handled on the same day, but should be created as separate appointments. In addition, the technician must complete one appointment before starting the next. The agent wants to make sure these two appointments are scheduled together and in sequence.
Which three things should the consultant verify to ensure these requirements are simultaneous scheduling will occur?
Choose 3 answers

A . The same resource and same day fields appear on the service appointments page layout.
B . The complex work visual force page is added to the service appointments page layout.
C . A dependency has been created between the two appointment and the start time are the same.
D . The checkbox uses all-or-none scheduling for related appointments in field service setting is selected.
E . The dependency type is set to start after finish and day on the service appointment in the dependency.

Answer 67

B . The complex work visual force page is added to the service appointments page layout.
D . The checkbox uses all-or-none scheduling for related appointments in field service setting is selected.
E . The dependency type is set to start after finish and day on the service appointment in the dependency.

Question 68

EXAM

Universal containers wants to dispatch emergency work identified throughout the day that needs to completed before lower-priority work.
What should the consultant recommend to meet this requirement?

A . Create a custom Gantt action to call an apex class to reschedule appointments.
B . Write a batch apex class to unscheduled low priority work orders.
C . Define a global optimization job to run hourly.
D . Apply the reshuffle action within the Gantt.

Answer 68

D . Apply the reshuffle action within the Gantt.

Question 69

Exam

Universal Containers would like to report on the volume of products installed within a specific timeframe.
What solution will help meet the customer’s requirement?
A . Utilize a Work Order related list on Asset.
B . Utilize a custom ‘Installation Date’ field on Asset.
C . Utilize Field History Tracking on Asset.
D . Utilize the standard ‘Installation Date’ field on Asset.

Answer 69

D . Utilize the standard ‘Installation Date’ field on Asset.

Question 70

A Dispatcher is notified of a local power outage. All service appointments in the affected area must be rescheduled to a different day.
How should the dispatcher update the service appointments?

A . Create a map polygon of the affected area to select service appointments for rescheduling.
B . Create a report to identify service appointments in the area and notify service resources.
C . Push reschedule notifications to service resources using the field service lightning mobile app.
D . Configure a new scheduling policy to change service appointments.

Answer 70

A . Create a map polygon of the affected area to select service appointments for rescheduling.

Question 71

Exam

Universal Containers operates in a highly regulated industry technician must conduct quarterly inspections for all customers in their region each inspection should be completed within a single visit and include all installed assets on site.
Which two maintenance plan settings should the consultant recommend?
Choose 2 answers

A . Service appointment generation method - one service appointment per work order line item
B . Work order generation method - one work order line item per asset
C . Service appointment generation method - one service appointment per work order
D . Work order generation method - one work order per asset

Answer 71

B . Work order generation method - one work order line item per asset
C . Service appointment generation method - one service appointment per work order

Question 72

EXAM

Universal containers (UC) wants to schedule work orders only if technicians have the necessary qualifications to complete the designated work
In which two ways can UC achieve this
Choose 2 answers

A . Leverage the match skills work rule when scheduling appointments
B . Create skills that relate to qualifications from setup and assign them to a service resource
C . Leverage the match skills scheduling policy when scheduling appointments
D . Create skills that relate to qualifications from the skills tab end assign them to a service resource

Answer 72

A . Leverage the match skills work rule when scheduling appointments
B . Create skills that relate to qualifications from setup and assign them to a service resource

Question 73

Which fields on service appointments help ensure that they are completed within the agreed upon service level agreement (SLA) with universal containers customers?
A . Scheduled start, scheduled end
B . Actual start, actual end
C . Earliest start permitted, due date
D . Arrival window start, arrival window end

Answer 73

C . Earliest start permitted, due date

Question 74

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

Answer 74

A . Custom gantt filter

Question 75

EXAM

An extreme weather 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

Answer 75

C . Emergency scheduling

Question 76

Exam

When the universal container UC technician installed a product at a customer site the technician must perform all future work for that customer
Which process should the consultant use to meet the requirements?

A . Add the resources as a required resource on the contact
B . Add the resources as a required resource on the work order
C . Add the resources as a required resource on the asset
D . Add the resources as a required resource on the account

Answer 76

D . Add the resources as a required resource on the account