Field Service Questions Flashcards
Exam
Universal Containers utilizes two contractors, Contractor 1 and Contractor 2, to perform repair work, Contractor 1 has provided service longer for Universal Containers and is considered to have more repair work expertise than Contractor 2. How should a Consultant configure this expertise for Contractor 1 versus Contractor 2?
A. Assign Contractor 2 as an excluded Resource.
B. Assign Contractor 1 and 2 different capacities for repair work.
C. Assign Contractor 1 as a Preferred Resource.
D. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.
D. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.
Universal Containers is tracking customer issues in their call center. Sometimes this requires a technician to be on-site at the Customer’s location. What set of steps should a Consultant recommend to dispatch the technician?
A. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
B. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
C. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
D. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
B. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
A Technician is onsite where there is no connectivity and is required to capture the customer’s signature. What is the appropriate order of operations as the Technician goes back online?
A. Deliver Service Report, capture signature, update records, sync device.
B. Capture signature, sync device, update record, deliver Service Report.
C. Deliver Service Report, update record, sync device, capture signature.
D. Capture signature, update record, sync device, deliver Service Report.
D. Capture signature, update record, sync device, deliver Service Report.
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.”
A. Drag and drop the Service Appointments to other available Resources and run Optimization.
Universal Containers wants to ensure that only Field Technicians with a specialized certification are sent Work Orders of a specific type. In which two ways can a Consultant ensure the correct Resources are assigned to Work Orders?
Choose 2 answers.
A. Implement Work Types and Skill Assignments.
B. Implement Assignment Rules and Work Orders.
C. Assign Skills and Skill Levels to Users.
D. Assign Skills and Skill Levels to Resources.
A. Implement Work Types and Skill Assignments.
D. Assign Skills and Skill Levels to Resources.
Universal Containers is experiencing an issue where Technicians are repeatedly called back to a job that has been completed in the past. How should a Consultant recommend this information be tracked?
A. Create a new Work Order and relate it to the previous Work Order.
B. Create a new Work Order and relate it to the Customer.
C. Update a field called “Repeat Call” on the initial Work Order.
D. Create new Work Order Line Items under the initial Work Order.
A. Create a new Work Order and relate it to the previous Work Order.
Universal Containers is expecting the amount of work to increase significantly over the next three weeks. They have decided to engage a new third-party Contract Provider to help with the additional work. How should a Consultant recommend Configuring the new Contractor?
A. Create a Capacity-based Resource and delete that Resource after three weeks.
B. Create a Resource and give them 24-hour availability for the next three weeks.
C. Create a Capacity-based Resource and give them 24-hour availability for the next three weeks.
D. Create a Capacity-based Resource and give them Capacity for the next three weeks.
D. Create a Capacity-based Resource and give them Capacity for the next three weeks.
Universal Containers provides multiple service types (i.e, Installation, Maintenance, Break/Fix, etc). Each Service requires a variety of skills and certifications in order for a resource to excel. Which two configurations should a Consultant implement to meet this requirement? Choose 2 answers
A. Create Multiple Work Orders Line Items per service.
B. Select the relevant Work Types for each Resource.
C. Assign the appropriate Skills to Resources.
D. Use Work Types with required Skills.
C. Assign the appropriate Skills to Resources.
D. Use Work Types with required Skills.
Universal Containers wants to process mobile payments. How can this requirement be met?
A. Attach a picture of the credit card
B. Add a custom filed to store the credit card number
C. Create a custom payments object
D. Install an AppExchange package.
D. Install an AppExchange package.
Universal Containers wants to have more control over the geography in which their Technicians are performing work. What capability should a Consultant enable?
A. Service Territories
B. Geotracking
C. Territory Management
D. Location Management
A. Service Territories
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.
C. Work Types and Skill Requirements for Install, Break-fix, and Inspections.
Universal Containers (UC) is using Field Service and has customer meetings at UC's offices. When booking meetings, they would like them to begin on hour, every hour, between 9am-5pm. How can this be achieved?
A. Use Territory-specific Operating Hours.
B. Use Customer Operating Hours.
C. Use Multiple Operating Hours with Slots for each hour.
D. Use Exact Appointments on the Work Types.
A. Use Territory-specific Operating Hours.
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.
D. Utilize the standard “Installation Date” field on Asset.
Checked: There is an Install Date field, Date Data Type, on the Asset Object.
Universal Containers wants to give Field Technicians the ability to create follow-up appointments if they are unable to complete w Work Order due to missing inventory. What should a Consultant implement to meet this requirement?
A. Implement a Macro to generate Service Appointments on the existing Work Order.
B. Implement a Quick Action to create a new Work Order Line Item on the existing Work Order.
C. Implement a Quick Action to create a new Service Appointment on the existing Work Order.
D. Implement a Custom Button to Create a Service Appointment on the existing Work Order.
C. Implement a Quick Action to create a new Service Appointment on the existing Work Order.
Which three overview cards does the Field Service mobile app provide as context to Technicians on upcoming Service Appointments? (Choose three.)
A. Product Catalog B. Site Details C. Asset History D. Contact E. Address
B. Site Details
D. Contact
E. Address
Universal Containers wants to provide a pro-formal invoice to their customer at the completion of a Work Order. Which three should a Consultant set up in order to achieve this requirement?
A. Create Account-wide Discounts.
B. Apply Promotion to the Work Order.
C. Apply Price Book to the Work Order.
D. AppCreate Products and Price Book Entries.
E. Create Work Order Line Items with Products.
C. Apply Price Book to the Work Order.
D. AppCreate Products and Price Book Entries.
E. Create Work Order Line Items with Products.
Universal Containers wants to track the work that is performed on the customer’s install base. What object relationship should the Consultant focus on to meet this requirement?
A. Products to Accounts
B. Assets to Products
C. Work Orders to Assets
D. Work Orders to Products
C. Work Orders to Assets
Universal Containers is evaluating a strategy for reducing the cost of service using automated scheduling. Which two approaches will contribute to this goal? Choose 2 answers
A. Reduced Work Orders per Shift.
B. Reduced Overtime per Work Order.
C. Reduced Travel Time per Work Order.
D. Reduced Absences per Employee.
B. Reduced Overtime per Work Order.
C. Reduced Travel Time per Work Order.
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.
B. Utilize the standard Price Book with pricing rules applied.
What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences?
A. Service Objectives and Work Types
B. Service Objectives and Work Rules
C. Service Levels and Work Rules
D. Service Contracts and Service Levels.
B. Service Objectives and Work Rules
Universal Containers wants 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 2 answers
A. Products Required for Service Resources
B. Products Required for Service Appointments
C. Products Required for Work Order Line Items
D. Products Required for Work Orders
C. Products Required for Work Order Line Items
D. Products Required for Work Orders
Universal Containers has a Partner Community. Work Orders are assigned to these partners. Partners are not interacting with Service Appointments or Service Resources. How would a Partner user update the Work Order record from a mobile device?
A. Field service mobile app
B. Salesforce mobile app
C. Work Order records cannot be updated on a mobile device
D. Salesforce Touch
B. Salesforce mobile app
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.
A. Change the Work Order with a closed status of “Cancelled.”
D. Create a child Work Order for the follow-up Work Order.
Universal Containers has an initiative to reduce their carbon footprint. What factor should a Consultant recommend using in a Scheduling Policy to meet the above requirement?
A. Give the Minimize Travel Service Objective the highest weight.
B. Remove the ASAP Service Objective.
C. Remove the Match Location Work Rule.
D. Add the Maximum Travel From Home Work Rule.
A. Give the Minimize Travel Service Objective the highest weight.
Universal Containers is looking to implement Entitlement Management to meet the following requirements:
1) Any employee from the customer account is eligible for support.
2) Specific purchased products are eligible for support.
What Objects should be set up for Entitlement Management?
A. Accounts and Assets
B. Contacts and Service Contracts
C. Accounts and Service Contracts
D. Contracts and Assets
A. Accounts and Assets
Universal Containers (UC) wants to customize Service Reports provided to customers at sign-off. Which three options are available through configuration in Field Service Lightning?
A. Add additional page to End Section of report.
B. Add additional field to Address Section of report.
C. Add additional field to General Section of report.
D. Add additional image to Detail Section of report.
E. Add additional dates in Date Section of report.
A. Add additional page to End Section of report.
C. Add additional field to General Section of report.
E. Add additional dates in Date Section of report.
Universal Containers has Role-based Technicians and Managers who handle Service Appointments. Many times, Technicians arrive on-site but are unable to gain access to the customer’s equipment. In this scenario, only the Manager has permission to cancel the Service Appointment.
Who should a Consultant recommend adhering to this business process?
A. Assign Permission Sets that allow Status Transitions.
B. Allow Status Transitions based on Role.
C. Limit Status Transitions based on Profile.
D. Configure Status Transitions based on Resource Type.
C. Limit Status Transitions based on Profile.
Universal Containers wants to track how much time each Technician is actively working each day. Which two data elements should be captured in order to calculate percentage of time spend actively working.
A. Technician hours at client location.
B. Technician work orders completed
C. Technician hours traveling
D. Technician hours per day.
A. Technician hours at client location.
D. Technician hours per day.
Universal Containers wants to allow Field Technicians to view work progress through the Work Order Line Item card in the Field Service mobile app. How can this be supported?
A. Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.
B. Create a custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.
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 salesforce1.
C. Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician’s profile.
A Universal Containers’ (UC) Technician is completing a service appointment, but is unable to finish one of the tasks defined on the Work Order Line Items because of insufficient Inventory. Assuming UC is using the standard Work Order and Line Item status picklist values, how should the work be recorded?
A. Mark all completed Work Order Line Items as “Completed.” Mark the incomplete Work Order Line Item as “Cannot Complete” and enter details in the Description field. Mark the parent Work Order as “Cannot Complete”.
B. Mark all Work Order Line Items as “Cannot complete,” including the incomplete Work Order Line Item; mark the parent Work Order as “In Progress.”
C. Mark all completed Work Order Line Items as “Completed.” Mark the incomplete Work Order Line Item as “Cannot Complete” and enter details in the Description field. Mark the parent Work Order as “Closed”
D. Mark all completed Work Order Line Items as “Completed.” Mark the incomplete Work Order Line Item as “Cannot Complete,” and enter details in the Description field. Mark the parent Work Order as “Cancelled.”
A. Mark all completed Work Order Line Items as “Completed.” Mark the incomplete Work Order Line Item as “Cannot Complete” and enter details in the Description field. Mark the parent Work Order as “Cannot Complete”.
Over 70% of Universal Containers’ sales are made by Field Technicians during on-site, customer visits, Many times, after selling a product, they will install the product as part of the current body of work. How should a Consultant recommend accomplishing this in the Field Service mobile app?
A. Create a New Task linked to the Contact and assign to a Sales Rep.
B. Add a “Create Opportunity” Quick Action to the Work Order Line Item.
C. Create a custom Visualforce page to create a new Opportunity.
D. Add an “Upsell” Quick Action to the Account that creates a new Work Order
B. Add a “Create Opportunity” Quick Action to the Work Order Line Item.
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.
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 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.
A. Create two Service Appointments, set the Related Service Appointment and Time Dependency.
Universal Containers’ (UC) Technicians often report seeing competitor’s assets when on-site. UC would like to run a report on which of their customers have competitive assets. How should a Consultant recommend meeting this requirement using the Field Service mobile app?
A. Manually create a competitor’s Asset Record on the Field Service mobile app.
B. Use a Quick Action to create a competitor Asset Record on the Field Service mobile app.
C. Use a Quick Action to create a Note to explain the competitor’s Asset and attach it to the Work Order.
D. Use a Macro to create a competitor Asset Record on the Field Service mobile app.
B. Use a Quick Action to create a competitor Asset Record on the Field Service mobile app.
Universal Containers sells products that are made up of serialized components. Field Technicians often need to work on a specific component. How should a Consultant recommend tracking the products a customer buys so Work Orders can be assigned to a component?
A. Use Work Orders and define a hierarchy.
B. Use Orders and Order Products.
C. Use Products and Product Families.
D. Use Assets and define a hierarchy.
D. Use Assets and define a hierarchy.
Universal Containers wants to use Work Types, since many of their Work Orders require the same Field Service Technician skills. What should the Consultant consider when using Work Types?
A. A change to the skills on a Work Type will affect the required skill on Work Orders previously created from that Work Type.
B. A Work Order inherits the Work Types required skills; however, the user has the ability to add/remove skills on the Work Order.
C. An existing Work Order Line Item will inherit the required skill of a Work Type, regardless of any existing required skills.
D. A Work Order Line Item will inherit their parent Work Order’s Work Type Skills, and the user is unable to make additional changes.
B. A Work Order inherits the Work Types required skills; however, the user has the ability to add/remove skills on the Work Order.
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
C. Customer Entitlement
Universal Containers is outsourcing work to a third-party Contractor. This Contractor is committed to working 100 hours per week. How should this be configured in the system?
A. Create 5 Resources with 20 hours available a week.
B. Create a Resource with 20 hours available a day.
C. Create 100 Service Appointments with Contractors as Required Resources.
D. Create a Capacity-based Resource with 100 hours capacity a week.
D. Create a Capacity-based Resource with 100 hours capacity a week.
Universal Containers’ Customers typically like to be served by the same Technician that completed the initial installation. How should a Consultant implement this rule?
A. Add all other Resources as Excluded Resources.
B. Add the Resource as a Required Resource.
C. Add the Resource as a Preferred Resource.
D. Add the Account as one of the Resource Skills.
C. Add the Resource as a Preferred Resource.
Approximately 70% of Universal Containers’ site visits are inspections and quotation sessions that take roughly the same amount of time and same set of resource skills to complete. What should a Consultant recommend to streamline the creation of these work orders?
A. Train Technicians to use Duplicate Work Order feature.
B. Launch the Work Order Standardization Wizard.
C. Create a standard set of Work Order Line Items.
D. Create Work Types for use on Work Orders
D. Create Work Types for use on Work Orders
Universal Containers wants to equip their field technicians with access to helpful information when they are in the field. What solution should a Consultant recommend to satisfy this requirement?
A. Attachments on Cases.
B. Knowledge Base on Cases.
C. Custom Links on Work Orders.
D. Knowledge Base on Work Orders.
D. Knowledge Base on Work Orders.
A Field Service Technician wants the ability to view a list of currently available parts on another Technician’s truck. The Technician will then have ability to request the part(s) from the other Technician. What should a Consultant recommend to view and transfer parts between Technicians?
A. Build a solution to utilize the Work Order reporting module to view the truck stock and request transfer of stock. B. Build a solution to view the Technician's truck stock and create a custom process to request transfer to stock. C. Build a solution to utilize the Parts transfer functionality to view the truck stock and request transfer of stock. D. Build a solution to utilize the Asset inventory functionality to view the truck stock and request transfer of stock.
A. Build a solution to utilize the Work Order reporting module to view the truck stock and request transfer of stock.
Dispatches at Universal Containers want to ensure the Resource being assigned to a Work Order has the correct training. What should a Consultant implement to accomplish this requirement?
A. Set up Service Locations, Set up Location Skills, Define Work Types
B. Define Work Types, Define Work Order Status, Set up Resource Skills
C. Define Skills, Set up Skill Requirements, and Set up Resources Skills
D. Set up Skill Requirements, Define Work Types, Set up Routing Rules.
C. Define Skills, Set up Skill Requirements, and Set up Resources Skills
Universal Containers would like to engage Contractors and Customers directly in their Field Service Solution. Which three options will provide read, write and edit access to Works Order objects? Choose 3 answers
A. Customer Communities Plus B. Chatter Files Connect C. Chatter Customer Groups D. Partner Communities E. Customer Communities
A. Customer Communities Plus
D. Partner Communities
E. Customer Communities