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WorksheetsField Lightning
Total questions: 137
Worksheet time: 1hrs 19mins
(1) The Dispatcher at Universal Containers would like to schedule Service Appointments from the Dispatcher's Console while taking the Scheduling Policy into consideration. Which three options are available to the Dispatcher? Choose 3 answers
Select a Service Appointment from the list, press the "Change Status" action and "Dispatch."
Select a Service Appointment from the list, press the "Edit" action and allocate the Resource.
Select a Service Appointment from the list, press the "Candidates" action, and select the best time slot.
Select a Service Appointment from the list and press the "Schedule" action.
Select multiple Service Appointments from the list and bulk schedule them.
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?
Generate a Service Report with a Signature Type.
Install an AppExchange eSignature solution.
Supply each Service Technician with a portable printer.
Build a Flow on the Service Appointment record.
Universal Containers wants their Technicians to be allowed to reschedule a visit for the same work within the Field Service mobile application. What approach should a Consultant recommend?
Create a Quick Action that will create anew Service Appointment record.
Create a Visualforce page that will create a new Service Appointment record.
Create a Quick Action that will create a new Work Order record.
Create a Visualforce page that will create a new Work Order record.
A customer wants return a defective product instead of scheduling service appointment How should this product be tracked in field service lightning?
Create return order and return order line item
Create a work order and work order line
Create a return order and relate it to the product
Create a product request and product request 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
Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to Work Order.
Use of Standard Reports to view Parent and Root Work Order Lines Items within Work Orders by Customer.
Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.
Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.
Universal Containers wants to represent and track a Bill of Material (BoM). What should a Consultant recommend?
Use an ERP to manage the BoM.
Use Assets and define a hierarchy.
Use Products and add to an Order.
Use a custom object to model the BoM.
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 the ability to request the part(s) from the other Technician.
What should a Consultant recommend to view and transfer parts between Technicians?
Build a solution to utilize the product transfer functionality to view the truck stock and request transfer of stock.
Build a solution to view the Technician's truck stock and create a custom process to request transfer to stock.
Build a solution to utilize the Asset inventory functionality to view the truck stock and request transfer of stock.
Build a solution to utilize the Work Order reporting module to view the truck stock and request transfer of stock.
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?
Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
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?
Work Orders with Service Appointments
Service Appointments and Service Appointment Line Items
Work Orders with Products Consumed
Work Orders with Work Order Line Items
Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments?
Choose 2 answers
Gantt
Color Palettes
Gantt Map
Appointment List
Which work rule should a field service lightning consultant use to assign service resources based on related object records?
match field
resource availability
required resources
extended match
Universal Containers (UC) uses Service Contract based Entitlements to determine their Service Level Agreements. UC would like to track adherence to Service Contract SLAS. Where would UC apply an Entitlement record to track the specific Service Contract SLAS?
Service Contract
Account
Work Order
Work Order Line Items
Universal Containers is concerned about the decrease in Asset Uptime metrics. Which two actions should a Consultant recommend?
Integrate IoT data from their install base to detect asset issues.
Review existing contracts for obsolete provisions and requirements.
Launch a feedback survey to their install base and follow up on results.
Establish a Preventative Maintenance program for their install base.
Universal Container provides installation services for each of its products. Each product requires a different number of times, and different sets of installation tasks How should a consultant configure field service lightning to support this service
Use the work type to define the installation services for each product- use work order to track work for each customer - use service appointment to assign the work
Use cases to define the installation services for each product - use service appointment to track the work for each customer- use work order to assign the work
Use service appointment to define the installation services for each product - use work order to track order for each customer use task to assign the work
Use work order to define the installation services for each product use work type to each work - use work type to track work for each customer - use service appointment
Northern Trail outfitters (NTO) want to track the report on individual tasks completed, including part consumed and pricing details, as part of the work order completion process. NTO want to schedule one or multiple tasks to the different technician as needed How should the consultant meet the requirements utilizing the standard field service lightning data model?
Create work order line item, each with its own child service appointment
Create a custom object records, each with its own child service appointment
Create a multiple service appointment, each with its own child task records
Create a multiple service appointment each with its own child work order line item
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?
Salesforce1
Field Service mobile app
Salesforce Mobile App
Salesforce Touch
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?
Set the Territory Assignment Policy to the Highest Level.
Set the Polygon Assignment Policy to the Highest Level.
Set the Territory Assignment Policy to the Lowest Level.
Set the Polygon Assignment Policy to the Lowest Level.
Dispatchers 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?
Set up Service Locations, Set up Location Skills, Define Work Types
Define Skills, Set up Skill Requirements, and Set up Resource Skills
Define Work Types, Define Work Order Status, Set up Resource Skills
Set up Skill Requirements, Define Work Types, Set up Routing Rules
Universal Containers is concerned about the decrease in Asset Uptime metrics. Which two actions should a Consultant recommend?
Launch a feedback survey to their install base and follow up on results.
Review existing contracts for obsolete provisions and requirements.
Establish a Preventative Maintenance program for their install base.
Integrate IoT data from their install base to detect asset issues.
20. Universal Containers wants their Technicians to record an Asset Number using a barcode scanner when completing Work Orders. What field types should be configured to capture this information?
Formula
Number
Text
Barcode
Which three factors should the consultant consider when recommending a routing option?
Choose 3 answers
Multiday work. Scheduling doesn't support predictive travel.
Aerial routing is used if a service appointment requires a travel distance of more than 200 kilometres
Street level routing incorporates Google map api and run faster than aerial routing
Aerial Routing is used if a service appointment requires a travel distance of more than 100 kilometres
Aerial routing computes the shortest distance between two locations based on a straight-line route
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?
Add a new Product Required to the Work Order.
Add a new Product Required to the Work Type.
Add a new Product Consumed to the Work Order.
Add a new Product Consumed to the Work Rule.
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
Configure and run the User Territory Sharing Job in Field Service Settings.
Assign a new user territory and add each of the assigned service resources.
Add the resources assigned to the Service Territory's Member related list.
Create a new user territory associated with the Service Territory and dispatcher.
Universal Containers wants Field Technicians to capture customer authorization via a signature through FSL mobile app.
What should a Consultant recommend?
Create a Quick Action on the Service Appointment to launch a screenflow with a signature component and creates a service report .
Create a Quick Action on the Service Appointment to launch a Visualforce signature page.
Create a Checkbox on the Service Appointment that will capture the customer's Authorization when signed.
Create a custom text field to capture the customer's signature on Salesforce mobile app.
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?
Remove the Technician as a Preferred Resource.
Assign the Technician to a new Service Territory.
Create a new Work Order Validation Rule.
Create an Excluded Resource for the Account.
In the Dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? (Choose three)
Resource's Home Base
Resources Travel Speed
Google Traffic Data
Service Appointment Dependencies
Service Appointments
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
The Maintenance Plan for the Account
The Due Date of the Service Appointment
The Due Date of the Service Appointment
The Time Slots for Appointment Booking
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?
The Product Item Transactions Related List on the Product Item
The Products Consumed section on the Work Order
The Product Request Line Item associated with the Product
The Work Order Line Item associated with the completed Work Order
Universal Containers' (UC) product named "Widget 1" should always receive phone support when an issue is logged against the product. A UC customer calls regarding an issue on "Widget 1" at their location. What should be implemented to ensure the customer's case automatically receives remote technical support?
Create a Workflow Rule on the Case.
Create a Milestone on the Product.
Create an Entitlement Template on the Product.
Create a Visualforce Page on the Case.
30. Northern Trail Outfitters wants to report on its Assets and reflect their attributes including hierarchical relationships.
How should the Consultant meet this requirement?
Enable and customize the View Asset Hierarchy action.
Create custom reports and reference the Parent Asset and Root Asset fields.
Use the Assets without Products report.
Use standard reports and reference the Parent Asset and Root Asset fields.
Universal Containers has an initiative to increase customer satisfaction by committing preferred resources to accounts and providing prompt service. Which two Scheduling Policies would assist to meet this initiative?
Choose 2 answers
Customer First
Emergency Policy
Soft Boundaries
High Intensity
A Field Service Technician wants to view a list of parts consumed during a given time period. The Technician will then use the data to replenish inventory on the truck. Which three steps should a Consultant recommend to track the number of parts consumed? Choose 3 answers.
Build a report using the Service Appointment Inventory module.
Build a report to view Products Consumed on Work Order Line Items.
Build a report to view Inventory Transactions.
Build a report using the Work Order inventory module.
Build a report to view Products Consumed on Work Orders.
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
Inventory
Mobile Locations
Products Required
Warehouse Locations
Products Consumed
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
When Service Resources are available for work
The Maintenance Plan for the Account
The Time Slots for Appointment Booking
TheDue Date of the Service Appointment
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?
Relate the Time Sheet Entries to the Service Appointment.
Relate the Time Sheet to the Work Order Line Item.
Relate the Time Sheet Entries to the Work Order Line Item.
Relate the Time Sheet to the Service Appointment.
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?
Create a user territory for the technicians' primary and secondary territories.
Enable the sharing features in the Field Service settings in the Setup menu.
Configure a sharing rule to share dispatched service appointments with the assigned resource.
Create a process to change the owner of the service appointment to the assigned technician.
Universal Containers wants to track the total associated price when servicing Work Order for customers. Which two of the following should a Consultant recommend? Choose 2 answers
Use the Einstein Pricing Configurator.
Use a custom object to model the Work Order pricing.
Set up Products and Price Books.
Use Work Order and Work Order Line Items.
which configuration can universal containers use to brand the field service lightning mobile app?
Company style sheets
Company logo
Company colours
Company address
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?
Add the Work Order related list to the account to allow creation of additional line items.
Create a Visualforce page to create Work Order Line items. Add a Visualforce page to the Work Order Layout.
Create a Quick Action to create a Work Order Line Item. Add a Quick Action to the Work Order Layout.
Add the Work Order Line Item related list to the Work Order page to allow creation of additional line items.
40. Universal Containers has Resources working in multiple countries and time zones. Each country has different holidays and working hours as allowed by law. What should a Consultant recommend to implement these parameters with the most flexibility possible?
Service Territories, Operating Hours, and Resource Absences
Work Types, Resource Availabilities, and Operating Hours
Skills, Operating Hours, Time Slots, and Holidays.
Service Territories, Resource Capacity, and Business Hours
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?
Minimum Grade, Default Operating Hours
Street Level Routing, Default Travel Speed
Estimated Travel Time, Minimize Travel
Travel Speed Unit, Actual Travel Time
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?
Define Same Resource and Same Start dependencies.
Define a Same Start dependency.
Define a Start After Finish dependency.
Define Start After Finish and Same Day dependencies.
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?
Create a custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.
Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician's profile.
Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.
Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through salesforce1.
universal container (uc) is rolling out inventory management to better manage parts and inventory. UC wants to automatically associate certain parts and products to work orders on creations based on the work to be performed.
How should the Consultant meet this requirement?
Add product to the products required related list on the work type object
Add product to the work order products related list on the asset object
Add product to the products required related list on the asset object
Add product to the work order products related list on the work type object
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.
The dependency type is set to start after finish and day on the service appointment in the dependency.
The complex work visual force page is added to the service appointments page layout.
The checkbox uses all-or-none scheduling for related appointments in field service setting is selected.
The same resource and same day fields appear on the service appointments page layout.
A dependency has been created between the two appointment and the start time are the same.
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
Reduced Absences per Employee.
Reduced Work Orders per Shift.
Reduced Overtime per Work Order.
Reduced Travel Time per Work Order.
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
Products Required for Service Appointments
Products Required for Service Resources
Products Required for Work Orders
Products Required for Work Order Line Items
Universal container typically performs installs, break-fix, and inspection 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?
Work type and skill requirements for install, break-fix, and inspection
Work order custom fields to define install, break-fix, and inspection
Work type line items for install, break-fix, and inspection
Work order Business process for install, break-fix, and inspection
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.
Implement Work Types and Skill Assignments.
Assign Skills and Skill Levels to Users.
Implement Assignment Rules and Work Orders.
Assign Skills and Skill Levels to Resources.
50. 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?
Create an Apex Trigger.
Configure an Auto Dispatch Scheduled Job.
Enable Drip feed Dispatch.
Build a Workflow Rule.
Which object can be used to share Service Appointments with Service Resources in Salesforce Field Service?
Service Territory
Service Territory Member
User Territory
Work Order
universal container UC want to track the asset lifecycle when equipment has been snapped out What should a consultant recommend to meet this requirement?
Add the field history tracking related list to the asset page and configure the product request object
Add the field history tracking related list to the assets page and configure the asset relationships object
Add the related asset related list to the asset page and configure the product request object
Add the related asset related list to the asset page and configure the asset relationships object
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?
Create permission sets and assign the field service lightning resource permission set and scheduling license to each technician
Create permission sets and assign the field service lightning scheduling and mobile permission sets to the resource profile.
Create permission sets and assign the field service lightning mobile permission set to service resources.
Create permission sets and assign the field service lightning admin permission set to service resources.
Universal containers (UC) wants to deploy knowledge to its field team.
How should UC ensure its technicians can access knowledge articles offline?
Create a custom Mobile App that syncs articles based on service appointment assignments.
Use work types to assign associated articles to work order.
Write a workflow that associates articles to work orders based on a picklist on the work order.
Use the salesforce Mobile App with deep linking to the field service lightning Mobile App.
Universal Containers is implementing Field Service Lightning in multiple European Countries, where pricing varies by product. Which two options should a Consultant recommend when considering the setup and configuration of Price Books?
Select two.
Utilize multiple country-specific Price Books.
Utilize the standard Salesforce Price Book.
Utilize Standard Global Service Price Book Entries.
Utilize country-specific Price Book Entries.
A dispatcher of a local power outage. All appointments in the affected area must be rescheduled to a different day How should the dispatcher update the service appointment?
Create a map polygon of affected area to select service appointment for rescheduling
Push reschedule notifications to service service resource using the field service lightning mobile app
Create the report to identify the service appointment in the area of notified service resources.
Configure a new scheduling policy to change service appointment
the dispatcher at Universal Containers wants to schedule service
appointment from the dispatch console while taking the scheduling policy into consideration Which three options are available to dispatchers?
Select a service appointment from the list, use the "candidates" action, and select the best time slot
Select the service appointment from the list, user the "change status" action and
"dispatch"
Select a service appointment from the list, use the "edit" action and allocate the Resources
Select multiple service appointment from the list and bulk schedule them
Select the service appointment from the list and the "schedule" action
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?
Create the products and the installation kits as a single serialized product.
Create the products and the installation kits as unsterilized inventory.
Create the products and the installation kits as serialized inventory.
Creak the products as serialized inventory and the installation kits as unsterilized inventory.
60. Universal containers want to schedule delivery using field service lightning. Each delivery requires that an installation and safety inspection be performed by different technicians during the same visit. The safety inspection needs to be executed after the installation is completed How should the Consultant use complex work to meet this requirement?
Define same resource and start dependencies
Define start after finish and same day dependencies
Define a same start dependency
Define start after finish dependencies
Universal Containers uses a complex service model that involves scheduling multiple Service Technicians for each customer interaction (e.g., an install). How can a Consultant ensure that a Service Technician enters the data necessary to track completed work?
Update the Work Order and its associated parent Account.
Update the Work Order Line Item and its associated parent Asset.
Update the Service Appointment and its associated parent record.
Update the Case Feed and tag the associated Service Representative.
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
Reduced Overtime per Work Order.
Reduced Work Orders per Shift.
Reduced Absences per Employee.
Reduced Travel Time per Work Order.
Universal Containers does not want the lunch break to interfere with existing scheduled work. How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1pm?
Use appropriate Resource Operating Hours.
Create a recurring Service Appointment
Use the Resource Availability Rule.
Create Resource Absences every day.
Universal Containers wants to help their dispatchers determine the length of time a Work Order should last. What should the Consultant implement to help achieve this goal?
Work Types with Service Level Agreement.
Work Types with an Estimated Duration.
Work Orders with Operating Hours.
Operating Hours for Customer Accounts.
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?
Create two Service Appointments, set the Related Service Appointment and Time Dependency.
Create one Service Appointment and schedule it to two different Resources.
Create two Service Appointments and schedule them to the same Resource.
Create one Service Appointment with the total duration of the two jobs and assign two Resources.
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 two.)
Select the relevant Work Types for each Resource.
Create Multiple Work Orders Line Items per service.
Use Work Types with Required Skills.
Assign the appropriate Skills to Resources.
universal container UC wants to create a new scheduling policy that takes into account the technician assigned to customers account and then considers a resource from the customer group of preferred technician UC also wants to consider only technician with 50 miles of schedule work Which two items should a consultant include in the scheduling policy to meet this?
requirement?
Required resources and maximum travel from home
Maximize travel from home and working territories
Minimize travel service objectives and resources priority services objectives
Minimize travel service objective and preferred resource services objectives
Technician often need to generate reports in customer language
Which configuration should the consultant recommend to meet the requirements?
Add the service report language field to the work order page layout
Update the default language of the organization
Update the language of the current user
Add the language field to the contact page layouts
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?
Page Layouts
Mini-Page Layouts
Field Sets
Visualforce Pages
some technicians report that they are unable to login to the field service lightning mobile app. The Consultant confirmed that the technician has field service lightning resource license and field service lightning resource permission assign to them How should a consultant provide access to FSL mobile app?
Modify the user record
Update the public group membership
Assign a permission set
Modify the user profile
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?
Create Custom Object records, each with its own child Service Appointment.
Create multiple Service Appointments, each with its own child Work Order Line Item.
Create Work Order Line Items, each with its own child Service Appointment.
Create multiple Service Appointments, each with its own child task records.
universal container (uc) sells shipping Containers and container parts. UC wants to track each customer's container and associated part for field servicing, sales, and reporting purposes Which solution should a Consultant recommend to relate the part to a customer?
container?
Create a hierarchical relationship between the parent product container and the child part product
Add the container as product on the account and part to the child product related list
Add the container as an asset on account and make the part internal assets
Create an asset hierarchy on account with container as root asset and part as the child assets
Universal Containers wants their Field Technicians to indicate if any of their Service Appointments are at risk of not being completed on time. They would like for this to be achieved on a mobile device using a Quick Action.
What should a Consultant recommend to achieve this requirement?
Update the Service Appointment field "In Jeopardy."
Reschedule the Service Appointment for later.
Update the Service Appointment Status field.
Update the Service Appointment Chatter feed.
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?
Create Work Order Line Items with Products.
Apply Promotion to the Work Order.
Apply Price Book to the Work Order.
AppCreate Products and Price Book Entries.
Create Account-wide Discounts.
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
Resource Schedule Optimization
Reshuffle
Group Nearby
In-day Optimization
Universal Containers would like to enforce a 48-hour SLA to ensure that Technicians perform certain follow-up activities after they leave a customer site. The starting point of the SLA is when the Work Order Status is set to "Technician Wrap Up." The Technician is required to provide confirmation that wrap up is completed. Which three configurations should a Consultant implement to ensure this can be achieved? Choose 3 answers
Create a Milestone which has entry criteria for Status = Technician Wrap Up.
Create a Process Builder to close the Milestone when the Wrap Up is complete.
Create an Entitlement Process which has entry criteria for Status = Technician Wrap Up.
Create a Workflow to close the Milestone when the Wrap Up is complete.
Create custom fields to capture that the Wrap UP Activities have been completed.
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?
Subtract one hour from the start and end times on the service territory.
Add one hour to the start and end times on the service territory.
Add one hour to the start and end times on the service territory member's operating hours.
Change the time zone on the service territory member's user record to match the service territory's time zone.
A customer support agent handles an in - bound 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?
Emergency
Appointment booking
Fill-in schedule
Get candidates
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?
Create one Work Order for each Price Book and use Work Types to assign the Price Book to each Work Order Line Item.
Create one Work Order and override the price on Work Order Line Items for products on the Preferred Price Book.
Create one Work Order for each Price Book and add Work Order Line Items to the appropriate Work Order based on its Price Book.
Create one Work Order and add Work Order Line Items based on the Price Book selected on the Work Type.
which two features on the dispatcher console should the consultant use to visualize rules violating service appointments?
Choose 2 answers
Color Palettes
Gantt
Appointment List
Gantt Map
What is the most efficient way for a Consultant to keep Technicians proactively informed about updates to their Service Appointments and Work Orders in the Field Service mobile app?
Utilize Triggers to send emails to relevant users.
Utilize Schedules Jobs from the Field Service Admin app.
Enable Push Notifications in the Service Console app.
Enable Notifications in Field Service Settings.
The org-wide default sharing for a service appointment is set to be private If service appointment is cancelled, which users will have visibility to record?
Assigned resources, owners of service appointment and member of service territory
Owner of service appointment and member of user territory
Assigned resources, owner of service appointment and member of user territory
Owner of service appointment and member of service territory
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?
Create 5 Resources with 20 hours available a week.
Create a Capacity-based Resource with 100 hours capacity a week.
Create 100 Service Appointments with Contractors as Required Resources.
Create a Resource with 20 hours available a day.
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 recommend to track the lifecycle?
Utilize custom fields for change tracking on Assets.
Utilize lifecycle Object tracking on Assets.
Utilize Field History Tracing on Assets.
Utilize a Work Order related list on Assets.
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?
work order
service report
service appointment
work types
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?
Capture signature, update record, sync device, deliver Service Report.
Capture signature, sync device, update record, deliver Service Report.
Deliver Service Report, capture signature, update record, sync device.
Deliver Service Report, update record, sync device, capture signature.
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?
Set the contractor manager as a capacity-based service resource.
Create the individual technicians as service crew members.
Set the individual technicians as capacity-based service resources.
Create the contractor manager as a crew service resource.
Universal Containers is looking to implement Entitlement Management to meet the following requirements:
Any employee from the customer account is eligible for support. Specific purchased products are eligible for support. What Objects should be set up for Entitlement Management?
Contracts and Assets
Accounts and Service Contracts
Accounts and Assets
Contacts and Service Contracts
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?
Create a quick action on the work order to search the Knowledge base.
Attach the relevant articles to the work order or work order line items.
Add the Knowledge Lightning component to the Field Service mobile app.
Update the Service Appointment page layout to include the Articles related list.
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?
Street level routing, Default travel speed
Travel speed unit, actual travel time
Estimated travel time, minimize travel
Minimum grade, default operating hour
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?
Create a custom report.
Create a Process Builder to generate a report.
Use the standard Service Report
Use the standard Work Order email template.
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?
owner of service appointment and members of service territory
assigned resources, owner of service appointment and members of user territory
assigned resources, owner of service appointment and members of service territory
owner of service appointment and members of user territory
Universal Containers wants to process mobile payments. How can this requirement be met?
Create a custom payments object
Create a custom payments object
Attach a picture of the credit card
Install an AppExchange package.
A universal container 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 Consultants recommend to ensure the service with each?
container can be handled independently?
Add each asset to a separate work order line item. Create a service appointment for each line items.
Add each asset to a separate work order line item. Create a service appointment for the work orders.
Add each asset to a separate child work order. Create a service appointment for the parent work order.
Add each asset to a separate work order. Create a service appointment for each a. work order.
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?
25 contractors
75 contractors
25 contractors
100 contractors
100 contractors
25 contractors
100 contractors
How should a Consultant configure Salesforce Field Service to ensure agents and dispatchers can quickly create Work Orders with the appropriate materials?
Create Work Types and Locations.
Create Work Types with Products Required.
Create Work Types with Work Order Line Items.
Create Work Types with Products Consumed.
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
Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to Work Order.
Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.
Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.
Use of Standard Reports to view Parent and Root Work Order Lines Items within Work Orders by Customer.
Universal Containers schedules jobs that require multiple steps when on-site. They would like to add a new status to the existing status flow. Which two configurations need to be set up? Choose 2 answers.
Add the allowed Status Transitions in Field Service Settings.
Add the Status Transitions to the Technicians' Profile.
Add new Status to the Service Appointment.
Add new Status to the Work Order
Universal Containers does not want the lunch break to interfere with existing scheduled work. How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after
1pm?
Create a recurring Service Appointment
Use the Resource Availability Rule.
Create Resource Absences every day.
Use appropriate Resource Operating Hours.
Universal Containers has installed base equipment that requires specific expertise to install or decommission. Additionally, the effort can vary significantly based on equipment type. What solution should a Consultant recommend to efficiently manage installation and decommission work?
Skill Requirements and Entitlements
Validation Rules and Work Types
Work Types and Skill Requirements
Milestones and Service Appointments
Universal container want to track technician van stock and consigned products How can this will be accomplished using the field service lightning standard object model
Location will track van stock and items at customer's site
Service resources will track van stock. Location will track time and customer sites
Service resources will track van stock. Products consumed will track item at customer's site
Location will track van stock. Account will track consigned products
Which three objects are associated to the Work Type?
Choose 3 answers
Service Appointments
Resources
Skill Requirements
Articles
Products Required
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?
Create a custom Visualforce page to create a new Opportunity.
Add a "Create Opportunity" Quick Action to the Work Order Line Item.
Add an "Upsell" Quick Action to the Account that creates a new Work Order
Create a New Task linked to the Contact and assign to a Sales Rep.
Universal Containers wants to have more control over the geography in which their Technicians are performing work. What capability should a Consultant enable?
Service Territories
Territory Management
Location Management
Geotracking
Universal Containers occasionally needs to use two technicians to complete a job, however the technicians can be onsite at different How should a consultant implement this process?
Create one service appointments and schedule two resources
Create one service appointments and add two required resources
Create two service appointments and assign two different resources
Create two service appointments and set the early start to the start time of the first service appointments
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 two.)
Use of Standard Reports to view Parent and Work Order Lines Items within Work Orders by Customer.
Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.
Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.
Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to Work Order.
The Dispatcher at Universal Containers would like to schedule Service Appointments from the Dispatcher's Console while taking the Scheduling Policy into consideration. Which three options are available to the Dispatcher? Choose 3 answers
Select a Service Appointment from the list and press the "Schedule" action.
Select a Service Appointment from the list, press the"Change Status" action and "Dispatch."
Select a Service Appointment from the list, press the "Edit" action and allocate the Resource.
Select a Service Appointment from the list, press the "Candidates" action, and select the best time slot.
Select multiple Service Appointments from the list and bulk schedule them.
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?
Create a shipment and a product request line item.
Create a product request and a product request line item.
Create a work order line item and a product request line item.
Create a product consumed 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?
Create a shipment and a product request line item.
Create a product request and a product request line item.
Create a work order line item and a product request line item.
Create a product consumed and a product request line item.
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
Work order generation method - one work order line item per asset
Service appointment generation method - one service appointment per work order
Work order generation method - one work order per asset
Service appointment generation method - one service appointment per work order line item
universal container UC services customers in multiple time zones. UC
Dispatcher need to see the dates and time in dispatcher console for the time zone where jobs are being performed How should the consultant configure this?
Create the formula to calculate the time zone offset from the user to territory time zone
Set the dispatch console to display in territory time zone in the field service settings
Set the dispatch console to display in the user time zone in field service settings
Configure the dispatcher user time zone to the same as territories they manage
Universal Containers (UC) wants to measure their adherence to specific SLAs for all Work Orders. In which order should a Consultant Implement the setup to achieve this requirement?
Set Up entitlements Process for Work Orders, Set Up Milestones, Create Entitlement records.
Create Entitlement records, Set Up Entitlements Process for Work Orders, Set Up Milestones.
Set Up Milestones, Set Up Entitlements Process for Work Orders, Create Entitlement records.
Set UP Milestones, Create Entitlement records, Set Up Entitlements Process for Work Orders.
Universal Containers provides prompt service and has multiple service levels for different customers. Over
50% of Service Appointments are created on the same day they need to be completed. As a result, a Technician's daily schedule can change multiple times throughout the day.
What method of dispatching should a Consultant recommend implementing?
Automatically Dispatch Service Appointments using Drip Feed.
Automatically change the status to Dispatched of all Service Appointments.
Automatically schedule unscheduled services to available Resources.
Automatically run Optimization Background Job every hour.
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?
Product Item
Assets
Entitlement Plan
Maintenance Plan
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 s consultant can configure maintenance plans to meet the requirement? Choose 2 answer
Associate a work type called site visit to a maintenance plan.
Associate a required skill called site visit to a maintenance plan.
Auto-generate work orders with a 14-day Generation timeframe.
Auto-generate work orders with a 14-day Generation horizon.
universal container provides maintenance and emergency services to its
customers. Sending technician emergency call during the day causes long travel time and reduces the number of appointments that a technician can complete Which features should a consultant use to reduce and increase technician productivity?
Resource schedule optimization
Fix overlaps
Fall in schedule
Reschedule appointment
Universal Containers wants their Technicians to capture potential up-sell opportunities identified during site visits that will then be addressed by the inside sales team. What Configuration will support this requirement?
Create a Public Group for the inside sales team, and share Work Orders to the group via Sharing Rules.
Create a Web-to-Lead page that submits to the inside sales team. Add a link to the Case Page Layout.
Configure a Flow against Cases that auto-creates leads and assigns them to the insides sales team Queue.
Create a Service Appointment Quick Action to create a Lead record and add it to the appropriate page layout.
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 customer purchases so Work Orders can be assigned to a component?
Use Orders and Order Products.
Use Products and Product Families.
Use Work Orders and define a hierarchy.
Use Assets and define a hierarchy.
Universal Containers has a large filed service team with complex logistics process. Some of the field service data and pricing is managed in applications outside of Salesforce. The Consultant recommended bringing some data into Salesforce to streamline reporting for Field Service Managers. What report would be improved by integrating financial data from an outside system?
Service Technician utilization: Technician wrench time per month divided by the number of work hours in a given month.
Average time to repair: The average time required to repair or install as asset.
Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to repair or install an asset or respond to a service call.
First time fix rate: The percentage of on-site service requests resolved on the first visit.
Universal container want technician using the field service lightning mobile app to indicate when service appointment is at risk What should be a consultant recommended to meet the requirements?
Post the service appointment chatter feed
Update the in-jeopardy field on the service appointment
Change the status field on the service appointment
Adjust the scheduled end field on the service appointment
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?
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 filed. Mark the parent Work Order as
"Cancelled."
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"
Mark all Work Order Line Items as "Cannot complete," including the incomplete Work Order Line Item; mark the parent Work Order as "In Progress."
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".
What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences?
Service Objectives and Work Rules
Service Levels and Work Rules
Service Contracts and Service Levels.
Service Objectives and Work Types
Often, Technicians earn certifications that must be renewed periodically to ensure their skills remain up-to-date. How can these certifications be manager on the Resource?
Add the Resource Skill and create Absence once expired.
Add the Resource Skill as Time Phased.
Add the Resource Skill and track certification using reminder.
Add the Resource Skill and remove from the Service Territory once expired.
Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country.
What Price Book structure is recommended?
Utilize a custom Price Book specific to each country.
Utilize the standard Price Book with pricing rules applied.
Utilize a custom Price Book with pricing rules applied.
Utilize a standard Price Book specific to each country.
universal containers have 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?
FSL dispatcher license
FSL resource license
FSL admin license
FSL agent license
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?
Utilize a custom global price book and add all products as price book entries
customer specific price books and add only price negotiated products as price Create book entries
Create customer specific price books and add all products as price book entries
Utilize a custom global price book and add price negotiated products as price book entries
Universal Containers wants to help their dispatchers determine the length of time a Work Order should last.
What should the Consultant implement to help achieve this goal?
Work Orders with Operating Hours.
Operating Hours for Customer Accounts.
Work Types with Service Level Agreement.
Work Types with an Estimated Duration.
Universal Containers wants to ensure that Service Appointments are only assigned to Active Resources.
What configuration should a Consultant recommend for the Scheduling Policy?
Match Fields
Required Resources
Match Boolean
Preferred Resources
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
Chatter Customer Groups
Customer Communities Plus
Customer Communities
Partner Communities
Chatter Files Connect
Universal containers just started itsfield service implementation and is configuring service territories and locations. Need to be associated to territories.
In which two ways should the consultant show this relationship?
Choose 2 answers
add the service territory location related list onthe location page layoutcreate the service territory location as a location lookup field.
create the service territory location as a location lookup field.
create the service territory location as a service territory lookupfield.
add the service territory location related list on the service territory page layout
Which three overview cards does the Field Service mobile app provide as context to Technicians on upcoming Service Appointments? (Choose three.)
Asset History
Site Details
Product Catalog
Address
Contact
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?
Salesforce Touch
Field service mobile app
Salesforce mobile app
Work Order records cannot be updated on a mobile device
Universal Containers has installed base equipment that requires specific expertise to install or decommission.
Additionally, the effort can vary significantly based on equipment type. What solution should a Consultant recommend to efficiently manage installation and decommission work?
Skill Requirements and Entitlements
Work Types and Skill Requirements
Milestones and Service Appointments
Validation Rules and Work Types
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?
Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
Universal container wants to ensure the technician has the correct equipment before arriving at a job site.
Which two considerations should the consultant take into account when configuring?
field service lightning?
Choose 2 answers
Work type can be configured to include required products on the work order and work order line item
Validation rule and triggers created on work order and work order line-item objects are automatically recreated for work
Quantity and unit of measure are required when adding a required product
Required product must be added to both work order and all work order line items
which two considerations impact the scheduled time frame of multi-day work?
Choose 2 answers
Assigned resource
Break duration
Homebase travel
Resource skill level
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?
Modify the user record.
Update Public Group membership.
Modify the user's Profile.
Assign a Field Service Mobile License to the user.
optimization for the Midwest 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 noticed that the optimization service run time per service appointment is set to low in field service settings. Which two conditions should make the consultant consider setting the optimizer too?
high?
Choose 2 answers
The scheduling policy used field is blank
The calculate travel and breaks field service setting is disabled for the service resource availability work rule.
Most service appointment have the same priority
The scheduling policy is producing too many candidates that qualify for each service appointment
