Field Service

Universal Containers wants to provide Technicians with the ability to capture details and customer approval on completed work to send to the customer electronically.
What should a Consultant recommend to meet this requirement?

Use the standard Service Report.

The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is signed.
Which two configurations should a Consultant implement to prevent Work Orders from being closed? Choose 2 Answers

Custom Work Order Status

Custom Validation Rule on Work Orders

Service Appointments in a "Cannot Complete" status may indicate that an additional part or expert assistance is needed to complete the work. Universal Containers defined that Service Appointments in a "Cannot Complete" status are unable to be rescheduled or unscheduled for history tracking purposes. Which two items should the Consultant recommend to meet the requirement? Choose 2 Answers

Ensure that Status Transitions are configured to prevent the update from "Cannot Complete" to "None."

Define "Cannot Complete" as a Pinned Status for Scheduling and Optimization Services.

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

Apply the Reshuffle action within the Gantt.

A customer wants to return a defective product instead of scheduling a Service Appointment. How should this product be tracked in Salesforce Field Service?

Create a Return Order and Return Order Line Item.

AW Computing groups its technicians based on seniority. The newest techs comprise Tier 1, move to Tier 2 after a year, and get assigned to Tier 3 after 3 years on the job. Resources with more seniority should be considered for a job over those with less seniority. How should the field service administrator ensure this corporate policy is enforced, considering the Customer First scheduling policy is utilized consistently except in emergency situations?

Use the Priority field on the service resource, assigning Tier 3 techs the lowest number and Tier 1 techs with the highest number.

Universal Containers operates in a highly regulated industry. Technicians must conduct quarterly inspections for all customers in their region. Each inspection should be completed within a single visit and include all installed assets on site.
Which two Maintenance Plan settings should the Consultant recommend? Choose 2 Answers

Service Appointment Generation Method = One Service Appointment per Work Order

Work Order Generation Method = One Work Order Line Item per Asset.

When completing a Work Order in the field, the Technician needs to capture two signatures to ensure compliance.
Which steps are needed to configure the signature capture?

Create relevant Signature Types and add Signature Blocks to the Service Report Template.

A Dispatcher needs to reduce the backlog of Service Appointments in different territories and focus on individual customer service preferences.
Which Scheduling Policy should the Dispatcher use?

Customer First

Dispatchers at Universal Containers want to ensure resources assigned to a Work Order have the appropriate level of expertise. What should a Consultant implement to accomplish this requirement?

Define Skills, Set up Skill Requirements, Set up Resource Skills

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?

Add one hour to the start and end times on the Service Territory Member's Operating Hours.

Universal Containers performs maintenance and repairs on Assets in the field and wants to increase first-time fix rates.
What should a Consultant include when creating a Work Order?

Products Required and Skill Requirements

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

Universal Containers wants their technicians to create an additional visit to complete unfinished work within the Salesforce Field Service mobile application.
Which approach should a Consultant recommend?

Define a Quick Action that creates a new Service Appointment record.

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

When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there are no milestones listed when viewing the record.
How should this issue be resolved?

Create a separate entitlement process associated with the work order object.

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 add Work Order Line Items to the appropriate Work Order based on its Price Book

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?

Add one hour to the start and end times on the Service Territory Member's Operating Hours.

Universal Containers performs field maintenance and repairs on Assets and wants to increase first-time-fix rates.
What should a Consultant include when creating a Work Order?

Products Required and Skill Requirements

Universal Containers wants their technicians to create an additional visit to complete unfinished work within the Salesforce Field Service mobile application.
Which approach should a Consultant recommend?

Define a Quick Action that creates a new Service Appointment record.

Time Sheet Entries can be associated to which two objects? Choose 2 answers

Assigned Resource

Service Appointment

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

When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there are no milestones listed when viewing the record.
How should this issue be resolved?

Ensure the work order entitlement is related to the same process as the case entitlement.

The system administrator at Ursu Major Solar creates several custom actions on the work Order object. Field Technicians report that the actions are visible in the Salesforce mobile app but not visible in the Field Service mobile app.
What are two reasons why the actions only display in the Salesforce mobile app? Choose 2 answers

The action type being utilized on the Work Order object is a Lightning component.

The actions were not added to the Classic Publisher Quick Actions section on the page layout.

An agent has to create a Work Order for a complex installation where components are on different Price Books (Preferred and U.S.).
Which solution should a Consultant recommend?

Create one Work Order for each Price Book and add Work Order Line Items to the appropriate Work Order.

Universal Containers defines that Service Appointments in a "Cannot Complete" status cannot be rescheduled or unscheduled for history tracking. Which two items meet this requirement? Choose 2 answers

Ensure that Status Transitions are configured to prevent the update from "Cannot Complete" to "None."

Define "Cannot Complete" as a Pinned Status for Scheduling and Optimization Services.

Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers

Color Palettes

Gantt

AW computing technicians use the field service mobile application exclusively since they are always in the field.
Due to frequent schedule changes, the technicians should only see one job at a time on the app.
How should the administrator ensure this requirement is met?

Enable drip feed to dispatch one service appointment per technician at a time.

A customer allows maintenance only between 12 PM and 1:00 PM. On which object should a Consultant set Operating Hours to meet this requirements?

Accounts

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

What is the relationship between products consumed and price books?

Consuming a product item auto-populates the price book entry from the work order’s price book.

The Dispatcher at Universal Containers wants to schedule Service Appointments from the Dispatch Console while taking the Scheduling Policy into consideration. Which three options are available to the Dispatcher?
Choose 3 answers

Select a Service Appointment from the list, use the “Candidates” action, and select the best time slot.

Select multiple Service Appointments from the list and bulk schedule them.

Select a Service Appointment from the list and use the “Schedule” action.

Universal Containers wants to track the environmental conditions (e.g., temperature, humidity) at a job site. Where should this data be recorded?

Custom fields on the Service Appointment

A dispatcher wants to see a list of all technicians who are currently "In Jeopardy" of missing their next appointment. How is this visualized?

A custom Gantt filter for "In Jeopardy."

Universal Containers wants to optimize travel for their technicians by ensuring they always start and end their day at their home address. How is this configured?

Service Territory Member - Home Address

A technician completes a job but doesn't have internet access. They record the work in the mobile app. When will the dispatcher see the updates?

When the technician's device regains internet connectivity.

Universal Containers wants to track the warranty period for each asset they sell. Which object and field should be used?

Asset - Warranty Term

A dispatcher wants to see the traffic conditions on the Gantt Map. How can this be enabled?

Street-Level Routing (SLR)

Universal Containers wants to ensure that all service reports are signed by the customer before they are sent. Which feature should be used?

Signature Type and Signature Block

A technician wants to see all the assets installed at a customer's location. Where should they look in the mobile app?

Account record

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

Arrival Window End

Arrival Window Start

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?

Assigned Resources, Owner of Service Appointment and members of Service Territory

Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only.
How can this be configured?

Include the Match Territory Work Rule in the Scheduling Policy.

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

Configure and add excluded and required resource Work Rules to scheduling policies.

Configure resource preferences on the Account or Work Order.

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 Work Order Line Items

Universal Containers plans to implement Crew Management to better support its clients.
Which area does the Consultant need to consider as part of the recommendation?

The Preferred Resource service objective is ignored for active Crew Members.

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?

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

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

Match Field

Ursa Major Solar tracks installed products using the Salesforce Asset object. Each individual solar panel is treated separately. To save money on service calls, many times customers will wait to have a technician come onsite until there are multiple panels that need servicing.
How should the callout for multiple panels be treated in Salesforce?

Create a work order with a work order line item for each installed product.

Universal Containers wants to prevent the lunch break from interfering with existing scheduled work.
How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1 PM?

Use the Resource Availability Rule.

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?

Attach the relevant articles to the work order or work order line items.

Universal Containers has a call center that responds to requests from customers and schedules time for Field Service Engineers (FSEs) to perform work on Assets owned by the client. Call Center Agents are responsible for booking appointments.
Which permission set license should be assigned to the Call Center Agents?

FSL Agent License

Universal Containers wants to report on the volume of products installed within a specific timeframe.
Which solution should the Consultant utilize to meet the requirement?

The standard Installation Date field on Asset.

Universal Containers tracks customer issues in its call center. Sometimes a Technician is required at the customer's location to resolve the issue.
Which sequence of steps should a Consultant recommend to dispatch the Technician?

Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.

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?

Three Service Territories with fewer than 50 resources

Universal Containers sells products that are made up of serialized components. Technicians often need to work on a specific component. How should a Consultant recommend tracking customer purchases so Work Orders can be assigned to a component?

Use Assets and define a hierarchy.

Universal Containers provides prompt service and has multiple service levels for different customers. Over 50% of Service Appointments are created on the same day that they need to be completed. As a result, a Technician’s daily schedule can change multiple times throughout the day.
Which method of dispatching should a Consultant recommend implementing?

Automatically Dispatch Service Appointments using Drip Feed.

AW Computing technicians handle different kinds of jobs, many of which involve installing or replacing parts. Having the appropriate inventory is critical to completing the jobs on time.

Include the required products in the work type.

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?

Create customer-specific Price Books and add all products as Price Book Entries.

Universal Containers wants to increase customer satisfaction by committing preferred resources to accounts and providing prompt service.
Which two default Scheduling Policies meet this requirement? Choose 2 answers

Customer First

Emergency Policy

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

Field Service Lightning Admin Permissions

Universal Containers wants to reduce its mean-time-to-service. Which three Field Service processes should a Consultant recommend to accomplish this goal? Choose 3 answers

Scheduling

Adjust Scheduling Policy

Dispatching

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.

Approximately 70% of Universal Containers’s site visits are inspections and quotation sessions that take roughly the same amount of time and set of resource skills to complete.
What should a Consultant recommend to streamline the creation of these Work Orders?

Create Work Types for use on Work Orders.

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

Org-Wide Default sharing is set to Private in a Salesforce org. If the Field Service User Territory feature is enabled, which three objects will be visible to users who are part of the User Territory? Choose 3 answers

Service Resources

Resource Absences

Work Orders

Which two reports should a Consultant build to track the number of parts used by a Technician during a given time period? Choose 2 answers

Products Consumed on Work Orders

Products Consumed on Work Order Line Items

Geolocation tracking is enabled for Universal Containers’s Technicians but should only apply to full time employees.
How can geolocation tracking for contractors be disabled?

Add the Exclude Technician from Geolocation Tracking permission to a permission set and assign it to Contractors.

Universal Containers currently tracks its customers’ entitlements to support utilizing Salesforce Service Cloud. Service calls that require a Technician to go to the customer’s location require the creation of a Work Order. Once the Agent confirms that the customer and product are eligible for on-site support, a Work Order is manually created.
On which object should the Consultant define a Quick Action to create the Work Order?

Case

Universal Containers (UC) wants to track the Asset lifecycle when equipment has been swapped out.
What should a Consultant recommend to meet this requirement?

Add the Related Asset related list to the Asset Page and configure the Asset Relationship object.

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 Product Request and a Product request line item.

The service director at Ursa Major Solar would like to understand the effect that service objectives have on the assignment of service appointments to service Resources.
Where can the director view service objective scores for potential appointment time slots?

Book appointment action

Ursa Major Solar would like the technician who performed a customer’s initial installation to also perform any subsequent service calls.
Which two actions should the field service administrator take to configure field service to ensure the installation Technician is assigned to subsequent service calls? Choose 2 answers

Add the preferred resource service objective to the scheduling policy.

Add the technician as a preferred resource on the account record.

One of the products sold by Universal Containers requires quarterly service appointments.
Which feature should a Consultant use to meet this requirement?

Configure a Maintenance Plan.

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

Most service appointments have the same priority.

The scheduling policy is producing too many candidates that qualify for each Service Appointment.

Universal Containers has discovered that many of its Technicians’ initial visits require a return visit to complete the work. Which two approaches should a Consultant recommend to accurately track these visits? Choose 2 answers

Create a new Service Appointment on the original Work Order.

Create a new Work Order and Service Appointment.

Universal Containers needs a team to perform periodic maintenance on the most complex products.
Which feature should the Consultant configure to meet this requirement?

Service Crew

Universal Containers wants to track the work that is performed on the customer’s install base.
Which object relationship should the Consultant utilize to meet this requirement?

Work Orders to Assets

Which three factors should a Consultant consider when configuring routing? Choose 3 answers

Configure the Resource Availability Work Rule to calculate travel at the expense of the Resource and breaks.

Configure Schedule Policy by modifying Work Rules and Service Objectives.

Default Travel Speed is used only if a different travel speed is null on the resource.

How should the Consultant recommend visualizing the highest revenue-generating Service Appointments on the Gantt?

Color code using Gantt Palettes.

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?

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

Which two objects are required when configuring an optimization job? Choose 2 answers

Service Territory

Scheduling Policy

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?

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

Universal Containers plans to deploy Salesforce Field Service 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?

75 Contractor / 25 Contractor Plus

Technicians often need to generate a report in the customer’s language. Which configuration should the Consultant recommend to meet the requirement?

Add the Service Report Language field to the Work Order Page Layout.

The dispatcher at Ursa Major Solar needs to adjust scheduled service appointments so high-priority work can be scheduled in favor of previously scheduled lower-priority work. Which action should the dispatcher take to change the schedule?

Use the Reshuffle action on the new 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?

Enable the sharing features in the Field Service settings in the Setup menu.

What are two benefits of using the Salesforce Field Service mobile app instead of the Salesforce mobile app? Choose 2 answers

Native customer signature capture

Agenda view of upcoming Service Appointments

The system administrator at Ursa Major Solar creates several different actions. The actions were added to the relevant layouts. During testing, it was determined that all of the actions were appearing on the Salesforce mobile app, but the actions were unavailable on the Field Service mobile app. What would prevent an action from displaying in the Field Service mobile app?

The actions were missing on the Salesforce Classic Publisher section on the page layout.

Universal Containers wants to automatically assign a "Low Priority" to any work order created for a specific product. How can this be achieved?

Flow to set the priority based on the Product

Which license is required for a user to see the Gantt chart and use the Dispatcher Console?

FSL Dispatcher License

Universal Containers wants to track the "First-Time Fix Rate." What information is needed to calculate this?

Number of Service Appointments per Work Order

A dispatcher wants to manually move a service appointment from one technician to another on the Gantt chart. What happens if the new technician doesn't have the required skills?

A Rule Violation is triggered.

Universal Containers wants to provide a map of all scheduled appointments for the day to their technicians in the mobile app. Which feature should they use?

Map View in the Field Service mobile app

A technician is at a job site and realizes the repair is more complex than expected. They need to update the estimated duration of the work. How should they do this?

Update the Duration field on the Service Appointment.

Universal Containers wants to track the cost of parts used on each job. Where is the price information for a "Product Consumed" record pulled from?

Price Book Entry

A consultant is setting up the Dispatcher Console and wants to customize the columns shown in the Appointment List. How is this done?

Use a Field Set on the Service Appointment object.

Universal Containers wants to ensure that technicians take a mandatory 1-hour break for every 8 hours worked. How should this be configured?

Resource Availability Work Rule with breaks

A dispatcher notices a "Rule Violation" on the Gantt chart for a service appointment. What does this mean?

The scheduling policy rules are being broken.

Universal Containers wants to report on the total quantity of a specific part used across all territories in the last quarter. Which report type should be used?

Products Consumed