Question # 1 Universal Containers's Dispatchers want to visualize the planned travel route for a Technician during their shift.
Which feature should the Consultant recommend to meet the requirement? A. Service Appointment ReportsB. Service Resource DashboardC. Street-level RoutingD. Aerial Routing
Click for Answer
C. Street-level Routing
Answer Description This option allows visualizing the planned travel route for a technician on a map, based on the street-level directions and traffic conditions. References: https://help.salesforce.com/s/articleView?id=sf.fs_street_level_routing.htm &type=5
Question # 2 Universal Containers wants to ensure that Service Appointments are only assigned to
Active Resources.
Which configuration should a Consultant recommend for the Scheduling Policy? A. Match FieldsB. Preferred ResourcesC. Match Boolean D. Required Resources.
Click for Answer
C. Match Boolean
Answer Description Explanation:
Match Boolean is an optimization criterion that prioritizes matching service appointments
with resources based on boolean fields such as certifications or preferences[139]. Using
Match Boolean in the Scheduling Policy would allow Universal Containers to ensure that
Service Appointments are only assigned to Active Resources by creating a boolean field on
the service resource object such as Active Resource and setting it to true or false
depending on their status. Match Fields is an optimization criterion that prioritizes matching
service appointments with resources based on fields such as skills or territories[140].
Preferred Resources is an optimization criterion that prioritizes assigning service
appointments to resources who have previously completed similar work orders or who are
preferred by customers[141]. Required Resources is an optimization criterion that
prioritizes assigning service appointments to resources who are explicitly required by
customers or dispatchers[142]. References:
https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria
_match_boolean.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria
_match_fields.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria
_preferred_resources.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria
_required_resources.htm&type=5
Question # 3 Universal Containers would like to provide Field Service Technicians the ability to capture
details and customer approval on completed work so that the details can be compiled and
sent to the customer electronically. What should a Consultant recommend to meet this
requirement? A. Create a Process Builder to generate a report.B. Create a custom report.C. Use the standard Service Report D. Use the standard Work Order email template.
Click for Answer
C. Use the standard Service Report
Answer Description Explanation:
Service Reports are documents that summarize the details and outcomes of a service
appointment such as work performed, products consumed, customer feedback, etc.[72].
Using the standard Service Report would allow Field Service Technicians to capture details
and customer approval on completed work and send them to the customer electronically by
generating and emailing service reports from the Field Service Mobile App or the web
browser[73]. Creating a Process Builder to generate a report would not allow Field Service
Technicians to capture details and customer approval on completed work. Process Builder
is a tool that allows users to automate workflows based on specified criteria and
actions[74]. Creating a custom report would not allow Field Service Technicians to capture
details and customer approval on completed work. Custom reports are reports that allow
users to view data based on specific criteria such as objects, fields, filters, or charts[75].
Using the standard Work Order email template would not allow Field Service Technicians
to capture details and customer approval on completed work. Email templates are
templates that allow users to send predefined emails with merge fields[76]. References:
https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_generate.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.process_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.reports_builder_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.email_templates_overview.htm&type=5
Question # 4 Universal Containers just started its Field Service Implementation and is configuring Service Territories and
Locations. The Locations need to be associated to Territories.
In which two ways should the Consultant show this relationship?
Choose ? answers A. Add the Service Territory Location Related List on the Service Territory page layout.B. Add the Service Territory Location Related List on the Location page layout.C. Create the Service Territory Location as a Service Territory lookup field.D. Create the Service Territory Location as a Location lookup field.
Click for Answer
A. Add the Service Territory Location Related List on the Service Territory page layout.B. Add the Service Territory Location Related List on the Location page layout.
Answer Description Explanation:
Service Territory Location is a junction object that links Service Territory and Location objects[236]. Related Lists are components on page layouts that show records that are related to a record through a lookup or master-detail relationship[237]. Adding the Service Territory Location Related List on the Service Territory page layout and adding the Service Territory Location Related List on the Location page layout would allow Universal Containers to show how Locations are associated to Territories by displaying a list of Service Territory Locations on each record[238]. Creating the Service Territory Location as a Service Territory lookup field or creating the Service Territory Location as a Location lookup field would not work because they are not valid fields on either object. References: https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceterritorylocation.htm https://help.salesforce.com/s/articleView?id=sf.customize_related_lists.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_territory_locations_overview.htm &type=5
Question # 5 Universal Containers performs service on field assets that require a sequence of work
tasks. A Consultant has recommended Work Order Line Items to manage the tasks and
assets/parts necessary to manage the work. Which two of the following must be considered
as part of this solution to ensure Work Orders are properly completed? Choose 2 answers
A. Use of Standard Reports to view Parent and Root Work Order Lines Items within Work
Orders by Customer. B. Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached
to Work Order. C. Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that
represents the BoM. D. Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.
Click for Answer
C. Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that
represents the BoM. D. Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.
Answer Description Explanation: Work Order Line Items can be used to link to specific Assets within an Asset
Hierarchy that represents a Bill of Materials (BoM). Work Order Line Items can also be
used to create a hierarchy of tasks that need to be performed in a sequence. Standard
Reports do not show Parent and Root Work Order Line Items within Work Orders by
Customer. Work Order Line Items do not automatically inherit the hierarchy of Assets
attached to Work Order. References:
https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_item_hierarchy.htm&typ
e=5 https://help.salesforce.com/s/articleView?id=sf.fs_reports_dashboards.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5
Question # 6 Universal Containers offers 2-hour versus 4-hour appointment booking windows for Gold
versus Standard Customers. What should a Consultant recommend to offer appropriate
appointment booking windows? A. Service Due Date B. Customer Working HoursC. Customer EntitlementD. Service Urgency
Click for Answer
C. Customer Entitlement
Answer Description Explanation: Customer Entitlements are records that specify customers’ support terms
based on their contracts or warranties[38]. Customer Entitlements can be used to offer
appropriate appointment booking windows for Gold versus Standard Customers by defining
different appointment windows for different entitlement levels[39]. Service Due Date is a
field on the work order object that indicates when a work order must be completed by[40].
Customer Working Hours are records that define when customers are available for service
appointments[41]. Service Urgency is a field on the work order object that indicates how
quickly a work order must be completed[42]. References:
https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_appointment_windows_entitlements.htm
&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_fields.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_customer_working_hours_overview.htm&
type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_fields.htm&type=5
Question # 7 Universal Containers wants to identify which resources need more or fewer appointments.
Which Gantt chart filter option should a Consultant recommend to provide this information? A. Select Date Resolution on the Hours Tab.B. Select Travel Time and Breaks as skills on the Skills Tab.C. Select Hours, Absences and Overtime on the Utilization Tab.D. Select Sort by Average Utilization on the Resources Tab.
Click for Answer
D. Select Sort by Average Utilization on the Resources Tab.
Answer Description Explanation:
Sort by Average Utilization is an option on the Resources Tab of the Gantt chart that allows sorting resources by their average utilization percentage[239]. Utilization is a metric that measures how much time a resource spends on service appointments compared to their total working hours[240]. Selecting Sort by Average Utilization on the Resources Tab would allow Universal Containers to identify which resources need more or fewer appointments by showing them how busy each resource is based on their utilization percentage[241]. Selecting Date Resolution on the Hours Tab would not allow Universal Containers to identify which resources need more or fewer appointments. Date Resolution is an option on the Hours Tab of the Gantt chart that allows changing how many hours are shown per column such as 1 hour, 2 hours, or 4 hours[242]. Selecting Travel Time and Breaks as skills on the Skills Tab would not allow Universal Containers to identify which resources need more or fewer appointments. Skills are records that define specific abilities or qualifications that resources have[243]. Travel Time and Breaks are not skills but fields on the Resource object that define how much time a resource spends traveling between service appointments and how much time they take for breaks[244]. Selecting Hours, Absences and Overtime on
Question # 8 A customer wants to return a defective product instead of scheduling a Service
Appointment.
How should this product be tracked in Salesforce Field Service?
A. Create a Work Order and Work Order Line Item. B. Create a Return Order and Return Order Line Item. C. Create a Product Request and Product Request Line Item.D. Create a Return Order and relate it to the Product.
Click for Answer
B. Create a Return Order and Return Order Line Item.
Answer Description Explanation: This option allows tracking the return of a defective product and its
replacement with a new one, if applicable. References:
https://help.salesforce.com/s/articleView?id=sf.fs_return_orders_overview.htm&type=5
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