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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Work Orders | 23% | - Apply the appropriate product and price book configurations for a scenario - Distinguish between work order line item types and their usage - Explain the work order lifecycle and applicable statuses - Given a scenario, configure work order processes, parameters, and field settings |
| Topic 2: Field Service Mobile App | 10% | - Given a scenario, determine the appropriate configuration for the Field Service mobile app - Demonstrate how to configure offline data and push notifications - Explain how to use the Field Service mobile app to perform field service tasks |
| Topic 3: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 4: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 5: Managing Resources | 16% | - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) - Explain the relationships between service territories, operating hours, and shifts - Demonstrate how to use time off to manage resource availability |
| Topic 6: Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
| Topic 7: Inventory and Order Management | 10% | - Distinguish between product items, product item transactions, and product requests - Explain the inventory and order management process - Given a scenario, determine the appropriate settings for product item tracking |
| Topic 8: Managing Scheduling and Dispatch | 28% | - Determine the appropriate optimization rules and service objectives for a scenario - Explain the difference between global, local, and emergency scheduling - Given a scenario, determine the appropriate dispatch and scheduling settings - Demonstrate how to use the dispatcher console - Explain the usage of complex work and work capacity |
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NEW QUESTION # 90
Customer relationships and reliable service are the main focus this year at Ursa Major Solar. Management has asked that once a technician has serviced a customer, they continue to service that customer when possible.
What should the consultant recommend to meet this requirement?
Answer: D
Explanation:
This option should be recommended to meetthis requirement, as it allows specifying which service resources are preferred by customers or accounts when scheduling service appointments. References:https://help.
salesforce.com/s/articleView?id=sf.fs_resource_preferences.htm&type=5
NEW QUESTION # 91
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?
Answer: C
Explanation:
This is the recommended sequence of steps to dispatch a technician for a customer issue. A case is created to track the customer issue, a work order is created to track the work that needs to be done, a service appointment is created to schedule the work, and a service appointment is dispatched to assign it to a technician.
References: https://trailhead.salesforce.com/en/content/learn/modules/field_service_basics
/field_service_work_orders
NEW QUESTION # 92
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 givethe dispatcher access to all relevant Midwest records? Choose 2 answers
Answer: C,D
Explanation:
User Territories are records that associate users with service territories for sharing purposes[90]. Creating a new user territory associated with the Service Territory and dispatcher would allow giving access to all relevant Midwest records by linking them with their corresponding service territory[91]. Configuring and running the User Territory Sharing Jobin Field Service Settings would allow updating sharing rules based on user territories automatically at regular intervals such as daily or weekly[92]. Assigning a new user territory and adding each of the assigned service resources would not give access to all relevant Midwest records
NEW QUESTION # 93
Technicians often need to generate a report in the customer's language.
Which configuration should the Consultant recommend to meet the requirement?
Answer: B
Explanation:
This option allows generating a report in the customer's language by selecting the language from a picklist field on the work order record. References:https://help.salesforce.com/s/articleView?id=sf.
fs_service_reports_language.htm&type=5
NEW QUESTION # 94
At Ursa Major Solar (UMS), installing solar panels requires three steps. The surface is prepped, the solar panels are installed, and the Electronics are installed to connect to the electrical grid. Each step can be completed by different resources and requires different technical Skills and parts. How should UMS make sure the appropriate skills and parts are associated to each installation step?
Answer: A
Explanation:
The requirement is best implemented with a separate Work Type and Work Order Line Item for each installation step. Each installation step has different skills and parts, so each line item should use the Work Type that defines the requirements for that specific step. This keeps one overall Work Order while preserving task-level qualification and material needs.
Good Work Order design also preserves the distinction between planned work and execution results. Products Required, requirements, and task structure should be established before service; Products Consumed, actual times, signatures, and completion statuses then record what actually happened in the field.
The alternatives address different parts of the Field Service model. One Work Type on the parent would not differentiate the three steps, while separate Work Orders or a hierarchy would over-fragment a single installation project.
This approach keeps the implementation aligned with the standard Field Service data model and avoids unnecessary customization. Study Guide reference: Managing Work Orders - Work Types; Work Order Line Items; step-specific skills and products.
NEW QUESTION # 95
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