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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Work Orders | 23% | - Given a scenario, configure work order processes, parameters, and field settings - Explain the work order lifecycle and applicable statuses - Distinguish between work order line item types and their usage - Apply the appropriate product and price book configurations for a scenario |
| Topic 2: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 3: Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
| Topic 4: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 5: Managing Resources | 16% | - Demonstrate how to use time off to manage resource availability - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) - Explain the relationships between service territories, operating hours, and shifts |
| Topic 6: Field Service Mobile App | 10% | - Demonstrate how to configure offline data and push notifications - Explain how to use the Field Service mobile app to perform field service tasks - Given a scenario, determine the appropriate configuration for the Field Service mobile app |
| Topic 7: Managing Scheduling and Dispatch | 28% | - Demonstrate how to use the dispatcher console - Determine the appropriate optimization rules and service objectives for a scenario - Given a scenario, determine the appropriate dispatch and scheduling settings - Explain the difference between global, local, and emergency scheduling - Explain the usage of complex work and work capacity |
| Topic 8: 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 |
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NEW QUESTION # 145
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.
How should field service be configured to ensure the parts required for a job are listed correctly on the work order?
Answer: D
Explanation:
A quick action is used tocreate a record from another record with predefined field values. By defining a quick action to create a new service appointment from an existing one, the technician can easily create an additional visit to complete unfinished work.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_quick_actions.htm&type=5 Work types are used to define the standard duration and skills required for a specific type of work. They can also include the required products that are needed for the work. By includingthe required products in the work type, the system can automatically add them to the work order when the work type is selected.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_work_types.htm&type=5
NEW QUESTION # 146
Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.
When designing theCustomer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming appointment?
Choose 2 answers
Answer: A,B
Explanation:
Arrival Window Start and Arrival Window End are fields on the Service Appointment that indicate when a technician is expected to arrive at a customer site based on travel time and service duration calculations.
These fields can be shared with customersto set expectations around upcoming appointments. Scheduled End and Scheduled Start are fields on the Service Appointment that indicate when a technician is scheduled to start and end their service based on their availability and assigned time slots. These fields are not accurate indicators of when a technician will arrive at a customer site, as they do not account for travel time and service duration variations. References:https://help.salesforce.com/s/articleView?id=sf.
fs_service_appointments.htm&type=5
NEW QUESTION # 147
AW Computing groups its technicians based on seniority. The newest techs comprise Tier 1, move to Tier 2 after a year on the job, and get assigned to Tier 3 after 3 years on the job. Resources with more seniority should be considered for a job over resources 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?
Answer: C
Explanation:
A relevance group is used to filter resources based on a custom field value. By creating a relevancegroup on the work rule to filter based on the tier number, the system can prioritize resources with higher seniority for a service appointment.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_work_rules.htm&type=5
NEW QUESTION # 148
Universal Containers needs a team to perform periodic maintenance on the most complex products.
Which feature should the Consultant configure to meet this requirement?
Answer: B
Explanation:
This feature should be configured to meet this requirement, as it allows creating a group of service resources that can perform periodic maintenance on complex products together. References:https://help.salesforce.com/s
/articleView?id=sf.fs_crew_management.htm&type=5
NEW QUESTION # 149
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?
Answer: A
Explanation:
Attaching relevant articles to the work order or work order line items allows technicians to access them offline using the Field Service Mobile App. Creating a quick action on the work order to search the Knowledge base would not ensure offline access, as it would require an internet connection to perform the search. Updating the Service Appointment page layout to include the Articles related list or adding the Knowledge Lightning component to the Field Service Mobile App would not be effective, as technicians use the Work Order Line Item Card in theField Service Mobile App to view their assigned tasks. References:
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_overview.htm&type=5https://help.salesforce.
com/s/articleView?id=sf.fs_work_order_line_item_card.htm&type=5
NEW QUESTION # 150
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