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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Work Orders | 23% | - Apply the appropriate product and price book configurations for a scenario - Given a scenario, configure work order processes, parameters, and field settings - Distinguish between work order line item types and their usage - Explain the work order lifecycle and applicable statuses |
| Topic 2: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 3: Managing Resources | 16% | - Explain the relationships between service territories, operating hours, and shifts - Demonstrate how to use time off to manage resource availability - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) |
| Topic 4: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 5: Managing Scheduling and Dispatch | 28% | - Explain the difference between global, local, and emergency scheduling - Explain the usage of complex work and work capacity - 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 |
| Topic 6: Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| Topic 7: Inventory and Order Management | 10% | - Explain the inventory and order management process - Given a scenario, determine the appropriate settings for product item tracking - Distinguish between product items, product item transactions, and product requests |
| Topic 8: 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 |
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NEW QUESTION # 89
Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require expedited on-site service.
How should a Consultant recommend UC handle unplanned service during times of severe weather?
Answer: B
Explanation:
This option allows handling unplanned service during times of severe weather by creating a policy that overrides the existing scheduling policy and using a wizard to reschedule service appointments based on the emergency policy. References:https://help.salesforce.com/s/articleView?id=sf.fs_emergency_wizard.
htm&type=5
NEW QUESTION # 90
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?
Answer: C
Explanation:
Service Territories are used to group resources and service appointments based on geographic areas or other criteria. The recommended limit for service appointments per territory per day is 500 for optimal performance and user experience. References: https://help.salesforce.com/s/articleView?id=sf.fs_territories.
htm&type=5https://help.salesforce.com/s/articleView?id=sf.fs_limits.htm&type=5
NEW QUESTION # 91
A Dispatcher notices that the Crew assigned to a Service Appointment is missing a skill for the work assigned.
How can the Dispatcher update the Service Crew to meet those requirements?
Answer: C
Explanation:
Thisoption allows updating the service crew to meet the skill requirements by adding service resources to the crew using a drag-and-drop interface. References:https://help.salesforce.com/s/articleView?id=sf.
fs_crew_management_tool.htm&type=5
NEW QUESTION # 92
Universal Containers typically performs installs, break-fix, and inspections 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?
Answer: C
Explanation:
Work Types are templates that define the duration, skills, and products required for a work order or work order line item. By creating Work Types and SkillRequirements for Install, Break-fix, and Inspections, Universal Containers can standardize creation of Work Orders with the correct skills and estimated time to completion. Work Order Record Types for Break-fix, Install, and Inspection would allow creatingdifferent page layouts and picklist values for different types of work orders, but not define skills and duration. Work Type Line Items for Install, Break-fix, and Inspections would allow creating templates for work order line items, but not work orders.Work Order custom fields to define Install, Break-fix, and Inspections would allow capturing additional information for different types of work orders, but not define skills and duration.
References: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5 https://help.
salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5https://help.salesforce.com/s/articleView?
id=sf.fs_work_order_line_items.htm&type=5
NEW QUESTION # 93
Northern Trail Outfitters has hired a contractor to help with service calls on an as-needed basis. The contractor should be limited to travel a maximum of 50 minutes from home.
Which action should a consultant recommend?
Answer: A
Explanation:
Match Fields work rules are rules that restrict travel distance between home location and first appointment location for resources[64]. Including a Match Fields work rule would allowlimiting contractors to travel a maximum of 50 minutes from home by setting up criteria such as travel distance less than or equal to 50 minutes between home location field and first appointment location field[65]. Linking rules to Relevance Groups would not limit travel distance between home location and first appointment location for resources.
Relevance Groups are groups of rules that apply only to specific types of services such as emergency or preventive maintenance[66]. Assigning a high efficiency score would not limit travel distance between home location and first appointment location for resources. Efficiency score is a metric that measures how well resources use their working hours based on factors
NEW QUESTION # 94
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