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| Section | Weight | Objectives |
|---|---|---|
| Managing Resources | 16% | - Demonstrate how to use time off to manage resource availability - Explain the relationships between service territories, operating hours, and shifts - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) |
| 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 |
| Managing Scheduling and Dispatch | 28% | - Explain the difference between global, local, and emergency scheduling - Given a scenario, determine the appropriate dispatch and scheduling settings - Determine the appropriate optimization rules and service objectives for a scenario - Explain the usage of complex work and work capacity - Demonstrate how to use the dispatcher console |
| Field Service Mobile App | 10% | - 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 - Demonstrate how to configure offline data and push notifications |
| Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Managing Work Orders | 23% | - Distinguish between work order line item types and their usage - Apply the appropriate product and price book configurations for a scenario - Explain the work order lifecycle and applicable statuses - Given a scenario, configure work order processes, parameters, and field settings |
| Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
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NEW QUESTION # 134
Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers
Answer: B,C
Explanation:
Color Palettes are settings that allow dispatchers to customize the colors of service appointments on the Gantt based on different criteria such as status, priority, or rule violations[154]. Appointment List is a tool thatallows dispatchers to view and filter service appointments in a list view based on different criteria such as status, priority, or rule violations[155]. Using these two features on the Dispatcher Console would allow visualizing Rule Violating Service Appointments by setting up color codes or filters based on rule violations.
Gantt is a tool that allows dispatchers to view and manage service appointments on a timeline[156]. Gantt Map is a tool that allows dispatchers to view and manage service appointmentson a map[157]. Using these two features on the Dispatcher Console would not allow visualizing Rule Violating Service Appointments by themselves unless combined with color palettes or appointment list. References: https://help.salesforce.com/s
/articleView?id=sf.fs_gantt_color_palettes_overview.htm&type=5 https://help.salesforce.com/s/articleView?
id=sf.fs_appointment_list_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.
fs_gantt_overview.htm&type=5https://help.salesforce.com/s/articleView?id=sf.fs_gantt_map_overview.
htm&type=5
NEW QUESTION # 135
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 recommerd to meet the requirement?
Choose 2 answers
Answer: A,D
Explanation:
Status Transitions are settings that define which status updates are allowed or restricted for service appointments[205]. Pinned Statuses are settings that prevent service appointments from being rescheduled or unscheduled by scheduling or optimization services[206]. Ensuring that Status Transitions are configured to prevent the update from "Cannot Complete" to "Scheduled" and defining "Cannot Complete" as a Pinned Status for Scheduling and Optimization Services wouldallow Universal Containers to ensure that Service Appointments in a "Cannot Complete" status are unable to be rescheduled or unscheduled for history tracking purposes by restricting the status change from "Cannot Complete" to "Scheduled" and preventing scheduling or optimization services from moving or removing service appointments with the "Cannot Complete" status
[207]. Defining "Cannot Complete" as a Pinned Status for Auto-Dispatch Services would not affect whether Service Appointments in a "Cannot Complete" status are able to be rescheduled or unscheduled. Auto- Dispatch Services are settings that automatically assign service appointments to resources based on predefined criteria[208]. Ensuring that Status Transitions are configured to allow the status update from
"Cannot Complete" to "Scheduled" would not ensure that Service Appointments in a "Cannot Complete" status are unable to be rescheduled or unscheduled. It would enable the status change from "Cannot Complete" to "Scheduled". References: https://help.salesforce.com/s/articleView?id=sf.
fs_status_transitions_overview.htm&type=5https://help.salesforce.com/s/articleView?id=sf.
fs_pinned_statuses_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.
fs_status_transitions_create_edit_delete.htm&type=5https://help.salesforce.com/s/articleView?id=sf.
fs_auto_dispatch_overview.htm&type=5
NEW QUESTION # 136
Universal Containers occasionally needs to use two Technicians to complete a job, however the Technicians can be onsite at different times.
How should a Consultantimplement this process?
Answer: B
Explanation:
This option should be recommended to implement this process, as it allows scheduling two technicians to complete a job at different times by creating two separate service appointments and assigning them to different resources. References:https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.
htm&type=5
NEW QUESTION # 137
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 to meet the requirement?
Answer: B
Explanation:
Soft Boundariesand Customer First are two default scheduling policies that meet the requirement of committing preferred resources to accounts and providing prompt service. Soft Boundaries prioritize resources that are assigned to the same account or service territory asthe service appointment. Customer First prioritize resources that have the highest customer satisfaction rating.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_scheduling_policies.htm&type=5
NEW QUESTION # 138
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: A
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 # 139
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