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| Section | Weight | Objectives |
|---|---|---|
| Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Managing Scheduling and Dispatch | 28% | - Explain the difference between global, local, and emergency scheduling - Explain the usage of complex work and work capacity - Given a scenario, determine the appropriate dispatch and scheduling settings - Determine the appropriate optimization rules and service objectives for a scenario - Demonstrate how to use the dispatcher console |
| 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 - Given a scenario, configure work order processes, parameters, and field settings - Explain the work order lifecycle and applicable statuses |
| Inventory and Order Management | 10% | - Distinguish between product items, product item transactions, and product requests - Given a scenario, determine the appropriate settings for product item tracking - Explain the inventory and order management process |
| 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) |
| Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
| Field Service Mobile App | 10% | - Demonstrate how to configure offline data and push notifications - Given a scenario, determine the appropriate configuration for the Field Service mobile app - Explain how to use the Field Service mobile app to perform field service tasks |
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NEW QUESTION # 25
Northern Trail Outfitters (NTO) asks its clients for feedback on every service visit. NTO wants to dispatchThe appropriate Technicians based on customer feedback.
What are two ways the Consultant can meet this requirement? Choose 2 answers
Answer: A,D
Explanation:
For this scenario, Salesforce Field Service should use Resource Preferences together with Required and Excluded Resource Work Rules. Customer feedback can be translated into Resource Preferences on Accounts or Work Orders. Required and Excluded preferences are then enforced by the corresponding Work Rules in the Scheduling Policy so unsuitable technicians are filtered and required technicians are honored.
Operationally, the goal is to preserve schedule integrity while minimizing manual intervention. Field Service should be allowed to use the standard scheduling engine wherever possible so that resource availability, travel, appointment constraints, priorities, and territory context remain consistent across manual and automated scheduling actions.
The alternatives address different parts of the Field Service model. Business objectives rank otherwise valid candidates; they are not substitutes for Required/Excluded filtering. Preferences also belong on customer
/work records rather than on the Service Resource itself.
This approach keeps the implementation aligned with the standard Field Service data model and avoids unnecessary customization. Study Guide reference: Managing Scheduling and Optimization - Resource Preferences; Required Resources; Excluded Resources.
NEW QUESTION # 26
universal containers wants to provide a view of emergency work that is only visible to dispatchers What should the consultant do to meet the requirement?
Answer: C
Explanation:
Customgantt filters are filters that allow dispatchers to view service appointments based on specific criteria such as status, priority, or custom fields[67]. Creating a custom gantt filter would allow providing a view of emergency work that is only visible to dispatchers by setting up criteria such as status equals emergency and sharing the filter with dispatchers only[68]. Custom lightning component is a component that allows developers to create custom user interfaces using Lightning Web Components or Aura Components[69].
Creating a custom lightning component would require coding and would not leverage the existing gantt chart functionality. Custom report in a private report folder is a report that allows users to view data based on specific criteria such as objects, fields, filters, or charts[70]. Creating a custom report in a private report folder would not provide a view of emergency work on the gantt chart and would not allow dispatchers to schedule or reschedule service appointments. Custom list view is a list view that allows users to view records based on specific criteria such as filters, fields, or sorting[71]. Creating a custom list view would not provide a view of emergency work on the gantt chart and would not allow dispatchers toschedule or reschedule service appointments. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_filters.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_gantt_filters_create.htm&type=5 https://developer.
salesforce.com/docs/component-library/documentation/en/lwc https://help.salesforce.com/s/articleView?id=sf.
reports_builder_overview.htm&type=5https://help.salesforce.com/s/articleView?id=sf.customize_listviews.
htm&type=5
NEW QUESTION # 27
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: D
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 # 28
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 # 29
Universal Containers wants to ensure that Service Appointments are dispatched toResources from the same Service Territory only.
How can this be configured?
Answer: B
Explanation:
The correct configuration is the Match Territory Work Rule. Match Territory filters candidate Service Resources so that only members of the Service Appointment ' s Service Territory qualify. It should be included in the Scheduling Policy when work must remain within territory membership.
In scheduling design, it is important to distinguish eligibility from preference. Work Rules filter candidates that do not satisfy hard constraints such as territory, availability, skills, or boolean conditions, while Service Objectives rank the remaining options. Dispatcher Console actions then use that policy logic to place, move, or dispatch appointments in a controlled way.
The alternatives address different parts of the Field Service model. Resource Availability checks whether a candidate can work at the required time; it does not establish that the resource belongs to the same territory.
This approach keeps the implementation aligned with the standard Field Service data model and avoids unnecessary customization. Study Guide reference: Managing Scheduling and Optimization - Scheduling Policies; Match Territory Work Rule; candidate eligibility.
NEW QUESTION # 30
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