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| Section | Weight | Objectives |
|---|---|---|
| Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| 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 Work Orders | 23% | - Explain the work order lifecycle and applicable statuses - 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 |
| 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% | - 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 |
| Managing Scheduling and Dispatch | 28% | - Explain the usage of complex work and work capacity - Given a scenario, determine the appropriate dispatch and scheduling settings - Demonstrate how to use the dispatcher console - Explain the difference between global, local, and emergency scheduling - Determine the appropriate optimization rules and service objectives for a scenario |
| 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 |
| Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
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질문 # 20
Universal container needs to verify that a repair job has been completed to the customer satisfaction before an invoice can be generated Which two items should the consultant consider?
Choose 2 answers
정답：C,D
설명：
Service reports are documents that summarize the details and outcomes of a service appointment such as work performed, products consumed, customer feedback, etc.[25]. Configuring signature blocks for service report templatesallows capturing customer signatures as proof of job completion before generating invoices[26].
Adding service report templates to the appropriate repair work type allows automatically generating service reports based on the work type of the service appointment[27]. Generating service in the organization's default language would not verify that a repair job has been completed to the customer satisfaction. Sending a feedback survey to the customer when a service appointment is completed would not ensure thatan invoice can be generated. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_overview.
htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_signature_blocks.
htm&type=5https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_work_types.htm&type=5
질문 # 21
The service director at Ursa Major Solar would like to understand the effect that service objectives have on the assignment of service appointments to service resources.
Where can the director view service objective scores for potentialappointment time slots?
정답：B
설명：
The book appointment action is used to schedule a service appointment based on service objectives and resource availability. Theaction displays a list of potential time slots with service objective scores for each slot. The higher the score, the better the slot meets the service objectives.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_book_appointment.htm&type=5
질문 # 22
Universal Containers hasdiscovered that many of its Technicians' initial visits require a return visit to complete the work.
Which two approaches should a Consultant recommend to accurately track these visits?
Choose TWO answers
정답：A,D
설명：
Creating a new Service Appointment on the original Work Order is the bestoption because it will allow Universal Containers to track the work that was done on the initial visit and the work that needs to be done on the return visit. Rescheduling the Service Appointment for the new date is also a good option because it will allowUniversal Containers to track the date and time of the return visit.
The other two options are not as good because they will not allow Universal Containers to track the work that was done on the initial visit. Creating a new Work Order and Service Appointment would create a new record for the return visit, which would not be linked to the original Work Order. Rescheduling the Work Order for the new date would reschedule the entire Work Order, including the initial visit, which would not be accurate.
질문 # 23
Universal Containers wants to assign Service Appointment based on the Polygon of the child service territory in the hierarchy.
How should a Consultant assign Service Appointments to the Polygon?
정답：D
설명：
Polygons are geographic areas that define service territories for scheduling and optimization purposes. The Polygon Assignment Policy determines which polygon in a service territory hierarchy is used to assign service appointments to service resources based on their location or skills. Setting it to the Lowest Level ensures that service appointments are assigned based on the polygon of the child service territory in the hierarchy1. Setting it to the Highest Level would use the polygon of the parent service territory in the hierarchy1. TheTerritory Assignment Policy determines which territory in a hierarchy is used to filter available resources for scheduling. It does not affect polygon assignment. References: 1 https://help.salesforce.
com/s/articleView?id=sf.fs_polygons_overview.htm&type=5https://help.salesforce.com/s/articleView?id=sf.
fs_territories_overview.htm&type=5
질문 # 24
An employee at universal container performs the role of a dispatcher and a technician Howshould a consultant configure the field service lightning to support this behavior?
정답：D
설명：
Service Resources are records that represent the people or equipment that perform field service tasks[53].
Permission Set Licenses are licenses that grant users access to specific features such as Field Service Dispatcher Console or Field Service Mobile App[54]. Creating one service resource and assigning the relevant permission set license would allow an employee at Universal Containers to perform both dispatcher and technician roles using one record and one license. Creating two skills records and assigning them to service resources record would not affect their roles or accessto features. Skills are records that define specific abilities or qualifications that service resources have[55]. Creating two service resources and assigning them to the employee would create duplicate records and require two licenses for one employee. Creating one service resource and assigning the technician and dispatcher role would not work because roles are not fields on the service resource object. References: https://help.salesforce.com/s/articleView?id=sf.
fs_service_resources_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.
fs_permission_set_licenses_overview.htm&type=5https://help.salesforce.com/s/articleView?id=sf.
fs_skills_overview.htm&type=5
질문 # 25
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