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| Section | Weight | Objectives |
|---|---|---|
| Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Managing Work Orders | 23% | - Distinguish between work order line item types and their usage - Explain the work order lifecycle and applicable statuses - Given a scenario, configure work order processes, parameters, and field settings - Apply the appropriate product and price book configurations for a scenario |
| Field Service Mobile App | 10% | - Given a scenario, determine the appropriate configuration for the Field Service mobile app - Demonstrate how to configure offline data and push notifications - Explain how to use the Field Service mobile app to perform field service tasks |
| Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| 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% | - 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 |
| Managing Scheduling and Dispatch | 28% | - Determine the appropriate optimization rules and service objectives for a scenario - Given a scenario, determine the appropriate dispatch and scheduling settings - Explain the usage of complex work and work capacity - Demonstrate how to use the dispatcher console - Explain the difference between global, local, and emergency scheduling |
| Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
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NEW QUESTION # 31
Northern Trail Outfitters (NTO) wants to track and report on individual tasks completed, including parts consumed and pricing details, as part of theWork Order completion process. NTO wants to schedule one or multiple tasks to different Technicians as needed.
How should the Consultant meet the requirement utilizing
the standard Salesforce Field Service Data Model?
Answer: C
Explanation:
This option allows tracking individual tasks completed as work order line items, including parts consumed and pricing details, and scheduling one or multiple tasks to different technicians as needed using service appointments. References:https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.
htm&type=5
NEW QUESTION # 32
Ursa Major Solar (UMS) has implemented Field Service using a private record access model. UMS has also set work types to automatically generate Service Appointments.
Which two sharing options are available for these Service Appointments?
Choose 2 answers
Answer: B,C
Explanation:
A Service Appointment can be shared by clicking Sharing on the record if manual sharing is enabled in Field Service settings[51]. Auto-generated scheduled Service Appointments will be shared with resources if automatic sharing is enabled in Field Service settings[52]. The Service Appointment's parent record can be shared with the assigned resource, but this would not affect the sharing of the Service Appointment itself.
Making the dispatcher the assigned resource on the Service Appointments would not make sense if they are not performing field service tasks. References: https://help.salesforce.com/s/articleView?id=sf.
fs_sharing_manual.htm&type=5https://help.salesforce.com/s/articleView?id=sf.fs_sharing_automatic.
htm&type=5
NEW QUESTION # 33
Universal Containers currently tracks itscustomers' entitlements to support utilizing Salesforce Service Cloud.
Service calls that require a Technician to go to the customer's location require the creation of a Work Order.
Once the Agent confirms that the customer and product are eligible for on-site support, a Work Order is manually created.
On which object should the Consultant define a Quick Action to create the Work Order?
Answer: A
Explanation:
A quick action is used to create a record from another recordwith predefined field values. By defining a quick action to create a work order from a case, the agent can easily create a work order for on-site support after verifying the customer's entitlement and product.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_quick_actions.htm&type=5
NEW QUESTION # 34
Universal Containers wants to standardize creation of Work Orders. Historically, Work Orders have been set up with the incorrect skills and estimated time to completion.
What should a Consultant utilize to meet this requirement
Answer: D
Explanation:
Work Types are templates that define the duration, skills, and products required for a work orderor work order line item. By creating Work Types for Install, Break-fix, and Inspections, Universal Containers can standardize creation of Work Orders with the correct skills and estimated time to completion[34]. Entitlement Templates are templates that define the terms of support for customers such as number of cases allowed or response time[35]. Entitlements are records that specify customers' support terms based on their contracts or warranties[36]. Work Order Record Types are record types that allow creating different page layouts and picklist values for different types of work orders[37]. References: https://help.salesforce.com/s/articleView?
id=sf.fs_work_types.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.
entitlements_templates_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.
entitlements_overview.htm&type=5https://help.salesforce.com/s/articleView?id=sf.
fs_work_orders_record_types.htm&type=5
NEW QUESTION # 35
Which three factors should a Consultant consider when configuring routing? Choose 3 answers
Answer: C,D,E
Explanation:
These are three factors that should be considered when configuring routing. Routing is the process of finding the best resource for a service appointment based on variouscriteria and constraints. A schedule policy is used to define the routing preferences and rules for a service territory or operating hours. A work rule is used to define a scheduling constraint or preference for a service appointment or a resource. A service objective is used to define a scheduling goal or metric for a service appointment. The Resource Availability work rule is used to calculate travel time and breaks as part of the resource's availability. The Default Travel Speed is used to estimate thetravel time between locations if a different travel speed is not specified for the resource.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_routing.htm&type=5 https://help.salesforce.
com/s/articleView?id=sf.fsl_schedule_policies.htm&type=5https://help.salesforce.com/s/articleView?id=sf.
fsl_work_rules.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fsl_service_objectives.
htm&type=5
NEW QUESTION # 36
......
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