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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuring Mobility | 10% | - Configure Field Service mobile app settings - Enable mobile workflows and sign-off processes - Distinguish mobile app capabilities |
| Topic 2: Managing Inventory | 8% | - Select inventory and price book models - Manage products, consumption, and returns |
| Topic 3: Configuring Maintenance Plans | 5% | - Design and implement maintenance plans - Schedule recurring work |
| Topic 4: Permissions and Sharing | 5% | - Manage territory visibility and sharing rules - Configure permission sets and access |
| Topic 5: Managing Resources | 16% | - Set up and manage crews and resource types - Manage time sheets, operating hours, and skills - Configure service territories and membership - Understand license types and deployment |
| Topic 6: Managing Assets | 5% | - Track asset history and maintenance - Maintain assets and asset relationships |
| Topic 7: Managing Scheduling and Optimization | 28% | - Use dispatcher console and scheduling tools - Set up operating hours and availability - Manage service appointment lifecycle and assignment - Configure scheduling policies and optimization rules |
| Topic 8: Managing Work Orders | 23% | - Configure work order processes, types, and parameters - Manage work order lifecycle, line items, and milestones - Relate work orders, service appointments, and products |
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NEW QUESTION # 76
The field service administrator at Ursa Major Solar updates the skills required on the most common work types to adapt to the increasing complexity of jobs. This change has led to many service appointments to be in violation. There is a global optimization job set up to run nightly that has been working correctly up until this point. The administrator needs to understand why the jobs are stillscheduled to resources that lack the appropriate skill level.
What are two reasons appointments remain in violation and are not reassigned?
Choose 2 answers
Answer: B,D
Explanation:
Global optimization is a process that reschedules all service appointments within a specified time frame based on predefined criteria such as travel time or priority[82]. Global optimization doesn't reschedule appointments that have rule violations becauseit assumes that those appointments are manually scheduled by dispatchers for valid reasons[83]. There are no service resources available with the required skill levels because updating the skills required on the most common work types has increased the complexity of jobs and reduced the pool of qualified resources[84]. The optimizer uses a scheduling policy different from what is used on the dispatch console would not explain why the jobs are still scheduled to resources that lack the appropriate skill level.
Scheduling policies are records that define the optimization criteria for scheduling service appointments such as minimizing travel time or maximizing resource utilization[85]. The territory of the resources was not included in the global optimizationrequest would not explain why the jobs are still scheduled to resources that lack the appropriate skill level. Global optimization requests are records that specify which service territories and time frames should be optimized[86]. References: https://help.salesforce.com/s/articleView?id=sf.
fs_global_optimization_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.
fs_global_optimization_faq.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.
htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_overview.
htm&type=5https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_requests_overview.
htm&type=5
NEW QUESTION # 77
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: B,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 # 78
When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there areno milestones listed when viewing the record.
How should this issue be resolved?
Answer: D
Explanation:
An entitlement process is a timeline that shows every step and milestone involvedin delivering support to a customer. To use milestones on work orders, a separate entitlement process associated to the work order object must be created and activated. Modifying the user's profile, updating public group membership, or assigning a Field Service Mobile License to the user would not enable milestones on work orders. References:
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5https://help.
salesforce.com/s/articleView?id=sf.entitlements_process_create.htm&type=5
NEW QUESTION # 79
Universal Containers wants to reduce its mean-time-to-service.
Which three Field Service processes should a Consultant recommend to accomplish this goal? Choose 3 answers
Answer: A,B,C
Explanation:
Scheduling, dispatching, and knowledge base are three field service processes that can help reduce the mean- time-to-service. Scheduling is the process of assigning service appointments to resources based on their availability, skills, and location. Dispatching is the process of sending service appointments to resources and tracking their status and location. Knowledge base is a repository of articles that provide information and solutions for common issues and questions.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_scheduling.htm&type=5https://help.salesforce.
com/s/articleView?id=sf.fsl_dispatch.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.
knowledge_about.htm&type=5
NEW QUESTION # 80
The system administrator at Ursa Major Solar creates several custom actions on the Work Order object. Field technicians report that the actions are visible while using the Salesforce mobile app but not visible in the Field Service mobile app.
What are two reasons why the actions only display in the Salesforce mobile app?
Choose 2 answers
Answer: B,D
Explanation:
To make custom actions visible in the Field Service mobile app,they need to be added to both the Classic Publisher Quick Actions section and the Mobile and Lightning Actions section on the page layout.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_mobile_actions.htm&type=5
NEW QUESTION # 81
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