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| Section | Weight | Objectives |
|---|---|---|
| Managing Work Orders | 23% | - Given a scenario, configure work order processes, parameters, and field settings - Distinguish between work order line item types and their usage - Explain the work order lifecycle and applicable statuses - 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 - Explain how to use the Field Service mobile app to perform field service tasks - 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 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 |
| Managing Scheduling and Dispatch | 28% | - Explain the difference between global, local, and emergency scheduling - 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 - Given a scenario, determine the appropriate dispatch and scheduling settings |
| 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 |
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NEW QUESTION # 128
At Universal Containers, the Service Territory member's time zone is one hour behind the Service Territory time zone.
How should the Consultant ensure proper scheduling and optimization for the member?
Answer: A
Explanation:
This option ensures that the service territory member's operating hours are aligned with the service territory's time zone, and avoids scheduling conflicts or gaps. References:https://help.salesforce.com/s/articleView?id=sf.
fs_operating_hours.htm&type=5
NEW QUESTION # 129
Universal Containers's Technicians may be assigned to Jobs with an arrival window to meet the customer appointment time preference.Technicians are also assigned to Jobs without a preferred appointment time.
In which two ways should the Consultant define Operating Hours to meet this requirement?
Choose 2 answers
Answer: A,B
Explanation:
Operating Hours define when service resources are available for work and when customers can book appointments. The Time Slots for Appointment Booking setting determines how operating hours are divided into time slots that can be assigned to service appointments. The Maintenance Plan for the Account or the Due Date of the Service Appointment do not affect operating hours, but are used to generateand schedule recurring work orders. References: https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.
htm&type=5https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm&type=5
NEW QUESTION # 130
AW Computing uses a private record access model in the sales, support, and field service organizations.
How should the systemadministrator ensure that the technicians have the appropriate access to the service appointments dispatched to them?
Answer: D
Explanation:
Enabling the sharing features in the Field Service settings in the Setup menu allows sharing dispatched service appointments with assigned resources regardless of the private record access model in sales, support, and field service organizations[50]. Creating a user territory for thetechnicians' primary and secondary territories would not ensure that they have access to the service appointments dispatched to them. Creating a process to change the owner of the service appointment to the assigned technician would not work if multiple resources are assigned to the same service appointment. Configuring a sharing rule to share dispatched service appointments with the assigned resource would not work if multiple resources are assigned to different crews or teams. References:https://help.salesforce.com/s/articleView?id=sf.fs_sharing_overview.htm&type=5
NEW QUESTION # 131
Universal containers has a large volumeof cancellations occurring on their Work Orders. The COO wants to manage Work Order cancellations and subsequent follow-ups. Which two options should a Consultant recommend? Choose 2 answers.
Answer: C,D
Explanation:
Changing the Work Order with a closed status of "Cancelled" allows tracking Work Order cancellations and subsequent follow-ups using reports or dashboards based on Work Order status field values[23. Re-using the existing Work Order for the follow-up allows maintaining the relationship between the original customer request and the follow-up action without creating duplicate records[24. Changing the Work Order with a status of "New" would not indicate that it was cancelled before. Creating a child Work Order for the follow- up Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. References:[23. https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5 [24.
https://trailhead.salesforce.com/en/content/learn/modules/field-service-lightning-basics/field-service-lightning- work-orders
NEW QUESTION # 132
Universal Containers (UC) has 140 service resources who handle 2,400 service appointments per day.
How should UC define Service Territories to ensure a high quality of optimization and dispatcher experience?
Answer: B
Explanation:
Service Territories are used to group resources and service appointments based on geographic areas or other criteria. The recommended limit for service appointments per territory per day is 500 for optimal performance and user experience. References: https://help.salesforce.com/s/articleView?id=sf.fs_territories.
htm&type=5https://help.salesforce.com/s/articleView?id=sf.fs_limits.htm&type=5
NEW QUESTION # 133
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