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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Work Orders | 23% | - Apply the appropriate product and price book configurations for a scenario - Explain the work order lifecycle and applicable statuses - Distinguish between work order line item types and their usage - Given a scenario, configure work order processes, parameters, and field settings |
| Topic 2: Managing Resources | 16% | - Demonstrate how to use time off to manage resource availability - Explain the relationships between service territories, operating hours, and shifts - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) |
| Topic 3: 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 |
| Topic 4: Managing Scheduling and Dispatch | 28% | - Explain the difference between global, local, and emergency scheduling - Demonstrate how to use the dispatcher console - Determine the appropriate optimization rules and service objectives for a scenario - Explain the usage of complex work and work capacity - Given a scenario, determine the appropriate dispatch and scheduling settings |
| Topic 5: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 6: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 7: Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
| Topic 8: Inventory and Order Management | 10% | - Explain the inventory and order management process - Given a scenario, determine the appropriate settings for product item tracking - Distinguish between product items, product item transactions, and product requests |
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NEW QUESTION # 123
At Ursa Major Solar (UMS), installing solar panels requires three steps. The surface is prepped, the solar panels are installed, and the Electronics are installed to connect to the electrical grid. Each step can be completed by different resources and requires different technical Skills and parts. How should UMS make sure the appropriate skills and parts are associated to each installation step?
Answer: A
Explanation:
The requirement is best implemented with a separate Work Type and Work Order Line Item for each installation step. Each installation step has different skills and parts, so each line item should use the Work Type that defines the requirements for that specific step. This keeps one overall Work Order while preserving task-level qualification and material needs.
Good Work Order design also preserves the distinction between planned work and execution results. Products Required, requirements, and task structure should be established before service; Products Consumed, actual times, signatures, and completion statuses then record what actually happened in the field.
The alternatives address different parts of the Field Service model. One Work Type on the parent would not differentiate the three steps, while separate Work Orders or a hierarchy would over-fragment a single installation project.
This approach keeps the implementation aligned with the standard Field Service data model and avoids unnecessary customization. Study Guide reference: Managing Work Orders - Work Types; Work Order Line Items; step-specific skills and products.
NEW QUESTION # 124
A service technician at Ursa Major Solar handles yearly maintenancechecks. The job usually lasts 2 to 3 hours. Due to the lack of customer availability, many appointments are cancelled or need to be rescheduled at the last minute.
Which two features would be most helpful in aiding the dispatcher with updated schedules fortechnicians?
Choose 2 answers
Answer: B,C
Explanation:
Reshuffle allows the dispatcher to automatically reschedule service appointments for a specific date range based on the current schedule and optimization rules1. In-day Optimization allows the dispatcher to optimize the schedule for a specific resource or territory based on real-time events such as cancellations or delays2.
References: 1 https://help.salesforce.com/s/articleView?id=sf.fs_reshuffle.htm&type=5 2 https://help.
salesforce.com/s/articleView?id=sf.fs_in_day_optimization.htm&type=5
NEW QUESTION # 125
Which fields on Service Appointments help ensure that they are completed within the agreed upon Service Level Agreement (SLA) with Universal Containers' customers?
Answer: B
Explanation:
Earliest Start Permitted is a field on the Service Appointment object that defines the earliest date and time that a service appointment can start[222]. Due Date is a field on the Service Appointment object that defines the latest date and time that a service appointment must be completed by[223]. Using Earliest Start Permitted and Due Date fields on Service Appointments would help ensure that they are completed within the agreed upon Service Level Agreement (SLA) with Universal Containers' customers by setting the boundaries for when a service appointment can start and finish according to the SLA terms[224]. Actual Start andActual End are fields on the Service Appointment object that capture the actual date and time that a service appointment started and ended[225]. Using Actual Start and Actual End fields on Service Appointments would not help ensure that they are completedwithin the agreed upon SLA with Universal Containers' customers because they are recorded after the service appointment is performed and do not enforce any SLA terms. Arrival Window Start and Arrival Window End are fields on the Service Appointment objectthat define the expected date and time range that a resource will arrive at a service appointment[226]. Using Arrival Window Start and Arrival Window End fields on Service Appointments would not help ensure that they are completed within the agreed upon SLA with Universal Containers' customers because they only indicate when a resource will arrive and do not enforce any SLA terms. Scheduled Start and Scheduled End are fields on the Service Appointment object that define the planned date and time range thata service appointment will take place
[227]. Using Scheduled Start and Scheduled End fields on Service Appointments would not help ensure that they are completed within the agreed upon SLA with Universal Containers' customers because they only indicate whena service appointment is scheduled and do not enforce any SLA terms. References:
https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceappointment.
htmhttps://help.salesforce.com/s/articleView?id=sf.fs_sla_overview.htm&type=5
NEW QUESTION # 126
Service resources at universal container UC frequently work in more than one serviceterritory the current scheduling policy looks only at primary territory while us still want to optimizer to use the service resource primary when scheduling, UC also wants the scheduling policy to look at the resources secondary services territory Which two scheduling policy changes should a consultant recommend?
Choose 2 answers
Answer: A,B
Explanation:
The match territorywork rule is used to match service appointments to service resources based on their assigned territories. Deselecting working location primary on the working territories work rule allows considering secondary territories as well as primary territories when matching service appointments to service resources. Removing the match territory work rule would ignore territories when scheduling service appointments. Selecting working location enable primary on the working territories work rule would only consider primary territories when matching service appointments to service resources. References:https://help.
salesforce.com/s/articleView?id=sf.fs_work_rules_overview.htm&type=5
NEW QUESTION # 127
A Dispatcher notices that the Crew assigned to a Service Appointment is missing a skill for the work assigned.
How can the Dispatcher update the Service Crew to meet those requirements?
Answer: D
Explanation:
Thisoption allows updating the service crew to meet the skill requirements by adding service resources to the crew using a drag-and-drop interface. References:https://help.salesforce.com/s/articleView?id=sf.
fs_crew_management_tool.htm&type=5
NEW QUESTION # 128
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