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| Section | Weight | Objectives |
|---|---|---|
| Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| 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 |
| 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 |
| Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| 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 |
| Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| 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 |
| Managing Scheduling and Dispatch | 28% | - Determine the appropriate optimization rules and service objectives for a scenario - Explain the difference between global, local, and emergency scheduling - Given a scenario, determine the appropriate dispatch and scheduling settings - Demonstrate how to use the dispatcher console - Explain the usage of complex work and work capacity |
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NEW QUESTION # 21
A Universal Containers customer is having issues with three containers at the customer's site. Each container is tracked as an Asset on the customer's Account.
Which two methods should the Consultant recommend to ensure the service associated with each container can be handled independently?
Choose 2 answers
Answer: C,D
Explanation:
Work Orders are records that track customer requests for service such as repairs or maintenance[47].Work Order Line Items are records that track specific tasks or products related to a work order[48]. Service Appointments are records that track the date, time, duration, and assigned resource for a work order or work order line item[49]. Adding each Assetto a separate Work Order Line Item or a separate Work Order would allow handling the service associated with each container independently by creating different records for different containers. Creating a Service Appointment for each Line Item or each Work Order would allow scheduling and dispatching the service associated with each container independently by assigning different resources and time slots for different containers. Adding each Asset to a separate child Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. Creating a Service Appointment for the parent Work Order would not allow handling the service associated with each container independently by assigning one resource and time slot for all containers. References: https://help.
salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5 https://help.salesforce.com/s/articleView?
id=sf.fs_work_order_line_items.htm&type=5https://help.salesforce.com/s/articleView?id=sf.
fs_service_appointments.htm&type=5
NEW QUESTION # 22
Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only.
How can this be configured?
Answer: C
Explanation:
A work rule is used to define scheduling constraints and preferences for service appointments. The Match Territory work rule is used to ensure that service appointments are dispatched to resources from the same serviceterritory only.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_work_rules.htm&type=5
NEW QUESTION # 23
A customer makes one appointment for the sales department, and another appointment for the service department. The two appointments should be handled on the same day, but should be created as separate appointments. In addition, theTechnician must complete one appointment before starting the next. The agent wants to make sure these two appointments are scheduled together and in sequence.
Which three things should the Consultant verify to ensure these requirements are met and simultaneous scheduling will occur?
Choose 3 answers
Answer: A,C,E
Explanation:
Use all-or-none scheduling for related appointments is a setting in Field Service Settings that enables or disables the simultaneous scheduling of service appointments that have dependencies[232]. Dependency Type is a field on the Service Appointment object that defines the relationship between two service appointments such as Start After Finish, Start Before Finish, or Finish Before Start[233]. Same Resource and Same Day are fields on the Service Appointment object thatindicate whether two service appointments with dependencies should be assigned to the same resource and scheduled on the same day[234]. Selecting the checkbox Use all- or-none scheduling for related appointments in Field Service Settings, setting the Dependency Type to Start After Finish and Same Day on the first service appointment in the dependency, and making sure the Same Resource and Same Day fields appear on the Service Appointments page layout would allow Universal Containers to ensure that a customer makes one appointment for the sales department, and another appointment for the service department, that should be handled on the same day, but should be created as separate appointments, where the Technician must complete one appointment before startingthe next, and that these two appointments are scheduled together and in sequence by enabling simultaneous scheduling of dependent service appointments, defining the order and timing of the service appointments, and ensuring that the service appointments are assigned to the same resource and scheduled on the same day[235]. Creating a dependency between the two appointments and setting the start times to be the same would not work because it would not ensure that one appointment is completed before startingthe next. Adding the Complex Work Visualforcepage to the Service Appointments page would not work because it is not a feature of Salesforce Field Service. References: https://help.salesforce.com/s/articleView?id=sf.fs_settings_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_appointment_dependencies_overview.
htm&type=5https://help.salesforce.com/s/articleView?id=sf.
fs_service_appointment_dependencies_create_edit_delete.htm&type=5
NEW QUESTION # 24
Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work.
Contractor 1 has provided services for UC for a longer period of time and is considered to have more repair work expertise than Contractor 2.
How should the Consultant configure the Contractors' experience?
Answer: B
Explanation:
Skills are records that define specific abilities orqualifications that service resources have[158].Skill Levels are fields on the skill object that indicate the proficiency or experience of a service resource in a skill[159].
Assigning Contractor 1 and 2 different Skill Levels for repair Work Type would allow Universal Containers to configure the Contractors' experience by setting up criteria such as skill name equals repair and skill level equals high for Contractor 1 and low for Contractor 2. Assigning Contractor 1 as a Preferred Resource would not configure the Contractors' experience. Preferred Resources are optimization criteria that prioritize assigning service appointments to resources who have previously completed similar work orders or who are preferred by customers[160]. Assigning Contractor 1 and2 different capacities for repair work would not configure the Contractors' experience. Capacities are fields on the service resource object that indicate the number of hours available for work per day or week[161]. Assigning Contractor 2 as an Excluded Resource would not configure the Contractors' experience. Excluded Resources are optimization criteria that prevent assigning service appointments to resources who are explicitly excluded by customers or dispatchers[162].
References: https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm&type=5 https://developer.
salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_skill_skilllevel.htm https://help.salesforce.
com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_preferred_resources.htm&type=5
https://developer.salesforce.com/docs/atlas.en-us.api.meta/api
/sforce_api_objects_serviceresource_capacityhoursperday.htmhttps://help.salesforce.com/s/articleView?id=sf.
fs_scheduling_policies_optimization_criteria_excluded_resources.htm&type=5
NEW QUESTION # 25
universal container UC want to track the asset lifecycle when equipment has been snapped out What should a consultant recommend to meet this requirement?
Answer: A
Explanation:
The asset relationships object is used to track when equipment has been swapped out by creating parent-child relationships between assets. Adding the related asset related listto the asset page allows viewing and creating asset relationships from an asset record. Adding the field history tracking related list to the asset page would track field changes on an asset, but not asset relationships. Adding the product request relatedlist to the asset page would allow requesting products from inventory for an asset, but not tracking asset relationships.
References: https://help.salesforce.com/s/articleView?id=sf.fs_asset_relationships_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_asset_relationships_create.htm&type=5 https://help.
salesforce.com/s/articleView?id=sf.tracking_field_history.htm&type=5https://help.salesforce.com/s
/articleView?id=sf.fs_product_requests.htm&type=5
NEW QUESTION # 26
......
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