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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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) |
| Topic 2: Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
| Topic 3: 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 |
| Topic 4: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 5: Managing Scheduling and Dispatch | 28% | - Explain the usage of complex work and work capacity - Explain the difference between global, local, and emergency scheduling - Given a scenario, determine the appropriate dispatch and scheduling settings - Determine the appropriate optimization rules and service objectives for a scenario - Demonstrate how to use the dispatcher console |
| Topic 6: Inventory and Order Management | 10% | - Explain the inventory and order management process - Distinguish between product items, product item transactions, and product requests - Given a scenario, determine the appropriate settings for product item tracking |
| Topic 7: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 8: 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 |
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NEW QUESTION # 82
Universal Containers wants to implement Service Level Agreements (SLA) for Work Orders. Which three considerations should the Consultant take into account? Choose 3 answers
Answer: B,C,D
Explanation:
The correct configuration is Work Order-specific Entitlement Processes and reusable Milestones. An Entitlement Process is created for one process type, such as Case or Work Order, and Work Order milestones can be configured in Setup. A Milestone definition can be reused in more than one entitlement process even though the processes themselves remain object-specific.
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. A single process does not simultaneously apply to both Cases and Work Orders simply because the same Milestone is used.
This approach keeps the implementation aligned with the standard Field Service data model and avoids unnecessary customization. Study Guide reference: Managing Work Orders - Work Order SLAs; Entitlement Process Type; Milestones.
NEW QUESTION # 83
Universal Containers products need to be traceable from the factory to customer sites. The products are installed using Disposable kits.
How should the Consultant configure this?
Answer: D
Explanation:
The correct configuration is serialized inventory for the traceable product and unserialized inventory for disposable kits. The customer product needs a unique identity from factory to installed site, so each unit should be serialized. Disposable installation kits only need quantity tracking and consumption, making ordinary unserialized inventory more appropriate.
Inventory design should also preserve pricing and traceability. Price Books and Price Book Entries supply commercial pricing, while serialized inventory gives unit-level identity when individual items must be tracked. Product Requests and Product Transfers manage replenishment and movement rather than the underlying job structure.
The alternatives address different parts of the Field Service model. Serializing the kits adds unnecessary administrative overhead, while treating the product as unserialized would lose the required unit-level traceability.
This approach keeps the implementation aligned with the standard Field Service data model and avoids unnecessary customization. Study Guide reference: Managing Inventory - Serialized inventory; Product Items; disposable inventory.
NEW QUESTION # 84
Universal Containers just started its Field Service Implementation and is configuring Service Territories and Locations. The Locations need to be associated to Territories.
In which two ways should the Consultant show this relationship?
Choose ? answers
Answer: A,B
Explanation:
Service Territory Location is a junction object that links Service Territory and Location objects[236]. Related Lists are components on page layouts that show records that are related to a record through a lookup or master- detail relationship[237]. Adding the Service Territory Location Related List on the Service Territory page layout and adding the Service Territory Location Related List on the Location page layout would allow Universal Containers to show howLocations are associated to Territories by displaying a list of Service Territory Locations on each record[238]. Creating the Service Territory Location as a Service Territory lookup field or creating the Service Territory Location as a Location lookup field would not work because they are not valid fields on either object. References: https://developer.salesforce.com/docs/atlas.en-us.api.
meta/api/sforce_api_objects_serviceterritorylocation.htm https://help.salesforce.com/s/articleView?id=sf.
customize_related_lists.htm&type=5https://help.salesforce.com/s/articleView?id=sf.
fs_service_territory_locations_overview.htm&type=5
NEW QUESTION # 85
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 # 86
Universal Containers wants to ensure that inventory needed for repair jobs is tracked and managed so Technicians have the material for their jobs.
Which two ways should a Consultant recommend tracking these inventory requirements in Salesforce?
(Choose two.)
Answer: B,C
Explanation:
These two ways should be recommended to track these inventory requirements in Salesforce, as they allow specifying which products are needed for work orders or work order line items and updating the inventory accordingly. References:https://help.salesforce.com/s/articleView?id=sf.fs_products_required.htm&type=5
NEW QUESTION # 87
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