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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Work Orders | 23% | - Relate work orders, service appointments, and products - Configure work order processes, types, and parameters - Manage work order lifecycle, line items, and milestones |
| Topic 2: Managing Assets | 5% | - Track asset history and maintenance - Maintain assets and asset relationships |
| Topic 3: Managing Scheduling and Optimization | 28% | - Set up operating hours and availability - Configure scheduling policies and optimization rules - Use dispatcher console and scheduling tools - Manage service appointment lifecycle and assignment |
| Topic 4: Configuring Maintenance Plans | 5% | - Schedule recurring work - Design and implement maintenance plans |
| Topic 5: Configuring Mobility | 10% | - Enable mobile workflows and sign-off processes - Distinguish mobile app capabilities - Configure Field Service mobile app settings |
| Topic 6: Managing Inventory | 8% | - Select inventory and price book models - Manage products, consumption, and returns |
| Topic 7: Permissions and Sharing | 5% | - Manage territory visibility and sharing rules - Configure permission sets and access |
| Topic 8: Managing Resources | 16% | - Manage time sheets, operating hours, and skills - Set up and manage crews and resource types - Understand license types and deployment - Configure service territories and membership |
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NEW QUESTION # 118
UniversalContainers (UC) wants to deploy Knowledge to its field team,
How should UC ensure its Technicians can access Knowledge Articles offline?
Answer: A
Explanation:
Articles are records that contain information or instructions about products, services, or processes[168]. Work Orders are records that track customer requests for service such as repairs or maintenance[169]. Writing a workflow that associates Articles to Work Orders based on a picklist on the Work Order would allow Universal Containers to ensure its Technicians can access Knowledge Articles offline by creating a workflow rule that triggers when a picklist value on the work order is selected and adds the relevant articlesto the work order related list[170]. Using Work Types to assign associated Articles to Work Orders would not work because Work Types are records that define the standard tasks and duration for a specific type of work and do not have a direct relationshipwith articles[171]. Using the Salesforce mobile app with deep linking to the Salesforce Field Service mobile app would not work because deep linking is a feature that allows launching one app from another app and does not affect offline access[172]. Creating a custom mobile app that syncs articles based on Service Appointment assignments would not work because it would require additional development and maintenance and would not leverage the existing Salesforce Field Service mobile app features[173]. References: https://help.salesforce.com/s/articleView?id=sf.knowledge_article_types.
htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5 https://help.
salesforce.com/s/articleView?id=sf.fs_work_orders_knowledge_articles.htm&type=5https://help.salesforce.
com/s/articleView?id=sf.fs_work_types_overview.htm&type=5 https://help.salesforce.com/s/articleView?
id=sf.fs_mobile_deep_linking.htm&type=5https://help.salesforce.com/s/articleView?id=sf.
fs_mobile_overview.htm&type=5
NEW QUESTION # 119
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: A,C
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 # 120
Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only.
How can this be configured?
Answer: D
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 # 121
Service resources at Universal Containers (UC) frequently work in more than one service territory.
The current scheduling policy looks only at primary territory. While UC still wants the optimizer to use the service resource's primary territory when scheduling, UC also wants the scheduling policy to look at the resource''s secondary service territories.
Which two scheduling policy changes should a Consultant recommend?
Choose 2 answers
Answer: A,D
Explanation:
Working Location Enable Primary is a setting on the Working Territories work rule that defines whether resources should be matched with service appointments based on their primary territory only or any territory they belong to[186]. Match Territory is a work rule that defines whether resources shouldbe matched with service appointments based on their territories[187]. Selecting Working Location Enable Primary on the Working Territories Work Rule and including the Match Territory Work Rule would allow Universal Containers' scheduling policy to look atboth primary and secondary service territories by enabling matching resources with service appointments based on any territory they belong to and prioritizing matching resources with service appointments based on their territories. Removing the Match Territory Work Rule would not allow Universal Containers' scheduling policy to look at both primary and secondary service territories because it would disable matching resources with service appointments based on their territories. Deselecting Working LocationEnable Primary on the Working Territories Work Rule would not affect Universal Containers' scheduling policy because it is already deselected by default. References: https://help.salesforce.
com/s/articleView?id=sf.fs_scheduling_policies_work_rules_working_territories.htm&type=5 https://help.
salesforce.com/s/articleView?id=sf.fs_scheduling_policies_work_rules_match_territory.htm&type=5
NEW QUESTION # 122
Time sheet entries can be associated to which two objects? Choose 2 answer
Answer: A,C
Explanation:
Time sheet entries are records that track the time spent by a service resource on a work order or a work order line item[28]. Time sheet entries can be associatedto work order line items or work orders using lookup fields
[29]. Assigned resources are records that assign a service resource to a service appointment[30]. Service resources are records that represent the people or equipment that perform field service tasks[31]. Time sheet entries cannot be associated to assigned resources or service resources directly. References: https://help.
salesforce.com/s/articleView?id=sf.fs_time_sheets_overview.htm&type=5 https://help.salesforce.com/s
/articleView?id=sf.fs_time_sheet_entries_overview.htm&type=5 https://help.salesforce.com/s/articleView?
id=sf.fs_assigned_resources_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.
fs_service_resources_overview.htm&type=5
NEW QUESTION # 123
......
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