Universal Containers wants to equip their field technicians with access to helpful information when they are in
the field. What solution should a Consultant recommend to satisfy this requirement?

A.

Attachments on Cases.

B.

Knowledge Base on Cases.

C.

Custom Links on Work Orders.

D.

Knowledge Base on Work Orders

Universal Containers wants to have more control over the geography in which their Technicians are
performing work. What capability should a Consultant enable?

A.

Service Territories

B.

Geotracking

C.

Territory Management

D.

Location Management

Universal Containers wants to ensure that Service Appointments are only assigned to Resources who are
Active. What configuration should a Consultant recommend for the Scheduling Policy?

A.

Match Fields

B.

Required Resource

C.

Match Boolean

D.

Preferred Resource

Universal Containers (UC) wants to customize Service Reports provided to customers at sign-off. Which three
options are available through configuration in Field Service Lightning?

A.

Add additional page to End Section of report.

B.

Add additional field to Address Section of report.

C.

Add additional filed to General Section of report.

D.

Add additional image to Detail Section of report.

E.

Add additional dates in Date Section of report

Universal Containers (UC) is using Field Service and has customer meetings at UC’s offices. When booking
meetings, they would like them to begin on hour, every hour, between 9am-5pm. How can this be achieved?

A.

Use Territory-specific Operating Hours.

B.

Use Customer Operating Hours.

C.

Use Multiple Operating Hours with Slots for each hour.

D.

Use Exact Appointments on the Work Types.

Universal Containers has external resources who only report back once a Service Appointment has been
completed. All Internal resources need to report incremental progress on Service Appointments. How should a
Consultant recommend implementing statuses to support these different user groups?

A.

Configure Status Transitions based on Resource Type.

B.

Limit Status Transition based on Profile.

C.

Allow Status Transitions based on Role.

D.

Block Status Transitions using a Validation Rule.

Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require
expedited on-site service. How should a Consultant recommend UC handle unplanned service during times of
severe weather?

A.

Configure a new Service Level for immediate assignment.

B.

Postpone all lower-priority jobs and extend Due Dates.

C.

Manually flag Service Appointments as “In Jeopardy” due to weather.

D.

Configure Emergency Policy and use the Emergency Wizard.

Universal Containers wants to allow Field Technicians to view work progress through the Work Order Line Item card in the Field Service mobile app. How can this be supported?

A.

Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.

B.

Create a custom Visualforce page, add an external link from the Mobile app to view the page in the
mobile browser.

C.

Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to
the Technician’s profile.

D.

Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians
through salesforce1.

What set of configurations make up Scheduling Policies and let companies adhere to their business constraints
and preferences?

A.

Service Objectives and Work Types

B.

Service Objectives and Work Rules

C.

Service Levels and Work Rules

D.

Service Contracts and Service Levels.

Universal Containers (UC) wants to track all customer work requests. UC has no requirement to track where
the work originated from, but does need the requests tied to the customer’s account. What should a Consultant
recommend to track these work requests?

A.

Cases Only

B.

Cases, Work Orders, and Tasks

C.

Work Orders and Cases

D.

Work Orders only

When should both the Root Work Order and Root Work Order Line Item fields be added to page layouts?

A.

When a service process dictates that there are two levels in a Work Order Hierarchy and two levels in
the Work Order Line Hierarchy. (Parent Work Order can be used)

B.

When a service process dictates that there is a single level in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.

C.

When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.

D.

When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than a single level in the Work Order Line Hierarchy.

Universal Containers is implementing Field Service Lightning and wants to make sure the dispatch team
receives Work Orders with appropriate resource and timeframe requirements defined. What should a
Consultant implement to achieve this requirement?

A.

Work Types, Skill Routing, Skill Requirements, Operating Hours

B.

Case process, Work Types, Entitlements, and Milestones

C.

Skill Requirements, Work Types, Case Process, Milestones

D.

Work Types, Skill Requirements, Entitlements, and Milestones