Universal Containers wants to encourage their Technicians to identify sales opportunities in the field. Which
option should a Consultant recommend?

A.

Log a follow-up task on the Work Order.

B.

Call the Sales Team with the Opportunity.

C.

Create a custom filed on the Work Order.

D.

Create a Quick Action to create the Opportunity.

Universal Containers has a large filed service team with complex logistics process. Some of the field service
data and pricing is managed in applications outside of Salesforce. The Consultant recommended bringing
some data into Salesforce to streamline reporting for Field Service Managers. What report would be improved
by integrating financial data from an outside system?

A.

First time fix rate: The percentage of on-site service requests resolved on the first visit.

B.

Service Technician utilization: Technician wrench time per month divided by the number of work hours
in a given month.

C.

Average time to repair: The average time required to repair or install as asset.

D.

Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to repair or install an asset or respond to a service call.

Universal Containers (UC) wants to measure their adherence to specific SLAs for all Work Orders. In which
order should a Consultant Implement the setup to achieve this requirement?

A.

Set UP Milestones, Create Entitlement records, Set Up Entitlements Process for Work Orders.

B.

Set Up entitlements Process for Work Orders, Set Up Milestones, Create Entitlement records.

C.

Set Up Milestones, Set Up Entitlements Process for Work Orders, Create Entitlement records.

D.

Create Entitlement records, Set Up Entitlements Process for Work Orders, Set Up Milestones.

A Dispatcher at Universal Containers has just been informed that one of their field employees, who has five
services schedules for today, called in sick. How should the workload be assigned to other Field Technicians?

A.

Drag and drop the Service Appointments to other available Resources and run Optimization.

B.

Ask the Customer Service Rep to call the customers and manually re-schedule for another day.

C.

Change the Scheduling Policy to “High Intensity” and activate the Background Optimization process.

D.

Update the Resource a not available, select the affected Service Appointments, and press “Schedule.”

Universal Containers provides prompt service and has multiple service levels for different customers. Over
50% of Service Appointments are created on the same day they need to be completed. As a result, a
Technician’s daily schedule can change multiple times throughout the day. What method of dispatching should
a Consultant recommend implementing?

A.

Automatically schedule unscheduled services to available Resources.

B.

Automatically Dispatch Service Appointments using Drip Feed.

C.

Automatically change the status to Dispatched of all Service Appointments.

D.

Automatically run Optimization Background Job every hour

A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that
the customer is covered, but the coverage is about to expire. Which two upsell activities should the CSR consider? Choose 2 answers.

A.

Open a Case and inform Customer of weekend service pricing.

B.

Open a Case and send email with new Service Offerings.

C.

Open a Case and a renewal Opportunity for the Sales team.

D.

Open a Case and create a Work Order for the Dispatch Team.

Universal Containers has an initiative to increase customer satisfaction by committing preferred resources to
accounts and providing prompt service. Which two Scheduling Policies would assist to meet this initiative?
Choose 2 answers

A.

Soft Boundaries

B.

Customer First

C.

High Intensity

D.

Emergency Policy

Universal Containers provides installation, repair, and consulting services. When Technicians complete the
work, they need to provide different reports for the installation, repair, and consulting services. Which two
configurations should a Consultant recommend to meet this requirement? Choose 2 answers

A.

Assets

B.

Product Templates

C.

Work Types

D.

Service Report Templates

Universal Containers wants 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 2 answers

A.

Products Required for Service Resources

B.

Products Required for Service Appointments

C.

Products Required for Work Order Line Items

D.

Products Required for Work Orders

The Dispatcher at Universal Containers would like to schedule Service Appointments from the Dispatcher’s
Console while taking the Scheduling Policy into consideration. Which three options are available to the
Dispatcher? Choose 3 answers

A.

Select a Service Appointment from the list, press the “Edit” action and allocate the Resource.

B.

Select a Service Appointment from the list and press the “Schedule” action.

C.

Select multiple Service Appointments from the list and bulk schedule them.

D.

Select a Service Appointment from the list, press the “Candidates” action, and select the best time slot. 

E.

Select a Service Appointment from the list, press the “Change Status” action and “Dispatch.”

Universal Containers has installed base equipment that requires specific expertise to install or decommission.
Additionally, the effort can vary significantly based on equipment type. What solution should a Consultant
recommend to efficiently manage installation and decommission work?

A.

Validation Rules and Work Types

B.

Work Types and Skill Requirements

C.

Milestones and Service Appointments

D.

Skill Requirements and Entitlements

Universal Containers (UC) wants to track the full lifecycle of their Cases. UC defines a Case as resolved when
all interactions with the customer are complete. How can a Consultant ensure that Cases are closed when all
Work Orders associated to the Case are complete?

A.

Use Workflow to close the Case when all Work Orders are closed.

B.

Use Process Builder to close the Case when all Work Orders are closed.

C.

Use Workflow to close the Case when the Work Order is dispatched

D.

Use Process Builder to close the Case when the Work Order is created.