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. Postpone all lower-priority jobs and extend Due Dates.
B. Configure an Emergency Policy and use the Emergency Wizard.
C. Manually flag Service Appointments as "In Jeopardy” due to weather.
D. Configure a new Service Level for immediate assignment.
Explanation:
This option allows handling unplanned service during times of severe
weather by creating a policy that overrides the existing scheduling policy and using a
wizard to reschedule service appointments based on the emergency policy. References:
https://help.salesforce.com/s/articleView?id=sf.fs_emergency_wizard.htm&type=5
Universal Containers (UC) wants to schedule Work Orders only if Technicians have the necessary qualifications to complete the designated work. In which two ways can UC achieve this? Choose ? answers
A. Leverage the Match Skills Work Rule when scheduling appointments.
B. Leverage the Match Skills Scheduling Policy when scheduling appointments.
C. Create Skills that relate to qualifications from Setup and assign them to a Service Resource.
D. a Create Skills that relate to qualifications from the Skills tab and assign them to a Service Resource.
Explanation:
These two options allow creating skills that represent qualifications and
assigning them to service resources and work orders, and using a work rule to match skills
when scheduling appointments. References:
https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm&type=5
Universal Containers has dispatchers who can set up new territories, define new schedule policies, and control settings on the Gantt chart. In addition to Field Service Lightning Dispatcher Permissions and the Field Service Lightning Dispatcher License, which permissions should a Consultant assign to the dispatchers?
A. Field Service Lightning Mobile License
B. Field Service Lightning Admin Permissions
C. Field Service Lightning Scheduling License
D. Field Service Lightning Standard Permissions
Explanation:
Field Service Lightning Admin Permissions are required to set up new territories, define
new schedule policies, and control settings on the Gantt chart. These permissions allow
users to access and modify field service settings and objects.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_permissions.htm&type=5
Universal Containers wants to standardize creation of Work Orders. Historically, Work Orders have been set up with the incorrect skills and estimated time to completion. What should a Consultant utilize to meet this requirement
A. Entitlement Templates
B. Entitlements
C. Work Types
D. Work Order Record Types
Explanation:
Work Types are templates that define the duration, skills, and products required for a work
order or work order line item. By creating Work Types for Install, Break-fix, and Inspections,
Universal Containers can standardize creation of Work Orders with the correct skills and
estimated time to completion[34]. Entitlement Templates are templates that define the
terms of support for customers such as number of cases allowed or response time[35].
Entitlements are records that specify customers’ support terms based on their contracts or
warranties[36]. Work Order Record Types are record types that allow creating different
page layouts and picklist values for different types of work orders[37].
References:
https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.entitlements_templates_overview.htm&type
=5
https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_record_types.htm&type=5
Universal Containers (UC) is rolling out Inventory Management to better manage parts and inventory. UC wants to automatically associate certain parts and products to Work Orders upon creation based on the work to be performed. How should the Consultant meet this requirement?
A. Add Products to the Products Required Related List on the Asset object.
B. Add Products to the Work Order Products Related List on the Asset object.
C. Add Products to the Products Required Related List on the Work Type object.
D. Add Products to the Work Order Products Related List on the Work Type object.
Explanation:
This option allows automatically associating certain products to Work Orders
based on the work type selected, and generating Work Order Line Items for those
products. References:
https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5
Which two considerations impact the scheduled timeframe of Multi-day Work? Choose 2? answers
A. Assigned Resource
B. Homebase Travel
C. Resource Skill Level
D. Break Duration
Explanation:
These two considerations impact the scheduled timeframe of multi-day work,
as they affect the availability and capacity of the resource assigned to the work.
References: https://help.salesforce.com/s/articleView?id=sf.fs_multi_day_work.htm&type=5
Universal Containers wants to track when Technicians need to visit a customer site multiple times to resolve an issue. How should a Consultant configure this using a single Work Order'
A. Create a new Service Appointment for each site visit.
B. Create a new Child Work Order for each site visit.
C. Create a new Product Consumed for each site visit.
D. Create a new Work Order Line Item for each site visit.
Explanation:
Service Appointments are records that track the date, time, duration, and
assigned resource for a work order or work order line item[117]. Creating a new Service
Appointment for each site visit would allow Universal Containers to track when Technicians
need to visit a customer site multiple times to resolve an issue by creating different service
appointments for the same work order and capturing notes and status updates for each
service appointment. Creating a new Child Work Order for each site visit would create
unnecessary records and complexity. Child Work Orders are work orders that are related to
another work order as part of a hierarchy[118]. Creating a new Product Consumed for each
site visit would not track the site visits. Products Consumed are records that track the
products or parts that are used or installed during a service appointment[119]. Creating a
new Work Order Line Item for each site visit would not track the site visits. Work Order Line
Items are records that track specific tasks or products related to a work order[120].
References:
https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.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_products_consumed_overview.htm&type
=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5
Universal Containers operates in a highly regulated industry. Technicians must conduct quarterly inspections for all customers in their region. Each inspection should be completed within a single visit and include all installed assets on site. Which two Maintenance Plan settings should the Consultant recommend? Choose ? answers
A. Service Appointment Generation Method = One Service Appointment per Work Order
B. Work Order Generation Method = One Work Order per Asset
C. Work Order Generation Method = One Work Order Line Item per Asset
D. Service Appointment Generation Method = One Service Appointment per Work Order Line Item
Explanation:
These two settings ensure that each inspection is completed within a single visit and
includes all installed assets on site.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm&type=
5
Each door lock that Universal Containers (UC) sells has a unique 20 digit code. The code represents the manufacturer, production run, and production number. UC needs to track each lock. In addition to the installed locks, all Technicians carry five replacement units in their van stock, How should UC track the van stock door locks?
A. Create a product item and enter the serial numbers in the related list.
B. Create a product item with all the serial numbers in the notes section.
C. Create a product item for each door lock utilizing standard fields
D. Create a product item and enter the Technicians’ lock quantity.
Explanation:
This option allows tracking each door lock as a unique product item with its
own serial number and inventory location. References:
https://help.salesforce.com/s/articleView?id=sf.fs_product_items.htm&type=5
Universal Containers tracks customer issues in its call center. Sometimes a Technician is required at the customer's location to resolve the issue. Which sequence of steps should a Consultant recommend to dispatch the Technician?
A. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
B. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
C. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
D. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
Explanation:
This is the recommended sequence of steps to dispatch a technician for a customer issue.
A case is created to track the customer issue, a work order is created to track the work that
needs to be done, a service appointment is created to schedule the work, and a service
appointment is dispatched to assign it to a technician.
References:
https://trailhead.salesforce.com/en/content/learn/modules/field_service_basics/field_service
_work_orders
Universal Containers wants Technicians using the Salesforce Field Service mobile app to indicate when Service Appointments are at risk of late completion. What should a Consultant recommend to meet this requirement?
A. Post to the Service Appointment Chatter feed.
B. Change the Status field on the Service Appointment.
C. Adjust the Scheduled End field on the Service Appointment.
D. Update the In Jeopardy field on the Service Appointment.
Explanation:
The In Jeopardy field on the Service Appointment is a checkbox that
indicates whether a service appointment is at risk of late completion based on travel time
and service duration calculations. Technicians can update this field using the Field Service
Mobile App to alert dispatchers and managers of potential issues. Posting to the Service
Appointment Chatter feed, changing the Status field on the Service Appointment, or
adjusting the Scheduled End field on the Service Appointment would not indicate that a
service appointment is in jeopardy, but would communicate other information such as
comments, progress, or rescheduling.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_overview.htm&type=5
An employee at universal container performs the role of a dispatcher and a technician How should a consultant configure the field service lightning to support this behavior?
A. Create one service resource and assign the relevant permission set license
B. Create two skills records and assign them to service resources record
C. Create two service resource and assign them to the employee
D. Create one service resource and assign the technician and dispatcher role
Explanation:
Service Resources are records that represent the people or equipment that
perform field service tasks[53]. Permission Set Licenses are licenses that grant users
access to specific features such as Field Service Dispatcher Console or Field Service
Mobile App[54]. Creating one service resource and assigning the relevant permission set
license would allow an employee at Universal Containers to perform both dispatcher and
technician roles using one record and one license. Creating two skills records and
assigning them to service resources record would not affect their roles or access to
features. Skills are records that define specific abilities or qualifications that service
resources have[55]. Creating two service resources and assigning them to the employee
would create duplicate records and require two licenses for one employee. Creating one
service resource and assigning the technician and dispatcher role would not work because
roles are not fields on the service resource object.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_permission_set_licenses_overview.htm&t
ype=5
https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm&type=5
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