Which fields on Service Appointments help ensure that they are completed within the agreed upon Service Level Agreement (SLA) with Universal Containers’ customers?
A. Actual Start, Actual End
B. Arrival Window Start, Arrival Window End
C. Scheduled Start, Scheduled End
D. Earliest Start Permitted, Due Date
Explanation:
Earliest Start Permitted is a field on the Service Appointment object that
defines the earliest date and time that a service appointment can start[222]. Due Date is a
field on the Service Appointment object that defines the latest date and time that a service
appointment must be completed by[223]. Using Earliest Start Permitted and Due Date
fields on Service Appointments would help ensure that they are completed within the
agreed upon Service Level Agreement (SLA) with Universal Containers’ customers by
setting the boundaries for when a service appointment can start and finish according to the
SLA terms[224]. Actual Start and Actual End are fields on the Service Appointment object
that capture the actual date and time that a service appointment started and ended[225].
Using Actual Start and Actual End fields on Service Appointments would not help ensure
that they are completed within the agreed upon SLA with Universal Containers’ customers
because they are recorded after the service appointment is performed and do not enforce
any SLA terms. Arrival Window Start and Arrival Window End are fields on the Service
Appointment object that define the expected date and time range that a resource will arrive
at a service appointment[226]. Using Arrival Window Start and Arrival Window End fields
on Service Appointments would not help ensure that they are completed within the agreed
upon SLA with Universal Containers’ customers because they only indicate when a
resource will arrive and do not enforce any SLA terms. Scheduled Start and Scheduled
End are fields on the Service Appointment object that define the planned date and time
range that a service appointment will take place[227]. Using Scheduled Start and
Scheduled End fields on Service Appointments would not help ensure that they are
completed within the agreed upon SLA with Universal Containers’ customers because they
only indicate when a service appointment is scheduled and do not enforce any SLA terms.
References:
https://developer.salesforce.com/docs/atlas.enus.api.meta/api/sforce_api_objects_serviceappointment.htm
https://help.salesforce.com/s/articleView?id=sf.fs_sla_overview.htm&type=5
When completing a Work Order in the field, the Technician needs to capture two signatures to ensure compliance. Which steps are needed to configure the signature capture?
A. Create a Flow that adds two Signature Blocks when the Service Report is generated
B. Create relevant Signature Types and add Signature Blocks to the Service Report Template.
C. Create two custom fields for the Service Appointment and use Flows to capture each signature.
D. Create two Service Reports and add one Signature Block to each Report.
Explanation:
This option allows capturing multiple signatures on a service report by
creating different signature types (such as customer approval or technician verification) and
adding them to the service report template.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_signature_types.htm&type=5
Universal Containers wants to track Technicians' van stock using the Salesforce Field Service mobile app a ensure that Technicians report when parts are used. Which three data elements should a Consultant recommend tracking to support these requirements? Choose 3 answers
A. Inventory
B. Warehouse Locations
C. Products Consumed
D. Products Required
E. Mobile Locations
Explanation:
Inventory is used to track product quantities in different locations such as warehouses or
vans. Products Consumed are used to report when parts are used by technicians during
service appointments and adjust inventory levels accordingly. Mobile Locations are used to
track inventory in technicians’ vans or trucks using geolocation data from their mobile
devices. Warehouse Locations are used to track inventory in fixed locations such as
warehouses or depots using address data from their records. Products Required are used
to request products from inventory for a service appointment, but do not ensure that
technicians report when parts are used.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_inventory_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_locations_overview.htm&type=5
Technicians earn certifications that must be renewed periodically to ensure their skills remain up to date. How can these certifications be managed on the Resource?
A. Add the Resource Skill and track certification using reminder.
B. Add the Resource Skill and create Absence once expired.
C. Add the Resource Skill and remove from the Service Territory once expired.
D. Add the Resource Skill and set the End Date.
Explanation:
This option allows the Resource Skill to expire when the certification expires, and prevents
the resource from being scheduled for jobs that require that skill.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_resource_skills.htm&type=5
Service appointments in a “cannot complete” status may indicate that an additional part or expert assistance is needed to complete the work. Universal containers defined that service appointments in a “cannot complete” status are unable to be rescheduled or unscheduled for history tracking purposes. Which two items should the consultant recommend to meet the requirement? Choose 2 answers
A. Define “cannot complete” as a pinned status for auto-dispatch services.
B. Define “cannot complete” as a pinned status for scheduling and optimization services.
C. Ensure that status transitions are configured to prevent the update from “cannot complete” to “none’.
D. Ensure that status transition are configured to allow the status update from “cannot complete” to “scheduled”.
Explanation:
Pinned statuses prevent service appointments from being rescheduled or
unscheduled by scheduling and optimization services3. Status transitions define the valid
status changes for service appointments based on business rules.
References: 3
https://help.salesforce.com/s/articleView?id=sf.fs_pinned_statuses.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions.htm&type=5
Org-Wide Default sharing is set to Private in a Salesforce org. If the Field Service Lightning User Territory feature is enabled, which three objects will be visible to users who are part of the User Territory? Choose 3 answers
A. Accounts
B. Service Resources
C. Work Orders
D. Resource Absences
E. Work Types
Explanation:
Service Resources are records that represent the people or equipment that
perform field service tasks[143]. Work Orders are records that track customer requests for
service such as repairs or maintenance[144]. Resource Absences are records that mark
resources as unavailable for work for specific time periods due to sickness, vacation, or
other reasons[145]. If the Field Service Lightning User Territory feature is enabled, these
three objects will be visible to users who are part of the User Territory by default[146].
Accounts are records that represent companies or individuals involved in business with an
organization[147]. Work Types are records that define the standard tasks and duration for a
specific type of work[148]. These two objects will not be visible to users who are part of the
User Territory by default unless sharing rules are configured[149].
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_work_orders.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_resource_absences_overview.htm&type=
5
https://help.salesforce.com/s/articleView?id=sf.fs_user_territories_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.account.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_types_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_user_territories_sharing_rules.htm&type=
5
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.)
A. Products Required for Work Orders
B. Products Required for Service Appointments
C. Products Required for Work Order Line Items
D. Products Required for Service Resources
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
Which three objects are associated to the Work Type? Choose 3 answers
A. Skill Requirements
B. Resources
C. Service Appointments
D. Articles
E. Products Required
Explanation:
These three objects are associated to the work type, as they define the skills,
products, and service appointments that are related to the type of work performed.
References: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5
Universal Containers wants to dispatch groups of Service Appointments to their Technicians. The number of Service Appointments dispatched at a time varies among different Service Territories. Which two settings should a Consultant enable to ensure Service Appointments are dispatched correctly? Choose 2 answers
A. Set the Service Appointment to Dispatch in Field Service Settings.
B. Enable Drip Feed Dispatching in Field Service Settings.
C. Set the Number of Services to Drip Feed on the Service Territory.
D. Enable Sharing of Dispatched Service Appointments.
Explanation:
Drip Feed Dispatching is a feature that allows dispatching groups of service
appointments to technicians at regular intervals instead of all at once[56]. Enabling Drip
Feed Dispatching in Field Service Settings allows turning on this feature for all service
territories[57]. Setting the Number of Services to Drip Feed on the Service Territory allows
specifying how many service appointments should be dispatched at a time for each service
territory[58]. Setting the Service Appointment to Dispatch in Field Service Settings would
not affect how many service appointments are dispatched at a time. Enabling Sharing of
Dispatched Service Appointments would not affect how many service appointments are
dispatched at a time.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_overview.htm&typ
e=5
https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_enable.htm&type
=5
https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_configure.htm&ty
pe=5
universal container requires trained inspectors to make 3 site visits per year to inspect the container customers' sites. These visits must be scheduled within 14 days of inspection due date. What are two ways a Consultant can configure maintenance plans to meet the requirements? Choose 2 answers
A. Auto generate work order with a 14 days generation horizon
B. Associate work type called site to maintenance plan
C. Associate a required skill call site visits to maintain plans
D. Auto generate work order with 14-day generation time frame
Explanation:
A generation horizon is the number of days before the maintenance plan
start date that work orders are generated. A generation time frame is the number of days
before the maintenance plan end date that work orders are generated. To ensure that work
orders are generated within 14 days of inspection due date, both the generation horizon
and the generation time frame should be set to 14 days. Associating a work type called site
or a required skill called site visits to maintenance plans would not affect the timing of work
order generation, but would affect the scheduling and assignment of service appointments.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm&type=5
Universal Containers's Technicians may be assigned to Jobs with an arrival window to meet the customer appointment time preference. Technicians are also assigned to Jobs without a preferred appointment time. In which two ways should the Consultant define Operating Hours to meet this requirement? Choose 2 answers
A. The Maintenance Plan for the Account
B. The Due Date of the Service Appointment
C. The Time Slots for Appointment Booking
D. When Service Resources are available for work
Explanation:
Operating Hours define when service resources are available for work and
when customers can book appointments. The Time Slots for Appointment Booking setting
determines how operating hours are divided into time slots that can be assigned to service
appointments. The Maintenance Plan for the Account or the Due Date of the Service
Appointment do not affect operating hours, but are used to generate and schedule
recurring work orders.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm&type=5
Universal Containers plans to implement Crew Management to better support its clients. Which area does the Consultant need to consider as part of the recommendation?
A. A service resource can only be a member of a single Crew.
B. Capacity-based scheduling is supported for Service Crews.
C. The Preferred Resource service objective is ignored for active Crew Members.
D. Salesforce Field Service considers the Recommended Crew Size when assigning appointments.
Explanation:
Capacity-based scheduling is a feature that allows the system to schedule
service appointments based on the capacity of the resources. This feature is supported for
service crews, which are groups of resources that work together on service appointments.
References:
https://help.salesforce.com/s/articleView?id=sf.fsl_capacity_based_scheduling.htm&type=5
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