Universal containers has a large volume of 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.
A. Change the Work Order with a closed status of “Cancelled.”
B. Change the Work Order with a status of “New.”
C. Re-use the existing Work Order for the follow-up.
D. Create a child Work Order for the follow-up Work Order.
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 followup 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-lightningbasics/field-service-lightning-work-orders
At Northern Trail Outfitters (NTO), agents are expected to complete a variety of tasks. They create cases and work orders, and need Read access to work types and work rules. They also book and manage appointments, assign mobile resources, and optimize their mobile workforce's schedule. What is the best permission set{s) a consultant should recommend assigning to NTO agents?
A. Dispatcher
B. Agent and Resource
C. Agent
D. Mobile, Agent, and Resource
Explanation:
The Agent permission set gives access to create cases and work orders,
view work types and work rules, book and manage appointments, assign mobile resources,
and optimize schedules.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_permission_sets.htm&type=5
A mobile technician uses parts present in their van to complete an on-site customer installation. The technician has marked the service appointment and work order as completed. They want to record the parts used in completing the job and adjust their van stock. Where should the technician record this information?
A. The Product Item Transactions Related List on the Product Item
B. The Work Order Line Item associated with the completed Work Order
C. The Products Consumed section on the Work Order
D. The Product Request Line Item associated with the Product
Explanation:
The Products Consumed section on the Work Order allows the technician to record the
products used and adjust the inventory levels of their van stock. The Product Item
Transactions Related List on the Product Item shows the history of product movements, but
does not allow recording new transactions. The Work Order Line Item associated with the
completed Work Order shows the products required, but not the products used. The
Product Request Line Item associated with the Product shows the products requested, but
not the products consumed.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_product_item_transactions.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_product_request_line_items.htm&type=5
A Dispatcher notices that the Crew assigned to a Service Appointment is missing a skill for the work assigned. How can the Dispatcher update the Service Crew to meet those requirements?
A. Create a new Service Appointment with a different Crew.
B. Edit the Service Appointment and add a néew Service Resource.
C. Update the Service Crew on the Service Appointment’s Work Type.
D. Use the Crew Management tool to add Service Resources to the Crew.
Explanation:
This option allows updating the service crew to meet the skill requirements
by adding service resources to the crew using a drag-and-drop interface.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_crew_management_tool.htm&type=5
When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there are no milestones listed when viewing the record. How should this issue be resolved?
A. Make sure the case entitlement record is being shared with the service resource.
B. Add work order milestones after the case milestones to the entitlement process.
C. Ensure the work order entitlement is related to the same process as the case entitlement.
D. Create a separate entitlement process associated to the work order object.
Explanation:
An entitlement process is a timeline that shows every step and milestone
involved in delivering support to a customer. To use milestones on work orders, a separate
entitlement process associated to the work order object must be created and activated.
Modifying the user’s profile, updating public group membership, or assigning a Field
Service Mobile License to the user would not enable milestones on work orders.
References:
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_create.htm&type=5
Universal Containers wants to ensure Technicians have the correct equipment before arriving at a Job site. Which two considerations should the Consultant take into account when configuring Salesforce Field Service? Choose 2 answers
A. Quantity and Unit of Measure are required when adding a Required Product.
B. Validation Rules and Triggers created on the Work Order and Work Order Line Item objects are automatically recreated for Work Types.
C. Required Products must be added to both the Work Order and all Work Order Line Items.
D. Work Types can be configured to include Required Products on Work Orders and Work Order Line Items.
Universal Containers sells products that are made up of senalized components. Technicians often need to work on a specific component. How should a Consultant recommend tracking customer purchases so Work Orders can be assigned to a component?
A. Use Work Orders and define a hierarchy.
B. Use Products and Product Families.
C. Use Assets and define a hierarchy.
D. Use Orders and Order Products.
Explanation:
This option allows tracking customer purchases of serialized components as
assets and defining parent-child relationships between them. References:
https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm&type=5
Universal container needs to verify that a repair job has been completed to the customer satisfaction before an invoice can be generated Which two items should the consultant consider? Choose 2 answers
A. Generate service in the organization's default language
B. Send a feedback survey to the customer when a service appointment is completed
C. Configure signature blocks for service report templates
D. Add service reports templates to the appropriate repair work type
Explanation:
Service reports are documents that summarize the details and outcomes of a service
appointment such as work performed, products consumed, customer feedback, etc.[25].
Configuring signature blocks for service report templates allows capturing customer
signatures as proof of job completion before generating invoices[26]. Adding service report
templates to the appropriate repair work type allows automatically generating service
reports based on the work type of the service appointment[27]. Generating service in the
organization’s default language would not verify that a repair job has been completed to the
customer satisfaction. Sending a feedback survey to the customer when a service
appointment is completed would not ensure that an invoice can be generated.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_signature_blocks.htm&ty
pe=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_work_types.htm&type=5
The service director at Ursa Major Solar would like to understand the effect that service objectives have on the assignment of service appointments to service resources. Where can the director view service objective scores for potential appointment time slots?
A. Bulk dispatch action
B. Book appointment action
C. Candidates action
D. Dispatch console
Explanation:
The book appointment action is used to schedule a service appointment based on service
objectives and resource availability. The action displays a list of potential time slots with
service objective scores for each slot. The higher the score, the better the slot meets the
service objectives.
References:
https://help.salesforce.com/s/articleView?id=sf.fsl_book_appointment.htm&type=5
Universal Containers wants to track the time a Service Resource spends on each step of more complex repair jobs. This time could include travel, prep and on-site time. How could the Service Resource’s Time Sheet be configured to track the total time spent on each step?
A. Relate the Time Sheet Entries to the Service Appointment.
B. Relate the Time Sheet to the Service Appointment.
C. Relate the Time Sheet to the Work Order Line Item.
D. Relate the Time Sheet Entries to the Work Order Line Item.
Explanation:
This option allows tracking the time spent on each step of the work order line
item and associating it with the time sheet entry record. References:
https://help.salesforce.com/s/articleView?id=sf.fs_time_sheets_overview.htm&type=5
Universal Containers wants to assign Service Appointment based on the Polygon of the child service territory in the hierarchy. How should a Consultant assign Service Appointments to the Polygon?
A. Set the Polygon Assignment Policy to the Highest Level.
B. Set the Territory Assignment Policy to the Highest Level.
C. Set the Territory Assignment Policy to the Lowest Level.
D. Set the Polygon Assignment Policy to the Lowest Level.
Explanation:
Polygons are geographic areas that define service territories for scheduling and
optimization purposes. The Polygon Assignment Policy determines which polygon in a
service territory hierarchy is used to assign service appointments to service resources
based on their location or skills. Setting it to the Lowest Level ensures that service
appointments are assigned based on the polygon of the child service territory in the
hierarchy1. Setting it to the Highest Level would use the polygon of the parent service
territory in the hierarchy1. The Territory Assignment Policy determines which territory in a
hierarchy is used to filter available resources for scheduling. It does not affect polygon
assignment.
References: 1
https://help.salesforce.com/s/articleView?id=sf.fs_polygons_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_territories_overview.htm&type=5
Service resources at universal container UC frequently work in more than one service territory the current scheduling policy looks only at primary territory while us still want to optimizer to use the service resource primary when scheduling, UC also wants the scheduling policy to look at the resources secondary services territory Which two scheduling policy changes should a consultant recommend? Choose 2 answers
A. Includes the match territory work rule
B. Remove the match territory work rule
C. Select working location enable primary on the working territories work rule
D. Deselect working location primary on the working territories work rule
Explanation:
The match territory work rule is used to match service appointments to service resources
based on their assigned territories. Deselecting working location primary on the working
territories work rule allows considering secondary territories as well as primary territories
when matching service appointments to service resources. Removing the match territory
work rule would ignore territories when scheduling service appointments. Selecting working
location enable primary on the working territories work rule would only consider primary
territories when matching service appointments to service resources. References:
https://help.salesforce.com/s/articleView?id=sf.fs_work_rules_overview.htm&type=5
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