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NEW QUESTION # 12
A Universal Containers customer is having issues with three containers at the customer's site. Each container is tracked as an Asset on the customer's Account.
Which two methods should the Consultant recommend to ensure the service associated with each container can be handled independently?
Choose 2 answers
- A. Add each Asset to a separate child Work Order. Create a Service Appointment for the parent Work Order.
- B. Add each Asset to a separate Work Order. Create a Service Appointment for each Work Order.
- C. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for the Work Order.
- D. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for each Line Item.
Answer: B,D
Explanation:
Explanation
Work Orders are records that track customer requests for service such as repairs or maintenance[47]. Work Order Line Items are records that track specific tasks or products related to a work order[48]. Service Appointments are records that track the date, time, duration, and assigned resource for a work order or work order line item[49]. Adding each Asset to a separate Work Order Line Item or a separate Work Order would allow handling the service associated with each container independently by creating different records for different containers. Creating a Service Appointment for each Line Item or each Work Order would allow scheduling and dispatching the service associated with each container independently by assigning different resources and time slots for different containers. Adding each Asset to a separate child Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. Creating a Service Appointment for the parent Work Order would not allow handling the service associated with each container independently by assigning one resource and time slot for all containers. References:
https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.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_service_appointments.htm&type=5
NEW QUESTION # 13
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 2 answers
- A. Leverage the Match Skills Scheduling Policy when scheduling appointments.
- B. Leverage the Match Skills Work Rule when scheduling appointments.
- C. Create Skills that relate to qualifications from Setup and assign them to a Service Resource.
- D. Create Skills that relate to qualifications from the Skills tab and assign them to a Service Resource.
Answer: B,C
NEW QUESTION # 14
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 custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.
- B. Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician's profile.
- C. Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through salesforce1.
- D. Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.
Answer: B
NEW QUESTION # 15
Northern Trail Outfitters (NTO) asks its clients for feedback on every service visit. NTO wants to dispatch the appropriate Technicians based on customer feedback.
What are two ways the Consultant can meet this requirement?
Choose ? answers
- A. Configure customer preferences on the Service Resource record.
- B. Configure and add excluded and required resource Work Rules to scheduling policies.
- C. Configure resource preferences on the Account or Work Order.
- D. Configure and add excluded and required resource business objectives to scheduling policies.
Answer: B,C
NEW QUESTION # 16
Universal Containers's Dispatchers want to visualize the planned travel route for a Technician during their shift.
Which feature should the Consultant recommend to meet the requirement?
- A. Service Resource Dashboard
- B. Service Appointment Reports
- C. Street-level Routing
- D. Aerial Routing
Answer: A
NEW QUESTION # 17
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. Products Consumed
- B. Products Required
- C. Mobile Locations
- D. Warehouse Locations
- E. Inventory
Answer: A,C,E
Explanation:
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
NEW QUESTION # 18
Universal containers wants to reduce field service-related costs by cutting overtime pay and fuel expenses for internal employees when scheduling all service appointments.
Which two customizations should the consultant recommend to meet this requirement?
Choose 2 answers
- A. Create a new scheduling policy that includes service objectives in this order:
minimize overtime, minimize travel, preferred service resource, skill level, resource priority, asap. - B. Create a custom quick action for booking appointments and candidates that use the new scheduling policy.
- C. Create a new scheduling policy that includes service objectives in this order: ASAP, Resource Priority, skill level, preferred services resource, minimize travel minimize overtime.
- D. Select the new policy as the scheduling policy for the scheduled optimization job.
Answer: A,D
NEW QUESTION # 19
The Dispatcher at Universal Containers wants to schedule Service Appointments from the Dispatch Console while taking the Scheduling Policy into consideration.
Which three options are available to the Dispatcher? Choose 3 answers
- A. gy Select a Service Appointment from the list, use the "Candidates" action, and select the best time slot.
- B. Select a Service Appointment from the list, use the "Change Status" action and "Dispatch."
- C. Select a Service Appointment from the list and use the "Schedule" action.
- D. Select a Service Appointment from the list, use the "Edit" action and allocate the Resource.
- E. Select multiple Service Appointments from the list and bulk schedule them.
Answer: A,C,E
NEW QUESTION # 20
A Technician is onsite where there is no connectivity and is required to capture the customer's signature. What is the appropriate order of operations as the Technician goes back online?
- A. Deliver Service Report, update record, sync device, capture signature.
- B. Capture signature, update record, sync device, deliver Service Report.
- C. Capture signature, sync device, update record, deliver Service Report.
- D. Deliver Service Report, capture signature, update record, sync device.
Answer: B
NEW QUESTION # 21
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. Scheduled start, scheduled end
- C. Arrival window start, arrival window end
- D. Earliest start permitted, due date
Answer: D
NEW QUESTION # 22
How should the Consultant recommend visualizing the highest revenue generating Service Appointments on the Gantt?
- A. Color code using Gantt Palettes.
- B. Use Map Report Layers.
- C. Create a Gantt Action to highlight.
- D. Add the relevant field to the Field Set.
Answer: A
Explanation:
Explanation
Gantt Palettes allow the dispatcher to color code service appointments based on any field value, such as revenue or priority. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_palettes.htm&type=5
NEW QUESTION # 23
Universal Container's Dispatchers want to visualize the planned travel route for a Technician during their shift.
Which feature should the Consultant recommend to meet the requirement?
- A. Service Appointment Reports
- B. Street-level Routing
- C. Service Resource Dashboard
- D. Aerial Routing
Answer: A
NEW QUESTION # 24
A service technician at Ursa Major Solar handles yearly maintenance checks. The job usually lasts 2 to 3 hours. Due to the lack of customer availability, many appointments are cancelled or need to be rescheduled at the last minute.
Which two features would be most helpful in aiding the dispatcher with updated schedules for technicians?
Choose 2 answers
- A. Reshuffle
- B. In-day Optimization
- C. Group Nearby
- D. Resource Schedule Optimization
Answer: A,C
NEW QUESTION # 25
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 Orders and Order Products.
- C. Use Products and Product Families.
- D. Use Assets and define a hierarchy.
Answer: D
NEW QUESTION # 26
Northern Trail Outfitters wants to provide near real-time data in a 30-day welcome Journey.
Which data setup should thty use for decision splits?
- A. Journey Data queried from main data extension
- B. Contact Data Mapped through Salesforce Marketing Cloud Profile Attributes
- C. Journey Data using CRM Report Import Activity to Salesforce Data Extension
- D. Contact Data using Synchronized Data Sources
Answer: D
NEW QUESTION # 27
Universal containers (UC) wants to deploy knowledge to its field team.
How should UC ensure its technicians can access knowledge articles offline?
- A. Use work types to assign associated articles to work order.
- B. Write a workflow that associates articles to work orders based on a picklist on the work order.
- C. Use the salesforce Mobile App with deep linking to the field service lightning Mobile App.
- D. Create a custom Mobile App that syncs articles based on service appointment assignments.
Answer: A
NEW QUESTION # 28
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. Allow Status Transitions based on Role.
- B. Configure Status Transitions based on Resource Type.
- C. Limit Status Transition based on Profile.
- D. Block Status Transitions using a Validation Rule.
Answer: C
NEW QUESTION # 29
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 Orders and Order Products.
- C. Use Products and Product Families.
- D. Use Assets and define a hierarchy.
Answer: D
Explanation:
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
NEW QUESTION # 30
Universal Containers wants to track how much time each Technician is actively working each day. Which two data elements should be captured in order to calculate percentage of time spend actively working.
- A. Technician hours per day.
- B. Technician hours at client location.
- C. Technician work orders completed
- D. Technician hours traveling
Answer: A,B
NEW QUESTION # 31
which configuration can universal containers use to brand the field service lightning mobile app?
- A. Company address
- B. Company colours
- C. Company logo
- D. Company style sheets
Answer: C
NEW QUESTION # 32
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 Technicians' lock quantity.
- B. Create a product item for each door lock utilizing standard fields.
- C. Create a product item and enter the serial numbers in the related list.
- D. Create a product item with all the serial numbers in the notes section.
Answer: B
Explanation:
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
NEW QUESTION # 33
A customer wants to return a defective product instead of scheduling a Service Appointment.
How should this product be tracked in Salesforce Field Service?
- A. Create a Product Request and Product Request Line Item.
- B. Create a Work Order and Work Order Line Item.
- C. Create a Return Order and relate it to the Product.
- D. Create a Return Order and Return Order Line Item.
Answer: D
Explanation:
Explanation
This option allows tracking the return of a defective product and its replacement with a new one, if applicable.
References: https://help.salesforce.com/s/articleView?id=sf.fs_return_orders_overview.htm&type=5
NEW QUESTION # 34
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Salesforce Field-Service-Consultant Certification Exam is an excellent opportunity for professionals to expand their skills and knowledge in the field service industry. Salesforce Certified Field Service Consultant certification validates the candidate's ability to design, configure, and manage field service solutions using Salesforce technologies, and opens up new career opportunities in the field service industry. Candidates can prepare for the exam by gaining experience in implementing and managing field service solutions and by taking advantage of the training resources available on the Salesforce Trailhead platform.
The Salesforce Certified Field Service Consultant certification exam is designed to test your knowledge of Salesforce Field Service solutions, so it is important to be familiar with the platform before taking the exam. There are many resources available to help you prepare for the exam, including study guides, practice exams, and training courses. It is recommended that you take advantage of these resources to ensure that you are fully prepared for the exam.
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