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Universal Containers wants Technicians to view work progress through the Work Order Line Items in the Salesforce Field Service mobile app. Which configuration steps should a Consultant take to meet this requirement?. Create custom Visualforce pages and add an action link on the Salesforce Field Service mobile app. Create the page layout to display Work Order progress and deploy to mobile. Enable Work Order Line Items related list on the Work Order page layout and assign the layout to the Technicians’ profile. Create a Process Builder that summarizes Work Order Line Items and links to the Service Appointment layout.

Universal Containers wants to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. What should the Consultant recommend to meet this requirement?. Write a batch Apex class to update low-priority work orders. Define an Escalation policy to run hourly. Apply the Reshuffle action within the Gantt. Create a custom quick action to call an Apex class to reschedule appointments.

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?. Add Products to the Products Required related list on the Asset object. Add Products to the Products Required related list on the Work Type object. Add Products to the Work Order Products related list on the Asset object. Add Products to the Work Order Products related list on the Work Type object.

AW Computing groups its technicians based on seniority. The newest techs comprise Tier 1. More of Tier 2 after a year on the job, and get assigned to Tier 3 after 3 years. Resources with less seniority should be considered for a job over resources with less seniority. How should the field service administrator ensure this corporate policy is enforced in scheduling policy is utilized consistently except in emergency situations?. Make a relevancy group on the work rule to be fired on their number and the rule for emergency. Create a custom number field to capture the tier number on the service resource. Use the priority field on service resources and weighting Tier 3 technicians higher than Tier 1. Create a service resource group with each territory on the Service Appointment object.

How should the Consultant recommend visualizing the highest revenue generating Service Appointments on the Gantt?. Create an Asset Action to highlight. Use Map Report Layers. Add the relevant field to the Field Set. Color code using Gantt Palettes.

Universal Containers wants to provide Technicians with the ability to capture details and customer approval on completed work to send to the customer electronically. What should a Consultant recommend to meet this requirement?. Use the standard Work Order email template. Use the standard Service Report. Create a custom report. Create a Process Builder to generate a report.

Which three factors should a Consultant consider when configuring routing? (Choose 3 answers). Configure the Resource Availability Work Rule to calculate travel at the expense of the service breaks. Default Travel Speed is used only if a travel time isn’t set on the service appointment. Travel time is used to compute the shortest distance between two locations in Street Level Routing. Service Distance is used to compute the shortest distance between two locations in Aerial Routing. Aerial routing is faster to compute than Street Level routing.

Universal Containers wants to track the work that is performed on the customer’s installed base. Which object relationship should the Consultant utilize to meet this requirement?. Assets to Products. Products to Assets. Work Orders to Assets. Work Orders to Products.

Universal Containers needs a team to perform periodic maintenance on the most complex products. Which feature should the Consultant configure to meet this requirement?. Service Crew. Skills. Preferred Resources. Required Resources.

Universal Containers has discovered that many of its Technicians’ initial visits require a return visit to complete the work. Which two approaches should a Consultant recommend to accurately track these visits? (Choose 2 answers). Create a new Service Appointment on the original Work Order. Create a new Work Order for the new date. Reschedule the Service Appointment for the new date. Create a new Work Order and Service Appointment.

Optimization for the Midwest territory is set to automatically run each night for the next three days. The Dispatcher has noticed that the optimizer leaves some Service Appointments unscheduled and has set the Optimization Time per Service Appointment to not exceed the Field Service Setting. Which two conditions would make the Consultant consider setting the optimizer to High? (Choose 2 answers). The Scheduling Policy used fields is blank. Most service appointments have the same priority. The scheduling policy is producing too many candidates that qualify for each service appointment. The Customer Wait rule is enabled in the Service Setting. The Field Service Setting is disabled for the Service Resource.

One of the products sold by Universal Containers requires quarterly service appointments. Which feature should a Consultant use to meet this requirement?. Build a process for Service Appointments. Define a repeating Work Type. Implement Paths for Work Orders. Configure a Maintenance Plan.

Ursa Major Solar would like the technician who performed a customer’s initial installation to also perform any subsequent service calls. Which two actions should the field service administrator take to configure field service to ensure the installation technician is assigned to subsequent service calls? (Choose 2 answers). Create a child work order for maintenance on the original installation work order. Add the technician as the required resource on the scheduling policy. Add the technician as the required resource on the service appointment. Add the technician as a preferred resource on the account record.

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?. Build dispatch gantt. Book appointment. Candidates action. Dispatch console.

Universal Containers Technicians frequently need to request more parts from another inventory location when stock runs low. How can Universal Containers Technicians achieve this for each product requested?. Create a Work Order Line Item and a Product request line item. Create a Products Consumed and Products request line item. Create a Shipment and a Product request line item. Create a product request and a product request line item.

Universal Containers (UC) wants to track the Asset lifecycle when equipment has been swapped out. What should a Consultant recommend to meet this requirement?. Add the related Asset related list to the Asset page and configure the Asset Relationship object. Add the field history tracking related list to the Asset page and configure the Product Request object. Add the related Asset related list to the Asset page and configure the Product Request object. Add the field history tracking related list to the Asset page and configure the Asset Relationship object.

Universal Containers currently tracks its customers’ entitlements to support utilizing Salesforce Service Cloud. Service calls that require a Technician to go to the customer’s location require the creation of a Work Order. Once the Agent confirms that the customer and product are eligible for on-site support, a Work Order is manually created. On which object should the Consultant define a Quick Action to create the Work Order?. Entitlement. Contact. Case. Opportunity.

Geolocation tracking is enabled for Universal Containers’ Technicians but should only apply to full-time employees. How can geolocation tracking for contractors be disabled?. Uncheck the Collect Service Resource Location History field in Field Service Mobile Settings. Edit the Resource Type record in the Field Service settings and ensure it has the correct permissions. Uncheck the Geolocation field on the Contractor’s profile. Use the Geolocation Preference field to opt out contractors.

Which two reports should a Consultant build to track the number of parts used by a Technician during a given time period? (Choose 2 answers). Products Consumed on Work Orders. Service Appointment Inventory. Work Order Inventory. Products Consumed on Work Order Line Items.

Org-Wide Default sharing is set to Private in a Salesforce org. If the Field Service User Territory feature is enabled, which three objects will be visible to users who are part of the User Territory? (Choose 3 answers). Service Resources. Resource Absences. Accounts. Work Types. Work Orders.

Northern Trail Outfitters (NTO) wants to track and report on individual tasks completed, including parts consumed and pricing details, as part of the Work Order completion process. NTO wants to schedule one or multiple tasks to different Technicians as needed. How should the Consultant meet the requirement utilizing the standard Salesforce Field Service data model?. Create Custom Object records, each with its own child Service Appointment. Create Work Order Line Items, each with its own child Service Appointment. Create multiple Service Appointments, each with its own child Work Order. Create multiple Service Appointments, each with its own child Work Order Line Item.

Approximately 70% of Universal Containers’ site visits are inspections and quotation sessions that take roughly the same amount of time and set of resource skills to complete. What should a Consultant recommend to streamline the creation of these Work Orders?. Create Work Types for use on Work Orders. Create a work type to clone the Work Order. Create a Quick Work Order for use on the Work Order. Create a standard set of Work Order Line Items.

Universal Containers outsources 100 hours of weekly maintenance to an external Contractor. Jobs are assigned to a Contractor Manager instead of individual external Technicians. The Contractor Manager is in charge of updating Service Appointments and Work Orders upon completion. How should a Consultant implement the requirement?. Create the Contractor Manager as a Crew Service Resource. Use the Contractor Manager as a capacity-based Service Resource. Set the individual Technicians as capacity-based Service Resources. Create the individual Technicians as Service Crew Members.

A Dispatcher needs to reduce the backlog of Service Appointments in different territories and focus on individual customer service preferences. Which Scheduling Policy should the Dispatcher use?. Customer First. High Intensity. Soft Boundaries. Emergency.

Universal Containers wants to reduce its mean-time-to-service. Which three Field Service processes should a Consultant recommend to accomplish this goal? (Choose 3 answers). Scheduling. Adjust Scheduling Policy. Customer Entitlements. Knowledge Base. Dispatching.

Universal Containers wants to increase customer satisfaction by committing preferred resources to accounts and providing prompt service. Which two default Scheduling Policies meet this requirement? (Choose 2 answers). Soft Boundaries. Customer First. High Intensity. Emergency Policy.

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?. Field Service Lightning Standard Permissions. Field Service Lightning Mobile License. Field Service Lightning Scheduling License. Field Service Lightning Admin Permission.

The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is signed. Which two configurations should a Consultant implement to prevent Work Orders from being closed? (Choose 2 answers). Custom Approval Process on Work Orders. Custom Work Order Escalation Rules. Custom Validation Rules on Work Orders. Custom Work Order Status.

Universal Containers has customers who have previously negotiated pricing on some products. Which Price Book structure should a Consultant recommend when considering the implications of pricing on Work Orders?. Create a custom Global Price Book and add all products as Price Book Entries. Create customer-specific Price Books and add negotiated products as Price Book Entries. Create customer-specific Price Books and add negotiated products to Price Book Entries. Create custom Global Price Book and add negotiated products in Price Book Entries.

AW Computing technicians handle different kinds of jobs, many of which involve installing or replacing parts. Having the appropriate inventory is critical to completing the jobs on time. How should field service be configured to ensure the parts required for a job are listed correctly on the work order?. Create a Flow to add the products to the work order. Ensure the product items are available in inventory. Include the required products on the work order line items. Add the product fields to the work order layout.

Universal Containers serves customers overseas and has multiple service levels for different customers. Over 50% of Service Appointments are created on the same day that they need to be completed. As a result, a Technician’s daily schedule can change multiple times throughout the day. Which method of dispatching should a Consultant recommend implementing?. Automatically change the scheduling policy. Automatically change the status to Dispatched on all Service Appointments. Automatically schedule unscheduled Service Appointments to available Resources. Automatically Dispatch Service Appointments using Drip Feed.

A customer wants to return a defective product instead of scheduling a Service Appointment. How should this product be tracked in Salesforce Field Service?. Create a Return Order and relate it to the Product. Create a Work Order and Work Order Line Item. Create a Product Request and Product Request Line Item. Create a Return Order and Return Order Line Item.

Universal Containers sells products that are made up of serialized 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?. Use Assets and define a hierarchy. Use Products and Product Families. Use Orders and Order Products. Use Work Orders and define a hierarchy.

Universal Containers (UC) has 140 service resources who handle 2,400 service appointments per day. How should UC define Service Territories to ensure a high quality of optimization and dispatch experience?. One Service Territory with four polygons. Two Service Territories with 70 service resources each. Three Service Territories with fewer than 50 service resources each. Five Service Territories with fewer than 500 service appointments per day.

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?. Create Case, create Work Order, create Service Appointment, Dispatch Service Appointment. Create Case, create Work Order, Dispatch Work Order, Create Service Appointment. Create Case, create Service Appointment, create Work Order, Dispatch Service Appointment. Create Case, Create Service Appointment, Dispatch Service Appointment.

Universal Containers wants to report on the volume of products installed within a specific timeframe. Which solution should the Consultant utilize to meet the requirement?. Field History Tracking on Asset. A Work Order related list on Asset. A custom Installation Date field on Products Consumed. The standard Installation Date field on Asset.

Universal Containers has a call center that responds to requests from customers and schedules time for Field Service Engineers (FSEs) to perform work on assets owned by the client. Call Center Agents are responsible for booking appointments. Which permission set license should be assigned to the Call Center Agents?. FSL Dispatcher License. FSL Resource License. FSL Agent License. FSL Admin License.

Service Technicians at AW Computing use the Field Service mobile application when in the field. The Technicians rely on Knowledge Articles to assist them with completing assigned work. How should the solution be configured to ensure technicians can access relevant Knowledge articles?. Add the Knowledge object page layout to the Work Order mobile app. Attach the relevant articles to the Work Order or Work Order Line Items. Create a quick action on the work order to search for Knowledge articles. Update the Service Appointment page layout to include the Articles related list.

Universal Containers wants to track assets installed at customer sites and their service history. Which object should be used?. Product. Asset. Work Order. Service Appointment.

Universal Containers wants to ensure only qualified technicians are assigned to Service Appointments. Which configuration should the Consultant recommend?. Enable Skill Levels on Service Resources. Configure Skill Requirements on Work Types. Assign Skills directly on Service Appointments. Use Scheduling Policies with Soft Boundaries.

A dispatcher wants to minimize technician travel time between Service Appointments. Which Scheduling Policy goal supports this requirement?. Customer First. Minimize Travel. High Intensity. Emergency Policy.

Universal Containers wants to automatically generate Service Appointments when Work Orders are created. Which configuration should the Consultant recommend?. Enable Auto-Create Service Appointments on Work Types. Create a Process Builder on Work Orders. Configure a Flow on Service Appointments. Use a custom trigger.

A technician arrives on site but cannot complete the work due to missing parts. Which Service Appointment status should be used?. Completed. Cannot Complete. Dispatched. In Progress.

Universal Containers wants to prevent overlapping Service Appointments for technicians. Which configuration enforces this?. Enable Overlapping Appointments in Field Service settings. Configure Operating Hours on Service Appointments. Enforce Work Rules in Scheduling Policies. Use Gantt filters.

Universal Containers wants to ensure Service Appointments respect customer availability. Where should customer availability be defined?. Account Operating Hours. Contact Operating Hours. Service Territory Operating Hours. Service Appointment Time Windows.

Universal Containers wants to increase customer satisfaction by committing preferred resources to accounts and providing prompt service. Which two default Scheduling Policies meet this requirement? (Choose 2 answers). Soft Boundaries. Customer First. High Intensity. Emergency Policy.

The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is signed. Which two configurations should a Consultant implement to prevent Work Orders from being closed? (Choose 2 answers). Custom Approval Process on Work Orders. Custom Work Order Escalation Rules. Custom Validation Rules on Work Orders. Custom Work Order Status.

Universal Containers has customers who have previously negotiated pricing on some products. Which Price Book structure should a Consultant recommend when considering the implications of pricing on Work Orders?. Create a custom Global Price Book and add all products as Price Book Entries. Create customer-specific Price Books and add negotiated products as Price Book Entries. Create customer-specific Price Books and add negotiated products to Price Book Entries. Create custom Global Price Book and add negotiated products in Price Book Entries.

Universal Containers serves customers overseas and has multiple service levels for different customers. Over 50% of Service Appointments are created on the same day that they need to be completed. Which method of dispatching should a Consultant recommend implementing?. Automatically change the scheduling policy. Automatically change the status to Dispatched on all Service Appointments. Automatically schedule unscheduled Service Appointments to available Resources. Automatically Dispatch Service Appointments using Drip Feed.

A customer wants to return a defective product instead of scheduling a Service Appointment. How should this product be tracked in Salesforce Field Service?. Create a Return Order and relate it to the Product. Create a Work Order and Work Order Line Item. Create a Product Request and Product Request Line Item. Create a Return Order and Return Order Line Item.

Universal Containers sells products that are made up of serialized 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?. Use Assets and define a hierarchy. Use Products and Product Families. Use Orders and Order Products. Use Work Orders and define a hierarchy.

Universal Containers has a call center that responds to requests from customers and schedules time for Field Service Engineers (FSEs) to perform work on assets owned by the client. Which permission set license should be assigned to the Call Center Agents?. FSL Dispatcher License. FSL Resource License. FSL Agent License. FSL Admin License.

Service Technicians at AW Computing use the Field Service mobile application when in the field. How should the solution be configured to ensure technicians can access relevant Knowledge articles?. Add the Knowledge object page layout to the Work Order mobile app. Attach the relevant articles to the Work Order or Work Order Line Items. Create a quick action on the work order to search for Knowledge articles. Update the Service Appointment page layout to include the Articles related list.

Universal Containers wants to ensure only qualified technicians are assigned to Service Appointments. Which configuration should the Consultant recommend?. Enable Skill Levels on Service Resources. Configure Skill Requirements on Work Types. Assign Skills directly on Service Appointments. Use Scheduling Policies with Soft Boundaries.

A technician arrives on site but cannot complete the work due to missing parts. Which Service Appointment status should be used?. Completed. Cannot Complete. Dispatched. In Progress.

Universal Containers wants to prevent overlapping Service Appointments for technicians. Which configuration enforces this?. Enable Overlapping Appointments in Field Service settings. Configure Operating Hours on Service Appointments. Enforce Work Rules in Scheduling Policies. Use Gantt filters.

Universal Containers wants to ensure Service Appointments respect customer availability. Where should customer availability be defined?. Account Operating Hours. Contact Operating Hours. Service Territory Operating Hours. Service Appointment Time Windows.