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Field-Service-Lightning-Consultant Dumps

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NEW QUESTION 1
Which configuration can Universal Containers use to brand the Salesforce Field Service mobile app?

A. Company style sheets

B. Company colors
C. Company logo
D. Company address

Answer: B

NEW QUESTION 2
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.

Answer: D

NEW QUESTION 3
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

Answer: AB

NEW QUESTION 4
The Dispatcher at Universal Containers would like to schedule Service Appointments from the Dispatcher’s Console while taking the Scheduling Policy into
consideration. Which three options are available to the Dispatcher? Choose 3 answers

A. Select a Service Appointment from the list, press the “Edit” action and allocate the Resource.
B. Select a Service Appointment from the list and press the “Schedule” action.
C. Select multiple Service Appointments from the list and bulk schedule them.
D. Select a Service Appointment from the list, press the “Candidates” action, and select the best time slot.
E. Select a Service Appointment from the list, press the “Change Status” action and “Dispatch.”

Answer: BCE

NEW QUESTION 5
A Technician at Universal Containers (UC) is responsible for servicing multiple Assets at a customer site during a single visit. UC wants to minimize impact for the
customer and consolidate work for its Technician.
What should the Consultant recommend to meet this requirement?

A. Create and schedule independent Work Orders for each Asset, each with a Service Appointment.
B. Create and schedule a Service Appointment with a single Work Order with Work Order Line Items for each Asset.
C. Create designated Time Slots to ensure appropriate time is held to accommodate these types of visits.
D. Create a single Work Order with Work Order Line Items for each Asset, each with a Service Appointment.

Answer: B

NEW QUESTION 6
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.

Answer: A

NEW QUESTION 7
Universal containers requires trained inspectors to make three site visits per year to inspect containers sites. These visits must be scheduled within 14 days of the
inspection due date.
What are two ways s consultant can configure maintenance plans to meet the requirement? Choose 2 answer

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A. Auto-generate work orders with a 14-day Generation timeframe.

B. Associate a required skill called site visit to a maintenance plan.
C. Auto-generate work orders with a 14-day Generation horizon.
D. Associate a work type called site visit to a maintenance plan.

Answer: CD

NEW QUESTION 8
Universal Containers wants to automatically create Work order Line Items based on the products being serviced. How can this be achieved?

A. With Entitlement Templates

B. With Workflows
C. With Process Builder
D. With Work Order Types.

Answer: C

NEW QUESTION 9
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 Work Order Line Ite

B. Create a Service Appointment for each Line Item.
C. Add each Asset to a separate child Work Orde
D. Create a Service Appointment for the parent Work Order.
E. Add each Asset to a separate Work Order Line Ite
F. Create a Service Appointment for the Work Order.
G. Add each Asset to a separate Work Orde
H. Create a Service Appointment for each Work Order.

Answer: CD

NEW QUESTION 10
When should both the Root Work Order and Root Work Order Line Item fields be added to page layouts?

A. When a service process dictates that there are two levels in a Work Order Hierarchy and two levels in the Work Order Line Hierarch
B. (Parent Work Order can be used)
C. When a service process dictates that there is a single level in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.
D. When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.
E. When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than a single level in the Work Order Line Hierarchy.

Answer: C

NEW QUESTION 10
A Field Technician from Universal Containers arrived onsite for an appointment, and unfortunately the customer was not present. UC wants to ensure they can
track these customer no-show events for future process improvement.
What process should a Consultant recommend to handle this situation?

A. Set the existing Service Appointment status to Cannot Complete; Create a new Service Appointment against the same Work Order for the follow-up trip.
B. Set the existing Service Appointment status to Complete; Create a new Work Order and Service Appointment for the follow-up trip.
C. Set the existing Service Appointment status to In Progress; Create a new Work Order and Service Appointment for the follow-up trip.
D. Set the existing Service Appointment status to Cannot Complete; Create a new Work Order Line Item for the follow-up trip.

Answer: A

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 Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.
B. Create a custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.
C. Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician’s profile.
D. Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through salesforce1.

Answer: C

NEW QUESTION 15
universal container (uc) is rolling out inventory management to better manage parts and inventory. UC wants to automatically associate certain parts and products
to work orders on creations based on the work to be performed.
How should the Consultant meet this requirement?

A. Add product to the products required related list on the asset object
B. Add product to the products required related list on the work type object
C. Add product to the work order products related list on the work type object
D. Add product to the work order products related list on the asset object

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Answer: B

NEW QUESTION 19
Universal Containers wants to identify which resources need more or fewer appointments. Which Gantt chart filter option should a Consultant recommend to
provide this information?

A. Select Sort by Average Utilization on the Resources Tab.

B. Select Date Resolution on the Hours Tab.
C. Select Travel Time and Breaks as skills on the Skills Tab.
D. Select Hours, Absences and Overtime on the Utilization Tab.

Answer: A

NEW QUESTION 23
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 dispatcher experience?

A. Three Service Territories with fewer than 50 resources

B. Two Service Territories that split the Service Resources evenly
C. One Service Territory with four Polygons
D. Five Service Territories with fewer than 500 Service Appointments per day

Answer: A

NEW QUESTION 25
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. Configure a new Service Level for immediate assignment.

B. Postpone all lower-priority jobs and extend Due Dates.
C. Manually flag Service Appointments as “In Jeopardy” due to weather.
D. Configure Emergency Policy and use the Emergency Wizard.

Answer: D

NEW QUESTION 26
universal container provides maintenance and emergency services to its customers. Sending technician emergency call during the day causes long travel time and
reduces the number of appointments that a technician can complete
Which features should a consultant use to reduce and increase technician productivity?

A. Resource schedule optimization

B. Reschedule appointment
C. Fix overlaps
D. Fall in schedule

Answer: A

NEW QUESTION 31
universal containers operates in a highly regulated industry technician 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 2 answers

A. Service appointment generation method - one service appointment per work order line item
B. Work order generation method - one work order line item per asset
C. Service appointment generation method - one service appointment per work order
D. Work order generation method - one work order per asset

Answer: BC

NEW QUESTION 36
Universal Containers would like to enforce a 48-hour SLA to ensure that Technicians perform certain follow-up activities after they leave a customer site. The
starting point of the SLA is when the Work Order Status is set to “Technician Wrap Up.” The Technician is required to provide confirmation that wrap up is
completed. Which three configurations should a Consultant implement to ensure this can be achieved? Choose 3 answers

A. Create an Entitlement Process which has entry criteria for Status = Technician Wrap Up.
B. Create a Milestone which has entry criteria for Status = Technician Wrap Up.
C. Create custom fields to capture that the Wrap UP Activities have been completed.
D. Create a Workflow to close the Milestone when the Wrap Up is complete.
E. Create a Process Builder to close the Milestone when the Wrap Up is complete.

Answer: BCD

NEW QUESTION 40
Northern Trail outfitters (NTO) want to track the report on individual tasks completed, including part consumed and pricing details, as part of the work order
completion process. NTO want to schedule one or multiple tasks to the different technician as needed

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How should the consultant meet the requirements utilizing the standard field service lightning data model?

A. Create work order line item, each with its own child service appointment
B. Create a multiple service appointment, each with its own child task records
C. Create a multiple service appointment each with its own child work order line item
D. Create a custom object records, each with its own child service appointment

Answer: A

NEW QUESTION 41
Universal Containers Just started its Field Service Implementation and is configuring Service Territories and Locations. The Locations need to be associated to
Territories.
In which two ways should the Consultant show this relationship? Choose 2 answers

A. Add the Service Territory Location Related List on the Service Territory page layout.
B. Add the Service Territory Location Related List on the Location page layout.
C. Create the Service Territory Location as a Location lookup field.
D. Create the Service Territory Location as a Service Territory lookup field.

Answer: AC

NEW QUESTION 45
Universal Containers wants their Technicians to record an Asset Number using a barcode scanner when completing Work Orders. What field types should be
configured to capture this information?

A. Barcode
B. Formula
C. Text
D. Number

Answer: C

NEW QUESTION 46
An inventory manager at Universal Containers wants to better understand the distribution of a critical and expensive part across all inventory locations as the part
is reused and restocked.
What should the Consultant leverage to meet this requirement?

A. Maintenance Plan
B. Product Item
C. Entitlement Plan
D. Assets

Answer: B

NEW QUESTION 47
A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about
to expire. Which two upsell activities should the CSR consider? Choose 2 answers.

A. Open a Case and inform Customer of weekend service pricing.

B. Open a Case and send email with new Service Offerings.
C. Open a Case and a renewal Opportunity for the Sales team.
D. Open a Case and create a Work Order for the Dispatch Team.

Answer: AB

NEW QUESTION 48
A consultant has implemented user territories at Northern Trail Outfitters (NTO) in a private sharing model. A new Midwest Service Territory has been created.
Which two actions should NTO take to give the dispatcher access to all relevant Midwest records? Choose 2 answers

A. Create a new user territory associated with the Service Territory and dispatcher.
B. Configure and run the User Territory Sharing Job in Field Service Settings.
C. Assign a new user territory and add each of the assigned service resources.
D. Add the resources assigned to the Service Territory's Member related list.

Answer: AB

NEW QUESTION 52
Universal containers want to implement service legal agreements (SLA) for work Order.
Which three considerations should the consultant take into account?

A. A new entitlement process requires selecting entitlement process type.

B. Milestones for the work orders can be set up from the metadata API
C. A single milestone can be added to both case and work order entitlement processes.
D. An entitlement process must be applied to both cases and work order
E. Milestone of the work orders can be configured in setup.

Answer: ACE

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NEW QUESTION 54
Universal containers (UC) wants to deploy knowledge to its field team.
How should UC ensure its technicians can access knowledge articles offline?

A. Use the salesforce Mobile App with deep linking to the field service lightning Mobile App.
B. Use work types to assign associated articles to work order.
C. Create a custom Mobile App that syncs articles based on service appointment assignments.
D. Write a workflow that associates articles to work orders based on a picklist on the work order.

Answer: B

NEW QUESTION 57
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 work order line item for each site visit.
B. Create a new product consumed for each site visit.
C. Create a new child work order for each site visit.
D. Create a new service appointment for each site visit.

Answer: D

NEW QUESTION 61
Geolocation tracking is enabled for universal container's for technician but should apply to full time employees
How can Geolocation tracking for contractors to be disabled?

A. Add the exclude technician from Geolocation tracking permission to a permission set and assign it to a contractor
B. Unchecked the collect service resources Geolocation history field in field service mobile settings
C. Unchecked the geocoding field on the contractor's profile
D. Set the Geolocation update frequency field to zero for contractors

Answer: A

NEW QUESTION 65
Universal Containers (UC) wants to generate Work Orders from their Customer Service Cases. UC would like the Work Order to be linked to the Case and have
the Customer Service Representative select a pre-defined template for the Work Order within the Service Console. Which two items should a Consultant
recommend in order to achieve this? Choose 2 answers

A. Add the Work Order Quick Action on the Case.

B. Use Work Types to achieve pre-defined templates.
C. Add the Work Order Quick Action on the Account.
D. Use Record Types to achieve pre-defined templates.

Answer: AB

NEW QUESTION 69
Universal Containers’ DSO (Days Sales Outstanding) is at an all-time high, and they are evaluating way to shorten the collection time. What will help reduce
DSO?

A. Require Technicians log all non-billable hours.

B. Require customer signature on billable Work Orders
C. Require approval on all Installations.
D. Require Technicians sign-off on Work Orders.

Answer: D

NEW QUESTION 70
Universal Containers wants to ensure that Service Appointments are only assigned to Resources who are Active. What configuration should a Consultant
recommend for the Scheduling Policy?

A. Match Fields
B. Required Resource
C. Match Boolean
D. Preferred Resource

Answer: C

NEW QUESTION 72
Each container consists of multiple parts that are tracked by Asset records. Universal Container's customers usually wait until several parts need service before
requesting a Technician come on-site to save money on service charges.
How should a Consultant configure Salesforce Field Service to track the work performed?

A. Create a Work Order and Work Order Line Item for each Asset being serviced.
B. Create a Work Type to automatically create relevant line items for each Asset.
C. Create a Work Type and Work Order for each Asset being serviced.
D. Create a Work Order for all Assets being serviced and a Work Order Line Item for each Product Consumed.

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Answer: A

NEW QUESTION 75
Universal Containers wants to invoice its Customer for the parts used when performing repairs on installed Assets. What should a Consultant recommend to track
the price of the parts consumed?

A. Use Opportunity Line Items and Price Books to track the price.
B. Use Products and Price Books to track the price.
C. Use Assets and Products to track the price.
D. Use a custom object to model the Work Order pricing and price.

Answer: C

NEW QUESTION 78
Universal Containers is implementing Work Order Management to better support its clients.
Which two approaches should the Consultant consider to create work skills for the Service Resources? Choose 2 answers

A. Create the work skills using the FSL Lightning Web Componen
B. Assign the skills to Service Resources.Add the skill to Work Types and Work Orders.
C. Create the work skills using Setu
D. Manually assign the skills to Service Resources.
E. Create the work skills using the FSL Lightning Managed Package wizar
F. Assign the skills to Service Resource
G. Add the skill to Work Types and Work Orders.
H. Create the work skills using the Guided Setup wizar
I. Assign the skills to Service Resources using Guided Setup.

Answer: BD

NEW QUESTION 81
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. Capture signature, update record, sync device, deliver Service Report.

B. Deliver Service Report, capture signature, update record, sync device.
C. Deliver Service Report, update record, sync device, capture signature.
D. Capture signature, sync device, update record, deliver Service Report.

Answer: A

NEW QUESTION 85
A Field Service Technician wants the ability to view a list of currently available parts on another Technician’s truck. The Technician will then have ability to request
the part(s) from the other Technician. What should a Consultant recommend to view and transfer parts between Technicians?

A. Build a solution to utilize the Work Order reporting module to view the truck stock and request transfer of stock.
B. Build a solution to view the Technician’s truck stock and create a custom process to request transfer to stock.
C. Build a solution to utilize the Parts transfer functionality to view the truck stock and request transfer of stock.
D. Build a solution to utilize the Asset inventory functionality to view the truck stock and request transfer of stock.

Answer: A

NEW QUESTION 89
Universal container want technician using the field service lightning mobile app to indicate when service appointment is at risk
What should be a consultant recommended to meet the requirements?

A. Adjust the scheduled end field on the service appointment

B. Change the status field on the service appointment
C. Update the in-jeopardy field on the service appointment
D. Post the service appointment chatter feed

Answer: D

NEW QUESTION 93
Universal Containers wants to track the total associated price when servicing Work Order for customers. Which two of the following should a Consultant
recommend? Choose 2 answers

A. Use Work Order and Work Order Line Items.

B. Use the Einstein Pricing Configurator.
C. Set up Products and Price Books.
D. Use a custom object to model the Work Order pricing.

Answer: AC

NEW QUESTION 95
Universal containers just started its field service implementation and is configuring service territories and locations. Need to be associated to territories.

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In which two ways should the consultant show this relationship? Choose 2 answers

A. add the service territory location related list on the location page layout
B. create the service territory location as a location lookup field.
C. add the service territory location related list on the service territory page layout
D. create the service territory location as a service territory lookup field.

Answer: AC

NEW QUESTION 100

Universal Containers wants to monitor Customer Satisfaction (CSAT) after a Work Order is complete. How can CSAT information be collected?

A. Add the CSAT Visualforce page to the Work Order.

B. Install the Survey Snap-in for CSAT capture.
C. Install an AppExchange Package.
D. Enable the CSAT Quick Action for Work Orders.

Answer: C

NEW QUESTION 102

an inventory manager at universal containers wants to better understand the distribution of a critical and expensive part across all
Inventory locations as the is reused and restocked
What should the consultant leverage to meet this requirement?

A. Assets
B. entertainment plan
C. product item
D. maintenance plan

Answer: C

NEW QUESTION 107

Universal containers want to track the full lifecycle of an installed product, including when a swap is needed as part of a service order.
Which steps technicians follow to report that a substitute asset is installed?

A. Mark installed asset as "shipped" - create a new product - relate the product to the asset
B. Mark installed asset as "obsolete"- create a new product - related the product to asset
C. Mark installed asset as "shipped" - create new assets - create a new asset of relationships type = "shipment"
D. Mark installed asset as "obsolete"- create a new product - create a new asset of relationships type =" replacement"

Answer: D

NEW QUESTION 108

The org-wide default sharing for a service appointment is set to be private
If service appointment is cancelled, which users will have visibility to record?

A. Assigned resources, owner of service appointment and member of user territory

B. Assigned resources, owners of service appointment and member of service territory
C. Owner of service appointment and member of service territory
D. Owner of service appointment and member of user territory

Answer: D

NEW QUESTION 109

Universal Containers does not want the lunch break to interfere with existing scheduled work. How should a Consultant configure the Scheduling Policy to ensure
a 30-minute lunch break that begins every day after 1pm?

A. Create a recurring Service Appointment

B. Create Resource Absences every day.
C. Use appropriate Resource Operating Hours.
D. Use the Resource Availability Rule.

Answer: A

NEW QUESTION 113

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

Answer: A

NEW QUESTION 117

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Universal containers (UC) have enabled field service lightning and installed the managed package. UC wants to ensure that technicians can update their own
appointments’ status using the dispatcher console Gantt chart.
Which steps should the consultant take to meet these requirements?

A. Create permission sets and assign the field service lightning resource permission set and scheduling license to each technician
B. Create permission sets and assign the field service lightning admin permission set to service resources.
C. Create permission sets and assign the field service lightning scheduling and mobile permission sets to the resource profile.
D. Create permission sets and assign the field service lightning mobile permission set to service resources.

Answer: A

NEW QUESTION 121

Universal Containers wants to provide Dispatchers with Account and Asset details when they hover over each Service Appointment. How should a Consultant
recommend implementing this feature?

A. Create CSS in the Dispatcher’s Console.

B. Add Fields on the Page Layout.
C. Use Lookup Fields.
D. Configure Field Sets on the Service Appointment.

Answer: D

NEW QUESTION 126

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?

A. Set the individual technicians as capacity-based service resources.

B. Create the individual technicians as service crew members.
C. Create the contractor manager as a crew service resource.
D. Set the contractor manager as a capacity-based service resource.

Answer: D

NEW QUESTION 130

Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers

A. Color Palettes
B. Gantt
C. Gantt Map
D. Appointment List

Answer: BD

NEW QUESTION 135

Which two objects are required when configuring an optimization job?
Choose 2 answers

A. Service territory
B. Polygons
C. Work type
D. Scheduling policy

Answer: AD

NEW QUESTION 138

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 to the Service Appointment.

B. Relate the Time Sheet Entries to the Work Order Line Item.
C. Relate the Time Sheet Entries to the Service Appointment.
D. Relate the Time Sheet to the Work Order Line Item.

Answer: B

NEW QUESTION 140

Universal container has enabled field service lightning and want to enable milestones for work order. What should a consultant take into consideration?

A. Creating milestones for word orders requires an entitlement for case

B. Creating milestones trackers requires a custom lightning component
C. Creating entitlements for work orders requires a custom lightning component
D. Creating entitlement for class and work order must be separated

Answer: D

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NEW QUESTION 144

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. Create Skills that relate to qualifications from Setup and assign them to a Service Resource.
C. Leverage the Match Skills Work Rule when scheduling appointments.
D. Create Skills that relate to qualifications from the Skills tab and assign them to a Service Resource.

Answer: BC

NEW QUESTION 148

Universal Containers provides prompt service and has multiple service levels for different customers. Over 50% of Service Appointments are created on the same
day they need to be completed. As a result, a Technician’s daily schedule can change multiple times throughout the day. What method of dispatching should a
Consultant recommend implementing?

A. Automatically schedule unscheduled services to available Resources.

B. Automatically Dispatch Service Appointments using Drip Feed.
C. Automatically change the status to Dispatched of all Service Appointments.
D. Automatically run Optimization Background Job every hour.

Answer: B

NEW QUESTION 153

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?

A. F5L Dispatcher License

B. FSL Resource License
C. FSL Admin License
D. FSL Agent License

Answer: D

NEW QUESTION 154

Universal Containers has an initiative to increase customer satisfaction by committing preferred resources to accounts and providing prompt service. Which two
Scheduling Policies would assist to meet this initiative? Choose 2 answers

A. Soft Boundaries
B. Customer First
C. High Intensity
D. Emergency Policy

Answer: AB

NEW QUESTION 157

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”.

Answer: BC

NEW QUESTION 160

Universal Containers utilizes two contractors, Contractor 1 and Contractor 2, to perform repair work, Contractor 1 has provided service longer for Universal
Containers and is considered to have more repair work expertise than Contractor 2. How should a Consultant configure this expertise for Contractor 1 versus
Contractor 2?

A. Assign Contractor 2 as an excluded Resource.

B. Assign Contractor 1 and 2 different capacities for repair work.
C. Assign Contractor 1 as a Preferred Resource.
D. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.

Answer: D

NEW QUESTION 163

Universal Containers wants to process mobile payments. How can this requirement be met?

A. Attach a picture of the credit card

B. Add a custom filed to store the credit card number
C. Create a custom payments object

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D. Install an AppExchange package.

Answer: D

NEW QUESTION 165

Universal Containers’ (UC) customers have asset scheduled to be moved between locations by field personnel. UC wants to implement a standard process
focused on asset traceability. Which two object should a Consultant recommend to meet this requirement? Choose 2 answers

A. Work Orders
B. Assets
C. Cases
D. Service Appointments

Answer: AB

NEW QUESTION 170

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 Return Order and relate it to the Product.
C. Create a Work Order and Work Order Line Item.
D. Create a Return Order and Return Order Line Item.

Answer: D

NEW QUESTION 174

The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is sent. Which two items should a Consultant implement
to ensure Work Orders cannot be closed? Choose 2 answers.

A. Custom Work Order Escalation Rules

B. Custom Validation Rule on Work Orders
C. Custom Approval Process on Work Orders
D. Custom Work Order Status with Category

Answer: BD

NEW QUESTION 177

Universal container want to track technician van stock and consigned products How can this will be accomplished using the field service lightning standard object
model

A. Service resources will track van stoc

B. Location will track time and customer sites
C. Location will track van stoc
D. Account will track consigned products
E. Service resources will track van stoc
F. Products consumed will track item at customer's site
G. Location will track van stock and items at customer's site

Answer: B

NEW QUESTION 179

Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work. Contractor 1 has provided services for UC for a longer
period of time and is considered to have more repair work expertise than Contractor 2.
How should the Consultant configure the Contractors' experience?

A. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.
B. Assign Contractor 1 as a Preferred Resource.
C. Assign Contractor 1 and 2 different capacities for repair work.
D. Assign Contractor 2 as an Excluded Resource.

Answer: A

NEW QUESTION 183

Universal Containers would like to report on the volume of products installed within a specific timeframe. What solution will help meet the customer's requirement?

A. Utilize a Work Order related list on Asset.

B. Utilize a custom "Installation Date" field on Asset.
C. Utilize Field History Tracking on Asset.
D. Utilize the standard "Installation Date" field on Asset.

Answer: D

NEW QUESTION 184

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?

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Choose 2 answers

A. Configure and add excluded and required required resource business objectives to scheduling policies.
B. Configure customer preferences on the service resource record.
C. Configure resource preferences on the account or work order.
D. Configure and add excluded and required resource work rules to scheduling policies.

Answer: CD

NEW QUESTION 186

Universal Containers (UC) wants to better understand their service business and Field Service Technician terms’ schedules. A Consultant suggested UC start to
forecast and plan. Which two abilities does forecasting and planning provide?

A. Proactively adjust Service Contracts.

B. More accurately assign Work Orders based on skills.
C. Proactively adjust to address demand fluctuations.
D. More consistently meet customer response times.

Answer: BC

NEW QUESTION 187

some technicians report that they are unable to login to the field service lightning mobile app. The Consultant confirmed that the technician has field service
lightning resource license and field service lightning resource permission assign to them
How should a consultant provide access to FSL mobile app?

A. Assign a permission set

B. Modify the user profile
C. Update the public group membership
D. Modify the user record

Answer: A

NEW QUESTION 192

Universal Containers has a Partner Community. Work Orders are assigned to these partners. Partners are not interacting with Service Appointments or Service
Resources. How would a Partner user update the Work Order record from a mobile device?

A. Field service mobile app

B. Salesforce mobile app
C. Work Order records cannot be updated on a mobile device
D. Salesforce Touch

Answer: B

NEW QUESTION 195

universal containers is evaluating a strategy for reducing the cost of service using automated scheduling Which toe approaches will contribute to this goal?
Choose 2 answers

A. reduced overtime per work order

B. reduced travel time per work order
C. reduced work orders per shift
D. reduced number of territories

Answer: AB

NEW QUESTION 200

universal containers need to send the technician into the field to service containers. It takes two technicians with specialized skill to complete the work at same
time
How should the consultant make this requirement?

A. Create a work rule with two required skills

B. Create a two-service crew
C. Create a crew with two technicians
D. Create two service appointment

Answer: C

NEW QUESTION 203

Universal container typically performs installs, break-fix, and inspection for all clients. The service manager wants to create a template for common work requests.
What should a consultant implement to assist the dispatch team?

A. Work type line items for install, break-fix, and inspection

B. Work order Business process for install, break-fix, and inspection
C. Work order custom fields to define install, break-fix, and inspection
D. Work type and skill requirements for install, break-fix, and inspection

Answer: D

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NEW QUESTION 207

universal containers want to limit their technicians view of work orders and appointment in the field service lightning mobile app
What should a consultant recommend to control their technicians?

A. field sets
B. page layouts
C. mini page layouts
D. visual force page

Answer: B

NEW QUESTION 212

universal container UC uses two contractors 1 and contractor 2 to perform repair work contractor 1 has provided service for UC for longer period time and
considered to have more repair work expertise then contractor 2
How should a consultant configure the contractors experience?

A. Assign contractors 1 and 2 different capacities of repair work

B. Assign contractors 1 and 2 different skill levels for repair works
C. Assign contractors 1 and 2 preferred source
D. Assign contractors 1 and 2 as excluded resources

Answer: B

NEW QUESTION 213

Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.
When designing the Customer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming
appointment? Choose 2 answers

A. Scheduled End
B. Arrival Window Start
C. Scheduled Start
D. Arrival Window End

Answer: BD

NEW QUESTION 217

Northern Trail Outfitters (NTO) wants to automatically dispatch a Technician's next two Service Appointments after the Technician completes their current Service
Appointment. NTO wants to be consistent across all of the Service Territories and control the number of Service Appointments that are pushed to the Technician.
What automated processing should the Consultant configure upon Work Order completion to dispatch the next two Appointments?

A. Create an Apex Trigger.

B. Build a Workflow Rule.
C. Enable Drip feed Dispatch.
D. Configure an Auto Dispatch Scheduled Job.

Answer: C

NEW QUESTION 220

Over 70% of Universal Containers’ sales are made by Field Technicians during on-site, customer visits, Many times, after selling a product, they will install the
product as part of the current body of work. How should a Consultant recommend accomplishing this in the Field Service mobile app?

A. Create a New Task linked to the Contact and assign to a Sales Rep.
B. Add a “Create Opportunity” Quick Action to the Work Order Line Item.
C. Create a custom Visualforce page to create a new Opportunity.
D. Add an “Upsell” Quick Action to the Account that creates a new Work Order

Answer: B

NEW QUESTION 224

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'7

A. Field Service Lightning Admin Permissions

B. Field Service Lightning Mobile License
C. Field Service Lightning Standard Permissions
D. Field Service Lightning Scheduling License

Answer: C

NEW QUESTION 225

universal container (uc) sells shipping Containers and container parts. UC wants to track each customer's container and associated part for field servicing, sales,
and reporting purposes
Which solution should a Consultant recommend to relate the part to a customer? container?

A. Add the container as an asset on account and make the part internal assets
B. Add the container as product on the account and part to the child product related list

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C. Create a hierarchical relationship between the parent product container and the child part product
D. Create an asset hierarchy on account with container as root asset and part as the child assets

Answer: D

NEW QUESTION 227

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. Ensure that Status Transitions are configured to allow the status update from "Cannot Complete" to “scheduled.”
B. Ensure that Status Transitions are configured to prevent the update from “Cannot Complete” to "None."
C. Define “Cannot Complete" as a Pinned Status for Auto-Dispatch Services.
D. Define “Cannot Complete” as a Pinned Status for Scheduling and Optimization Services.

Answer: BD

NEW QUESTION 229

which work rule should a field service lightning consultant use to assign service resources based on related object records?

A. resource availability
B. extended match
C. match field
D. required resources

Answer: B

NEW QUESTION 230

A customer support agent handles an in – bound case that requires a repair of an industrial oven at a busy restaurant. The work should be assigned to a repair
technician in the area, even if the technician is currently working on another assignment. Which scheduling action should the consultant recommend to the
customer support agent?

A. Emergency
B. Appointment booking
C. Fill-in schedule
D. Get candidates

Answer: A

NEW QUESTION 234

technicians at Universal container use the field service lightning mobile app at a customer site. After completing th3 work technician updates the service
appointment status to complete and save the records. Dispatcher see the appointment as dispatched on the console instead of seeing the complete status update
Which two troubleshooting steps should a consultant take to resolve the issue? Choose 2 answers

A. Conform the technician mobile device is online

B. Investigate work order life cycle
C. Verify the dispatcher ran the service appointment data job
D. Review service appointment automation

Answer: AD

NEW QUESTION 238

What is the most efficient way for a Consultant to keep Technicians proactively informed about updates to their Service Appointments and Work Orders in the Field
Service mobile app?

A. Utilize Schedules Jobs from the Field Service Admin app.

B. Enable Notifications in Field Service Settings.
C. Utilize Triggers to send emails to relevant users.
D. Enable Push Notifications in the Service Console app.

Answer: B

NEW QUESTION 240

Universal Containers is looking to implement Entitlement Management to meet the following requirements:
1) Any employee from the customer account is eligible for support.
2) Specific purchased products are eligible for support.
What Objects should be set up for Entitlement Management?

A. Accounts and Assets

B. Contacts and Service Contracts
C. Accounts and Service Contracts
D. Contracts and Assets

Answer: C

NEW QUESTION 243

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which two considerations impact the scheduled time frame of multi-day work? Choose 2 answers

A. Assigned resource
B. Homebase travel
C. Resource skill level
D. Break duration

Answer: AD

NEW QUESTION 247

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?

A. Create multiple Service Appointments, each with its own child Work Order Line Item.
B. Create Work Order Line Items, each with its own child Service Appointment.
C. Create multiple Service Appointments, each with its own child task records.
D. Create Custom Object records, each with its own child Service Appointment.

Answer: B

NEW QUESTION 249

A universal container 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 Consultants recommend to ensure the service with each? container can be handled independently?

A. Add each asset to a separate work order line ite

B. Create a service appointment for the work orders.
C. Add each asset to a separate child work orde
D. Create a service appointment for the parent work order.
E. Add each asset to a separate work order line ite
F. Create a service appointment for each line items.
G. Add each asset to a separate work orde
H. Create a service appointment for each
I. work order.

Answer: CD

NEW QUESTION 252

universal container wants to make to easier for its managers to monitor prevention maintenance work order using dispatcher console
Which two filtering options should manager use to find the appropriate work order? Choose 2 answers

A. The dispatcher console MAO and filter the list to show only desired service appointment
B. The prevention maintenance Gantt and filter the list to show only desired work orders
C. The dispatcher work order polygons and filters the list to show only desired service appointment
D. The dispatcher console appointment list and filter the list to show only desired service Appointment

Answer: AD

NEW QUESTION 257

Universal Containers needs to implement a way to track all internal and external work associated with an inbound contact center request. How should a Consultant
recommend tracking the work?

A. Parent/Child Work Orders

B. Cases Only
C. Cases and Work Orders
D. Work Orders only

Answer: A

NEW QUESTION 259

Universal Containers (UC) wants to deploy Knowledge to its field team.
How should UC ensure its Technicians can access Knowledge Articles offline?

A. Write a workflow that associates Articles to Work Orders based on a picklist on the Work Order.
B. Use Work Types to assign associated Articles to Work Orders.
C. Use the Salesforce mobile app with deep linking to the Salesforce Field Service mobile app.
D. Create a custom mobile app that syncs articles based on Service Appointment assignments.

Answer: B

NEW QUESTION 260

Universal container UC has 140 service resources who handle 2400 service appointment per day
How should UC define the service territories to ensure the high quality of optimization and dispatcher experience?

A. The service territories with fewer than 50 resource

B. One service territory with four polygons
C. Two service territories that split the service resource evenly

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D. Five service territories with fewer than 500 service appointment per day

Answer: A

NEW QUESTION 262

universal containers has identified a business process in which a customer support agent reviews an existing work order and needs to associate an additional part
to the order for the technician to successfully complete the job.
How should a consultant support this process?

A. Add a new product required to the work order.

B. Add a new product consumed to the work order.
C. Add a new product required to the work type.
D. Add a new product consumed to the work rule.

Answer: C

NEW QUESTION 265

Which fields on service appointments help ensure that they are completed within
the agreed upon service level agreement (SLA) with universal containers customers?

A. Scheduled start, scheduled end

B. Actual start, actual end
C. Earliest start permitted, due date
D. Arrival window start, arrival window end

Answer: C

NEW QUESTION 269

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. Configure Status Transitions based on Resource Type.

B. Limit Status Transition based on Profile.
C. Allow Status Transitions based on Role.
D. Block Status Transitions using a Validation Rule.

Answer: B

NEW QUESTION 271

Upon arrival for the service appointment, technician report a team of people is required to resolve the issue
How can the dispatcher ensure the required resources are assign to the issue?

A. Create a new work order and assign a crew

B. Create a new service appointment and assign to crew
C. Assign the existing service appointment to the crew
D. Assign the existing work order to crew

Answer: C

NEW QUESTION 276

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. The Preferred Resource service objective is ignored for active Crew Members.
B. Capacity-based scheduling is supported for Service Crews.
C. A service resource can only be a member of a single Crew.
D. Salesforce Field Service considers the Recommended Crew Size when assigning appointments.

Answer: C

NEW QUESTION 281

Each door lock that universal containers (UC) sells have 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 technician carry five replacement in their van stock
How should UC track the van stock door locks?

A. Create a product item for each door lock utilizing standard field
B. Create a product item with all the serial numbers in the noted section
C. Create a product item and enter a serial number in related list
D. Create a product item and enter technician lock quantity

Answer: A

NEW QUESTION 282

When a Universal Containers (UC) Technician installs a product at a customer site, the Technician must perform all future work for that customer.
Which process should the Consultant use to meet this requirement?

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A. Add the Resource as a Required Resource on the Contact.

B. Add the Resource as a Required Resource on the Account.
C. Add the Resource as a Preferred Resource on the Work Order.
D. Add the Resource as a Preferred Resource on the Asset.

Answer: B

NEW QUESTION 287

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

Answer: BC

NEW QUESTION 288

Which object can be used to share Service Appointments with Service Resources in Salesforce Field Service?

A. User Territory
B. Service Territory Member
C. Service Territory
D. Work Order

Answer: A

NEW QUESTION 293

Which three overview cards does the Field Service mobile app provide as context to Technicians on upcoming Service Appointments? (Choose three.)

A. Product Catalog
B. Site Details
C. Asset History
D. Contact
E. Address

Answer: BDE

NEW QUESTION 297

Which three factors should the consultant consider when recommending a routing option?
Choose 3 answers

A. Aerial routing is used if a service appointment requires a travel distance of more than 200 kilometres
B. Multiday work schedule only aerial routing.
C. Street level routing incorporates Google map api and run faster than aerial routing
D. Aerial Routing is used if a service appointment requires a travel distance of more than 100 kilometres
E. Aerial routing computes the shortest distance between two locations based on a straight-line route

Answer: BDE

NEW QUESTION 301

Northern Trail Outfitters has hired a contractor to help with service calls on an as-needed basis. The contractor should be limited to travel a maximum of 50
minutes from home.
Which action should a consultant recommend?

A. Link rules to Relevance Groups.

B. Assign a high efficiency score.
C. Check 'Keep These Appointments Scheduled'.
D. Include a Match Fields work rule.

Answer: B

NEW QUESTION 306

A Field Service Technician wants to view a list of parts consumed during a given time period. The Technician will then use the data to replenish inventory on the
truck. Which three steps should a Consultant recommend to track the number of parts consumed? Choose 3 answers.

A. Build a report to view Products Consumed on Work Order Line Items.

B. Build a report using the Service Appointment Inventory module.
C. Build a report to view Products Consumed on Work Orders.
D. Build a report using the Work Order inventory module.
E. Build a report to view Inventory Transactions.

Answer: ACE

NEW QUESTION 309

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the dispatcher at universal containers wants wants to schedule service appointment from the dispatch console while taking the scheduling policy into consideration
Which three options are available to dispatchers?

A. Select the service appointment from the list, user the "change status" action and "dispatch"
B. Select the service appointment from the list and the "schedule" action
C. Select multiple service appointment from the list and bulk schedule them
D. Select a service appointment from the list, use the "candidates" action, and select the best time slot
E. Select a service appointment from the list, use the "edit" action and allocate the Resources

Answer: BCD

NEW QUESTION 312

Universal Containers (UC) provides services to multiple machines installed at customer sites. Each machine has different issues that need to be fixed. UC wants to
track progress, different parts used, and time spent on each machine when dispatching a Technician.
How should the Consultant meet these requirements?

A. Work Orders will have multiple Service Appointment

B. Each Service Appointment will be linked to the Asset.
C. Each Asset will have a Service Appointment that will represent the work needed for each machine.
D. Each Account will have a Service Appointment that will represent the work to be done at the customer site.
E. Work Orders will have multiple Work Order Line Item
F. Each Work Order Line Item will be linked to the Asset and have a Service Appointment.

Answer: D

NEW QUESTION 316

Universal Containers’ (UC) Technicians often report seeing competitor’s assets when on-site. UC would like to run a report on which of their customers have
competitive assets. How should a Consultant recommend meeting this requirement using the Field Service mobile app?

A. Manually create a competitor’s Asset Record on the Field Service mobile app.
B. Use a Quick Action to create a competitor Asset Record on the Field Service mobile app.
C. Use a Quick Action to create a Note to explain the competitor’s Asset and attach it to the Work Order.
D. Use a Macro to create a competitor Asset Record on the Field Service mobile app.

Answer: B

NEW QUESTION 318

universal container provides installation services for each of its products. Each
product requires different number of times, and a different sets of installation tasks How should a consultant configure field service lightning to support this service

A. Use the work type to define the installation services for each product- use work order to track work for each customer - use service appointment to assign the
work
B. Use cases to define the installation services for each product - use service appointment to track the work for each customer- use work order to assign the work
C. Use service appointment to define the installation services for each product - use work order to track order for each customer use task to assign the work
D. Use work order to define the installation services for each product use work type to each work - use work type to track work for each customer - use service
appointment to assign the work

Answer: A

NEW QUESTION 321

a customer makes one appointment for the sales department, and another appointment for the service department. The two appointments should be handled on
the same day, but should be created as separate appointments. In addition, the technician must complete one appointment before starting the next. The agent
wants to make sure these two appointments are scheduled together and in sequence.
Which three things should the consultant verify to ensure these requirements are simultaneous scheduling will occur?
Choose 3 answers

A. The same resource and same day fields appear on the service appointments page layout.
B. The complex work visual force page is added to the service appointments page layout.
C. A dependency has been created between the two appointment and the start time are the same.
D. The checkbox uses all-or-none scheduling for related appointments in field service setting is selected.
E. The dependency type is set to start after finish and day on the service appointment in the dependency.

Answer: BDE

NEW QUESTION 326

Universal Containers (UC) wants to track the full lifecycle of their Cases. UC defines a Case as resolved when all interactions with the customer are complete. How
can a Consultant ensure that Cases are closed when all Work Orders associated to the Case are complete?

A. Use Workflow to close the Case when all Work Orders are closed.
B. Use Process Builder to close the Case when all Work Orders are closed.
C. Use Workflow to close the Case when the Work Order is dispatched.
D. Use Process Builder to close the Case when the Work Order is created.

Answer: B

NEW QUESTION 329

Universal Container's Dispatchers want to visualize the planned travel route for a Technician during their shift.

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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: B

NEW QUESTION 332

Universal Containers uses a complex service model that involves scheduling multiple Service Technicians for each customer interaction (e.g., an install). How can
a Consultant ensure that a Service Technician enters the data necessary to track completed work?

A. Update the Case Feed and tag the associated Service Representative.
B. Update the Work Order Line Item and its associated parent Asset.
C. Update the Service Appointment and its associated parent record.
D. Update the Work Order and its associated parent Account.

Answer: B

NEW QUESTION 337

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. Select the new policy as the Scheduling Policy for the Scheduled Optimization Job.
C. Create a custom Quick Action for Booking Appointments and Candidates that use the new Scheduling Policy.
D. Create a new Scheduling Policy that includes Service Objectives in this order: ASAP, Resource Priority, Skill Level, Preferred Service Resource, Minimize
Travel, Minimize Overtime.

Answer: AB

NEW QUESTION 342

Universal containers wants to dispatch emergency work identified throughout the day that needs to completed before lower-priority work.
What should the consultant recommend to meet this requirement?

A. Create a custom Gantt action to call an apex class to reschedule appointments.

B. Write a batch apex class to unscheduled low priority work orders.
C. Define a global optimization job to run hourly.
D. Apply the reshuffle action within the Gantt.

Answer: D

NEW QUESTION 346

Technician often need to generate reports in customer language
Which configuration should the consultant recommend to meet the requirements?

A. Update the language of the current user

B. Update the default language of the organization
C. Add the language field to the contact page layouts
D. Add the service report language field to the work order page layout

Answer: D

NEW QUESTION 349

universal containers want to track the time a service resource spends on each step of a more complex repair job. This time could include travel, prep and on site
time
How could a service resource's timesheet be configured to track the total time spent? on each step?

A. Relate the timesheet entries to the work order line time

B. Relate the timesheet entries to the service appointment
C. Relate the time sheet to the service appointment
D. Relate the time sheet to the work order line item

Answer: A

NEW QUESTION 350

Technicians at Universal Containers use the Salesforce Field Service mobile app at customer sites. After completing work, the Technician updates the Service
Appointment status to Complete and saves the record. Dispatchers see the appointment as Dispatched on the console instead of seeing the Complete status
update.
Which two troubleshooting steps should a Consultant take to resolve the issue? Choose 2 answers

A. Confirm the Technician's mobile device is online.

B. Review Service Appointment automation.
C. Verify the Dispatcher ran the Service Appointment data Job.

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D. Investigate the Work Order lifecycle.

Answer: AB

NEW QUESTION 355

A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about
to expire. Which two upsell activities should the CSR consider? Choose 2 answers.

A. Open a Case and inform Customer of weekend service pricing.

B. Open a Case and send email with new Service Offerings.
C. Open a Case and a renewal Opportunity for the Sales team.
D. Open a Case and create a Work Order for the Dispatch Team.

Answer: AB

NEW QUESTION 356

Universal Containers has Role-based Technicians and Managers who handle Service Appointments. Many times, Technicians arrive on-site but are unable to gain
access to the customer’s equipment. In this scenario, only the Manager has permission to cancel the Service Appointment. How should a Consultant recommend
adhering to this business process?

A. Assign Permission Sets that allow Status Transitions.

B. Allow Status Transitions based on Role.
C. Limit Status Transitions based on Profile.
D. Configure Status Transitions based on Resource Type.

Answer: C

NEW QUESTION 357

Geolocation tracking is enabled for Universal Containers's Technicians but should only apply to full-time employees.
How can geolocation tracking for contractors be disabled?

A. Set the Geolocation Update Frequency field to zero for contractors.

B. Add the Exclude Technician from Geolocation Tracking permission to a permission set and assign it to contractors.
C. Uncheck the Geocoding field on the Contractor's profile.
D. A Uncheck the Collect Service Resource Geolocation History field in Field Service Mobile Settings.

Answer: B

NEW QUESTION 361

how should the consultant recommend visualizing the highest revenue generating service appointments on the Gantt?

A. Add the relevant field to the field set.

B. Use map report layers.
C. Color code using Gantt palettes.
D. Create a Gantt action to highlight.

Answer: C

NEW QUESTION 363

Universal container provides multiple service types (i.e installation, maintenance, Break/fix). Each service requires a variety of skills and certification for resources
to excel.
Which two configurations should a consultant implement to meet the requirements?

A. Use work type with required skills

B. Assign the appropriate skill to resource
C. Select the relevant work type for each resource
D. Create a multiple work order line per service

Answer: AB

NEW QUESTION 365

Universal container is evaluating a strategy for reducing the cost of service using the automated scheduling Which two approaches will contribute to this goal?

A. Reduce the travel time per work order

B. Reduce the overtime per work order
C. Reduce the number of territories
D. Reduce the work order per shift

Answer: AB

NEW QUESTION 366

Universal Containers wants to help their dispatchers determine the length of time a Work Order should last. What should the Consultant implement to help achieve
this goal?

A. Work Types with an Estimated Duration.

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B. Operating Hours for Customer Accounts.

C. Work Orders with Operating Hours.
D. Work Types with Service Level Agreement.

Answer: A

NEW QUESTION 367

Universal Containers is tracking customer issues in their call center. Sometimes this requires a technician to be on site at the Customer’s location. What set of
steps should a Consultant recommend to dispatch the technician?

A. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
B. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
C. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
D. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.

Answer: B

NEW QUESTION 368

Northern Trail Outfitters wants to improve overall responsiveness to customers.
Which Dispatch technique should the Consultant implement to provide the greatest schedule flexibility?

A. Enable Drip-feed to dispatch the next appointments.

B. Shuffle daily work manually via the Gantt.
C. Leverage Resource Schedule Optimization.
D. Configure the Auto Dispatch scheduled job.

Answer: B

NEW QUESTION 371

Universal Containers sells products that are made up of serialized components. Field Technicians often need to work on a specific component. How should a
Consultant recommend tracking the products a customer buys 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: B

NEW QUESTION 372

Universal Containers performs service which may require more than one task on a Work Order. A Consultant has recommended Work Order Line Items to manage
the task(s). What should be considered as part of this solution to ensure tasks are dispatched?

A. Work Order Line Items require a Case for the field technician to perform the work.
B. All Work Order Line items inherit the required Skills for the associated Asset.
C. Work Order Line Items require a Service Appointment for a field technician to perform the work.
D. Scheduled Work Order Line Items have to be completed on a daily basis or rescheduled the end of day.

Answer: C

NEW QUESTION 374

Universal Containers has identified a business process in which a Customer Support Agent reviews an existing Work Order and needs to associate an additional
part to the order for the Technician to successfully complete the job.
How should a Consultant support this process?

A. Add a new Product Required to the Work Order.

B. Add a new Product Required to the Work Typ
C. 2
D. Add a new Product Consumed to the Work Rul
E. Seer
F. Add a new Product Consumed to the Work Order.

Answer: B

NEW QUESTION 376

A technician reported that the travel time calculated between appointments is often two short because job delays throughout the day.
Which setting should a consultant consider to improve travel time accuracy?

A. Minimum grade, default operating hour

B. Estimated travel time, minimize travel
C. Travel speed unit, actual travel time
D. Street level routing, Default travel speed

Answer: D

NEW QUESTION 379

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Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country. What Price Book structure is recommended?

A. Utilize a custom Price Book specific to each country.

B. Utilize the standard Price Book with pricing rules applied.
C. Utilize a custom Price Book with pricing rules applied.
D. Utilize a standard Price Book specific to each country.

Answer: A

NEW QUESTION 383

Universal Containers performs multi-staged jobs, where the second job can only begin after completion of the first job. How should a Consultant recommend
implementing this process?

A. Create two Service Appointments, set the Related Service Appointment and Time Dependency.
B. Create one Service Appointment with the total duration of the two jobs and assign two Resources.
C. Create two Service Appointments and schedule them to the same Resource.
D. Create one Service Appointment and schedule it to two different Resources.

Answer: A

NEW QUESTION 386

Universal Containers provides 24/7 service support to its customers. However, their Field Service Technicians have specified working hours. Which two items
should the Consultant create? Choose 2 answers.

A. Create operating hours for the Service Appointment.

B. Create operating hours for the Service Resource.
C. Create operating hours for the Optimization Engine.
D. Create operating hours for the Service Territory.

Answer: BD

NEW QUESTION 389

Universal Containers (UC) wants to track all customer work requests. UC has no requirement to track where the work originated from, but does need the requests
tied to the customer’s account. What should a Consultant recommend to track these work requests?

A. Cases Only
B. Cases, Work Orders, and Tasks
C. Work Orders and Cases
D. Work Orders only

Answer: C

NEW QUESTION 391

one of the universal container customers allow maintenance only between 12:00 noon to 1:00 pm
On which object should a consultant set operating Hours to meet this requirement?

A. Service territory number

B. Service territories
C. Service appointment
D. Account

Answer: D

NEW QUESTION 394

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

Answer: C

NEW QUESTION 396

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, capture signature, update records, sync device.

B. Capture signature, sync device, update record, deliver Service Report.
C. Deliver Service Report, update record, sync device, capture signature.
D. Capture signature, update record, sync device, deliver Service Report.

Answer: D

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NEW QUESTION 399

Some Technicians report that they are unable to log in to the Salesforce Field Service mobile app. The Consultant confirmed that the Technicians have the
Salesforce Field Service Resource License and Salesforce Field Service Resource Permissions assigned to them.
How should a Consultant provide access to the Salesforce Field Service mobile app?

A. Modify the user's Profile.

B. Update Public Group membership.
C. Assign a Field Service Mobile License to the user.
D. Modify the user record.

Answer: C

NEW QUESTION 400

Universal containers products need to be traceable form the factory to customer sites. The products are installed using disposable kits.
How should the consultant configure this?

A. Create the products and the installation kits as unsterilized inventory.

B. Create the products and the installation kits as serialized inventory.
C. Creak the products as serialized inventory and the installation kits as unsterilized inventory.
D. Create the products and the installation kits as a single serialized product.

Answer: C

NEW QUESTION 402

Universal Containers wants Field Technicians to capture customer authorization via a signature through Salesforce mobile app.
What should a Consultant recommend?

A. Create a Quick Action on the Service Appointment to launch a Visualforce signature page.
B. Create an Approval Process from the Service Appointment for the customer's Authorization.
C. Create a Checkbox on the Service Appointment that will capture the customer's Authorization.
D. Create a custom text field to capture the customer's signature on Salesforce mobile app.

Answer: C

NEW QUESTION 404

Universal Containers would like to provide Field Service Technicians the ability to capture details and customer approval on completed work so that the details can
be compiled and sent to the customer electronically. What should a Consultant recommend to meet this requirement?

A. Create a Process Builder to generate a report.

B. Create a custom report.
C. Use the standard Service Report
D. Use the standard Work Order email template.

Answer: C

NEW QUESTION 409

universal container want to dispatch group of service appointment to there technician the number of service appointment dispatched at the time varies among
different services territories
Which two settings should a consultant enable to ensure the service appointments? are dispatched correctly?

A. Set the number of services to drip feed on the service territories

B. Set the service appointment to dispatch in the field service settings
C. Enable sharing or dispatch service appointments
D. Enable drip feed dispatching in field service settings

Answer: AD

NEW QUESTION 413

universal containers have 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?

A. FSL dispatcher license

B. FSL agent license
C. FSL admin license
D. FSL resource license

Answer: B

NEW QUESTION 415

Universal container provides services to multiple machines installed at customer sites. Each machine has different issues that need to be fixed. UC wants to track
progress, different part used, and time spent on each machine when dispatching a technician How should consultants meet these requirements?

A. Work order will have multiple service appointment

B. Each service appointment will be linked to the asset
C. Each account will have a service appointment that will represent the work to be done at customer site
D. Work order will have multiple work order line item each work order line item will be link to the asset and have a service appointment

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E. Each asset will have a service appointment that will represent work order needed each machine

Answer: C

NEW QUESTION 416

......

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