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Salesforce Field-Service-Consultant Exam Syllabus Topics:
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NEW QUESTION 135
Universal Containers has negotiated two key SLAS: 1) initial response and 2) overall resolution of issues related to installed products. What combination of Salesforce features should a Consultant recommend to support this use case?
- A. Accounts and Assets
- B. Assets and Entitlements.
- C. Accounts and Service Contracts.
- D. Assets and Service Contracts.
Answer: B
NEW QUESTION 136
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. visual force page
- D. mini page layouts
Answer: B
NEW QUESTION 137
Universal Containers provides installation, repair, and consulting services. When Technicians complete the work, they need to provide different reports for the installation, repair, and consulting services. Which two configurations should a Consultant recommend to meet this requirement? Choose 2 answers
- A. Service Report Templates
- B. Assets
- C. Product Templates
- D. Work Types
Answer: A,D
NEW QUESTION 138
Upon arrival for a Service Appointment, the Field Service Technician reports that a team of people is required to resolve the issue.
How can the Dispatcher ensure that the required staff is assigned to the project?
- A. Assign the existing Service Appointment to a Crew.
- B. Assign the existing Work Order to each staff member.
- C. Assign the existing Work Order to a Crew.
- D. Create a new Service Appointment and assign a Crew.
Answer: D
NEW QUESTION 139
Approximately 70% of Universal Containers' site visits are inspections and quotation sessions that take roughly the same amount of time and same set of resource skills to complete. What should a Consultant recommend to streamline the creation of these work orders?
- A. Launch the Work Order Standardization Wizard.
- B. Train Technicians to use Duplicate Work Order feature.
- C. Create Work Types for use on Work Orders
- D. Create a standard set of Work Order Line Items.
Answer: C
NEW QUESTION 140
universal containers wants to provide a view of emergency work that is only visible to dispatchers What should the consultant do to meet the requirement?
- A. Custom lightning component
- B. Custom report in a private report folder
- C. Custom list view
- D. Custom gantt filter
Answer: D
NEW QUESTION 141
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. Five Service Territories with fewer than 500 Service Appointments per day
- D. One Service Territory with four Polygons
Answer: A
NEW QUESTION 142
Which three objects are associated with the work type?
Choose 3 answers
- A. Products
- B. Resource
- C. Article
- D. Skills
- E. Service appointment
Answer: A,C,D
NEW QUESTION 143
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 change the status to Dispatched of all Service Appointments.
- C. Automatically run Optimization Background Job every hour.
- D. Automatically Dispatch Service Appointments using Drip Feed.
Answer: D
NEW QUESTION 144
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 145
Universal Containers' Customers typically like to be served by the same Technician that completed the initial installation. How should a Consultant implement this rule?
- A. Add the Account as one of the Resource Skills.
- B. Add all other Resources as Excluded Resources.
- C. Add the Resource as a Preferred Resource.
- D. Add the Resource as a Required Resource.
Answer: C
NEW QUESTION 146
Universal Containers has noticed that with every new product release there is a rise in customer reported Cases and a decrease in first-time fix-rate. Which two recommendations should a Consultant make? Choose 2 answers.
- A. Publish pre-release documentation on the Customer Community.
- B. Increase training to Field Service Technicians
- C. Increase training to Sales Representatives.
- D. Publish training documentation in a closed chatter group.
Answer: A,B
NEW QUESTION 147
which two considerations impact the scheduled time frame of multi-day work?
Choose 2 answers
- A. Homebase travel
- B. Resource skill level
- C. Break duration
- D. Assigned resource
Answer: C,D
NEW QUESTION 148
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. Create the Contractor Manager as a Crew Service Resource.
- B. Set the Contractor Manager as a Capacity-Based Service Resource.
- C. Create the individual Technicians as Service Crew Members.
- D. Set the individual Technicians as Capacity-Based Service Resources.
Answer: B
NEW QUESTION 149
Universal Containers wants to dispatch groups of Service Appointments to their Technicians. The number of Service Appointments dispatched at a time varies among different Service Territories.
Which two settings should a Consultant enable to ensure Service Appointments are dispatched correctly?
Choose 2 answers
- A. Enable Sharing of Dispatched Service Appointments.
- B. Set the Service Appointment to Dispatch in Field Service Settings.
- C. Set the Number of Services to Drip Feed on the Service Territory.
- D. Enable Drip Feed Dispatching in Field Service Settings.
Answer: C,D
NEW QUESTION 150
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 a service appointment from the list, use the "candidates" action, and select the best time slot
- B. Select the service appointment from the list and the "schedule" action
- C. Select the service appointment from the list, user the "change status" action and
"dispatch" - D. Select a service appointment from the list, use the "edit" action and allocate the Resources
- E. Select multiple service appointment from the list and bulk schedule them
Answer: A,B,E
NEW QUESTION 151
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 record, sync device.
- B. Deliver Service Report, update record, sync device, capture signature.
- C. Capture signature, sync device, update record, deliver Service Report.
- D. Capture signature, update record, sync device, deliver Service Report.
Answer: D
NEW QUESTION 152
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: A,B
NEW QUESTION 153
Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only. How can this be configured?
- A. Mark the Service Territory's Resources as Required on the Service Appointments.
- B. Ensure the Resource's Address is in the same Match Territory as the Service Appointments.
- C. Include the Resource Availability Work Rule in the Scheduling Policy.
- D. Include the Match Territory Work Rule in the Scheduling Policy.
Answer: D
NEW QUESTION 154
universal containers want to standardize creation of work orders. Historically, work orders have been set up with the incorrect skills and estimated time to completion.
What should a consultant utilize to meet this requirement?
- A. Entitlement templates
- B. Work order record types
- C. Work types
- D. Entitlements
Answer: C
NEW QUESTION 155
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