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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Inventory | 8% | - Manage products, consumption, and returns - Select inventory and price book models |
| Topic 2: Managing Work Orders | 23% | - Configure work order processes, types, and parameters - Relate work orders, service appointments, and products - Manage work order lifecycle, line items, and milestones |
| Topic 3: Configuring Mobility | 10% | - Configure Field Service mobile app settings - Distinguish mobile app capabilities - Enable mobile workflows and sign-off processes |
| Topic 4: Configuring Maintenance Plans | 5% | - Schedule recurring work - Design and implement maintenance plans |
| Topic 5: Permissions and Sharing | 5% | - Configure permission sets and access - Manage territory visibility and sharing rules |
| Topic 6: Managing Assets | 5% | - Track asset history and maintenance - Maintain assets and asset relationships |
| Topic 7: Managing Scheduling and Optimization | 28% | - Configure scheduling policies and optimization rules - Set up operating hours and availability - Use dispatcher console and scheduling tools - Manage service appointment lifecycle and assignment |
| Topic 8: Managing Resources | 16% | - Understand license types and deployment - Manage time sheets, operating hours, and skills - Set up and manage crews and resource types - Configure service territories and membership |
1. Universal Containers needs to send Technicians into the field to service containers. It takes two Technicians with specialized skills to complete the work at the same time.
How should a Consultant implement this requirement?
A) Create two Service Crews.
B) Create a crew with two Technicians.
C) Create a single Service Appointment.
D) Create a work rule with two required skills.
2. Universal Containers currently tracks itscustomers' 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?
A) Case
B) Contact
C) Entitlement
D) Opportunity
3. Which configuration can Universal Containers use to brand the Salesforce Field Service mobileapp?
A) Company style sheets
B) Company colors
C) Company address
D) Company logo
4. Optimization for the Midwest territory is set to automatically run each night for the next three days. The Dispatcher has noticed that the optimizer is leaving many Service Appointments unscheduled and has asked the Consultant to troubleshoot the issue. The Consultant notices that the Optimization Run Time per Service Appointment is set to Low in the Field Service Settings.
Which two conditions would make the Consultant consider setting the optimizer to High? Choose 2? answers
A) Most service appointments have the same priority.
B) The scheduling policy is producing too many candidates that qualify for each Service Appointment.
C) The Calculate travel and breaks Field Service Setting is disabledfor the Service Resource Availability work rule.
D) The Scheduling Policy Used field is blank.
5. 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) FSL Agent License
B) FSL Admin License
C) FSL Resource License
D) FSL Dispatcher License
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B,C | Question # 5 Answer: A |
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