What set of configurations make up Scheduling Policies and let companies adhere to their business constraints
and preferences?

A.

Service Objectives and Work Types

B.

Service Objectives and Work Rules

C.

Service Levels and Work Rules

D.

Service Contracts and Service Levels.

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

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 Hierarchy. (Parent Work Order can be used)

B.

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.

C.

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.

D.

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.

Universal Containers is implementing Field Service Lightning and wants to make sure the dispatch team
receives Work Orders with appropriate resource and timeframe requirements defined. What should a
Consultant implement to achieve this requirement?

A.

Work Types, Skill Routing, Skill Requirements, Operating Hours

B.

Case process, Work Types, Entitlements, and Milestones

C.

Skill Requirements, Work Types, Case Process, Milestones

D.

Work Types, Skill Requirements, Entitlements, and Milestones

Universal Containers wants to encourage their Technicians to identify sales opportunities in the field. Which
option should a Consultant recommend?

A.

Log a follow-up task on the Work Order.

B.

Call the Sales Team with the Opportunity.

C.

Create a custom filed on the Work Order.

D.

Create a Quick Action to create the Opportunity.

Universal Containers has a large filed service team with complex logistics process. Some of the field service
data and pricing is managed in applications outside of Salesforce. The Consultant recommended bringing
some data into Salesforce to streamline reporting for Field Service Managers. What report would be improved
by integrating financial data from an outside system?

A.

First time fix rate: The percentage of on-site service requests resolved on the first visit.

B.

Service Technician utilization: Technician wrench time per month divided by the number of work hours
in a given month.

C.

Average time to repair: The average time required to repair or install as asset.

D.

Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to repair or install an asset or respond to a service call.

Universal Containers (UC) wants to measure their adherence to specific SLAs for all Work Orders. In which
order should a Consultant Implement the setup to achieve this requirement?

A.

Set UP Milestones, Create Entitlement records, Set Up Entitlements Process for Work Orders.

B.

Set Up entitlements Process for Work Orders, Set Up Milestones, Create Entitlement records.

C.

Set Up Milestones, Set Up Entitlements Process for Work Orders, Create Entitlement records.

D.

Create Entitlement records, Set Up Entitlements Process for Work Orders, Set Up Milestones.

A Dispatcher at Universal Containers has just been informed that one of their field employees, who has five
services schedules for today, called in sick. How should the workload be assigned to other Field Technicians?

A.

Drag and drop the Service Appointments to other available Resources and run Optimization.

B.

Ask the Customer Service Rep to call the customers and manually re-schedule for another day.

C.

Change the Scheduling Policy to “High Intensity” and activate the Background Optimization process.

D.

Update the Resource a not available, select the affected Service Appointments, and press “Schedule.”

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

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.