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

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.

Assets

B.

Product Templates

C.

Work Types

D.

Service Report Templates

Universal Containers wants ensure that inventory needed for repair jobs is tracked and managed so
Technicians have the material for their jobs. Which two ways should a Consultant recommend tracking these
inventory requirements in Salesforce? Choose 2 answers

A.

Products Required for Service Resources

B.

Products Required for Service Appointments

C.

Products Required for Work Order Line Items

D.

Products Required for Work Orders

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.”

Universal Containers has installed base equipment that requires specific expertise to install or decommission.
Additionally, the effort can vary significantly based on equipment type. What solution should a Consultant
recommend to efficiently manage installation and decommission work?

A.

Validation Rules and Work Types

B.

Work Types and Skill Requirements

C.

Milestones and Service Appointments

D.

Skill Requirements and Entitlements

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.

Universal Containers is evaluating a strategy for reducing the cost of service using automated scheduling.
Which two approaches will contribute to this goal? Choose 2 answers

A.

Reduced Work Orders per Shift.

B.

Reduced Overtime per Work Order.

C.

Reduced Travel Time per Work Order.

D.

Reduced Absences per Employee.

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

Universal Containers’ (UC) product named “Widget 1” should always receive phone support when an issue is
logged against the product. A UC customer calls regarding an issue on “Widget 1” at their location. What
should be implemented to ensure the customer’s case automatically receives remote technical support?

A.

Create an Entitlement Template on the Product.

B.

Create a Workflow Rule on the Case.

C.

Create a Milestone on the Product.

D.

Create a Visualforce Page on the Case.

Universal Containers wants to track how much time each Technician is actively working each day. Which two
data elements should be captured in order to calculate percentage of time spend actively working.

A.

Technician hours at client location.

B.

Technician work orders completed

C.

Technician hours traveling

D.

Technician hours per day.