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.

Universal Containers would like to engage Contractors and Customers directly in their Field Service Solution.
Which three options will provide read, write and edit access to Works Order objects? Choose 3 answers

A.

Customer Communities Plus

B.

Chatter Files Connect

C.

Chatter Customer Groups

D.

Partner Communities

E.

Customer Communities

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.

Universal Containers wants the ability for their Field Technicians to log sales opportunities associated with
their Work Orders. What configuration should a Consultant implement so Field Technicians can easily achieve
this through the Field Service Mobile app?

A.

Quick Action on Opportunity to Create Work Order

B.

Quick Action on Work Order Line Items to Create Opportunity

C.

Quick Action on Work Order to Create Opportunity

D.

Quick Action on Opportunity to Create Work Order Line Item

In the dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? Choose 3 answers

A.

Google Traffic Data

B.

Resource’s Home Base

C.

Service Appointments

D.

Resource’s Travel Speed

E.

Service Appointment Dependencies

Universal Containers is receiving increased complaints about incomplete Work Orders. What option should a
Consultant recommend to improve this situation?

A.

Send an email CSAT survey.

B.

Implement Validation Rules and Signature Capture.

C.

Change the Scheduling Rules.

D.

Decrease Resource Rant Score

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.

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.

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.

Train Technicians to use Duplicate Work Order feature.

B.

Launch the Work Order Standardization Wizard.

C.

Create a standard set of Work Order Line Items.

D.

Create Work Types for use on Work Orders

Which two configurations can companies add to brand the Field Service mobile app?

A.

Company logo

B.

Company Colors

C.

Company style sheets

D.

Company address