Universal Containers has implemented a Flow that allows Technicians to replace faulty or damaged Assets directly from within the Salesforce Field Service mobile app. Once a replacement has been made, where can the Asset Relationships be viewed?
A. Only the Primary Assets related list on the Asset object
B. Only the Primary Assets related list on the Work Order object
C. Both the Primary Assets and Related Assets related lists on the Work Order object
D. Both the Primary Assets and Related Assets related lists on the Asset object
This option allows viewing the asset relationships on the Asset object, where the primary asset is the parent asset and the related assets are the child assets. References: https://help.salesforce.com/s/articleView?id=sf.fs_asset_relationships.htm &type=5
Universal Containers wants to track Technicians' van stock using the Salesforce Field Service mobile app a ensure that Technicians report when parts are used. Which three data elements should a Consultant recommend tracking to support these requirements? Choose 3 answers
A. Inventory
B. Warehouse Locations
C. Products Consumed
D. Products Required
E. Mobile Locations
Explanation:
Inventory is used to track product quantities in different locations such as warehouses or vans. Products Consumed are used to report when parts are used by technicians during service appointments and adjust inventory levels accordingly. Mobile Locations are used to track inventory in technicians’ vans or trucks using geolocation data from their mobile devices. Warehouse Locations are used to track inventory in fixed locations such as warehouses or depots using address data from their records. Products Required are used to request products from inventory for a service appointment, but do not ensure that technicians report when parts are used.
References: https://help.salesforce.com/s/articleView?id=sf.fs_inventory_overview.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_locations_overview.htm &type=5
At Universal Containers, the Service Territory member's time zone is one hour behind the Service Territory time zone. How should the Consultant ensure proper scheduling and optimization for the member?
A. Add one hour to the start and end times on the Service Territory.
B. Change the time zone on the Service Territory Member's user record to match the Service Territory's time zone.
C. Add one hour to the start and end times on the Service Territory Member's Operating Hours.
D. Subtract one hour from the start and end times on the Service Territory.
This option ensures that the service territory member’s operating hours are aligned with the service territory’s time zone, and avoids scheduling conflicts or gaps. References: https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm &type=5
Service appointments in a “cannot complete” status may indicate that an additional part or expert assistance is needed to complete the work. Universal containers defined that service appointments in a “cannot complete” status are unable to be rescheduled or unscheduled for history tracking purposes. Which two items should the consultant recommend to meet the requirement? Choose 2 answers
A. Define “cannot complete” as a pinned status for auto-dispatch services.
B. Define “cannot complete” as a pinned status for scheduling and optimization services.
C. Ensure that status transitions are configured to prevent the update from “cannot complete” to “none’.
D. Ensure that status transition are configured to allow the status update from “cannot complete” to “scheduled”.
Pinned statuses prevent service appointments from being rescheduled or unscheduled by scheduling and optimization services3. Status transitions define the valid status changes for service appointments based on business rules.
References: 3
https://help.salesforce.com/s/articleView?id=sf.fs_pinned_statuses.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions.htm &type=5
A Dispatcher needs to reduce the backlog of Service Appointments in different territories and focus on individual customer service preferences. Which Scheduling Policy should the Dispatcher use?
A. Emergency
B. High Intensity
C. Soft Boundaries
D. Customer First
This scheduling policy prioritizes customer service preferences over other factors, such as travel time or resource availability.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies.htm &type=5
Universal Containers wants to 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 two.)
A. Products Required for Work Orders
B. Products Required for Service Appointments
C. Products Required for Work Order Line Items
D. Products Required for Service Resources
These two ways should be recommended to track these inventory requirements in Salesforce, as they allow specifying which products are needed for work orders or work order line items and updating the inventory accordingly. References: https://help.salesforce.com/s/articleView?id=sf.fs_products_required.htm &type=5
Universal Containers (UC) is rolling out Inventory Management to better manage parts and inventory. UC wants to automatically associate certain parts and products to Work Orders upon creation based on the work to be performed. How should the Consultant meet this requirement?
A. Add Products to the Products Required Related List on the Asset object.
B. Add Products to the Work Order Products Related List on the Asset object.
C. Add Products to the Products Required Related List on the Work Type object.
D. Add Products to the Work Order Products Related List on the Work Type object.
This option allows automatically associating certain products to Work Orders based on the work type selected, and generating Work Order Line Items for those products.
References: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5
Technicians often need to generate a report in the customer's language. Which configuration should the Consultant recommend to meet the requirement?
A. Update the Language of the current User.
B. Add the Service Report Language field to the Work Order Page Layout.
C. Add the Language field to the Contact Page Layout.
D. Update the Default Language of the Organization.
This option allows generating a report in the customer’s language by selecting the language from a picklist field on the work order record. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_language.htm &type=5
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 individual Technicians as Service Crew Members.
B. Set the individual Technicians as Capacity-Based Service Resources.
C. Set the Contractor Manager as a Capacity-Based Service Resource.
D. Create the Contractor Manager as a Crew Service Resource.
Capacity-Based Service Resources are service resources that have a limited number of hours available for work per day or week[150]. Setting the Contractor Manager as a Capacity-Based Service Resource would allow Universal Containers to outsource 100 hours of weekly maintenance to an external Contractor by setting up criteria such as capacity hours per week equals 100 and capacity type equals weekly[151]. Creating the individual Technicians as Service Crew Members would not work because Service Crew Members are service resources that belong to a crew and share the same service appointments[152]. Setting the individual Technicians as Capacity-Based Service Resources would not work because Universal Containers does not have visibility into the individual external technicians. Creating the Contractor Manager as a Crew Service Resource would not work because Crew Service Resources are service resources that act as leaders or managers of a crew and can assign crew members to service appointments[153]. References:
https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based_create_edit.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_overview.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_create_edit_delete.htm &type=5
A Universal Containers customer is having issues with three containers at the customer's site. Each container is tracked as an Asset on the customer's Account. Which two methods should the Consultant recommend to ensure the service associated with each container can be handled independently? Choose 2 answers
A. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for each Line Item.
B. Add each Asset to a separate child Work Order. Create a Service Appointment for the parent Work Order.
C. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for the Work Order.
D. Add each Asset to a separate Work Order. Create a Service Appointment for each Work Order.
Work Orders are records that track customer requests for service such as repairs or maintenance[47]. Work Order Line Items are records that track specific tasks or products related to a work order[48]. Service Appointments are records that track the date, time, duration, and assigned resource for a work order or work order line item[49]. Adding each Asset to a separate Work Order Line Item or a separate Work Order would allow handling the service associated with each container independently by creating different records for different containers. Creating a Service Appointment for each Line Item or each Work Order would allow scheduling and dispatching the service associated with each container independently by assigning different resources and time slots for different containers. Adding each Asset to a separate child Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. Creating a Service Appointment for the parent Work Order would not allow handling the service associated with each container independently by assigning one resource and time slot for all containers.
References: https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5
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