Universal Containers typically performs installs, break-fix, and inspections for all clients. The Service Manager wants to create a template for common work requests. What should a Consultant implement to assist the dispatch team?
A. Work Order Record Types for Break-fix, Install, and Inspection.
B. Work Type Line Items for Install, Break-fix, and Inspections.
C. Work Types and Skill Requirements for Install, Break-fix, and Inspections.
D. Work Order custom fields to define Install, Break-fix, and Inspections.
Work Types are templates that define the duration, skills, and products required for a work order or work order line item. By creating Work Types and Skill Requirements for Install, Break-fix, and Inspections, Universal Containers can standardize creation of Work Orders with the correct skills and estimated time to completion. Work Order Record Types for Break-fix, Install, and Inspection would allow creating different page layouts and picklist values for different types of work orders, but not define skills and duration. Work Type Line Items for Install, Break-fix, and Inspections would allow creating templates for work order line items, but not work orders. Work Order custom fields to define Install, Break-fix, and Inspections would allow capturing additional information for different types of work orders, but not define skills and duration.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5
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
How should the Consultant recommend visualizing the highest revenue generating Service Appointments on the Gantt?
A. Use Map Report Layers.
B. Color code using Gantt Palettes.
C. Create a Gantt Action to highlight.
D. Add the relevant field to the Field Set.
Gantt Palettes allow the dispatcher to color code service appointments based on any field value, such as revenue or priority. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_palettes.htm &type=5
Universal Containers wants to ensure Technicians have the correct equipment before arriving at a Job site. Which two considerations should the Consultant take into account when configuring Salesforce Field Service? Choose 2 answers
A. Quantity and Unit of Measure are required when adding a Required Product.
B. Validation Rules and Triggers created on the Work Order and Work Order Line Item objects are automatically recreated for Work Types.
C. Required Products must be added to both the Work Order and all Work Order Line Items.
D. Work Types can be configured to include Required Products on Work Orders and Work Order Line Items.
Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers
A. Color Palettes
B. Gantt
C. Gantt Map
D. Appointment List
Color Palettes are settings that allow dispatchers to customize the colors of service appointments on the Gantt based on different criteria such as status, priority, or rule violations[154]. Appointment List is a tool that allows dispatchers to view and filter service appointments in a list view based on different criteria such as status, priority, or rule violations[155]. Using these two features on the Dispatcher Console would allow visualizing Rule Violating Service Appointments by setting up color codes or filters based on rule violations. Gantt is a tool that allows dispatchers to view and manage service appointments on a timeline[156]. Gantt Map is a tool that allows dispatchers to view and manage service appointments on a map[157]. Using these two features on the Dispatcher Console would not allow visualizing Rule Violating Service Appointments by themselves unless combined with color palettes or appointment list.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_gantt_color_palettes_overview.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_appointment_list_overview.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_gantt_overview.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_gantt_map_overview.htm &type=5
Universal Containers performs service on field assets that require a sequence of work tasks. A Consultant has recommended Work Order Line Items to manage the tasks and assets/parts necessary to manage the work. Which two of the following must be considered as part of this solution to ensure Work Orders are properly completed? Choose 2 answers
A. Use of Standard Reports to view Parent and Root Work Order Lines Items within Work Orders by Customer.
B. Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to Work Order.
C. Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.
D. Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.
Work Order Line Items can be used to link to specific Assets within an Asset Hierarchy that represents a Bill of Materials (BoM). Work Order Line Items can also be used to create a hierarchy of tasks that need to be performed in a sequence. Standard Reports do not show Parent and Root Work Order Line Items within Work Orders by Customer. Work Order Line Items do not automatically inherit the hierarchy of Assets attached to Work Order.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_item_hierarchy.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_reports_dashboards.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5
Universal Containers's Dispatchers want to visualize the planned travel route for a Technician during their shift. Which feature should the Consultant recommend to meet the requirement?
A. Service Appointment Reports
B. Service Resource Dashboard
C. Street-level Routing
D. Aerial Routing
This option allows visualizing the planned travel route for a technician on a map, based on the street-level directions and traffic conditions. References: https://help.salesforce.com/s/articleView?id=sf.fs_street_level_routing.htm &type=5
Time sheet entries can be associated to which two objects? Choose 2 answer
A. Work order line item
B. assigned resources
C. Service resource
D. Work order
Time sheet entries are records that track the time spent by a service resource on a work order or a work order line item[28]. Time sheet entries can be associated to work order line items or work orders using lookup fields[29]. Assigned resources are records that assign a service resource to a service appointment[30]. Service resources are records that represent the people or equipment that perform field service tasks[31]. Time sheet entries cannot be associated to assigned resources or service resources directly.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_time_sheets_overview.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_time_sheet_entries_overview.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_assigned_resources_overview.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_overview.htm &type=5
Universal Containers’s Technicians have 12 mandatory company holidays each calendar year. Technicians need to view all of their absence records at once. Which two applications should a Consultant recommend to meet this requirement? Choose ? answers
A. Salesforce browser-based application
B. Salesforce Field Service mobile application
C. Custom mabile application
D. Salesforce mobile application
These two applications allow viewing all of the absence records at once, as they support displaying related lists on objects such as service resources or service territories. References: https://help.salesforce.com/s/articleView?id=sf.fs_absences_overview.htm &type=5
Universal Containers Technicians frequently need to request more parts from another inventory location when stock runs low. How can Universal Container Technicians achieve this for each product requested?
A. Create a Shipment and a Product request line item.
B. Create a Product Consumed and a Produc request line item.
C. Create a Product Request and a Product request line item.
D. Create a Work Order Line Item and a Product request line item.
This option allows creating a record to request products from another inventory location and adding product request line items for each product requested. References: https://help.salesforce.com/s/articleView?id=sf.fs_product_requests_overview.htm &type=5
Northern Trail Outfitters (NTO) asks its clients for feedback on every service visit. NTO wants to dispatch the appropriate Technicians based on customer feedback. What are two ways the Consultant can meet this requirement? Choose ? answers
A. Configure and add excluded and required resource Work Rules to scheduling policies.
B. Configure resource preferences on the Account or Work Order.
C. Configure and add excluded and required resource business objectives to scheduling policies.
D. Configure customer preferences on the Service Resource record.
These two ways allow dispatching the appropriate technicians based on customer feedback, as they allow defining which resources are preferred or avoided by customers or accounts. References: https://help.salesforce.com/s/articleView?id=sf.fs_resource_preferences.htm &type=5
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