A consultant has implemented user territories at Northern Trail Outfitters (NTO) in a private sharing model. A new Midwest Service Territory has been created. Which two actions should NTO take to give the dispatcher access to all relevant Midwest records? Choose 2 answers
A. Create a new user territory associated with the Service Territory and dispatcher.
B. Configure and run the User Territory Sharing Job in Field Service Settings.
C. Assign a new user territory and add each of the assigned service resources.
D. Add the resources assigned to the Service Territory's Member related list.
Explanation:
User Territories are records that associate users with service territories for sharing purposes[90]. Creating a new user territory associated with the Service Territory and dispatcher would allow giving access to all relevant Midwest records by linking them with their corresponding service territory[91]. Configuring and running the User Territory Sharing Job in Field Service Settings would allow updating sharing rules based on user territories automatically at regular intervals such as daily or weekly[92]. Assigning a new user territory and adding each of the assigned service resources would not give access to all relevant Midwest records
A mobile technician uses parts present in their van to complete an on-site customer installation. The technician has marked the service appointment and work order as completed. They want to record the parts used in completing the job and adjust their van stock. Where should the technician record this information?
A. The Product Item Transactions Related List on the Product Item
B. The Work Order Line Item associated with the completed Work Order
C. The Products Consumed section on the Work Order
D. The Product Request Line Item associated with the Product
Explanation:
The Products Consumed section on the Work Order allows the technician to record the products used and adjust the inventory levels of their van stock. The Product Item Transactions Related List on the Product Item shows the history of product movements, but does not allow recording new transactions. The Work Order Line Item associated with the completed Work Order shows the products required, but not the products used. The Product Request Line Item associated with the Product shows the products requested, but not the products consumed. References: https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_product_item_transactions.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_product_request_line_items.htm &type=5
Universal Containers has a call center that responds to requests from customers and schedules time for Field Service Engineers (FSEs) to perform work on assets owned by the client. Call Center Agents are responsible for booking appointments. Which permission set license should be assigned to the Call Center Agents?
A. FSL Resource License
B. FSL Admin License
C. FSL Agent License
D. FSL Dispatcher License
Explanation:
This option allows booking appointments, creating work orders, and viewing work types
and work rules, which are the tasks that call center agents are responsible for. References:
https://help.salesforce.com/s/articleView?id=sf.fs_permission_sets.htm&type=5
Universal Containers (UC) provides services to multiple machines installed at customer sites. Each machine has different issues that need to be fixed. UC wants to track progress, different parts used, and time spent on each machine when dispatching a Technician. How should the Consultant meet these requirements?
A. Each Asset will have a Service Appointment that will represent the work needed for each machine.
B. Work Orders will have multiple Work Order Line Items. Each Work Order Line Item will be linked to the Asset and have a Service Appointment.
C. Work Orders will have multiple Service Appointments. Each Service Appointment will be linked to the Asset.
D. Each Account will have a Service Appointment that will represent the work to be done at the customer site.
Explanation:
This option allows tracking the required work for each machine separately,
and scheduling a service appointment for each work order line item. References:
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5
universal container wants its technician to follow a standard operating procedure (S O P) while performing maintenance on an individual asset. Each operation should be captured independently to allow technician to enter note and update status they progress with the work preventative maintenance should be with a single visit Which data model should the consultant recommend to the universal container?
A. Work order to represent the preventative maintenance on the asset - work order line item to represent the different operations - service appointment to represent the visit
B. Service appointment to represent ante the preservative maintenance on the asset - work order line item to represent the different operations - work order to represent the visit
C. Work order to represent the preventative maintenance on the asset - service appointment to represent the different operations - work order line item to represent the visit
D. Work order line item represent the preventative Maintenance on the asset - work order represent the different operations- service appointment to represent visit
Explanation:
Work Orders are records that track customer requests for service such as
repairs or maintenance[87]. Work Order Line Items are records that track specific tasks or
products related to a work order[88]. Service Appointments are records that track the date,
time, duration, and assigned resource for a work order or work order line item[89]. Using
this data model would allow Universal Containers’ technicians to follow a standard
operating procedure while performing maintenance on an individual asset by creating
different work order line items for different operations and capturing notes and status
updates for each line item. It would also allow scheduling and dispatching one service
appointment for one visit. Service appointment to represent preventative maintenance on
the asset - work order line item to represent the different operations - work order to
represent the visit would not work because service appointments cannot be related directly
to assets. Work order line item represent preventative Maintenance on the asset - work
order represent the different operations- service appointment to represent visit would not
work because work order line items cannot be related directly to assets.
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
AW Computing technicians use the field service mobile application exclusively since they are always in the field. Due to frequent schedule changes, the technician should only see one job at a time on the app. How should the field service administrator ensure this requirement is met?
A. Instruct the dispatcher to only dispatch one work order to each technician at a time.
B. Set Send Appointment Notifications on Dispatch in the mobile settings to one.
C. Enable drip feed to dispatch one service appointment per technician at a time.
D. Set up auto dispatch to dispatch one work order for each technician at a time
Explanation:
Drip feed is a feature that automatically dispatches service appointments to
resources based on predefined criteria and time intervals. By enabling drip feed, the
system can dispatch one service appointment per technician at a time, and adjust their
schedule accordingly.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_drip_feed.htm&type=5
Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require expedited on-site service. How should a Consultant recommend UC handle unplanned service during times of severe weather?
A. Postpone all lower-priority jobs and extend Due Dates.
B. Configure an Emergency Policy and use the Emergency Wizard.
C. Manually flag Service Appointments as "In Jeopardy” due to weather.
D. Configure a new Service Level for immediate assignment.
Explanation:
This option allows handling unplanned service during times of severe
weather by creating a policy that overrides the existing scheduling policy and using a
wizard to reschedule service appointments based on the emergency policy. References:
https://help.salesforce.com/s/articleView?id=sf.fs_emergency_wizard.htm&type=5
Universal Containers (UC) wants to schedule Work Orders only if Technicians have the necessary qualifications to complete the designated work. In which two ways can UC achieve this? Choose ? answers
A. Leverage the Match Skills Work Rule when scheduling appointments.
B. Leverage the Match Skills Scheduling Policy when scheduling appointments.
C. Create Skills that relate to qualifications from Setup and assign them to a Service Resource.
D. a Create Skills that relate to qualifications from the Skills tab and assign them to a Service Resource.
Explanation:
These two options allow creating skills that represent qualifications and
assigning them to service resources and work orders, and using a work rule to match skills
when scheduling appointments. References:
https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm&type=5
Universal Containers has dispatchers who can set up new territories, define new schedule policies, and control settings on the Gantt chart. In addition to Field Service Lightning Dispatcher Permissions and the Field Service Lightning Dispatcher License, which permissions should a Consultant assign to the dispatchers?
A. Field Service Lightning Mobile License
B. Field Service Lightning Admin Permissions
C. Field Service Lightning Scheduling License
D. Field Service Lightning Standard Permissions
Explanation:
Field Service Lightning Admin Permissions are required to set up new territories, define
new schedule policies, and control settings on the Gantt chart. These permissions allow
users to access and modify field service settings and objects.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_permissions.htm&type=5
Universal Containers wants to standardize creation of Work Orders. Historically, Work Orders have been set up with the incorrect skills and estimated time to completion. What should a Consultant utilize to meet this requirement
A. Entitlement Templates
B. Entitlements
C. Work Types
D. Work Order Record Types
Explanation:
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 for Install, Break-fix, and Inspections,
Universal Containers can standardize creation of Work Orders with the correct skills and
estimated time to completion[34]. Entitlement Templates are templates that define the
terms of support for customers such as number of cases allowed or response time[35].
Entitlements are records that specify customers’ support terms based on their contracts or
warranties[36]. Work Order Record Types are record types that allow creating different
page layouts and picklist values for different types of work orders[37].
References:
https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.entitlements_templates_overview.htm&type
=5
https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_record_types.htm&type=5
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