Universal containers plans to deploy field service lightning to 100 external contractors. There are 75 contractors who need access to work Orders assets mobile app, and chatter. the remaining 25 contractors are paid a commission on sales of containers and need to schedule resources. Which license types and quantities should the consultant recommend?
A. 100 contractors
B. 25 contractors
75 contractors
25 contractors
C. 25 contractors
100 contractors
Explanation:
Contractors are external users who can access Field Service features such
as work orders, service appointments, assets, products consumed, etc… There are two
types of contractor licenses available: Contractor (Full Access) and Contractor (Limited
Access). Contractor (Full Access) licenses allow users to access all Field Service features
except scheduling optimization. Contractor (Limited Access) licenses allow users to access
only work orders assigned to them or their crew members via mobile app or web browser[
22. Universal Containers should deploy 25 Contractor (Full Access) licenses to contractors
who need to schedule resources and 75 Contractor (Limited Access) licenses to
contractors who need access to work orders, assets, mobile app, and chatter.
References:
https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_overview.htm&typ
e=5
https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_license_types.htm
&type=5
https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_full_access_licen
se_features.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_limited_access_li
cense_features.htm&type=5
Universal Containers (UC) wants to track the Asset lifecycle when equipment has been What should a Consultant recommend to meet this requirement?
A. Add the field history tracking related list to the Asset Page and configure the Product Request object,
B. Add the Related Asset related list to the Asset Page and configure the Product Request object
C. Add the Related Asset related list to the Asset Page and configure the Asset Relationship object.
D. Add the field history tracking related list to the Asset Page and configure the Asset Relationship object.
Explanation:
Assets are records that represent products or equipment that customers have purchased or
installed[174]. Related Assets are records that track the relationships between assets such
as parent-child or swap[175]. Product Requests are records that track the products or parts
that are requested, transferred, or returned for a service appointment[176]. Adding the
Related Asset related list to the Asset Page and configuring the Product Request object
would allow Universal Containers to track the Asset lifecycle when equipment has been
swapped out by creating related asset records for swapped assets and creating product
request records for transferring or returning assets[177]. Adding the field history tracking
related list to the Asset Page would not track the Asset lifecycle when equipment has been
swapped out. Field history tracking is a feature that allows tracking changes to specific
fields on an object over time[178]. Configuring the Asset Relationship object would not
track the Asset lifecycle when equipment has been swapped out. Asset Relationship is an
object that defines the types of relationships between assets such as parent-child or
swap[179].
References:
https://help.salesforce.com/s/articleView?id=sf.asset.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_related_assets_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_product_requests_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_related_assets_swap.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.field_history_tracking.htm&type=5
https://developer.salesforce.com/docs/atlas.enus.api.meta/api/sforce_api_objects_assetrelationship.htm
Universal containers has a large volume of cancellations occurring on their Work Orders. The COO wants to manage Work Order cancellations and subsequent follow-ups. Which two options should a Consultant recommend? Choose 2 answers.
A. Change the Work Order with a closed status of “Cancelled.”
B. Change the Work Order with a status of “New.”
C. Re-use the existing Work Order for the follow-up.
D. Create a child Work Order for the follow-up Work Order.
Explanation:
Changing the Work Order with a closed status of “Cancelled” allows tracking Work Order
cancellations and subsequent follow-ups using reports or dashboards based on Work
Order status field values[23. Re-using the existing Work Order for the follow-up allows
maintaining the relationship between the original customer request and the follow-up action
without creating duplicate records[24. Changing the Work Order with a status of “New”
would not indicate that it was cancelled before. Creating a child Work Order for the followup Work Order would create an unnecessary hierarchy of Work Orders that could
complicate reporting and scheduling.
References:
[23.
https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5 [24.
https://trailhead.salesforce.com/en/content/learn/modules/field-service-lightningbasics/field-service-lightning-work-orders
At Northern Trail Outfitters (NTO), agents are expected to complete a variety of tasks. They create cases and work orders, and need Read access to work types and work rules. They also book and manage appointments, assign mobile resources, and optimize their mobile workforce's schedule. What is the best permission set{s) a consultant should recommend assigning to NTO agents?
A. Dispatcher
B. Agent and Resource
C. Agent
D. Mobile, Agent, and Resource
Explanation:
The Agent permission set gives access to create cases and work orders,
view work types and work rules, book and manage appointments, assign mobile resources,
and optimize schedules.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_permission_sets.htm&type=5
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
A Dispatcher notices that the Crew assigned to a Service Appointment is missing a skill for the work assigned. How can the Dispatcher update the Service Crew to meet those requirements?
A. Create a new Service Appointment with a different Crew.
B. Edit the Service Appointment and add a néew Service Resource.
C. Update the Service Crew on the Service Appointment’s Work Type.
D. Use the Crew Management tool to add Service Resources to the Crew.
Explanation:
This option allows updating the service crew to meet the skill requirements
by adding service resources to the crew using a drag-and-drop interface.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_crew_management_tool.htm&type=5
When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there are no milestones listed when viewing the record. How should this issue be resolved?
A. Make sure the case entitlement record is being shared with the service resource.
B. Add work order milestones after the case milestones to the entitlement process.
C. Ensure the work order entitlement is related to the same process as the case entitlement.
D. Create a separate entitlement process associated to the work order object.
Explanation:
An entitlement process is a timeline that shows every step and milestone
involved in delivering support to a customer. To use milestones on work orders, a separate
entitlement process associated to the work order object must be created and activated.
Modifying the user’s profile, updating public group membership, or assigning a Field
Service Mobile License to the user would not enable milestones on work orders.
References:
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_create.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.
Universal Containers sells products that are made up of senalized components. Technicians often need to work on a specific component. How should a Consultant recommend tracking customer purchases so Work Orders can be assigned to a component?
A. Use Work Orders and define a hierarchy.
B. Use Products and Product Families.
C. Use Assets and define a hierarchy.
D. Use Orders and Order Products.
Explanation:
This option allows tracking customer purchases of serialized components as
assets and defining parent-child relationships between them. References:
https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm&type=5
Universal container needs to verify that a repair job has been completed to the customer satisfaction before an invoice can be generated Which two items should the consultant consider? Choose 2 answers
A. Generate service in the organization's default language
B. Send a feedback survey to the customer when a service appointment is completed
C. Configure signature blocks for service report templates
D. Add service reports templates to the appropriate repair work type
Explanation:
Service reports are documents that summarize the details and outcomes of a service
appointment such as work performed, products consumed, customer feedback, etc.[25].
Configuring signature blocks for service report templates allows capturing customer
signatures as proof of job completion before generating invoices[26]. Adding service report
templates to the appropriate repair work type allows automatically generating service
reports based on the work type of the service appointment[27]. Generating service in the
organization’s default language would not verify that a repair job has been completed to the
customer satisfaction. Sending a feedback survey to the customer when a service
appointment is completed would not ensure that an invoice can be generated.
References:
https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_signature_blocks.htm&ty
pe=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_work_types.htm&type=5
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