Salesforce Field Service Lighting Certification Practice Exam - Q & A

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Salesforce Field Service Lighting Certification Practice Exam - Q & A Universal Containers utilizes two contractors, Contractor 1 and Contractor 2, to perform repair work, Contractor 1 has provided ... service longer for Universal Containers and is considered to have more repair work expertise than Contractor 2. How should a Consultant configure this expertise for Contractor 1 versus Contractor 2? A. Assign Contractor 2 as an excluded Resource. B. Assign Contractor 1 and 2 different capacities for repair work. C. Assign Contractor 1 as a Preferred Resource. D. Assign Contractor 1 and 2 different Skill Levels for repair Work Type. 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. 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 wants to ensure that only Field Technicians with a specialized certification are sent Work Orders of a specific type. In which two ways can a Consultant ensure the correct Resources are assigned to Work Orders? Choose 2 answers. A. Implement Work Types and Skill Assignments. B. Implement Assignment Rules and Work Orders. C. Assign Skills and Skill Levels to Users. D. Assign Skills and Skill Levels to Resources. A Dispatcher at Universal Containers has just been informed that one of their field employees, who has five services schedules for today, called in sick. How should the workload be assigned to other Field Technicians? A. Drag and drop the Service Appointments to other available Resources and run Optimization. B. Ask the Customer Service Rep to call the customers and manually re-schedule for another day. C. Change the Scheduling Policy to "High Intensity" and activate the Background Optimization process. D. Update the Resource a not available, select the affected Service Appointments, and press "Schedule." Universal Containers is experiencing an issue where Technicians are repeatedly called back to a job that has been completed in the past. How should a Consultant recommend this information be tracked? A. Create a new Work Order and relate it to the previous Work Order. B. Create a new Work Order and relate it to the Customer. C. Update a field called "Repeat Call" on the initial Work Order. D. Create new Work Order Line Items under the initial Work Order. Universal Containers is expecting the amount of work to increase significantly over the next three weeks. They have decided to engage a new third-party Contract Provider to help with the additional work. How should a Consultant recommend Configuring the new Contractor? A. Create a Capacity-based Resource and delete that Resource after three weeks. B. Create a Resource and give them 24-hour availability for the next three weeks. C. Create a Capacity-based Resource and give them 24-hour availability for the next three weeks. D. Create a Capacity-based Resource and give them Capacity for the next three weeks. Universal Containers wants to process mobile payments. How can this requirement be met? A. Attach a picture of the credit card B. Add a custom filed to store the credit card number C. Create a custom payments object D. Install an AppExchange package. Universal Containers provides multiple service types (i.e, Installation, Maintenance, Break/Fix, etc). Each Service requires a variety of skills and certifications in order for a resource to excel. Which two configurations should a Consultant implement to meet this requirement? Choose 2 answers A. Create Multiple Work Orders Line Items per service. B. Select the relevant Work Types for each Resource. C. Assign the appropriate Skills to Resources. D. Use Work Types with required Skills. Universal Containers wants to have more control over the geography in which their Technicians are performing work. What capability should a Consultant enable? A. Service Territories B. Geotracking C. Territory Management D. Location Management 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. Universal Containers (UC) is using Field Service and has customer meetings at UC's offices. When booking meetings, they would like them to begin on hour, every hour, between 9am-5pm. How can this be achieved? A. Use Territory-specific Operating Hours. B. Use Customer Operating Hours. C. Use Multiple Operating Hours with Slots for each hour. D. Use Exact Appointments on the Work Types. Universal Containers would like to report on the volume of products installed within a specific timeframe. What solution will help meet the customer's requirement? A. Utilize a Work Order related list on Asset. B. Utilize a custom "Installation Date" field on Asset. C. Utilize Field History Tracking on Asset. D. Utilize the standard "Installation Date" field on Asset. Universal Containers wants to give Field Technicians the ability to create follow-up appointments if they are unable to complete w Work Order due to missing inventory. What should a Consultant implement to meet this requirement? A. Implement a Macro to generate Service Appointments on the existing Work Order. B. Implement a Quick Action to create a new Work Order Line Item on the existing Work Order. C. Implement a Quick Action to create a new Service Appointment on the existing Work Order. D. Implement a Custom Button to Create a Service Appointment on the existing Work Order. Universal Containers wants to provide a pro-formal invoice to their customer at the completion of a Work Order. Which three should a Consultant set up in order to achieve this requirement? A. Create Account-wide Discounts. B. Apply Promotion to the Work Order. C. Apply Price Book to the Work Order. D. AppCreate Products and Price Book Entries. E. Create Work Order Line Items with Products. Which three overview cards does the Field Service mobile app provide as context to Technicians on upcoming Service Appointments? (Choose three.) A. Product Catalog B. Site Details C. Asset History D. Contact E. Address Universal Containers wants to track the work that is performed on the customer's install base. What object relationship should the Consultant focus on to meet this requirement? A. Products to Accounts B. Assets to Products C. Work Orders to Assets D. Work Orders to Products Universal Containers is evaluating a strategy for reducing the cost of service using automated scheduling. Which two approaches will contribute to this goal? Choose 2 answers A. Reduced Work Orders per Shift. B. Reduced Overtime per Work Order. C. Reduced Travel Time per Work Order. D. Reduced Absences per Employee. Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country. What Price Book structure is recommended? A. Utilize a custom Price Book specific to each country. B. Utilize the standard Price Book with pricing rules applied. C. Utilize a custom Price Book with pricing rules applied. D. Utilize a standard Price Book specific to each country. What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences? A. Service Objectives and Work Types B. Service Objectives and Work Rules C. Service Levels and Work Rules D. Service Contracts and Service Levels. Universal Containers wants 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 2 answers A. Products Required for Service Resources B. Products Required for Service Appointments C. Products Required for Work Order Line Items D. Products Required for Work Orders Universal Containers has a Partner Community. Work Orders are assigned to these partners. Partners are not interacting with Service Appointments or Service Resources. How would a Partner user update the Work Order record from a mobile device? A. Field service mobile app B. Salesforce mobile app C. Work Order records cannot be updated on a mobile device D. Salesforce Touch 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. Universal Containers has an initiative to reduce their carbon footprint. What factor should a Consultant recommend using in a Scheduling Policy to meet the above requirement? A. Give the Minimize Travel Service Objective the highest weight. B. Remove the ASAP Service Objective. C. Remove the Match Location Work Rule. D. Add the Maximum Travel From Home Work Rule. [Show More]

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