Salesforce.

Field-Service-Lightning-
Consultant.v2021-07-03.q96

Exam Code: Field-Service-Lightning-Consultant

Salesforce Certified Field Service Lightning Consultant
Exam Name:
(SU18)
Certification Provider: Salesforce
Free Question
96
Number:
Version: v2021-07-03
# of views: 106
# of Questions views: 1017
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Consultant.v2021-07-03.q96.html

NEW QUESTION: 1
universal container UC want to track the asset lifecycle when equipment has been
snapped out What should a consultant recommend to meet this requirement?
A. Add the field history tracking related list to the assets page and configure the asset
relationships object
B. Add the related asset related list to the asset page and configure the product request
object
C. Add the field history tracking related list to the asset page and configure the product
request object
D. Add the related asset related list to the asset page and configure the asset relationships
object
Answer: (SHOW ANSWER)

NEW QUESTION: 2
Universal Containers (UC) wants to better understand their service business and Field
Service Technician terms' schedules. A Consultant suggested UC start to forecast and
plan. Which two abilities does forecasting and planning provide?
A. Proactively adjust Service Contracts.
B. More consistently meet customer response times.
C. Proactively adjust to address demand fluctuations.
D. More accurately assign Work Orders based on skills.
Answer: (SHOW ANSWER)
NEW QUESTION: 3
Universal Containers wants Field Technicians to capture customer authorization via a
signature through Salesforce mobile app.
What should a Consultant recommend?
A. Create an Approval Process from the Service Appointment for the customer's
Authorization.
B. Create a Quick Action on the Service Appointment to launch a Visualforce signature
page.
C. Create a custom text field to capture the customer's signature on Salesforce mobile
app.
D. Create a Checkbox on the Service Appointment that will capture the customer's
Authorization.
Answer: D (LEAVE A REPLY)

NEW QUESTION: 4
A Dispatcher notices that the Crew assigned to a Service Appointment is missing a skill
requirement for the appointment.
How can the Dispatcher update the Service Crew to meet those requirements?
A. A Create a new Service Appointment with a different Crew.
B. Edit the Service Appointment and add a new Service Resource.
C. Use the Crew Management tool to add Service Resources to the Crew.
D. Update the Service Crew on the Service Appointment's Work Type.
Answer: (SHOW ANSWER)

NEW QUESTION: 5
when completing a work order in the field, the technician needs to capture two signatures
to ensure compliance.
Which steps are needed to configure the signatures capture?
A. create relevant signature types and add signature blocks to the service report template.
B. create two service reports and add one signature block to each
C. create two costume fields for the service appointment and use flows to capture each
signature
D. create a flow that adds tow signature blocks when the service report is generated
Answer: A (LEAVE A REPLY)

NEW QUESTION: 6
each container consists of multiple parts that are tracked by assets records.
Universal container customers usually wait until several parts need service before
requesting the technician come on a site to save money on the service charges How
should consultants configure the field service lightning to track the work performed?
A. Create a work order for all assets being serviced and work order line item for each
product consumed
B. Create a work order and work order line item for each asset being serviced
C. Create a work to type automatically create relevant line time for each asset
D. Create a work order for each asset being serviced
Answer: B (LEAVE A REPLY)

NEW QUESTION: 7
An employee at Universal Containers performs the role of a Dispatcher and a Technician.
How should a Consultant configure Salesforce Field Service to support this behavior?
A. Create one Service Resource and assign the relevant Permission Set Licenses.
B. Create two Service Resources and assign them to the employee.
C. Create one Service Resource and assign the Technician and Dispatcher role.
D. Create two Skills records and assign them to the Service Resource record.
Answer: (SHOW ANSWER)

NEW QUESTION: 8
Universal containers has enabled field service lightning and wants to enable milestones for
work orders.
What should a consultant take into consideration?
A. Creating entitlements for cases and work orders must be separated.
B. Creating entitlements for work orders requires a custom lightning component.
C. Creating milestones for work orders requires an entitlement for case.
D. Creating milestone trackers requires a custom lightning component.
Answer: (SHOW ANSWER)

NEW QUESTION: 9
Universal containers requires trained inspectors to make three site visits per year to
inspect containers sites. These visits must be scheduled within 14 days of the inspection
due date.
What are two ways s consultant can configure maintenance plans to meet the
requirement? Choose 2 answer
A. Associate a work type called site visit to a maintenance plan.
B. Associate a required skill called site visit to a maintenance plan.
C. Auto-generate work orders with a 14-day Generation horizon.
D. Auto-generate work orders with a 14-day Generation timeframe.
Answer: A,C (LEAVE A REPLY)

NEW QUESTION: 10
Org-Wide Default sharing is set to Private in a Salesforce org.
If the Field Service Lightning User Territory feature is enabled, which three objects will be
visible to users who are part of the User Territory?
Choose 3 answers
A. Service Resources
B. Work Orders
C. Resource Absences
D. Work Types
E. Accounts
Answer: C,D,E (LEAVE A REPLY)

NEW QUESTION: 11
Universal Containers' (UC) Technicians identify and complete additional work when they
are at a customer site. UC wants to track the additional work using the Salesforce Field
Service mobile app.
How should the Consultant meet this requirement?
A. Create a Quick Action to create a Work Order Line Item. Add a Quick Action to the
Work Order Layout.
B. Add the Work Order Line Item related list to the Work Order page to allow creation of
additional line items.
C. Add the Work Order related list to the account to allow creation of additional line items.
D. Create a Visualforce page to create Work Order Line items. Add a Visualforce page to
the Work Order Layout.
Answer: B (LEAVE A REPLY)

NEW QUESTION: 12
universal container (uc) sells shipping Containers and container parts. UC wants to track
each customer's container and associated part for field servicing, sales, and reporting
purposes Which solution should a Consultant recommend to relate the part to a customer?
container?
A. Add the container as an asset on account and make the part internal assets
B. Create an asset hierarchy on account with container as root asset and part as the child
assets
C. Add the container as product on the account and part to the child product related list
D. Create a hierarchical relationship between the parent product container and the child
part product
Answer: B (LEAVE A REPLY)

NEW QUESTION: 13
The CFO for Universal Containers wants Work Orders to remain open until the Customer
Service Report is sent. Which two items should a Consultant implement to ensure Work
Orders cannot be closed? Choose 2 answers.
A. Custom Approval Process on Work Orders
B. Custom Validation Rule on Work Orders
C. Custom Work Order Escalation Rules
D. Custom Work Order Status with Category
Answer: B,D (LEAVE A REPLY)

NEW QUESTION: 14
Universal Containers has negotiated two key SLAS: 1) initial response and 2) overall
resolution of issues related to installed products. What combination of Salesforce features
should a Consultant recommend to support this use case?
A. Accounts and Service Contracts.
B. Assets and Entitlements.
C. Accounts and Assets
D. Assets and Service Contracts.
Answer: B (LEAVE A REPLY)

NEW QUESTION: 15
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
Answer: B,D (LEAVE A REPLY)

NEW QUESTION: 16
Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform
repair work. Contractor 1 has provided services for UC for a longer period of time and is
considered to have more repair work expertise than Contractor 2.
How should the Consultant configure the Contractors' experience?
A. Assign Contractor 1 and 2 different capacities for repair work.
B. Assign Contractor 2 as an Excluded Resource.
C. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.
D. Assign Contractor 1 as a Preferred Resource.
Answer: C (LEAVE A REPLY)

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NEW QUESTION: 17
Universal Containers is looking to implement Entitlement Management to meet the
following requirements:
1) Any employee from the customer account is eligible for support.
2) Specific purchased products are eligible for support.
What Objects should be set up for Entitlement Management?
A. Contacts and Service Contracts
B. Accounts and Assets
C. Contracts and Assets
D. Accounts and Service Contracts
Answer: (SHOW ANSWER)

NEW QUESTION: 18
In the dispatch Console, when viewing the Map, which three data elements can be
presented to the Dispatcher? Choose 3 answers
A. Service Appointments
B. Resource's Home Base
C. Resource's Travel Speed
D. Google Traffic Data
E. Service Appointment Dependencies
Answer: A,B,D (LEAVE A REPLY)

NEW QUESTION: 19
A technician needs to get replacement part for damaged inventory on them for an
upcoming job.
To which object should the technician add a product request record?
A. service report
B. work types
C. work order
D. service appointment
Answer: B (LEAVE A REPLY)

NEW QUESTION: 20
Universal Containers has a large filed service team with complex logistics process. Some
of the field service data and pricing is managed in applications outside of Salesforce. The
Consultant recommended bringing some data into Salesforce to streamline reporting for
Field Service Managers. What report would be improved by integrating financial data from
an outside system?
A. First time fix rate: The percentage of on-site service requests resolved on the first visit.
B. Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to
repair or install an asset or respond to a service call.
C. Average time to repair: The average time required to repair or install as asset.
D. Service Technician utilization: Technician wrench time per month divided by the number
of work hours in a given month.
Answer: (SHOW ANSWER)

NEW QUESTION: 21
Universal Containers wants to identify which resources need more or fewer appointments.
Which Gantt chart filter option should a Consultant recommend to provide this information?
A. Select Date Resolution on the Hours Tab.
B. Select Travel Time and Breaks as skills on the Skills Tab.
C. Select Hours, Absences and Overtime on the Utilization Tab.
D. Select Sort by Average Utilization on the Resources Tab.
Answer: D (LEAVE A REPLY)

NEW QUESTION: 22
Universal Containers (UC) uses Service Contract based Entitlements to determine their
Service Level Agreements. UC would like to track adherence to Service Contract SLAS.
Where would UC apply an Entitlement record to track the specific Service Contract SLAS?
A. Work Order
B. Account
C. Work Order Line Items
D. Service Contract
Answer: (SHOW ANSWER)

NEW QUESTION: 23
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 2 answers
A. Create skills that relate to qualifications from the skills tab end assign them to a service
resource
B. Create skills that relate to qualifications from setup and assign them to a service
resource
C. Leverage the match skills scheduling policy when scheduling appointments
D. Leverage the match skills work rule when scheduling appointments
Answer: B,D (LEAVE A REPLY)
NEW QUESTION: 24
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. Add the relevant field to the field set.
D. Create a Gantt action to highlight.
Answer: B (LEAVE A REPLY)

NEW QUESTION: 25
Universal Containers wants to reduce their mean-time-to-service. Which three Field
Service processes should a Consultant recommend to accomplish this goal? Choose 3
answers.
A. Adjust Scheduling Policy
B. Scheduling
C. Dispatching
D. Customer Entitlements
E. Knowledge Base
Answer: (SHOW ANSWER)

NEW QUESTION: 26
Universal Containers performs service which may require more than one task on a Work
Order. A Consultant has recommended Work Order Line Items to manage the task(s).
What should be considered as part of this solution to ensure tasks are dispatched?
A. All Work Order Line items inherit the required Skills for the associated Asset.
B. Work Order Line Items require a Case for the field technician to perform the work.
C. Work Order Line Items require a Service Appointment for a field technician to perform
the work.
D. Scheduled Work Order Line Items have to be completed on a daily basis or rescheduled
the end of day.
Answer: C (LEAVE A REPLY)

NEW QUESTION: 27
Universal Containers' (UC) Technicians often report seeing competitor's assets when on-
site. UC would like to run a report on which of their customers have competitive assets.
How should a Consultant recommend meeting this requirement using the Field Service
mobile app?
A. Use a Quick Action to create a Note to explain the competitor's Asset and attach it to
the Work Order.
B. Use a Macro to create a competitor Asset Record on the Field Service mobile app.
C. Manually create a competitor's Asset Record on the Field Service mobile app.
D. Use a Quick Action to create a competitor Asset Record on the Field Service mobile
app.
Answer: (SHOW ANSWER)

NEW QUESTION: 28
Universal Containers has identified a business process in which a Customer Support
Agent reviews an existing Work Order and needs to associate an additional part to the
order for the Technician to successfully complete the job.
How should a Consultant support this process?
A. Add a new Product Required to the Work Order.
B. Add a new Product Required to the Work Type. 2
C. Add a new Product Consumed to the Work Order.
D. Add a new Product Consumed to the Work Rule. Seer
Answer: B (LEAVE A REPLY)

NEW QUESTION: 29
A Universal Containers' (UC) Technician is completing a service appointment, but is
unable to finish one of the tasks defined on the Work Order Line Items because of
insufficient Inventory. Assuming UC is using the standard Work Order and Line Item status
picklist values, how should the work be recorded?
A. Mark all completed Work Order Line Items as "Completed." Mark the incomplete Work
Order Line Item as "Cannot Complete" and enter details in the Description field. Mark the
parent Work Order as "Cannot Complete".
B. Mark all completed Work Order Line Items as "Completed." Mark the incomplete Work
Order Line Item as "Cannot Complete" and enter details in the Description field. Mark the
parent Work Order as "Closed"
C. Mark all completed Work Order Line Items as "Completed." Mark the incomplete Work
Order Line Item as "Cannot Complete," and enter details in the Description filed. Mark the
parent Work Order as "Cancelled."
D. Mark all Work Order Line Items as "Cannot complete," including the incomplete Work
Order Line Item; mark the parent Work Order as "In Progress."
Answer: A (LEAVE A REPLY)

NEW QUESTION: 30
Universal Containers wants to track how much time each Technician is actively working
each day. Which two data elements should be captured in order to calculate percentage of
time spend actively working.
A. Technician hours traveling
B. Technician hours per day.
C. Technician hours at client location.
D. Technician work orders completed
Answer: (SHOW ANSWER)

NEW QUESTION: 31
Universal Containers wants to implement Service Level Agreements (SLA) for Work
Orders.
Which three considerations should the Consultant take into account?
Choose 3 answers
A. A new Entitlement Process requires selecting a single Entitlement Process Type.
B. Milestones for Work Orders can be configured in Setup.
C. An Entitlement Process must be applied to both Cases and Work Orders.
D. Milestones for Work Orders can be set up from the metadata API.
E. A single Milestone can be added to both Case and Work Order Entitlement Processes.
Answer: (SHOW ANSWER)

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NEW QUESTION: 32
Universal containers wants to assign service appointments based on the polygon of the
child service Territory in the hierarchy.
How should a consultant assign service appointments to the polygon?
A. Set the territory assignment policy to the lowest level.
B. Set the polygon assignment policy to the highest level.
C. Set the polygon assignment policy to the lowest level.
D. Set the territory assignment policy to the highest level.
Answer: A (LEAVE A REPLY)

NEW QUESTION: 33
Universal container want to offer customers a maintenance plan that provides 12 monthly
checkups the customer will call to schedule each visit How should consultant configure the
maintenance plan to meet the requirements
A. Set frequency to 1 month; generation time frame 12; Check auto generate work orderc
B. Set frequency to 1 month; generation time frame 0; uncheck auto generate work order
C. Set frequency to 1 month; generation time frame 0; Check auto generate work order
D. Set frequency to 1 month; generation time frame 12; uncheck auto generate work order
Answer: (SHOW ANSWER)

NEW QUESTION: 34
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 Quick Action to create a new Service Appointment on the existing Work
Order.
B. Implement a Custom Button to Create a Service Appointment on the existing Work
Order.
C. Implement a Quick Action to create a new Work Order Line Item on the existing Work
Order.
D. Implement a Macro to generate Service Appointments on the existing Work Order.
Answer: (SHOW ANSWER)

NEW QUESTION: 35
Universal Containers' Customers typically like to be served by the same Technician that
completed the initial installation. How should a Consultant implement this rule?
A. Add the Account as one of the Resource Skills.
B. Add the Resource as a Preferred Resource.
C. Add the Resource as a Required Resource.
D. Add all other Resources as Excluded Resources.
Answer: B (LEAVE A REPLY)

NEW QUESTION: 36
Universal Containers has Resources working in multiple countries and time zones. Each
country has different holidays and working hours as allowed by law. What should a
Consultant recommend to implement these parameters with the most flexibility possible?
A. Skills, Operating Hours, Time Slots, and Holidays.
B. Service Territories, Resource Capacity, and Business Hours
C. Service Territories, Operating Hours, and Resource Absences
D. Work Types, Resource Availabilities, and Operating Hours
Answer: (SHOW ANSWER)

NEW QUESTION: 37
Universal Containers wants to ensure that Service Appointments are dispatched to
Resources from the same Service Territory only. How can this be configured?
A. Include the Resource Availability Work Rule in the Scheduling Policy.
B. Include the Match Territory Work Rule in the Scheduling Policy.
C. Ensure the Resource's Address is in the same Match Territory as the Service
Appointments.
D. Mark the Service Territory's Resources as Required on the Service Appointments.
Answer: B (LEAVE A REPLY)

NEW QUESTION: 38
Universal Containers has noticed that with every new product release there is a rise in
customer reported Cases and a decrease in first-time fix-rate. Which two
recommendations should a Consultant make? Choose 2 answers.
A. Publish pre-release documentation on the Customer Community.
B. Increase training to Sales Representatives.
C. Increase training to Field Service Technicians
D. Publish training documentation in a closed chatter group.
Answer: (SHOW ANSWER)

NEW QUESTION: 39
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 Account will have a Service Appointment that will represent the work to be done at
the customer site.
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 Asset will have a Service Appointment that will represent the work needed for
each machine.
Answer: B (LEAVE A REPLY)

NEW QUESTION: 40
Universal Containers wants to automatically create Work order Line Items based on the
products being serviced. How can this be achieved?
A. With Entitlement Templates
B. With Workflows
C. With Work Order Types.
D. With Process Builder
Answer: (SHOW ANSWER)

NEW QUESTION: 41
technicians at Universal container use the field service lightning mobile app at a customer
site. After completing th3 work technician updates the service appointment status to
complete and save the records. Dispatcher see the appointment as dispatched on the
console instead of seeing the complete status update Which two troubleshooting steps
should a consultant take to resolve the issue?
Choose 2 answers
A. Investigate work order life cycle
B. Review service appointment automation
C. Verify the dispatcher ran the service appointment data job
D. Conform the technician mobile device is online
Answer: (SHOW ANSWER)

NEW QUESTION: 42
Which three overview cards does the Field Service mobile app provide as context to
Technicians on upcoming Service Appointments? (Choose three.)
A. Asset History
B. Site Details
C. Contact
D. Product Catalog
E. Address
Answer: B,C,E (LEAVE A REPLY)

NEW QUESTION: 43
Universal Containers wants to offer customers a Maintenance Plan that provides 12
monthly checkups. The customer will call to schedule each visit.
How should a Consultant configure the Maintenance Plan to meet this requirement?
A. Set Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work
orders.
B. Set Frequency to 1 Month; Generation Timeframe of 12; check Auto-generate work
orders.
C. Set Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work
orders.
D. Set Frequency to 1 Month; Generation Timeframe of 12; uncheck Auto-generate work
orders.
Answer: C (LEAVE A REPLY)

NEW QUESTION: 44
Universal Containers (UC) wants to generate Work Orders from their Customer Service
Cases. UC would like the Work Order to be linked to the Case and have the Customer
Service Representative select a pre-defined template for the Work Order within the Service
Console. Which two items should a Consultant recommend in order to achieve this?
Choose 2 answers
A. Use Record Types to achieve pre-defined templates.
B. Use Work Types to achieve pre-defined templates.
C. Add the Work Order Quick Action on the Account.
D. Add the Work Order Quick Action on the Case.
Answer: B,D (LEAVE A REPLY)

NEW QUESTION: 45
Universal Containers uses a complex service model that involves scheduling multiple
Service Technicians for each customer interaction (e.g., an install). How can a Consultant
ensure that a Service Technician enters the data necessary to track completed work?
A. Update the Service Appointment and its associated parent record.
B. Update the Work Order and its associated parent Account.
C. Update the Case Feed and tag the associated Service Representative.
D. Update the Work Order Line Item and its associated parent Asset.
Answer: D (LEAVE A REPLY)

NEW QUESTION: 46
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 Case, Create Service Appointment, Create Work Order, Dispatch Service
Appointment.
B. Create Service Appointment, Create Work Order, Create Case, Dispatch Service
Appointment.
C. Create Case, Create Work Order, Create Service Appointment, Dispatch Service
Appointment.
D. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
Answer: C (LEAVE A REPLY)

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NEW QUESTION: 47
When the universal container UC technician installed a product at a customer site the
technician must perform all future work for that customer Which process should the
consultant use to meet the requirements?
A. Add the resources as a required resource on the asset
B. Add the resources as a required resource on the work order
C. Add the resources as a required resource on the account
D. Add the resources as a required resource on the contact
Answer: C (LEAVE A REPLY)

NEW QUESTION: 48
A universal container 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 Consultants recommend to ensure the service with each?
container can be handled independently?
A. Add each asset to a separate work order. Create a service appointment for each a.
work order.
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 orders.
D. Add each asset to a separate work order line item. Create a service appointment for
each line items.
Answer: A,D (LEAVE A REPLY)

NEW QUESTION: 49
When a Universal Containers (UC) Technician installs a product at a customer site, the
Technician must perform all future work for that customer.
Which process should the Consultant use to meet this requirement?
A. Add the Resource as a Preferred Resource on the Work Order.
B. Add the Resource as a Preferred Resource on the Asset.
C. Add the Resource as a Required Resource on the Contact.
D. Add the Resource as a Required Resource on the Account.
Answer: D (LEAVE A REPLY)

NEW QUESTION: 50
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. Assign Skills and Skill Levels to Users.
B. Implement Work Types and Skill Assignments.
C. Assign Skills and Skill Levels to Resources.
D. Implement Assignment Rules and Work Orders.
Answer: (SHOW ANSWER)

NEW QUESTION: 51
What set of configurations make up Scheduling Policies and let companies adhere to their
business constraints and preferences?
A. Service Contracts and Service Levels.
B. Service Objectives and Work Rules
C. Service Objectives and Work Types
D. Service Levels and Work Rules
Answer: (SHOW ANSWER)

NEW QUESTION: 52
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 contractor manager as a capacity-based service resource.
C. Create the contractor manager as a crew service resource.
D. Set the individual technicians as capacity-based service resources.
Answer: B (LEAVE A REPLY)

NEW QUESTION: 53
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 Work Order Line Items to link to a specific Asset within the Asset Hierarchy that
represents the BoM.
B. Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached
to Work Order.
C. Use of Standard Reports to view Parent and Root Work Order Lines Items within Work
Orders by Customer.
D. Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.
Answer: A,D (LEAVE A REPLY)

NEW QUESTION: 54
Northern Trail Outfitters wants to report on its Assets and reflect their attributes including
hierarchical relationships.
How should the Consultant meet this requirement?
A. Create custom reports and reference the Parent Asset and Root Asset fields.
B. Use the Assets without Products report.
C. Use standard reports and reference the Parent Asset and Root Asset fields.
D. Enable and customize the View Asset Hierarchy action.
Answer: A (LEAVE A REPLY)

NEW QUESTION: 55
a dispatcher notice that the crew assigned to a service appointment is missing a skill
requirement for the appointment.
How can the dispatcher update the service crew to meet those requirements?
A. Update the service crew on the service appointment's work type.
B. Create a new service appointment with a different crew.
C. Edit the service appointment and add a new service resource.
D. Use the crew management tool to add service resources to the crew.
Answer: D (LEAVE A REPLY)

NEW QUESTION: 56
Universal Containers wants their Field Technicians to indicate if any of their Service
Appointments are at risk of not being completed on time. They would like for this to be
achieved on a mobile device using a Quick Action. What should a Consultant recommend
to achieve this requirement?
A. Update the Service Appointment Chatter feed.
B. Update the Service Appointment field "In Jeopardy."
C. Update the Service Appointment Status field.
D. Reschedule the Service Appointment for later.
Answer: A (LEAVE A REPLY)

NEW QUESTION: 57
Universal container UC has 140 service resources who handle 2400 service appointment
per day How should UC define the service territories to ensure the high quality of
optimization and dispatcher experience?
A. One service territory with four polygons
B. Five service territories with fewer than 500 service appointment per day
C. The service territories with fewer than 50 resource
D. Two service territories that split the service resource evenly
Answer: C (LEAVE A REPLY)

NEW QUESTION: 58
Which two objects are required when configuring an optimization job?
Choose 2 answers
A. Service territory
B. Work type
C. Polygons
D. Scheduling policy
Answer: A,D (LEAVE A REPLY)

NEW QUESTION: 59
Universal containers wants to dispatch emergency work identified throughout the day that
needs to completed before lower-priority work.
What should the consultant recommend to meet this requirement?
A. Define a global optimization job to run hourly.
B. Create a custom Gantt action to call an apex class to reschedule appointments.
C. Apply the reshuffle action within the Gantt.
D. Write a batch apex class to unscheduled low priority work orders.
Answer: C (LEAVE A REPLY)

NEW QUESTION: 60
When should both the Root Work Order and Root Work Order Line Item fields be added to
page layouts?
A. When a service process dictates that there are more than two levels in a Work Order
Hierarchy and more than two levels in the Work Order Line Hierarchy.
B. When a service process dictates that there are two levels in a Work Order Hierarchy
and two levels in the Work Order Line Hierarchy. (Parent Work Order can be used)
C. When a service process dictates that there is a single level in a Work Order Hierarchy
and more than two levels in the Work Order Line Hierarchy.
D. When a service process dictates that there are more than two levels in a Work Order
Hierarchy and more than a single level in the Work Order Line Hierarchy.
Answer: (SHOW ANSWER)

NEW QUESTION: 61
the dispatcher at universal containers wants wants to schedule service
appointment from the dispatch console while taking the scheduling policy into
consideration Which three options are available to dispatchers?
A. Select a service appointment from the list, use the "edit" action and allocate the
Resources
B. Select a service appointment from the list, use the "candidates" action, and select the
best time slot
C. Select multiple service appointment from the list and bulk schedule them
D. Select the service appointment from the list, user the "change status" action and
"dispatch"
E. Select the service appointment from the list and the "schedule" action
Answer: B,C,E (LEAVE A REPLY)

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NEW QUESTION: 62
Which three objects are associated to the Work Type? Choose 3 answers
A. Articles
B. Products Required
C. Skill Requirements
D. Service Appointments
E. Resources
Answer: A,B,C (LEAVE A REPLY)

NEW QUESTION: 63
Universal Containers (UC) wants to deploy Knowledge to its field team.
How should UC ensure its Technicians can access Knowledge Articles offline?
A. Create a custom mobile app that syncs articles based on Service Appointment
assignments.
B. Use the Salesforce mobile app with deep linking to the Salesforce Field Service mobile
app.
C. Write a workflow that associates Articles to Work Orders based on a picklist on the
Work Order.
D. Use Work Types to assign associated Articles to Work Orders.
Answer: D (LEAVE A REPLY)
NEW QUESTION: 64
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'7
A. Field Service Lightning Scheduling License
B. Field Service Lightning Standard Permissions
C. Field Service Lightning Admin Permissions
D. Field Service Lightning Mobile License
Answer: (SHOW ANSWER)

NEW QUESTION: 65
an agent has to create a work order for a complex installation. A work order line item is
created line item is created for each required component so it can be tracked and priced
separately. However, a few of the components are only on the company's preferred price
book while the other is on the U.S price book.
Which solution should a consultant recommend so the agent can meet this requirement?
A. Create one work order for each price book and use work types to assign the price book
to work order line item.
B. Create one work order for each price book and add work order line items to the
appropriate work order based on its price book.
C. Create one work order and add work order line items based on the price book selected
on the work type.
D. Create one work order and override the price on work order line items for products on
the preferred price book.
Answer: (SHOW ANSWER)

NEW QUESTION: 66
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 Multiple Operating Hours with Slots for each hour.
B. Use Customer Operating Hours.
C. Use Exact Appointments on the Work Types.
D. Use Territory-specific Operating Hours.
Answer: D (LEAVE A REPLY)

NEW QUESTION: 67
An inventory manager at Universal Containers wants to better understand the distribution
of a critical and expensive part across all inventory locations as the part is reused and
restocked.
What should the Consultant leverage to meet this requirement?
A. Product Item
B. Assets
C. Entitlement Plan
D. Maintenance Plan
Answer: (SHOW ANSWER)

NEW QUESTION: 68
Universal Containers wants to encourage their Technicians to identify sales opportunities
in the field. Which option should a Consultant recommend?
A. Log a follow-up task on the Work Order.
B. Create a custom filed on the Work Order.
C. Create a Quick Action to create the Opportunity.
D. Call the Sales Team with the Opportunity.
Answer: C (LEAVE A REPLY)

NEW QUESTION: 69
Which three objects are associated with the work type?
Choose 3 answers
A. Products
B. Article
C. Skills
D. Resource
E. Service appointment
Answer: A,B,C (LEAVE A REPLY)

NEW QUESTION: 70
Technicians at Universal Containers use the Salesforce Field Service mobile app at
customer sites. After completing work, the Technician updates the Service Appointment
status to Complete and saves the record. Dispatchers see the appointment as Dispatched
on the console instead of seeing the Complete status update.
Which two troubleshooting steps should a Consultant take to resolve the issue?
Choose 2 answers
A. Verify the Dispatcher ran the Service Appointment data Job.
B. Confirm the Technician's mobile device is online.
C. Investigate the Work Order lifecycle.
D. Review Service Appointment automation.
Answer: B,D (LEAVE A REPLY)
NEW QUESTION: 71
Dispatches at Universal Containers want to ensure the Resource being assigned to a Work
Order has the correct training. What should a Consultant implement to accomplish this
requirement?
A. Set up Service Locations, Set up Location Skills, Define Work Types
B. Set up Skill Requirements, Define Work Types, Set up Routing Rules.
C. Define Skills, Set up Skill Requirements, and Set up Resources Skills
D. Define Work Types, Define Work Order Status, Set up Resource Skills
Answer: C (LEAVE A REPLY)

NEW QUESTION: 72
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. Update a field called "Repeat Call" on the initial Work Order.
B. Create a new Work Order and relate it to the previous Work Order.
C. Create a new Work Order and relate it to the Customer.
D. Create new Work Order Line Items under the initial Work Order.
Answer: B (LEAVE A REPLY)

NEW QUESTION: 73
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. Send a feedback survey to the customer when a service appointment is completed
B. Generate service in the organization's default language
C. Configure signature blocks for service report templates
D. Add service reports templates to the appropriate repair work type
Answer: A,C (LEAVE A REPLY)

NEW QUESTION: 74
Universal Containers wants to track the time a Service Resource spends on each step of
more complex repair Jobs. This time could include travel, prep and on-site time.
How could the Service Resource's Time Sheet be configured to track the total time spent
on each step?
A. Relate the Time Sheet Entries to the Work Order Line Item.
B. Relate the Time Sheet Entries to the Service Appointment.
C. Relate the Time Sheet to the Work Order Line Item.
D. Relate the Time Sheet to the Service Appointment.
Answer: A (LEAVE A REPLY)

NEW QUESTION: 75
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
Answer: (SHOW ANSWER)

NEW QUESTION: 76
Universal Containers Just started its Field Service Implementation and is configuring
Service Territories and Locations. The Locations need to be associated to Territories.
In which two ways should the Consultant show this relationship?
Choose 2 answers
A. Create the Service Territory Location as a Location lookup field.
B. Add the Service Territory Location Related List on the Service Territory page layout.
C. Create the Service Territory Location as a Service Territory lookup field.
D. Add the Service Territory Location Related List on the Location page layout.
Answer: (SHOW ANSWER)

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NEW QUESTION: 77
Universal Containers maintains their service level agreements at the customer level only.
How can a Consultant ensure agents can verify coverage?
A. Create Contract Line Items, set up Entitlement Process, display the related List on the
Asset Page Layout.
B. Set up Entitlement Process, set up Service Contracts, display the related List on the
Contact page Layout.
C. Create Milestones, set up Entitlement Process, display the related List on the Work
Order Page Layout.
D. Create Milestones, set up Entitlement Process, display the related List on the Account
Page Layout.
Answer: (SHOW ANSWER)

NEW QUESTION: 78
Geolocation tracking is enabled for universal container's for technician but should apply to
full time employees How can Geolocation tracking for contractors to be disabled?
A. Add the exclude technician from Geolocation tracking permission to a permission set
and assign it to a contractor
B. Unchecked the geocoding field on the contractor's profile
C. Unchecked the collect service resources Geolocation history field in field service mobile
settings
D. Set the Geolocation update frequency field to zero for contractors
Answer: A (LEAVE A REPLY)

NEW QUESTION: 79
Universal Containers sells products that are made up of serialized components. Field
Technicians often need to work on a specific component. How should a Consultant
recommend tracking the products a customer buys so Work Orders can be assigned to a
component?
A. Use Assets and define a hierarchy.
B. Use Work Orders and define a hierarchy.
C. Use Orders and Order Products.
D. Use Products and Product Families.
Answer: C (LEAVE A REPLY)

NEW QUESTION: 80
Universal Containers has Role-based Technicians and Managers who handle Service
Appointments. Many times, Technicians arrive on-site but are unable to gain access to the
customer's equipment. In this scenario, only the Manager has permission to cancel the
Service Appointment. How should a Consultant recommend adhering to this business
process?
A. Allow Status Transitions based on Role.
B. Assign Permission Sets that allow Status Transitions.
C. Configure Status Transitions based on Resource Type.
D. Limit Status Transitions based on Profile.
Answer: (SHOW ANSWER)

NEW QUESTION: 81
universal container requires trained inspectors to make 3 site visits per year to inspect the
container customers' sites. These visits must be scheduled within 14 days of inspection
due date.
What are two ways a Consultant can configure maintenance plans to meet the
requirements?
Choose 2 answers
A. Associate work type called site to maintenance plan
B. Auto generate work order with 14-day generation time frame
C. Auto generate work order with a 14 days generation horizon
D. Associate a required skill call site visits to maintain plans
Answer: A,C (LEAVE A REPLY)

NEW QUESTION: 82
some technicians report that they are unable to login to the field service lightning mobile
app. The Consultant confirmed that the technician has field service lightning resource
license and field service lightning resource permission assign to them How should a
consultant provide access to FSL mobile app?
A. Update the public group membership
B. Modify the user record
C. Modify the user profile
D. Assign a permission set
Answer: (SHOW ANSWER)

NEW QUESTION: 83
Universal Containers is receiving increased complaints about incomplete Work Orders.
What option should a Consultant recommend to improve this situation?
A. Implement Validation Rules and Signature Capture.
B. Send an email CSAT survey.
C. Change the Scheduling Rules.
D. Decrease Resource Rant Score.
Answer: (SHOW ANSWER)

NEW QUESTION: 84
Universal Containers offers 2-hour versus 4-hour appointment booking windows for Gold
versus Standard Customers. What should a Consultant recommend to offer appropriate
appointment booking windows?
A. Service Due Date
B. Customer Working Hours
C. Service Urgency
D. Customer Entitlement
Answer: D (LEAVE A REPLY)
NEW QUESTION: 85
Which three factors should the consultant consider when recommending a routing option?
Choose 3 answers
A. Aerial routing computes the shortest distance between two locations based on a
straight-line route
B. Aerial routing is used if a service appointment requires a travel distance of more than
200 kilometres
C. Multiday work schedule only aerial routing.
D. Aerial Routing is used if a service appointment requires a travel distance of more than
100 kilometres
E. Street level routing incorporates Google map api and run faster than aerial routing
Answer: (SHOW ANSWER)

NEW QUESTION: 86
the org -wide default sharing for a service appointment Is set to private If the service
appointment is cancelled, which users will have visibility to the record?
A. owner of service appointment and members of user territory
B. assigned resources, owner of service appointment and members of user territory
C. owner of service appointment and members of service territory
D. assigned resources, owner of service appointment and members of service territory
Answer: A (LEAVE A REPLY)

NEW QUESTION: 87
Universal Containers wants their Technicians to record an Asset Number using a barcode
scanner when completing Work Orders. What field types should be configured to capture
this information?
A. Text
B. Barcode
C. Formula
D. Number
Answer: A (LEAVE A REPLY)

NEW QUESTION: 88
time sheet entries can be associated to which two objects? Choose 2 answer
A. assigned resources
B. Service resource
C. Work order
D. Work order line item
Answer: C,D (LEAVE A REPLY)
NEW QUESTION: 89
The org-wide default sharing for a service appointment is set to be private If service
appointment is cancelled, which users will have visibility to record?
A. Owner of service appointment and member of user territory
B. Assigned resources, owners of service appointment and member of service territory
C. Assigned resources, owner of service appointment and member of user territory
D. Owner of service appointment and member of service territory
Answer: A (LEAVE A REPLY)

NEW QUESTION: 90
Universal Containers provides 24/7 service support to its customers. However, their Field
Service Technicians have specified working hours. Which two items should the Consultant
create? Choose 2 answers.
A. Create operating hours for the Service Appointment.
B. Create operating hours for the Optimization Engine.
C. Create operating hours for the Service Territory.
D. Create operating hours for the Service Resource.
Answer: C,D (LEAVE A REPLY)

NEW QUESTION: 91
Approximately 70% of Universal Containers' site visits are inspections and quotation
sessions that take roughly the same amount of time and same set of resource skills to
complete. What should a Consultant recommend to streamline the creation of these work
orders?
A. Train Technicians to use Duplicate Work Order feature.
B. Launch the Work Order Standardization Wizard.
C. Create Work Types for use on Work Orders
D. Create a standard set of Work Order Line Items.
Answer: C (LEAVE A REPLY)

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NEW QUESTION: 92
universal container want to dispatch group of service appointment to there technician the
number of service appointment dispatched at the time varies among different services
territories Which two settings should a consultant enable to ensure the service
appointments?
are dispatched correctly?
A. Set the number of services to drip feed on the service territories
B. Enable drip feed dispatching in field service settings
C. Enable sharing or dispatch service appointments
D. Set the service appointment to dispatch in the field service settings
Answer: (SHOW ANSWER)

NEW QUESTION: 93
Universal Containers (UC) wants to track the full lifecycle of their Cases. UC defines a
Case as resolved when all interactions with the customer are complete. How can a
Consultant ensure that Cases are closed when all Work Orders associated to the Case are
complete?
A. Use Process Builder to close the Case when the Work Order is created.
B. Use Workflow to close the Case when the Work Order is dispatched.
C. Use Workflow to close the Case when all Work Orders are closed.
D. Use Process Builder to close the Case when all Work Orders are closed.
Answer: D (LEAVE A REPLY)

NEW QUESTION: 94
When completing a Work Order in the field, the Technician needs to capture two
signatures to ensure compliance.
Which steps are needed to configure the signature capture?
A. Create two custom fields for the Service Appointment and use Flows to capture each
signature.
B. Create two Service Reports and add one Signature Block to each Report.
C. Create relevant Signature Types and add Signature Blocks to the Service Report
Template.
D. Create a Flow that adds two Signature Blocks when the Service Report Is generated.
Answer: C (LEAVE A REPLY)

NEW QUESTION: 95
Universal Containers wants to process mobile payments. How can this requirement be
met?
A. Create a custom payments object
B. Attach a picture of the credit card
C. Add a custom filed to store the credit card number
D. Install an AppExchange package.
Answer: D (LEAVE A REPLY)

NEW QUESTION: 96
To ensure that preventative maintenance work can be completed on time. Universal
Containers wants to automatically generate Work Orders 14 days before the next
suggested maintenance date.
How should the Consultant meet this requirement?
A. Define a generation horizon of 20,160 minutes.
B. Define a generation timeframe of 14 days.
C. Define a generation horizon of 14 days.
D. Configure Auto-generate Work Orders to True.
Answer: (SHOW ANSWER)

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