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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Scheduling and Dispatch | 28% | - Demonstrate how to use the dispatcher console - Given a scenario, determine the appropriate dispatch and scheduling settings - Explain the difference between global, local, and emergency scheduling - Explain the usage of complex work and work capacity - Determine the appropriate optimization rules and service objectives for a scenario |
| Topic 2: Inventory and Order Management | 10% | - Explain the inventory and order management process - Distinguish between product items, product item transactions, and product requests - Given a scenario, determine the appropriate settings for product item tracking |
| Topic 3: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 4: Field Service Mobile App | 10% | - Demonstrate how to configure offline data and push notifications - Given a scenario, determine the appropriate configuration for the Field Service mobile app - Explain how to use the Field Service mobile app to perform field service tasks |
| Topic 5: Managing Work Orders | 23% | - Distinguish between work order line item types and their usage - Given a scenario, configure work order processes, parameters, and field settings - Apply the appropriate product and price book configurations for a scenario - Explain the work order lifecycle and applicable statuses |
| Topic 6: Managing Resources | 16% | - Demonstrate how to use time off to manage resource availability - Explain the relationships between service territories, operating hours, and shifts - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) |
| Topic 7: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 8: Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
1. Universal Containers wants to track Technicians' van stock using the Salesforce Field Service mobile app a ensure that Technicians report when parts are used.
Which three data elements should a Consultant recommend tracking to support these requirements?
Choose 3 answers
A) Inventory
B) Products Consumed
C) Mobile Locations
D) Products Required
E) Warehouse Locations
2. Universal containers (UC) wants to deploy knowledge to its field team.
How shouldUC ensure its technicians can access knowledge articles offline?
A) Use the salesforce Mobile App with deep linking to the field service lightning MobileApp.
B) Use work types to assign associated articles to work order.
C) Write a workflow that associates articles to work orders based on a picklist on thework order.
D) Create a custom Mobile App that syncs articles based on service appointmentassignments.
3. Universal Containers wants to 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 two.)
A) Products Required for Work Orders
B) ProductsRequired for Service Appointments
C) Products Required for Service Resources
D) Products Required for Work Order Line Items
4. 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 Urgency
B) Service DueDate
C) Customer Entitlement
D) Customer Working Hours
5. Service resources at universal container UC frequently work in more than one serviceterritory the current scheduling policy looks only at primary territory while us still want to optimizer to use the service resource primary when scheduling, UC also wants the scheduling policy to look at the resources secondary services territory Which two scheduling policy changes should a consultant recommend?
Choose 2 answers
A) Select working location enable primary on the working territories work rule
B) Remove the match territory work rule
C) Deselect workinglocation primary on the working territories work rule
D) Includes the match territory work rule
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: B | Question # 3 Answer: A,D | Question # 4 Answer: C | Question # 5 Answer: C,D |
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