A service technician at Ursa Major Solar handles yearly maintenance checks. The job usually lasts 2
to 3 hours. Due to the lack of customer availability, many appointments are cancelled or need to be
rescheduled at the last minute.
Which two features would be most helpful in aiding the dispatcher with updated schedules for
technicians?
Choose 2 answers
A, D
Explanation:
Reshuffle allows the dispatcher to automatically reschedule service appointments for a specific date
range based on the current schedule and optimization rules1
.
In-day Optimization allows the
dispatcher to optimize the schedule for a specific resource or territory based on real-time events
such
as
cancellations
or
delays2
.
Reference:
1 https://help.salesforce.com/s/articleView?id=sf.fs_reshuffle.htm&type=5 2
https://help
.salesforce.com/s/articleView?id=sf.fs_in_day_optimization.htm&type=5
Service appointments in a “cannot complete” status may indicate that an
additional part or expert assistance is needed to complete the work. Universal
containers defined that service appointments in a “cannot complete” status are unable
to be rescheduled or unscheduled for history tracking purposes.
Which two items should the consultant recommend to meet the requirement?
Choose 2 answers
B, C
Explanation:
Pinned statuses prevent service appointments from being rescheduled or unscheduled by scheduling
and optimization services3
.
Status transitions define the valid status changes for service
appointments
based
on
business
rules.
Reference: 3
https://help.salesforce.com/s/articleView?id=sf.fs_pinned_statuses.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions.htm&type=5
Universal Containers (UC) has 140 service resources who handle 2,400 service appointments per day.
How should UC define Service Territories to ensure a high quality of optimization and dispatcher
experience?
D
Explanation:
Service Territories are used to group resources and service appointments based on geographic areas
or other criteria. The recommended limit for service appointments per territory per day is 500 for
optimal
performance
and
user
experience.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_territories.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_limits.htm&type=5
Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country.
What Price Book structure is recommended?
A
Explanation:
A custom Price Book allows different prices for the same products in different markets. A standard
Price Book has the same prices for all markets. Pricing rules are not available for Field Service
Lightning.
Reference:
https://help.salesforce.com/s/articleView?id=sf.pricebook_custom.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.pricebook_standard.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_pricing.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?
C
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. Reference:
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 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
C, D
Explanation:
Work Order Line Items can be used to link to specific Assets within an Asset Hierarchy that
represents a Bill of Materials (BoM). Work Order Line Items can also be used to create a hierarchy of
tasks that need to be performed in a sequence. Standard Reports do not show Parent and Root Work
Order Line Items within Work Orders by Customer. Work Order Line Items do not automatically
inherit
the
hierarchy
of
Assets
attached
to
Work
Order.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_item_hierarchy.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_reports_dashboards.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5
Universal containers (UC) wants to deploy knowledge to its field team.
How should UC ensure its technicians can access knowledge articles offline?
B
Explanation:
Work types can be used to assign associated articles to work orders, which can be accessed offline by
technicians using the Field Service Mobile App. The Salesforce Mobile App does not have deep
linking to the Field Service Mobile App. Creating a custom Mobile App that syncs articles based on
service appointment assignments is not necessary and would require additional development and
maintenance. Writing a workflow that associates articles to work orders based on a picklist on the
work order is not recommended and would not ensure offline access. Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_overview.htm&type=5
Geolocation tracking is enabled for Universal Containers's Technicians but should only apply to full-
time employees.
How can geolocation tracking for contractors be disabled?
B
Explanation:
The Exclude Technician from Geolocation Tracking permission allows disabling geolocation tracking
for specific service resources by assigning them a permission set with this permission. Setting the
Geolocation Update Frequency field to zero for contractors would not disable geolocation tracking,
but would make it update less frequently. Unchecking the Geocoding field on the Contractor’s profile
or the Collect Service Resource Geolocation History field in Field Service Mobile Settings would not
affect
geolocation
tracking,
as
these
are
not
related
settings.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_geolocation_tracking_permissions.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_geolocation_tracking_settings.htm&type=5
One of Universal Containers' customers reported that the Technician sent to their site left without
cleaning up the work area afterward.
How can Universal Containers ensure that a different Technician is assigned all future work for that
Customer?
C
Explanation:
Excluded Resources are used to prevent certain service resources from being assigned to specific
accounts or locations based on customer feedback or preferences. Assigning the Technician to a new
Service Territory would affect all their service appointments, not just those for that Customer.
Removing the Technician as a Preferred Resource would not prevent them from being assigned to
that Customer, but would lower their priority. Creating a new Work Order Validation Rule would not
affect the scheduling or optimization of service appointments, but would only validate data entry on
work
orders.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_excluded_resources.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_territories.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_preferred_resources.htm&type=5
Universal containers products need to be traceable form the factory to customer
sites. The products are installed using disposable kits.
How should the consultant configure this?
C
Explanation:
Serialized inventory allows tracking individual product items by serial number, which is useful for
traceability from factory to customer sites. Unsterilized inventory allows tracking product quantities
without serial numbers, which is suitable for disposable kits that are not reused or returned. Creating
both products and kits as serialized or unsterilized inventory would not meet the requirement of
traceability
for
products
and
disposability
for
kits.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_serialized_inventory_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_unserialized_inventory_overview.htm&type=5
Northern Trail Outfitters is implementing drip feed dispatching. When testing the new functionality,
the drip does not dispatch appointments as expected. A consultant is engaged to troubleshoot the
issue.
What is preventing the drip feed from triggering?
D
Explanation:
Drip feed dispatching is a feature that allows dispatching service appointments gradually throughout
the day based on a drip feed rate defined for each service territory or resource. If other scheduled
jobs are dispatching appointments and exceeding the drip feed value, then the drip feed dispatching
will not trigger as expected. The appointment status going from Scheduled to Completed or being
Canceled, Completed, or Cannot Complete does not affect drip feed dispatching, as these are valid
status transitions for dispatched appointments. The default drip feed setting does not override the
drip feed rate on a service territory, but provides a fallback value if no rate is specified on the
territory
or
resource
level.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_settings.htm&type=5
in which two scenarios should a consultant recommend multi day service appointment? Choose 2
answers
A, D
Explanation:
Multi-day service appointments are used when jobs can take longer than the available resources
hours in a day or require consecutive days of work and can span over weekends. Jobs that need to be
performed at the same site on the same day of the week or require multiple stages of work
performed by different resources can be handled by single-day service appointments with
appropriate
scheduling
policies
and
optimization
rules.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_multiday_service_appointments_overview.htm&t
ype=5
A Technician at Universal Containers (UC) is responsible for servicing multiple Assets at a customer
site during a single visit. UC wants to minimize impact for the customer and consolidate work for its
Technician.
What should the Consultant recommend to meet this requirement?
B
Explanation:
A Service Appointment with a single Work Order with Work Order Line Items for each Asset allows
servicing multiple Assets at a customer site during a single visit with minimal impact for the
customer and consolidated work for the Technician[28. Creating and scheduling independent Work
Orders for each Asset, each with a Service Appointment, would create unnecessary complexity and
duplication. Creating designated Time Slots to ensure appropriate time is held to accommodate
these types of visits would not address the requirement of servicing multiple Assets. Creating a
single Work Order with Work Order Line Items for each Asset, each with a Service Appointment,
would
create
redundant
service
appointments
for
the
same
visit.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5
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
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, D
Explanation:
A generation horizon is the number of days before the maintenance plan start date that work orders
are generated. A generation time frame is the number of days before the maintenance plan end date
that work orders are generated. To ensure that work orders are generated within 14 days of
inspection due date, both the generation horizon and the generation time frame should be set to 14
days. Associating a work type called site or a required skill called site visits to maintenance plans
would not affect the timing of work order generation, but would affect the scheduling and
assignment
of
service
appointments.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm&type=5
Universal containers want technicians to view work progress through the work
order line-item card in the field service lightning mobile app.
Which configuration steps should a consultant take to meet this requirement?
C
Explanation:
A custom lightning component that displays work order progress can be created using Lightning Web
Components or Aura Components and deployed to technicians through the Field Service Mobile App
using Mobile App Extensions. Adding the work order line items related list to the work order page
layout would not show the work progress on the work order line-item card in the Field Service
Mobile App. Creating a custom visual force page or a report chart would not be compatible with the
Field
Service
Mobile
App
user
interface.
Reference:
https://developer.salesforce.com/docs/component-library/documentation/en/lwc
https://developer.salesforce.com/docs/atlas.en-us.lightning.meta/lightning/
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_extensions.htm&type=5