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Universal Containers is implementing Field Service Lightning and wants to make sure the dispatch team receives Work Orders with appropriate resource and timeframe requirements defined. What should a Consultant implement to achieve this requirement?

A.

Work Types, Skill Routing, Skill Requirements, Operating Hours

B.

Case process, Work Types, Entitlements, and Milestones

C.

Skill Requirements, Work Types, Case Process, Milestones

D.

Work Types, Skill Requirements, Entitlements, and Milestones

Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require expedited on-site service. How should a Consultant recommend UC handle unplanned service during times of severe weather?

A.

Configure a new Service Level for immediate assignment.

B.

Postpone all lower-priority jobs and extend Due Dates.

C.

Manually flag Service Appointments as “In Jeopardy” due to weather.

D.

Configure Emergency Policy and use the Emergency Wizard.

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.

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 Work Order Escalation Rules

B.

Custom Validation Rule on Work Orders

C.

Custom Approval Process on Work Orders

D.

Custom Work Order Status with Category

Universal Containers wants to equip their field technicians with access to helpful information when they are in the field. What solution should a Consultant recommend to satisfy this requirement?

A.

Attachments on Cases.

B.

Knowledge Base on Cases.

C.

Custom Links on Work Orders.

D.

Knowledge Base on Work Orders.

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.

Call the Sales Team with the Opportunity.

C.

Create a custom filed on the Work Order.

D.

Create a Quick Action to create the Opportunity.

Universal Containers’ (UC) customers have asset scheduled to be moved between locations by field personnel. UC wants to implement a standard process focused on asset traceability. Which two object should a Consultant recommend to meet this requirement? Choose 2 answers

A.

Work Orders

B.

Assets

C.

Cases

D.

Service Appointments

Universal Containers wants to allow Field Technicians to view work progress through the Work Order Line Item card in the Field Service mobile app. How can this be supported?

A.

Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.

B.

Create a custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.

C.

Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician’s profile.

D.

Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through salesforce1.

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 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 Status filed. (can’t be done from mobile)

B.

Reschedule the Service Appointment for later. (from mobile it can only be reschedule via chatter)

C.

Update the Service Appointment Chatter feed.

D.

Update the Service Appointment field “In Jeopardy” (its not a Service Appointment field)