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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.

Assets and Entitlements.

B.

Assets and Service Contracts.

C.

Accounts and Service Contracts.

D.

Accounts and Assets

Universal Containers has external resources who only report back once a Service Appointment has been completed. All Internal resources need to report incremental progress on Service Appointments. How should a Consultant recommend implementing statuses to support these different user groups?

A.

Configure Status Transitions based on Resource Type.

B.

Limit Status Transition based on Profile.

C.

Allow Status Transitions based on Role.

D.

Block Status Transitions using a Validation Rule.

Universal Containers (UC) wants to customize Service Reports provided to customers at sign-off. Which three options are available through configuration in Field Service Lightning?

A.

Add additional page to End Section of report.

B.

Add additional field to Address Section of report.

C.

Add additional filed to General Section of report.

D.

Add additional image to Detail Section of report.

E.

Add additional dates in Date Section of report.

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 training documentation in a closed chatter group.

B.

Increase training to Sales Representatives.

C.

Publish pre-release documentation on the Customer Community.

D.

Increase training to Field Service Technicians

Which two configurations can companies add to brand the Field Service mobile app?

A.

Company logo

B.

Company Colors

C.

Company style sheets

D.

Company address

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.

Work Order Line Items require a Case for the field technician to perform the work.

B.

All Work Order Line items inherit the required Skills for the associated Asset.

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.

Universal Containers maintains their service level agreements at the customer level only. How can a Consultant ensure agents can verify coverage?

A.

Create Milestones, set up Entitlement Process, display the related List on the Work Order Page Layout.

B.

Set up Entitlement Process, set up Service Contracts, display the related List on the Contact page Layout.

C.

Create Contract Line Items, set up Entitlement Process, display the related List on the Asset Page Layout.

D.

Create Milestones, set up Entitlement Process, display the related List on the Account Page Layout.

Universal Containers is looking to implement Entitlement Management to meet the following requirements: Any employee from the customer account is eligible for support. Specific purchased products are eligible for support. What Objects should be set up for Entitlement Management?

A.

Accounts and Assets

B.

Contacts and Service Contracts

C.

Accounts and Service Contracts

D.

Contracts and Assets

The Dispatcher at Universal Containers would like to schedule Service Appointments from the Dispatcher’s Console while taking the Scheduling Policy into consideration. Which three options are available to the Dispatcher? Choose 3 answers

A.

Select a Service Appointment from the list, press the “Edit” action and allocate the Resource.

B.

Select a Service Appointment from the list and press the “Schedule” action.

C.

Select multiple Service Appointments from the list and bulk schedule them.

D.

Select a Service Appointment from the list, press the “Candidates” action, and select the best time slot.

E.

Select a Service Appointment from the list, press the “Change Status” action and “Dispatch.”

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.