Universal Containers has a large volume of cancellations occurring on their Work Orders.
The COO wants to manage Work Order cancellations and subsequent follow-ups.
Which two options should a Consultant recommend? (Choose two.)
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 two.)
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?
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 three.)
What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences?
Which three overview cards does the Field Service mobile app provide as context to Technicians on upcoming Service Appointments? (Choose three.)
Universal Containers has implemented a Knowledge solution for Agents to provide Field Technicians with information necessary to complete assigned work.
Which two capabilities will now be available? (Choose two.)
Technicians earn certifications that must be renewed periodically to ensure their skills remain up-to-date.
How can these certifications be managed on the Resource?
Universal Containers would like to enforce a 48-hour SLA to ensure that Technicians perform certain follow-up activities after they leave a customer site.
The starting point of the SLA is when the Work Order Status is set to "Technician Wrap Up. " The Technician is required to provide confirmation that wrap up is completed.
Which three configurations should a Consultant implement to ensure this can be achieved? (Choose three.)
Upon arrival for a Service Appointment, the Field Service Technician reports that a team of people is required to resolve the issue.
How can the Dispatcher ensure that the required staff is assigned to the project?
Dispatchers 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?
Universal Containers wants to process mobile payments.
How can this requirement be met?
Universal Containers provides installation, repair, and consulting services. When Technicians complete the work, they need to provide different reports for the installation, repair, and consulting services.
Which two configurations should a Consultant recommend to meet this requirement? (Choose two.)
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 Field Technician from Universal Containers arrived onsite for an appointment, and unfortunately the customer was not present.
UC wants to ensure they can track these customer no-show events for future process improvement.
What process should a Consultant recommend to handle this situation?
Universal Containers has an initiative to increase customer satisfaction by committing preferred resources to accounts and providing prompt service.
Which two Scheduling Policies would assist to meet this initiative? (Choose two.)
Universal Containers provides prompt service and has multiple service levels for different customers. Over 50% of Service Appointments are created on the same day they need to be completed. As a result, a Technician's daily schedule can change multiple times throughout the day.
What method of dispatching should a Consultant recommend implementing?
Universal Containers utilizes two contractors, Contractor 1 and Contractor 2, to perform repair work. Contractor 1 has provided service longer for Universal Containers and is considered to have more repair work expertise than Contractor 2.
How should a Consultant configure this expertise for Contractor 1 versus Contractor 2?
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 customer purchases so Work Orders can be assigned to a component?
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?
Universal Containers does not want the lunch break to interfere with existing scheduled work.
How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1pm?
Universal Containers` customers typically like to be by the same Technician that completed the initial installation.
How should a Consultant implement this rule?
Universal Containers is expecting the amount of work to increase significantly over the next three weeks. They have decided to engage a new third-party Contract to help with the additional work.
How should a Consultant recommend configuring the new Contractor?
Universal Containers is receiving increased complaints about incomplete Work Orders.
What option should a Consultant recommend to improve this situation?
Universal Containers' (UC) Technicians often report seeing competitors' 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?
Universal Containers wants to provide Dispatchers with Account and Asset details when they hover over each Service Appointment.
How should a Consultant recommend implementing this feature?
Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country.
What Price Book structure is recommended?
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?
Universal Containers (UC) wants to better understand their service business and Field Service Technician teams' schedules. A Consultant suggested UC start to forecast and plan. Which two abilities does forecasting and planning provide? (Choose two.)
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.)
Universal Containers would like to report on the volume of products installed within a specific timeframe.
What solution will help meet the customer's requirement?
Universal Containers wants to track the work that is performed on the customer's install base.
What object relationship should the Consultant focus on to meet this requirement?
Universal Containers would like to provide Field Service Technicians the ability to capture details and customer approval on completed work so that the details can be compiled and sent to the customer electronically.
What should a Consultant recommend to meet this requirement?
Universal Containers wants to help their dispatchers determine the length of time a Work Order should last.
What should the Consultant implement to help achieve this goal?
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 two.)
Universal Containers wants to ensure that Service Appointments are only assigned to Active Resources.
What configuration should a Consultant recommend for the Scheduling Policy?
Universal Containers wants to give Field Technicians the ability to create follow-up appointments if they are unable to complete a Work Order due to missing inventory.
What should a Consultant implement to meet this requirement?
Universal Containers provides multiple service types (i.e., Installation, Maintenance, Break/Fix, etc.).
Each service requires a variety of skills and certifications in order for a resource to excel.
Which two configurations should a Consultant implement to meet this requirement? (Choose two.)
Universal Containers would like to engage contractors and customers directly in their Field Service solution.
Which three options will provide read, write, and edit access to Work Order objects? (Choose three.)
Universal Containers has enabled Field Service Lightning and is looking to enable Entitlements for Work Orders.
What should a Consultant take into consideration?
A Field Service Technician wants to view a list of parts consumed during a given time period.
The Technician will then use the data to replenish inventory on the truck. Which three steps should a Consultant recommend to track the number of parts consumed? (Choose three.)
Universal Containers wants the Ability for their Field Technicians to log sales opportunities associated with their Work Orders.
What configuration should a Consultant implement so Field Technicians can easily achieve this through the Field Service mobile app?
Universal Containers wants to measure their adherence to specific SLAs for all Work Orders.
In which order should a Consultant implement the setup to achieve this requirement?
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 tow items should a Consultant recommend in order to achieve this? (Choose two.)
Universal Containers (UC) wants to track all customer work requests. UC has no requirement to track where the work originated from, but does need the requests tied to the customer's account.
What should a Consultant recommend to track these work requests?
Universal Containers wants Service Managers to quickly identify location and status changes in the lifecycle of a specific component in a customer's install base.
What should a Consultant recommend to track the lifecycle?
Universal Containers wants to reduce their mean-time-to-service.
Which three Field Service processes should a Consultant recommend to accomplish this goal? (Choose three.)
A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about to expire.
Which two upsell activities should the CSR consider? (Choose two.)
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 the hour, every hour, between 9am-5am.
How can this be achieved?
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 two.)
In the Dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? (Choose three)
Universal Containers wants to invoice its customers for the parts used when performing repairs on installed Assets.
What should a Consultant recommend to track the price of the parts consumed?
Universal Containers wants to track the total associated price when servicing Work Orders for Customers.
Which two of the following should a Consultant recommend? (Choose two.)
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 two.)
Universal Containers wants their Technicians to record an Asset Number using a barcode scanner when completing Work Orders.
What field type should be configured to capture this information?
Universal Containers has a Partner Community. Work Orders are assigned to these partners. Partners are not interacting with Service Appointments or Service Resources.
How would a Partner user update the Work Order record from a mobile Device?
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.
Who should a Consultant recommend adhering to this business process?
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?
Universal Containers wants Field Technicians to capture customer authorization via a signature through Salesforce mobile app.
What should a Consultant recommend?
Universal Containers maintains their service level agreements at the customer level only.
How can a consultant ensure agents can verify coverage?