QUESTION: 45

Ursa Major Solar (UMS) has implemented Field Service using a private record access model. UMS has also set work types to automatically generate Service Appointments.
Which two sharing options are available for these Service Appointments? Choose 2 answers

A Service Appointment can be shared by clicking Sharing on the record.
The Service Appointment's parent record can be shared with the assigned resource.
Auto-generated scheduled Service Appointments will be shared with resources.
Make the dispatcher the assigned resource on the Service Appointments.

Answer(s): A,C

Explanation:

A Service Appointment can be shared by clicking Sharing on the record if manual sharing is enabled in Field Service settings[51]. Auto-generated scheduled Service Appointments will be shared with resources if automatic sharing is enabled in Field Service settings[52]. The Service Appointment's parent record can be shared with the assigned resource, but this would not affect the sharing of the Service Appointment itself. Making the dispatcher the assigned resource on the Service Appointments would not make sense if they are not performing field service tasks.

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_sharing_manual.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_sharing_automatic.htm&type=5

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QUESTION: 46

An employee at universal container performs the role of a dispatcher and a technician
How should a consultant configure the field service lightning to support this behavior?

Create one service resource and assign the relevant permission set license
Create two skills records and assign them to service resources record
Create two service resource and assign them to the employee
Create one service resource and assign the technician and dispatcher role

Answer(s): A

Explanation:

Service Resources are records that represent the people or equipment that perform field service tasks[53]. Permission Set Licenses are licenses that grant users access to specific features such as Field Service Dispatcher Console or Field Service Mobile App[54]. Creating one service resource and assigning the relevant permission set license would allow an employee at Universal Containers to perform both dispatcher and technician roles using one record and one license. Creating two skills records and assigning them to service resources record would not affect their roles or access to features. Skills are records that define specific abilities or qualifications that service resources have[55]. Creating two service resources and assigning them to the employee would create duplicate records and require two licenses for one employee. Creating one service resource and assigning the technician and dispatcher role would not work because roles are not fields on the service resource object.

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_permission_set_licenses_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm&type=5

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QUESTION: 47

Universal Containers wants to dispatch groups of Service Appointments to their Technicians. The number of Service Appointments dispatched at a time varies among different Service Territories.
Which two settings should a Consultant enable to ensure Service Appointments are dispatched correctly?
Choose 2 answers

Set the Service Appointment to Dispatch in Field Service Settings.
Enable Drip Feed Dispatching in Field Service Settings.
Set the Number of Services to Drip Feed on the Service Territory.
Enable Sharing of Dispatched Service Appointments.

Answer(s): B,C

Explanation:

Drip Feed Dispatching is a feature that allows dispatching groups of service appointments to technicians at regular intervals instead of all at once[56]. Enabling Drip Feed Dispatching in Field Service Settings allows turning on this feature for all service territories[57]. Setting the Number of Services to Drip Feed on the Service Territory allows specifying how many service appointments should be dispatched at a time for each service territory[58]. Setting the Service Appointment to Dispatch in Field Service Settings would not affect how many service appointments are dispatched at a time. Enabling Sharing of Dispatched Service Appointments would not affect how many service appointments are dispatched at a time.

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_drip_feed_dispatching_enable.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_configure.htm&type=5

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QUESTION: 48

One of the products sold by Universal Containers requires quarterly service appointments.
Which feature should a Consultant use to meet this requirement?

Define a repeating Work Type.
Implement Path for Work Orders.
Build a Process for Service Appointments.
Configure a Maintenance Plan.

Answer(s): D

Explanation:

Maintenance Plans are records that define the recurring service schedule for an asset or a product such as quarterly, monthly, or weekly[59]. Configuring a Maintenance Plan would allow creating quarterly service appointments for one of the products sold by Universal Containers automatically based on predefined criteria such as start date, end date, or generation method[60]. Defining a repeating Work Type would not create quarterly service appointments automatically. Work Types are templates that define the duration, skills, and products required for a work order or work order line item[61]. Implementing Path for Work Orders would not create quarterly service appointments automatically. Path is a feature that displays key fields and guidance for each stage of a work order process[62]. Building a Process for Service Appointments would not create quarterly service appointments automatically. Processes are automated workflows that execute actions based on specified criteria such as updating fields, sending emails, or creating tasks[63].

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_create_edit_delete.htm&typ e=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.path_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.process_overview.htm&type=5

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