QUESTION: 33

A Dispatcher at Universal Containers has just been informed that one of their field employees, who has five services schedules for today, called in sick. How should the workload be assigned to other Field Technicians?

Drag and drop the Service Appointments to other available Resources and run Optimization.
Ask the Customer Service Rep to call the customers and manually re-schedule for another day.
Change the Scheduling Policy to "High Intensity" and activate the Background Optimization process.
Update the Resource a not available, select the affected Service Appointments, and press "Schedule."

Answer(s): D

Explanation:

Updating the Resource as not available allows marking a resource as unavailable for a specific time period due to sickness, vacation, or other reasons[27. Selecting the affected Service Appointments and pressing "Schedule" allows rescheduling multiple service appointments at once based on predefined criteria such as travel time or priority[28. Dragging and dropping the Service Appointments to other available Resources and running Optimization would reschedule service appointments manually and then run an optimization process that could override the manual changes[29. Asking the Customer Service Rep to call the customers and manually re-schedule for another day would not use the scheduling features of Field Service and could result in customer dissatisfaction or missed service level agreements. Changing the Scheduling Policy to "High Intensity" and activating the Background Optimization process would change the optimization criteria for all service appointments and run an optimization process in the background that could take a long time to complete[30.

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_resource_absences_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_schedule_service_appointments.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_overview.htm&type=5

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

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QUESTION: 34

Universal containers plans to deploy field service lightning to 100 external contractors. There are 75 contractors who need access to work Orders assets mobile app, and chatter. the remaining 25 contractors are paid a commission on sales of containers and need to schedule resources.
Which license types and quantities should the consultant recommend?

100 contractors

100 contractors
25 contractors
75 contractors
25 contractors
25 contractors
100 contractors

Answer(s): B

Explanation:

Contractors are external users who can access Field Service features such as work orders, service appointments, assets, products consumed, etc... There are two types of contractor licenses available:
Contractor (Full Access) and Contractor (Limited Access). Contractor (Full Access) licenses allow users to access all Field Service features except scheduling optimization. Contractor (Limited Access) licenses allow users to access only work orders assigned to them or their crew members via mobile app or web browser[22. Universal Containers should deploy 25 Contractor (Full Access) licenses to contractors who need to schedule resources and 75 Contractor (Limited Access) licenses to contractors who need access to work orders, assets, mobile app, and chatter.

Reference:

https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_license_types.htm&type= https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_full_access_license_featur es.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_limited_access_license_fe atures.htm&type=5

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QUESTION: 35

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 2 answers.

Change the Work Order with a closed status of "Cancelled."
Change the Work Order with a status of "New."
Re-use the existing Work Order for the follow-up.
Create a child Work Order for the follow-up Work Order.

Answer(s): A,C

Explanation:

Changing the Work Order with a closed status of "Cancelled" allows tracking Work Order cancellations and subsequent follow-ups using reports or dashboards based on Work Order status field values[23. Re-using the existing Work Order for the follow-up allows maintaining the relationship between the original customer request and the follow-up action without creating duplicate records[24. Changing the Work Order with a status of "New" would not indicate that it was cancelled before. Creating a child Work Order for the follow-up Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling.

Reference:

[23. https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5 [24. https://trailhead.salesforce.com/en/content/learn/modules/field-service-lightning-basics/field- service-lightning-work-orders

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QUESTION: 36

Universal container needs to verify that a repair job has been completed to the customer satisfaction before an invoice can be generated Which two items should the consultant consider?
Choose 2 answers

Generate service in the organization's default language
Send a feedback survey to the customer when a service appointment is completed
Configure signature blocks for service report templates
Add service reports templates to the appropriate repair work type

Answer(s): C,D

Explanation:

Service reports are documents that summarize the details and outcomes of a service appointment such as work performed, products consumed, customer feedback, etc.[25]. Configuring signature blocks for service report templates allows capturing customer signatures as proof of job completion before generating invoices[26]. Adding service report templates to the appropriate repair work type allows automatically generating service reports based on the work type of the service appointment[27]. Generating service in the organization's default language would not verify that a repair job has been completed to the customer satisfaction. Sending a feedback survey to the customer when a service appointment is completed would not ensure that an invoice can be generated.

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_signature_blocks.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_work_types.htm&type=5

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