QUESTION: 41

Universal Containers offers 2-hour versus 4-hour appointment booking windows for Gold versus Standard Customers.
What should a Consultant recommend to offer appropriate appointment booking windows?

Service Due Date
Customer Working Hours
Customer Entitlement
Service Urgency

Answer(s): C

Explanation:

Customer Entitlements are records that specify customers' support terms based on their contracts or warranties[38]. Customer Entitlements can be used to offer appropriate appointment booking windows for Gold versus Standard Customers by defining different appointment windows for different entitlement levels[39]. Service Due Date is a field on the work order object that indicates when a work order must be completed by[40]. Customer Working Hours are records that define when customers are available for service appointments[41]. Service Urgency is a field on the work order object that indicates how quickly a work order must be completed[42].

Reference:

https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_appointment_windows_entitlements.htm&type= 5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_fields.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_customer_working_hours_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_fields.htm&type=5

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QUESTION: 42

An inventory manager at Universal Containers wants to better understand the distribution of a critical and expensive part across all inventory locations as the part is reused and restocked.
What should the Consultant leverage to meet this requirement?

Maintenance Plan
Product Item
Entitlement Plan
Assets

Answer(s): B

Explanation:

Product Items are records that track the location, quantity, and status of a product in inventory[43]. Product Items can be used to better understand the distribution of a critical and expensive part across all inventory locations as the part is reused and restocked. Maintenance Plan is a feature that defines the recurring service schedule for an asset or a product[44]. Entitlement Plan is a feature that defines the terms of support for customers such as number of cases allowed or response time[45]. Assets are records that represent products that customers have purchased and that require service[46].

Reference:

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

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

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QUESTION: 43

A Universal Containers customer is having issues with three containers at the customer's site. Each container is tracked as an Asset on the customer's Account.
Which two methods should the Consultant recommend to ensure the service associated with each container can be handled independently?
Choose 2 answers

Add each Asset to a separate Work Order Line Item. Create a Service Appointment for each Line Item.
Add each Asset to a separate child Work Order. Create a Service Appointment for the parent Work Order.
Add each Asset to a separate Work Order Line Item. Create a Service Appointment for the Work Order.
Add each Asset to a separate Work Order. Create a Service Appointment for each Work Order.

Answer(s): A,D

Explanation:

Work Orders are records that track customer requests for service such as repairs or maintenance[47]. Work Order Line Items are records that track specific tasks or products related to a work order[48]. Service Appointments are records that track the date, time, duration, and assigned resource for a work order or work order line item[49]. Adding each Asset to a separate Work Order Line Item or a separate Work Order would allow handling the service associated with each container independently by creating different records for different containers. Creating a Service Appointment for each Line Item or each Work Order would allow scheduling and dispatching the service associated with each container independently by assigning different resources and time slots for different containers. Adding each Asset to a separate child Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. Creating a Service Appointment for the parent Work Order would not allow handling the service associated with each container independently by assigning one resource and time slot for all containers.

Reference:

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

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

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QUESTION: 44

AW Computing uses a private record access model in the sales, support, and field service organizations.
How should the system administrator ensure that the technicians have the appropriate access to the service appointments dispatched to them?

Create a user territory for the technicians' primary and secondary territories.
Create a process to change the owner of the service appointment to the assigned technician.
Enable the sharing features in the Field Service settings in the Setup menu.
Configure a sharing rule to share dispatched service appointments with the assigned resource.

Answer(s): C

Explanation:

Enabling the sharing features in the Field Service settings in the Setup menu allows sharing dispatched service appointments with assigned resources regardless of the private record access model in sales, support, and field service organizations[50]. Creating a user territory for the technicians' primary and secondary territories would not ensure that they have access to the service appointments dispatched to them. Creating a process to change the owner of the service appointment to the assigned technician would not work if multiple resources are assigned to the same service appointment. Configuring a sharing rule to share dispatched service appointments with the assigned resource would not work if multiple resources are assigned to different crews or teams.

Reference:

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

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