QUESTION: 61

Org-Wide Default sharing is set to Private in a Salesforce org. If the Field Service Lightning User Territory feature is enabled, which three objects will be visible to users who are part of the User Territory?
Choose 3 answers

Accounts
Service Resources
Work Orders
Resource Absences
Work Types

Answer(s): B,C,D

Explanation:

Service Resources are records that represent the people or equipment that perform field service tasks[143]. Work Orders are records that track customer requests for service such as repairs or maintenance[144]. Resource Absences are records that mark resources as unavailable for work for specific time periods due to sickness, vacation, or other reasons[145]. If the Field Service Lightning User Territory feature is enabled, these three objects will be visible to users who are part of the User Territory by default[146]. Accounts are records that represent companies or individuals involved in business with an organization[147]. Work Types are records that define the standard tasks and duration for a specific type of work[148]. These two objects will not be visible to users who are part of the User Territory by default unless sharing rules are configured[149].

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_work_orders.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_absences_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_user_territories_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.account.htm&type=5

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

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QUESTION: 62

Universal Containers outsources 100 hours of weekly maintenance to an external Contractor. Jobs are assigned to a Contractor Manager instead of individual external technicians. The Contractor Manager is in charge of updating Service Appointments and Work Orders upon completion.
How should a Consultant implement the requirement?

Create the individual Technicians as Service Crew Members.
Set the individual Technicians as Capacity-Based Service Resources.
Set the Contractor Manager as a Capacity-Based Service Resource.
Create the Contractor Manager as a Crew Service Resource.

Answer(s): C

Explanation:

Capacity-Based Service Resources are service resources that have a limited number of hours available for work per day or week[150]. Setting the Contractor Manager as a Capacity-Based Service Resource would allow Universal Containers to outsource 100 hours of weekly maintenance to an external Contractor by setting up criteria such as capacity hours per week equals 100 and capacity type equals weekly[151]. Creating the individual Technicians as Service Crew Members would not work because Service Crew Members are service resources that belong to a crew and share the same service appointments[152]. Setting the individual Technicians as Capacity-Based Service Resources would not work because Universal Containers does not have visibility into the individual external technicians. Creating the Contractor Manager as a Crew Service Resource would not work because Crew Service Resources are service resources that act as leaders or managers of a crew and can assign crew members to service appointments[153].

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based_create_edit.ht m&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_create_edit_delete.htm&type=5

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QUESTION: 63

Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers

Color Palettes
Gantt
Gantt Map
Appointment List

Answer(s): A,D

Explanation:

Color Palettes are settings that allow dispatchers to customize the colors of service appointments on the Gantt based on different criteria such as status, priority, or rule violations[154]. Appointment List is a tool that allows dispatchers to view and filter service appointments in a list view based on different criteria such as status, priority, or rule violations[155]. Using these two features on the Dispatcher Console would allow visualizing Rule Violating Service Appointments by setting up color codes or filters based on rule violations. Gantt is a tool that allows dispatchers to view and manage service appointments on a timeline[156]. Gantt Map is a tool that allows dispatchers to view and manage service appointments on a map[157]. Using these two features on the Dispatcher Console would not allow visualizing Rule Violating Service Appointments by themselves unless combined with color palettes or appointment list.

Reference:

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

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

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QUESTION: 64

Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work. Contractor 1 has provided services for UC for a longer period of time and is considered to have more repair work expertise than Contractor 2.
How should the Consultant configure the Contractors' experience?

Assign Contractor 1 and 2 different Skill Levels for repair Work Type.
Assign Contractor 1 as a Preferred Resource.
Assign Contractor 1 and 2 different capacities for repair work.
Assign Contractor 2 as an Excluded Resource.

Answer(s): A

Explanation:

Skills are records that define specific abilities or qualifications that service resources have[158]. Skill Levels are fields on the skill object that indicate the proficiency or experience of a service resource in a skill[159]. Assigning Contractor 1 and 2 different Skill Levels for repair Work Type would allow Universal Containers to configure the Contractors' experience by setting up criteria such as skill name equals repair and skill level equals high for Contractor 1 and low for Contractor 2. Assigning Contractor 1 as a Preferred Resource would not configure the Contractors' experience. Preferred Resources are optimization criteria that prioritize assigning service appointments to resources who have previously completed similar work orders or who are preferred by customers[160]. Assigning Contractor 1 and 2 different capacities for repair work would not configure the Contractors' experience. Capacities are fields on the service resource object that indicate the number of hours available for work per day or week[161]. Assigning Contractor 2 as an Excluded Resource would not configure the Contractors' experience. Excluded Resources are optimization criteria that prevent assigning service appointments to resources who are explicitly excluded by customers or dispatchers[162].

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm&type=5 https://developer.salesforce.com/docs/atlas.en-
us.api.meta/api/sforce_api_objects_skill_skilllevel.htm https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_prefer red_resources.htm&type=5 https://developer.salesforce.com/docs/atlas.en- us.api.meta/api/sforce_api_objects_serviceresource_capacityhoursperday.htm https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_exclud ed_resources.htm&type=5

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