QUESTION: 69

Service resources at Universal Containers (UC) frequently work in more than one service territory. The current scheduling policy looks only at primary territory.
While UC still wants the optimizer to use the service resource's primary territory when scheduling, UC also wants the scheduling policy to look at the resource''s secondary service territories.
Which two scheduling policy changes should a Consultant recommend? Choose 2 answers

Select Working Location Enable Primary on the Working Territories Work Rule:
Remove the Match Territory Work Rule.
Include the Mateh Territory Work Rule.
Deselect Working Location Enable Primary on the Working Territories Work Rule.

Answer(s): A,C

Explanation:

Working Location Enable Primary is a setting on the Working Territories work rule that defines whether resources should be matched with service appointments based on their primary territory only or any territory they belong to[186]. Match Territory is a work rule that defines whether resources should be matched with service appointments based on their territories[187]. Selecting Working Location Enable Primary on the Working Territories Work Rule and including the Match Territory Work Rule would allow Universal Containers' scheduling policy to look at both primary and secondary service territories by enabling matching resources with service appointments based on any territory they belong to and prioritizing matching resources with service appointments based on their territories. Removing the Match Territory Work Rule would not allow Universal Containers' scheduling policy to look at both primary and secondary service territories because it would disable matching resources with service appointments based on their territories. Deselecting Working Location Enable Primary on the Working Territories Work Rule would not affect Universal Containers' scheduling policy because it is already deselected by default.

Reference:

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

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QUESTION: 70

Universal Containers requires trained inspectors to make three site visits per year to inspect containers at customer sites. These visits must be created 14 days before the next suggested inspection date.

What are two ways 3 Consultant can configure Maintenance Plans to meet the requirement? Choose 2 answers

Associate a Required Skill called Site Visit to a Maintenance Plan.
Associate 2 Work Type called Site Visit to a Maintenance Plan
Auto-generate Work Orders with a 14 daya Generation Timeframe.
Auto-generate Work Orders with a 14 day Generation Horizon.

Answer(s): C,D

Explanation:

Maintenance Plans are records that define recurring work orders for preventive maintenance such as inspections or tune-ups[188]. Auto-generate Work Orders is a setting that enables or disables the automatic generation of work orders from maintenance plans[189]. Generation Timeframe is a setting that defines how often work orders should be generated from maintenance plans such as daily, weekly, or monthly[190]. Generation Horizon is a setting that defines how far in advance work orders should be generated from maintenance plans such as 7 days or 30 days[191]. Auto-generating Work Orders with a 14 day Generation Timeframe and a 14 day Generation Horizon would allow Universal Containers to automatically generate Work Orders 14 days before the next suggested maintenance date by creating work orders from maintenance plans every 14 days within 14 days of their scheduled date. Associating a Required Skill called Site Visit to a Maintenance Plan would not affect how far in advance work orders are generated from maintenance plans. Required Skills are fields on the maintenance plan object that indicate which skills are needed for performing preventive maintenance[192]. Associating a Work Type called Site Visit to a Maintenance Plan would not affect how far in advance work orders are generated from maintenance plans. Work Types are records that define the standard tasks and duration for a specific type of work[193].

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

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QUESTION: 71

An extreme weather situation impacted both the volume of open work and the number of available resources at Universal Containers.
Which approach should a Consultant recommend to realign available resources with open work?

Resource Schedule Optimization
Emergency scheduling
Global optimization
Customer First scheduling

Answer(s): C

Explanation:

Global optimization is a feature that allows rescheduling multiple service appointments at once based on predefined criteria such as emergency priority, travel time, or skills[194]. Global optimization would allow Universal Containers to realign available resources with open work by running an optimization job that prioritizes emergency work and assigns it to the best available resources[195]. Resource Schedule Optimization is a feature that allows scheduling service appointments for individual resources based on their availability and preferences[196]. Resource Schedule Optimization would not allow Universal Containers to realign available resources with open work because it does not consider multiple resources or service appointments at once. Emergency scheduling is a feature that allows creating and assigning emergency service appointments to the best available resources[197]. Emergency scheduling would not allow Universal Containers to realign available resources with open work because it does not reschedule existing service appointments. Customer First scheduling is a feature that allows prioritizing customer preferences and satisfaction when scheduling service appointments[198]. Customer First scheduling would not allow Universal Containers to realign available resources with open work because it does not prioritize emergency work or reschedule existing service appointments.

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_optimization_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_optimization_global_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_schedule_optimization_overview.htm& type=5
https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_emergency_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_customer_first_overview.htm&type=

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QUESTION: 72

An employee at Universal Containers performs the role of a Dispatcher and a Technician. How should a Consultant configure Salesforce Field Service to support this behavior?

Create one Service Resource and assign the relevant Permission Set Licenses. pee
Create two Service Resources and assign them to the employee. &
Create one Service Resource and assign the Technician and Dispatcher role.
Create two Skills records and assign them to the Service Resource record.

Answer(s): A

Explanation:

Service Resources are records that represent the people or equipment that perform field service tasks[199]. Permission Set Licenses are records that grant users access to specific features or apps such as Salesforce Field Service[200]. Creating one Service Resource and assigning the relevant Permission Set Licenses would allow Universal Containers to configure Salesforce Field Service to support an employee who performs the role of a Dispatcher and a Technician by creating a service resource record for the employee and assigning them the Salesforce Field Service Dispatcher and Mobile permission set licenses[201]. Creating two Service Resources and assigning them to the employee would not work because an employee can only be associated with one service resource record[202]. Creating one Service Resource and assigning the Technician and Dispatcher role would not work because roles are records that define the level of access users have to data in an organization hierarchy[203]. Creating two Skills records and assign them to the Service Resource record would not work because skills are records that define specific abilities or qualifications that service resources have and do not affect their access to features or apps[204].

Reference:

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

https://help.salesforce.com/s/articleView?id=sf.perm_sets_license_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_perm_sets_license_assign.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_create_edit_delete.htm&type =5 https://help.salesforce.com/s/articleView?id=sf.roles.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm&type=5

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