QUESTION: 73

Service Appointments in a "Cannot Complete" status may indicate that an additional part or expert assistance is needed to complete the work. Universal Containers defined that Service Appointments in a "Cannot Complete" status are unable to be rescheduled or unscheduled for history tracking purposes.
Which two items should the Consultant recommerd to meet the requirement? Choose 2 answers

Ensure that Status Transitions are configured to prevent the up3Ste from "Cannot Complete" to
Define "Cannot Complete" as a Pinned Status for Scneduling and Optimization Services
Define "Cannot Complete" as a Pinned Starus for Auto-Dispatch Services
Ensure that Status Transitions are configured to allow the status update from "Cannot Complete" to "Scheduled."

Answer(s): A,B

Explanation:

Status Transitions are settings that define which status updates are allowed or restricted for service appointments[205]. Pinned Statuses are settings that prevent service appointments from being rescheduled or unscheduled by scheduling or optimization services[206]. Ensuring that Status Transitions are configured to prevent the update from "Cannot Complete" to "Scheduled" and defining "Cannot Complete" as a Pinned Status for Scheduling and Optimization Services would allow Universal Containers to ensure that Service Appointments in a "Cannot Complete" status are unable to be rescheduled or unscheduled for history tracking purposes by restricting the status change from "Cannot Complete" to "Scheduled" and preventing scheduling or optimization services from moving or removing service appointments with the "Cannot Complete" status[207]. Defining "Cannot Complete" as a Pinned Status for Auto-Dispatch Services would not affect whether Service Appointments in a "Cannot Complete" status are able to be rescheduled or unscheduled. Auto- Dispatch Services are settings that automatically assign service appointments to resources based on predefined criteria[208]. Ensuring that Status Transitions are configured to allow the status update from "Cannot Complete" to "Scheduled" would not ensure that Service Appointments in a "Cannot Complete" status are unable to be rescheduled or unscheduled. It would enable the status change from "Cannot Complete" to "Scheduled".

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_pinned_statuses_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions_create_edit_delete.htm&type =5 https://help.salesforce.com/s/articleView?id=sf.fs_auto_dispatch_overview.htm&type=5

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QUESTION: 74

Universal Containers wants to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work.
What should the Consultant recommend to meet this requirement?

Apply the Reshuffle action within the Gantt.
Define a Global Optimization job to run hourly.
Create a custom Gantt action to call an Apex class to reschedule appointments.
Write a batch Apex class to unschedule low priority work orders.

Answer(s): A

Explanation:

Reshuffle is an action within the Gantt that allows rescheduling multiple service appointments at once based on predefined criteria such as emergency priority, travel time, or skills[209]. Reshuffle would allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work by running a reshuffle action that prioritizes emergency work and assigns it to the best available resources[210]. Defining a Global Optimization job to run hourly would not allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. 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[211]. Running a Global Optimization job hourly would not be responsive enough for emergency work identified throughout the day. Creating a custom Gantt action to call an Apex class to reschedule appointments would not be necessary for Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. Custom Gantt actions are actions within the Gantt that can be customized using Apex code to perform specific tasks such as sending notifications or updating fields[212]. Creating a custom Gantt action would require additional development and maintenance and would not leverage the existing Reshuffle action. Writing a batch Apex class to unschedule low priority work orders would not allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. Batch Apex is a way of processing large volumes of data asynchronously using Apex code[213]. Writing a batch Apex class would require additional development and maintenance and would not leverage the existing Reshuffle action.

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_gantt_reshuffle_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_reshuffle_run.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_gantt_custom_actions_overview.htm&type=5 https://developer.salesforce.com/docs/atlas.en-
us.apexcode.meta/apexcode/apex_batch_interface.htm

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QUESTION: 75

Universal Containers (UC) has enabled Salesforce Field Service and installed the managed package. UC wants to ensure that Technicians can update their own appointments' status using the Dispatcher console Gantt chart.
Which steps should the Consultant take to meet these requirements?

Create Permission Sets and assign the Salesforce Field Service Scheduling and Mobile Permission Sets to the Resource profile.
Create Permission Sets and assign the Salesforce Field Service Admin Permission Set to Service Resources.
Create Permission Sets and assign the Salesforce Field Service Mobile Permission Set to Service Resources.
Create Permission Sets and assign the Salesforce Field Service Resource Permission Set and Scheduling license to each Technician.

Answer(s): D

Explanation:

Permission Sets are records that grant users access to specific features or apps such as Salesforce Field Service[214]. Scheduling licenses are records that grant users access to scheduling features such as Dispatcher Console or Optimization[215]. Creating Permission Sets and assigning the Salesforce Field Service Resource Permission Set and Scheduling license to each Technician would allow Universal Containers' Technicians to update their own appointments' status using the Dispatcher console Gantt chart by granting them access to Salesforce Field Service mobile app features such as updating status and granting them access to scheduling features such as viewing Gantt chart[216]. Creating Permission Sets and assigning the Salesforce Field Service Scheduling and Mobile Permission Sets to the Resource profile would not allow Technicians

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QUESTION: 76

Universal Containers wants to make it easier for Managers to monitor Preventative Maintenance work orders using the Dispatcher Console.
Which two filtering options should managers use to find the appropriate work orders? Choose ? answers
A, The Preventative Maintenance Gantt and filter the list to show only desired work orders

The Dispatcher Console Map and filter the list to show only desired service appointments
The Dispatcher Console Appointment list and filter the list to show only desired service appointments
The Dispatcher Work Order Polygon and filter the list to show only desired service appointments

Answer(s): A,C

Explanation:

The Preventative Maintenance Gantt is a view within the Dispatcher Console that shows the scheduled service appointments for preventive maintenance work orders[217]. The Dispatcher Console Appointment list is a view within the Dispatcher Console that shows the list of service appointments with various details such as status, priority, or assigned resource[218]. Filtering is a feature that allows narrowing down the list of records based on specific criteria such as date, status, or territory[219]. Using the Preventative Maintenance Gantt and filter the list to show only desired work orders and using the Dispatcher Console Appointment list and filter the list to show only desired service appointments would allow Universal Containers' Managers to monitor Preventative

Maintenance work orders using the Dispatcher Console by showing them the preventive maintenance service appointments on a Gantt chart or a list view and allowing them to apply filters to see only the relevant records[220]. Using the Dispatcher Console Map and filter the list to show only desired service appointments would not allow Universal Containers' Managers to monitor Preventative Maintenance work orders using the Dispatcher Console. The Dispatcher Console Map is a view within the Dispatcher Console that shows the locations of service appointments and resources on a map[221]. Using the Dispatcher Work Order Polygon and filter the list to show only desired service appointments would not work because there is no such feature as Dispatcher Work Order Polygon.

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_gantt_preventive_maintenance_overview.htm&t ype=5
https://help.salesforce.com/s/articleView?id=sf.fs_gantt_appointment_list_overview.htm&type=5

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

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