QUESTION: 77

Which fields on Service Appointments help ensure that they are completed within the agreed upon Service Level Agreement (SLA) with Universal Containers' customers?

Actual Start, Actual End
Arrival Window Start, Arrival Window End
Scheduled Start, Scheduled End
Earliest Start Permitted, Due Date

Answer(s): D

Explanation:

Earliest Start Permitted is a field on the Service Appointment object that defines the earliest date and time that a service appointment can start[222]. Due Date is a field on the Service Appointment object that defines the latest date and time that a service appointment must be completed by[223]. Using Earliest Start Permitted and Due Date fields on Service Appointments would help ensure that they are completed within the agreed upon Service Level Agreement (SLA) with Universal Containers' customers by setting the boundaries for when a service appointment can start and finish according to the SLA terms[224]. Actual Start and Actual End are fields on the Service Appointment object that capture the actual date and time that a service appointment started and ended[225]. Using Actual Start and Actual End fields on Service Appointments would not help ensure that they are completed within the agreed upon SLA with Universal Containers' customers because they are recorded after the service appointment is performed and do not enforce any SLA terms. Arrival Window Start and Arrival Window End are fields on the Service Appointment object that define the expected date and time range that a resource will arrive at a service appointment[226]. Using Arrival Window Start and Arrival Window End fields on Service Appointments would not help ensure that they are completed within the agreed upon SLA with Universal Containers' customers because they only indicate when a resource will arrive and do not enforce any SLA terms. Scheduled Start and Scheduled End are fields on the Service Appointment object that define the planned date and time range that a service appointment will take place[227]. Using Scheduled Start and Scheduled End fields on Service Appointments would not help ensure that they are completed within the agreed upon SLA with Universal Containers' customers because they only indicate when a service appointment is scheduled and do not enforce any SLA terms.

Reference:

https://developer.salesforce.com/docs/atlas.en-
us.api.meta/api/sforce_api_objects_serviceappointment.htm https://help.salesforce.com/s/articleView?id=sf.fs_sla_overview.htm&type=5

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QUESTION: 78

Universal Containers wants to offer customers a Maintenance Plan that provides 12 monthly checkups.
The customer will call to schedule each visit.
How should a Consultant configure the Maintenance Plan to meet this requirement?

Set Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work orders.
Set Frequency to 1 Month; Generation Timeframe of 12; uncheck Auto-generate work orders.
Set Frequency to 1 Month; Generation Timeframe of 12; check Auto-generate work orders.
Set Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work orders.

Answer(s): B

Explanation:

Frequency is a field on the Maintenance Plan object that defines how often work orders should be generated from maintenance plans such as daily, weekly, or monthly[228]. Generation Timeframe is a field on the Maintenance Plan object that defines how many work orders should be generated from maintenance plans at a time such as 1, 2, or 12[229]. Auto-generate work orders is a field on the Maintenance Plan object that enables or disables the automatic generation of work orders from maintenance plans[230]. Setting Frequency to 1 Month; Generation Timeframe of 12; uncheck Auto- generate work orders would allow Universal Containers to offer customers a Maintenance Plan that provides 12 monthly checkups where the customer will call to schedule each visit by creating maintenance plans that generate one work order per month for 12 months but do not generate them automatically until the customer calls[231]. Setting Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work orders would not allow Universal Containers to offer customers a Maintenance Plan that provides 12 monthly checkups where the customer will call to schedule each visit. It would create maintenance plans that generate one work order per month for one month and generate them automatically without waiting for customer calls. Setting Frequency to 1 Month; Generation Timeframe of 12; check Auto-generate work orders would not allow Universal Containers to offer customers a Maintenance Plan that provides 12 monthly checkups where the customer will call to schedule each visit. It would create maintenance plans that generate one work order per month for 12 months and generate them automatically without waiting for customer calls. Setting Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work orders would not allow Universal Container

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QUESTION: 79

A customer makes one appointment for the sales department, and another appointment for the service department. The two appointments should be handled on the same day, but should be created as separate appointments. In addition, the Technician must complete one appointment before starting the next.
The agent wants to make sure these two appointments are scheduled together and in sequence.
Which three things should the Consultant verify to ensure these requirements are met and simultaneous scheduling will occur?
Choose 3 answers

The checkbox Use all-or-none scheduling for related appointments in Field Service Settings is selected.
The Dependency Type is set to Start After Finish and Same Day on the first service appointment in the dependency.
A dependency has been created between the two appointments and the start times are the same.
The Same Resource and Same Day fields appear on the Service Appointments page layout.
The Complex Work Visualforce page is added to the Service Appointments page

Answer(s): A,B,D

Explanation:

Use all-or-none scheduling for related appointments is a setting in Field Service Settings that enables or disables the simultaneous scheduling of service appointments that have dependencies[232]. Dependency Type is a field on the Service Appointment object that defines the relationship between two service appointments such as Start After Finish, Start Before Finish, or Finish Before Start[233]. Same Resource and Same Day are fields on the Service Appointment object that indicate whether two service appointments with dependencies should be assigned to the same resource and scheduled on the same day[234]. Selecting the checkbox Use all-or-none scheduling for related appointments in Field Service Settings, setting the Dependency Type to Start After Finish and Same Day on the first service appointment in the dependency, and making sure the Same Resource and Same Day fields appear on the Service Appointments page layout would allow Universal Containers to ensure that a customer makes one appointment for the sales department, and another appointment for the service department, that should be handled on the same day, but should be created as separate appointments, where the Technician must complete one appointment before starting the next, and that these two appointments are scheduled together and in sequence by enabling simultaneous scheduling of dependent service appointments, defining the order and timing of the service appointments, and ensuring that the service appointments are assigned to the same resource and scheduled on the same day[235]. Creating a dependency between the two appointments and setting the start times to be the same would not work because it would not ensure that one appointment is completed before starting the next. Adding the Complex Work Visualforce page to the Service Appointments page would not work because it is not a feature of Salesforce Field Service.

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_settings_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_appointment_dependencies_overview.ht m&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_appointment_dependencies_create_edit _delete.htm&type=5

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QUESTION: 80

Universal Containers just started its Field Service Implementation and is configuring Service

Territories and
Locations. The Locations need to be associated to Territories. In which two ways should the Consultant show this relationship? Choose ? answers

Add the Service Territory Location Related List on the Service Territory page layout.
Add the Service Territory Location Related List on the Location page layout.
Create the Service Territory Location as a Service Territory lookup field.
Create the Service Territory Location as a Location lookup field.

Answer(s): A,B

Explanation:

Service Territory Location is a junction object that links Service Territory and Location objects[236]. Related Lists are components on page layouts that show records that are related to a record through a lookup or master-detail relationship[237]. Adding the Service Territory Location Related List on the Service Territory page layout and adding the Service Territory Location Related List on the Location page layout would allow Universal Containers to show how Locations are associated to Territories by displaying a list of Service Territory Locations on each record[238]. Creating the Service Territory Location as a Service Territory lookup field or creating the Service Territory Location as a Location lookup field would not work because they are not valid fields on either object.

Reference:

https://developer.salesforce.com/docs/atlas.en-
us.api.meta/api/sforce_api_objects_serviceterritorylocation.htm https://help.salesforce.com/s/articleView?id=sf.customize_related_lists.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_territory_locations_overview.htm&type=

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