Master the Salesforce Certified Field Service Consultant (WI24) Field-Service-Consultant Exam with Confidence!

This option allows tracking each door lock as a unique product item with its own serial number and inventory location. References: https://help.salesfo rce.com/s/articleView?id=sf.fs_product_items.htm&type=5

A custom lightning component that displays work order progress can be created using Lightning Web Components or Aura Components and deployed to technicians through the Field Service Mobile App using Mobile App Extensions. Adding the work order line items related list to the work order page layout would not show the work progress on the work order line-item card in the Field Service Mobile App. Creating a custom visual force page or a report chart would not be compatible with the Field Service Mobile App user interface. References: https://developer.salesforce.com/docs/component-library/documentation/en/lwc https://developer.salesforce.com/docs/atl as.en-us.lightning.meta/lightning/ https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_extensions.htm &type=5

Updating the Resource as not available allows marking a resource as unavailable for a specific time period due to sickness, vacation, or other reasons[27. Selecting the affected Service Appointments and pressing “Schedule” allows rescheduling multiple service appointments at once based on predefined criteria such as travel time or priority[28. Dragging and dropping the Service Appointments to other available Resources and running Optimization would reschedule service appointments manually and then run an optimization process that could override the manual changes[29. Asking the Customer Service Rep to call the customers and manually re-schedule for another day would not use the scheduling features of Field Service and could result in customer dissatisfaction or missed service level agreements. Changing the Scheduling Policy to “High Intensity” and activating the Background Optimization process would change the optimization criteria for all service appointments and run an optimization process in the background that could take a long time to complete[30. References: https://help.salesforce.com/s/articleView?id=sf.fs_resource_absences_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_schedule_service_appointments.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_over view.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_background_optimization_overview.htm &type=5

This option allows tracking customer purchases of serialized components as assets and defining parent-child relationships between them. References: https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm &type=5

Soft Boundaries and Customer First are two default scheduling policies that meet the requirement of committing preferred resources to accounts and providing prompt service. Soft Boundaries prioritize resources that are assigned to the same account or service territory as the service appointment. Customer First prioritize resources that have the highest customer satisfaction rating.

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

Creating a new Service Appointment on the original Work Order is the best option because it will allow Universal Containers to track the work that was done on the initial visit and the work that needs to be done on the return visit. Rescheduling the Service Appointment for the new date is also a good option because it will allow Universal Containers to track the date and time of the return visit.

The other two options are not as good because they will not allow Universal Containers to track the work that was done on the initial visit. Creating a new Work Order and Service Appointment would create a new record for the return visit, which would not be linked to the original Work Order. Rescheduling the Work Order for the new date would reschedule the entire Work Order, including the initial visit, which would not be accurate.

This option allows capturing multiple signatures on a service report by creating different signature types (such as customer approval or technician verification) and adding them to the service report template. References: https://help.salesforce.com/s/articleView?id=sf.f s_signature_types.htm&type=5

Soft Boundaries and Customer First are two default scheduling policies that meet the requirement of committing preferred resources to accounts and providing prompt service. Soft Boundaries prioritize resources that are assigned to the same account or service territory as the service appointment. Customer First prioritize resources that have the highest customer satisfaction rating.

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