Free Salesforce Field-Service-Consultant Practice Exam with Questions & Answers | Set: 2

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

Articles are records that contain information or instructions about products, services, or processes[168]. Work Orders are records that track customer requests for service such as repairs or maintenance[169]. Writing a workflow that associates Articles to Work Orders based on a picklist on the Work Order would allow Universal Containers to ensure its Technicians can access Knowledge Articles offline by creating a workflow rule that triggers when a picklist value on the work order is selected and adds the relevant articlesto the work order related list[170]. Using Work Types to assign associated Articles to Work Orders would not work because Work Types are records that define the standard tasks and duration for a specific type of work and do not have a direct relationshipwith articles[171]. Using the Salesforce mobile app with deep linking to the Salesforce Field Service mobile app would not work because deep linking is a feature that allows launching one app from another app and does not affect offline access[172]. Creating a custom mobile app that syncs articles based on Service Appointment assignments would not work because it would require additional development and maintenance and would not leverage the existing Salesforce Field Service mobile app features[173]. References: https://help.salesforce.com/s/articleView?id=sf.knowledge_article_types.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_work_orders_knowledge_articles.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_work_types_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_mobile_deep_linking.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_mobile_overview.htm &type=5

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

Enabling the sharing features in the Field Service settings in the Setup menu allows sharing dispatched service appointments with assigned resources regardless of the private record access model in sales, support, and field service organizations[50]. Creating a user territory for thetechnicians’ primary and secondary territories would not ensure that they have access to the service appointments dispatched to them. Creating a process to change the owner of the service appointment to the assigned technician would not work if multiple resources are assigned to the same service appointment. Configuring a sharing rule to share dispatched service appointments with the assigned resource would not work if multiple resources are assigned to different crews or teams. References:https://help.salesforce.com/s/articleView?id=sf.fs_sharing_overview.htm &type=5

Arrival Window Start and Arrival Window End are fields on the Service Appointment that indicate when a technician is expected to arrive at a customer site based on travel time and service duration calculations. These fields can be shared with customersto set expectations around upcoming appointments. Scheduled End and Scheduled Start are fields on the Service Appointment that indicate when a technician is scheduled to start and end their service based on their availability and assigned time slots. These fields are not accurate indicators of when a technician will arrive at a customer site, as they do not account for travel time and service duration variations. References:https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5

These three considerations should be taken into account when implementing service level agreements for work orders, as they affect how milestones are created and applied to work orders. References:https://help.salesforce.com/s/articleView?id=sf.fs_milestones_for_work_orders_overview.htm &type=5

Attaching relevant articles to the work order or work order line items allows technicians to access them offline using the Field Service Mobile App. Creating a quick action on the work order to search the Knowledge base would not ensure offline access, as it would require an internet connection to perform the search. Updating the Service Appointment page layout to include the Articles related list or adding the Knowledge Lightning component to the Field Service Mobile App would not be effective, as technicians use the Work Order Line Item Card in theField Service Mobile App to view their assigned tasks. References: https://help.salesforce.com/s/articleView? id=sf.fs_mobile_app_overview.htm&type=5https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_item_card.htm &type=5

This option should be recommended to implement this process, as it allows scheduling two technicians to complete a job at different times by creating two separate service appointments and assigning them to different resources. References:https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5

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 byrunning 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 workidentified 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. References: 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=5https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_batch_interface.htm

Gantt Palettes allow the dispatcher to color code service appointments based on any field value, such as revenue or priority. References:https://help.salesforce.com/s/articleView?id=sf.fs_gantt_palettes.htm &type=5