Salesforce - Priscilla Hong

Question 1:

Universal Containers wants to ensure that Service Appointments are only assigned to Active Resources. Which configuration should a consultant recommend for the Scheduling Policy?

A.    Match Fields

B.    Preferred Resources

C.    Match Boolean

D.    Required Resources.

Answer: C

Explanation: Match Boolean is an optimization criterion that prioritizes matching service appointments with resources based on boolean fields such as certifications or preferences. Using Match Boolean in the Scheduling Policy would allow Universal Containers to ensure that Service Appointments are only assigned to Active Resources by creating a boolean field on the service resource object such as Active Resource and setting it to true or false depending on their status.

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

Question 2:

Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only. How can this be configured?

A.    Include the Match Territory Work Rule in the Scheduling Policy.

B.    Include the Resource Availability Work Rule in the Scheduling Policy.

C.    Mark the Service Territory's Resources as Required on the Service Appointments.

D.    Ensure the Resource's Address is in the same Territory as the Service Appointments.

Answer: A

Explanation: A work rule is used to define scheduling constraints and preferences for service appointments. The Match Territory work rule is used to ensure that service appointments are dispatched to resources from the same service territory only. https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_work_rules_match_territory.htm&type=5

Question 3:

Northern Trail Outfitters wants to report on its Assets and reflect their attributes including hierarchical relationships. How should the Consultant meet this requirement?

A.    Use the Assets without Products report.

B.    Use standard reports and reference the Parent Asset and Root Asset fields.

C.    Create custom reports and reference the Parent Asset and Root Asset fields.

D.    Enable and customize the View Asset Hierarchy action.

Answer: B

Explanation: This option allows reporting on assets and their attributes, including hierarchical relationships, by using the standard asset reports and fields. References: https://help.salesforce.com/s/articleView?id=sf.assets_rel_hierarchical.htm&type=5

Question 4:

Universal Containers outsources 100 hours of weekly maintenance to an external Contractor. Jobs are assigned to a Contractor Manager instead of individual external technicians. The Contractor Manager is in charge of updating Service Appointments and Work Orders upon completion. How should a Consultant implement the requirement?

A.    Create the individual Technicians as Service Crew Members.

B.    Set the individual Technicians as Capacity-Based Service Resources.

C.    Set the Contractor Manager as a Capacity-Based Service Resource.

D.    Create the Contractor Manager as a Crew Service Resource.

Answer: C

Explanation: Capacity-Based Service Resources are service resources that have a limited number of hours available for work per day or week. Setting the Contractor Manager as a Capacity-Based Service Resource would allow Universal Containers to outsource 100 hours of weekly maintenance to an external Contractor by setting up criteria such as capacity hours per week equals 100 and capacity type equals weekly. 

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

Question 5:

AW Computing uses a private record access model in the sales, support, and field service organizations. How should the system administrator ensure that the technicians have the appropriate access to the service appointments dispatched to them?

A.    Create a user territory for the technicians' primary and secondary territories.

B.    Create a process to change the owner of the service appointment to the assigned technician.

C.    Enable the sharing features in the Field Service settings in the Setup menu.

D.    Configure a sharing rule to share dispatched service appointments with the assigned resource.

Answer: C

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

Question 6:

A technician needs to get replacement part for damaged inventory on them for an upcoming job. To which object should the technician add a product request record?

A.    work types

B.    work order

C.    service appointment

D.    service report

Answer: B

Explanation: A Product Request record can be added to a Work Order to request a product from inventory for a service appointment. (A) A Work Type is a template that defines the duration, skills, and products required for a work order or work order line item. (C) A Service Appointment is a record that represents a scheduled visit by a service resource to a customer location. (D) A Service Report is a document that summarizes the details and outcomes of a service appointment. https://help.salesforce.com/s/articleView?id=sf.fs_create_part_requests.htm&type=5

Question 7:

The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is signed. Which two configurations should a consultant implement to prevent Work Orders from being closed? Choose 2 answers

Choose ALL answers that apply.

A.    Custom Work Order Escalation Rules

B.    Custom Approval Process on Work Orders

C.    Custom Work Order Status

D.    Custom Validation Rule on Work Orders

Answer: B, D

Explanation: A custom approval process on work orders is used to define the steps and criteria for approving a work order before it can be closed. A custom validation rule on work orders is used to check the data entered on a work order and prevent it from being saved if it does not meet the specified conditions. By using these configurations, the system can prevent work orders from being closed until the customer service report is signed. https://help.salesforce.com/s/articleView?id=sf.fields_about_field_validation.htm&type=5

Question 8:

When completing a Work Order in the field, the Technician needs to capture two signatures to ensure compliance. Which steps are needed to configure the signature capture?

A.    Create a Flow that adds two Signature Blocks when the Service Report is generated,

B.    Create relevant Signature Types and add Signature Blocks to the Service Report Template.

C.    Create two custom fields for the Service Appointment and use Flows to capture each signature.

D.    Create two Service Reports and add one Signature Block to each Report.

Answer: B

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

Question 9:

Universal Containers wants to ensure that inventory needed for repair jobs is tracked and managed, so Technicians have the material for their jobs. Which two ways should a consultant recommend tracking these inventory requirements in Salesforce? Choose 2 answers

A.    Products Required for Work Orders

B.    Products Required for Service Appointments

C.    Products Required for Work Order Line Items

D.    Products Required for Service Resources

Answer: A, C

Explanation: These two ways should be recommended to track these inventory requirements in Salesforce, as they allow specifying which products are needed for work orders or work order line items and updating the inventory accordingly. https://help.salesforce.com/s/articleView?id=sf.fs_create_products_required.htm&type=5

Question 10:

One of Universal Containers’ customers allows maintenance only between 12 PM -1:00 PM. On which object should a Consultant set Operating Hours to meet this requirement?

A.    Service Territories

B.    Service Territory Members

C.    Service Appointments

D.    Accounts

Answer: D

Explanation: This option allows setting operating hours for accounts to specify when service can be performed for customers. https://help.salesforce.com/s/articleView?id=sf.fs_oh_fields.htm&language=en_US&type=5