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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuring Mobility | 10% | - Enable mobile workflows and sign-off processes - Distinguish mobile app capabilities - Configure Field Service mobile app settings |
| Topic 2: Permissions and Sharing | 5% | - Manage territory visibility and sharing rules - Configure permission sets and access |
| Topic 3: Configuring Maintenance Plans | 5% | - Design and implement maintenance plans - Schedule recurring work |
| Topic 4: Managing Work Orders | 23% | - Manage work order lifecycle, line items, and milestones - Relate work orders, service appointments, and products - Configure work order processes, types, and parameters |
| Topic 5: Managing Assets | 5% | - Maintain assets and asset relationships - Track asset history and maintenance |
| Topic 6: Managing Scheduling and Optimization | 28% | - Use dispatcher console and scheduling tools - Configure scheduling policies and optimization rules - Manage service appointment lifecycle and assignment - Set up operating hours and availability |
| Topic 7: Managing Resources | 16% | - Understand license types and deployment - Manage time sheets, operating hours, and skills - Set up and manage crews and resource types - Configure service territories and membership |
| Topic 8: Managing Inventory | 8% | - Select inventory and price book models - Manage products, consumption, and returns |
1. 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
2. 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 incharge of updating Service Appointments and Work Orders upon completion.
How should a Consultant implement the requirement?
A) Set the Contractor Manager as a Capacity-Based Service Resource.
B) Create the individual Technicians as Service Crew Members.
C) Create the Contractor Manager as a Crew Service Resource.
D) Set the individual Technicians as Capacity-Based Service Resources.
3. Northern Trail Outfitters (NTO) asks its clients for feedback on every service visit. NTO wants to dispatch the appropriate Technicians based on customer feedback.
What are two ways the Consultant can meet this requirement?
Choose ? answers
A) Configure customer preferences on the Service Resource record.
B) Configure and add excluded and required resource business objectives to scheduling policies.
C) Configure and add excluded and required resource Work Rules to scheduling policies.
D) Configure resource preferences on the Account or Work Order.
4. Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.
When designing theCustomer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming appointment?
Choose 2 answers
A) Scheduled End
B) Arrival Window End
C) Scheduled Start
D) Arrival Window Start
5. Ursa Major Solar tracks installed products using the Salesforce Asset object. Each individual solar panel is treated separately. To save money on service calls, many times customers will wait to have a technician come onsite until there are multiple panels that need servicing.
How should the callout for multiple panels be treated in Salesforce?
A) Create a work order for each installed product and a work order dependency to assign to the same resource.
B) Create a work order with a work order line item for eachinstalled product.
C) Create an asset hierarchy with each installed product as a child asset in the hierarchy.
D) Create a work order hierarchy with each installed product as a child work order.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: C,D | Question # 4 Answer: B,D | Question # 5 Answer: B |
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