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| Section | Objectives |
|---|---|
| Field Service Fundamentals | - Field service business processes and use cases
|
| Configuration and Implementation | - Field Service setup and configuration
|
| Scheduling and Dispatch | - Scheduling optimization
|
| Work Order Management | - Work order creation and lifecycle
|
| Reporting and Optimization | - Analytics and performance tracking
|
| Mobile Workforce Management | - Salesforce Field Service Mobile App
|
1. Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers
A) Gantt
B) Appointment List
C) Gantt Map
D) Color Palettes
2. Technicians often need to generate a report in the customer's language.
Which configuration should the Consultant recommend to meet the requirement?
A) Update the Default Language of the Organization.
B) Add the Languagefield to the Contact Page Layout.
C) Add the Service Report Language field to the Work Order Page Layout.
D) Update the Language of the current User.
3. AW Computing groups its technicians based on seniority. The newest techs comprise Tier 1, move to Tier 2 after a year on the job, and get assigned to Tier 3 after 3 years on the job. Resources with more seniority should be considered for a job over resources with less seniority.
How should the field service administrator ensure this corporate policy is enforced considering the Customer First scheduling policy is utilized consistently except in emergency situations?
A) Create a queue for each tier group within each territory on the Service Appointment object.
B) Use the Priority field on the service resource assigning Tier 3 techs the lowest number and Tier1 techs with the highest number.
C) Create a custom number field to capture the tier number on the service resource.
D) Make a relevance group on the work rule to filter based on the tier number and add the rule to the policy.
4. An extreme whether situationimpacts both the volume of work and number of available resources at universal container Which approach should a consultant recommend to realign available resources with?
open work?
A) Resource Schedule optimization
B) Customer first scheduling
C) Emergency scheduling
D) Global optimization
5. Which fields on Service Appointments help ensure that they are completed within the agreed upon Service Level Agreement (SLA) with Universal Containers' customers?
A) Arrival Window Start, Arrival Window End
B) Earliest Start Permitted, Due Date
C) Scheduled Start, Scheduled End
D) Actual Start, Actual End
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: B |
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