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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Work Orders | 23% | - Explain the work order lifecycle and applicable statuses - Distinguish between work order line item types and their usage - Given a scenario, configure work order processes, parameters, and field settings - Apply the appropriate product and price book configurations for a scenario |
| Topic 2: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 3: Managing Scheduling and Dispatch | 28% | - Explain the usage of complex work and work capacity - Demonstrate how to use the dispatcher console - Given a scenario, determine the appropriate dispatch and scheduling settings - Explain the difference between global, local, and emergency scheduling - Determine the appropriate optimization rules and service objectives for a scenario |
| Topic 4: Field Service Mobile App | 10% | - Explain how to use the Field Service mobile app to perform field service tasks - Given a scenario, determine the appropriate configuration for the Field Service mobile app - Demonstrate how to configure offline data and push notifications |
| Topic 5: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 6: Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| Topic 7: Managing Resources | 16% | - Demonstrate how to use time off to manage resource availability - Explain the relationships between service territories, operating hours, and shifts - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) |
| Topic 8: Inventory and Order Management | 10% | - Distinguish between product items, product item transactions, and product requests - Given a scenario, determine the appropriate settings for product item tracking - Explain the inventory and order management process |
1. Universal Containers wants to prevent the lunch breakfrom interfering with existing scheduled work.
How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1 PM?
A) Create Resource Absences every day.
B) Use the Resource Availability Rule.
C) Use appropriate Resource Operating Hours.
D) Create a recurring Service Appointment.
2. A customer wants to return a defective product instead of scheduling a Service Appointment.
How should this product be tracked in Salesforce Field Service?
A) Create a Work Order and Work Order Line Item.
B) Create a Return Order and Return Order Line Item.
C) Create a Return Order and relate it to the Product.
D) Create a Product Request and Product Request Line Item.
3. in which two scenarios should a consultant recommend multi day service appointment? Choose 2 answers
A) Jobs can take longer than the available resources hours in a day.
B) jobs require consecutive days of work and can span over weekends.
C) jobs need to be performed at the same site on the same day of the week.
D) jobs require multiple stages of work performedby different resources.
4. To prepare for an upgrade, a mobile technician creates a product request for three circuit boards to be sent from the main warehouse to the customer site. The completed job needs two of the boards. Which two Field Service tools should the technician use to return the unused circuit board to the warehouse? Choose TWO answers
A) Work Order
B) Return Order
C) Product Transfer
D) Product Receipt
5. Universal Containers Technicians frequently need to request more parts from another inventory location when stock runs low.
How can Universal Container Technicians achieve this for each product requested?
A) Create a Product Consumed and a Produc request line item.
B) Create a Product Request and a Product request line item.
C) Create a Shipment and a Productrequest line item.
D) Create a Work Order Line Item and a Product request line item.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: A,B | Question # 4 Answer: B,D | Question # 5 Answer: B |
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