Northern Trail Outfitters is implementing drip feed dispatching. When testing the new functionality,
the drip does not dispatch appointments as expected. A consultant is engaged to troubleshoot the
issue.
What is preventing the drip feed from triggering?
D
Explanation:
Drip feed dispatching is a feature that allows dispatching service appointments gradually throughout
the day based on a drip feed rate defined for each service territory or resource. If other scheduled
jobs are dispatching appointments and exceeding the drip feed value, then the drip feed dispatching
will not trigger as expected. The appointment status going from Scheduled to Completed or being
Canceled, Completed, or Cannot Complete does not affect drip feed dispatching, as these are valid
status transitions for dispatched appointments. The default drip feed setting does not override the
drip feed rate on a service territory, but provides a fallback value if no rate is specified on the
territory
or
resource
level.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_settings.htm&type=5
in which two scenarios should a consultant recommend multi day service appointment? Choose 2
answers
A, D
Explanation:
Multi-day service appointments are used when jobs can take longer than the available resources
hours in a day or require consecutive days of work and can span over weekends. Jobs that need to be
performed at the same site on the same day of the week or require multiple stages of work
performed by different resources can be handled by single-day service appointments with
appropriate
scheduling
policies
and
optimization
rules.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_multiday_service_appointments_overview.htm&t
ype=5
A Technician at Universal Containers (UC) is responsible for servicing multiple Assets at a customer
site during a single visit. UC wants to minimize impact for the customer and consolidate work for its
Technician.
What should the Consultant recommend to meet this requirement?
B
Explanation:
A Service Appointment with a single Work Order with Work Order Line Items for each Asset allows
servicing multiple Assets at a customer site during a single visit with minimal impact for the
customer and consolidated work for the Technician[28. Creating and scheduling independent Work
Orders for each Asset, each with a Service Appointment, would create unnecessary complexity and
duplication. Creating designated Time Slots to ensure appropriate time is held to accommodate
these types of visits would not address the requirement of servicing multiple Assets. Creating a
single Work Order with Work Order Line Items for each Asset, each with a Service Appointment,
would
create
redundant
service
appointments
for
the
same
visit.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.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_order_line_items.htm&type=5
universal container requires trained inspectors to make 3 site visits per year to inspect the container
customers' sites. These visits must be scheduled within 14 days of inspection due date.
What are two ways a Consultant can configure maintenance plans to meet the requirements?
Choose 2 answers
A, D
Explanation:
A generation horizon is the number of days before the maintenance plan start date that work orders
are generated. A generation time frame is the number of days before the maintenance plan end date
that work orders are generated. To ensure that work orders are generated within 14 days of
inspection due date, both the generation horizon and the generation time frame should be set to 14
days. Associating a work type called site or a required skill called site visits to maintenance plans
would not affect the timing of work order generation, but would affect the scheduling and
assignment
of
service
appointments.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm&type=5
Universal containers want technicians to view work progress through the work
order line-item card in the field service lightning mobile app.
Which configuration steps should a consultant take to meet this requirement?
C
Explanation:
A custom lightning component that displays work order progress can be created using Lightning Web
Components or Aura Components and deployed to technicians through the Field Service Mobile App
using Mobile App Extensions. Adding the work order line items related list to the work order page
layout would not show the work progress on the work order line-item card in the Field Service
Mobile App. Creating a custom visual force page or a report chart would not be compatible with the
Field
Service
Mobile
App
user
interface.
Reference:
https://developer.salesforce.com/docs/component-library/documentation/en/lwc
https://developer.salesforce.com/docs/atlas.en-us.lightning.meta/lightning/
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_extensions.htm&type=5
An agent has to create a Work Order for a complex installation. A Work Order Line Item is created for
each
required component so it can be tracked and priced separately. However, a few of the components
are only on the
company’s Preferred Price Book while the others are on the U.S. Price Book.
Which solution should a Consultant recommend so the agent can meet this requirement?
C
Explanation:
A Work Order can have only one Price Book associated with it, which is determined by the Price Book
selected on the Work Type. To use products from different Price Books on the same Work Order, the
price on Work Order Line Items for products on other Price Books can be overridden manually or by
using automation tools such as Process Builder or Apex triggers. Creating one Work Order for each
Price Book or using Work Types to assign Price Books to each Work Order Line Item would not allow
using products from different Price Books on the same Work Order. Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5
Service technicians at AW Computing use the Field Service mobile application when in the field. The
technicians rely on Knowledge articles to assist them with completing assigned work.
How should the solution be configured to ensure technicians can access relevant Knowledge articles?
B
Explanation:
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 the Field Service Mobile App to view
their
assigned
tasks.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_item_card.htm&type=5
Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations
around upcoming appointments.
When designing the Customer Service Representative's user interface, in most cases, which two
fields should be shared with the customer about an upcoming appointment?
Choose 2 answers
B, D
Explanation:
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 customers to 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. Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5
Universal Containers's Technicians may be assigned to Jobs with an arrival window to meet the
customer appointment time preference. Technicians are also assigned to Jobs without a preferred
appointment time.
In which two ways should the Consultant define Operating Hours to meet this requirement?
Choose 2 answers
CD
Explanation:
Operating Hours define when service resources are available for work and when customers can book
appointments. The Time Slots for Appointment Booking setting determines how operating hours are
divided into time slots that can be assigned to service appointments. The Maintenance Plan for the
Account or the Due Date of the Service Appointment do not affect operating hours, but are used to
generate
and
schedule
recurring
work
orders.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm&type=5
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?
B
Explanation:
A Product Request record can be added to a Work Order to request a product from inventory for a
service appointment. A Work Type is a template that defines the duration, skills, and products
required for a work order or work order line item. A Service Appointment is a record that represents
a scheduled visit by a service resource to a customer location. A Service Report is a document that
summarizes
the
details
and
outcomes
of
a
service
appointment.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fs_product_requests.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_reports.htm&type=5