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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
| Topic 2: Managing Scheduling and Dispatch | 28% | - Given a scenario, determine the appropriate dispatch and scheduling settings - Explain the difference between global, local, and emergency scheduling - Demonstrate how to use the dispatcher console - Determine the appropriate optimization rules and service objectives for a scenario - Explain the usage of complex work and work capacity |
| Topic 3: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 4: 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 |
| Topic 5: 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 6: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 7: Managing Resources | 16% | - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) - Explain the relationships between service territories, operating hours, and shifts - Demonstrate how to use time off to manage resource availability |
| Topic 8: Managing Work Orders | 23% | - Given a scenario, configure work order processes, parameters, and field settings - Apply the appropriate product and price book configurations for a scenario - Distinguish between work order line item types and their usage - Explain the work order lifecycle and applicable statuses |
1. Universal Containers (UC) provides services to multiple machines installed at customer sites. Each machine has different issues that need to be fixed. UC wants to track progress, different parts used, and time spent on each machine when dispatching a Technician.
How should the Consultant meet these requirements?
A) Each Asset will have a Service Appointment that will represent the work needed for each machine.
B) Work Orders will have multiple Service Appointments. Each Service Appointment will be linked to the Asset.
C) Each Account will have a Service Appointment that will represent the work to be done at the customer site.
D) Work Orders will have multiple Work Order Line Items. Each Work Order Line Item will be linked to the Asset and have a Service Appointment.
2. Universal Containers (UC) is rolling out InventoryManagement to better manage parts and inventory. UC wants to automatically associate certain parts and products to Work Orders upon creation based on the work to be performed.
How should the Consultant meet this requirement?
A) Add Products to the Work Order Products Related List on the Asset object.
B) Add Products to the Products Required Related List on the Work Type object.
C) Add Products to the Work Order Products Related Liston the Work Type object.
D) Add Products to the ProductsRequired Related List on the Asset object.
3. An inventory manager at Universal Containers wants to better understand the distribution of a critical and expensive part across all inventory locations as the part is reused and restocked.
What should the Consultant leverage to meet this requirement?
A) Assets
B) Maintenance Plan
C) Product Item
D) Entitlement Plan
4. Technicians at Universal Containers use the Salesforce Field Service mobile app at customer sites. After completing work, the Technician updates the ServiceAppointment status to Complete and saves the record.
Dispatchers see the appointment as Dispatched on the console instead of seeing the Complete status update.
Which two troubleshooting steps should a Consultant take to resolve the issue?
Choose 2 answers
A) Investigate the Work Order lifecycle.
B) Review Service Appointment automation.
C) Verify the Dispatcher ran the Service Appointment data job.
D) Confirm the Technician's mobile device is online.
5. Org-Wide Default sharing is set to Private in a Salesforce org.
If the FieldService Lightning User Territory feature is enabled, which three objects will be visible to users who are part of the User Territory?
Choose 3 answers
A) Work Orders
B) Accounts
C) Resource Absences
D) Service Resources
E) Work Types
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: B,D | Question # 5 Answer: A,C,D |
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