Field-Service-Consultant Salesforce Certified Field Service Consultant (SP23) Questions and Answers

Work Orders are records that track customer requests for service such as repairs or maintenance[47]. Work Order Line Items are records that track specific tasks or products related to a work order[48]. Service Appointments are records that track the date, time, duration, and assigned resource for a work order or work order line item[49]. Adding each Asset to a separate Work Order Line Item or a separate Work Order would allow handling the service associated with each container independently by creating different records for different containers. Creating a Service Appointment for each Line Item or each Work Order would allow scheduling and dispatching the service associated with each container independently by assigning different resources and time slots for different containers. Adding each Asset to a separate child Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. Creating a Service Appointment for the parent Work Order would not allow handling the service associated with each container independently by assigning one resource and time slot for all containers. References: 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 https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5

Lightning Components are reusable units of user interface that can be customized and embedded in different pages or apps[180]. Work Order Line Items are records that track specific tasks or products related to a work order[181]. Creating a custom Lightning Component that displays Work Order progress and deploying it to Technicians through the Salesforce Field Service mobile app would allow Universal Containers’ Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app by creating a component that shows the status or completion percentage of work order line items and adding it to the work order line item card layout in the mobile app settings[182]. Creating a custom Visualforce page and adding an external link in the Salesforce Field Service mobile app to view the page in the mobile browser would not allow Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app. Visualforce pages are web pages that can display custom user interface using HTML, CSS, JavaScript, and Apex[183]. Creating a Report Chart that summarizes Work Order Line Items and adding a link to the Service Appointment layout would not allow Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app. Report Charts are visual representations of report data that can be added to different pages or layouts[184]. Adding the Work Order Line Items related list to the Work Order page layout and assigning the layout to the Technician’s profile would not allow Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app. Related lists are lists of records that are directly related to another record and can be added to different page layouts[185]. References: https://developer.salesforce.com/docs/component-library/overview/components https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_mobile_custom_cards_overview.htm &type=5 https://developer.salesforce.com/docs/atlas.en-us.pages.meta/pages/pages_intro_what_is_it.htm https://help.salesforce.com/s/articleView?id=sf.reports_charts_adding_to_layouts.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.customize_related_lists.htm &type=5

This option allows automatically associating certain products to Work Orders based on the work type selected, and generating Work Order Line Items for those products. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5

This option allows applying different prices for the same product based on the customer agreement, and avoids duplicating products that have standard prices. References: https://help.salesforce.com/s/articleView?id=sf.fs_price_books.htm &type=5

Service Territory Location is a junction object that links Service Territory and Location objects[236]. Related Lists are components on page layouts that show records that are related to a record through a lookup or master-detail relationship[237]. Adding the Service Territory Location Related List on the Service Territory page layout and adding the Service Territory Location Related List on the Location page layout would allow Universal Containers to show how Locations are associated to Territories by displaying a list of Service Territory Locations on each record[238]. Creating the Service Territory Location as a Service Territory lookup field or creating the Service Territory Location as a Location lookup field would not work because they are not valid fields on either object. References: https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceterritorylocation.htm https://help.salesforce.com/s/articleView?id=sf.customize_related_lists.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_territory_locations_overview.htm &type=5

Status Transitions are settings that define which status updates are allowed or restricted for service appointments[205]. Pinned Statuses are settings that prevent service appointments from being rescheduled or unscheduled by scheduling or optimization services[206]. Ensuring that Status Transitions are configured to prevent the update from “Cannot Complete” to “Scheduled” and defining “Cannot Complete” as a Pinned Status for Scheduling and Optimization Services would allow Universal Containers to ensure that Service Appointments in a “Cannot Complete” status are unable to be rescheduled or unscheduled for history tracking purposes by restricting the status change from “Cannot Complete” to “Scheduled” and preventing scheduling or optimization services from moving or removing service appointments with the “Cannot Complete” status[207]. Defining “Cannot Complete” as a Pinned Status for Auto-Dispatch Services would not affect whether Service Appointments in a “Cannot Complete” status are able to be rescheduled or unscheduled. Auto-Dispatch Services are settings that automatically assign service appointments to resources based on predefined criteria[208]. Ensuring that Status Transitions are configured to allow the status update from “Cannot Complete” to “Scheduled” would not ensure that Service Appointments in a “Cannot Complete” status are unable to be rescheduled or unscheduled. It would enable the status change from “Cannot Complete” to “Scheduled”. References: https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_pinned_statuses_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions_create_edit_delete.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_auto_dispatch_overview.htm &type=5

This option allows visualizing the planned travel route for a technician on a map, based on the street-level directions and traffic conditions. References: https://help.salesforce.com/s/articleView?id=sf.fs_street_level_routing.htm &type=5

Reshuffle allows the dispatcher to automatically reschedule service appointments for a specific date range based on the current schedule and optimization rules1. In-day Optimization allows the dispatcher to optimize the schedule for a specific resource or territory based on real-time events such as cancellations or delays2. References: 1 https://help.salesforce.com/s/articleView?id=sf.fs_reshuffle.htm &type=5 2 https://help.salesforce.com/s/articleView?id=sf.fs_in_day_optimization.htm &type=5

This option should be recommended to meet this requirement, as it allows creating a service resource that represents a group of technicians who work together on the same service appointment. References: https://help.salesforce.com/s/articleView?id=sf.fs_crew_management.htm &type=5

Capacity-Based Service Resources are service resources that have a limited number of hours available for work per day or week[150]. Setting the Contractor Manager as a Capacity-Based Service Resource would allow Universal Containers to outsource 100 hours of weekly maintenance to an external Contractor by setting up criteria such as capacity hours per week equals 100 and capacity type equals weekly[151]. Creating the individual Technicians as Service Crew Members would not work because Service Crew Members are service resources that belong to a crew and share the same service appointments[152]. Setting the individual Technicians as Capacity-Based Service Resources would not work because Universal Containers does not have visibility into the individual external technicians. Creating the Contractor Manager as a Crew Service Resource would not work because Crew Service Resources are service resources that act as leaders or managers of a crew and can assign crew members to service appointments[153]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based_create_edit.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_create_edit_delete.htm &type=5

Match Fields work rules are rules that restrict travel distance between home location and first appointment location for resources[64]. Including a Match Fields work rule would allow limiting contractors to travel a maximum of 50 minutes from home by setting up criteria such as travel distance less than or equal to 50 minutes between home location field and first appointment location field[65]. Linking rules to Relevance Groups would not limit travel distance between home location and first appointment location for resources. Relevance Groups are groups of rules that apply only to specific types of services such as emergency or preventive maintenance[66]. Assigning a high efficiency score would not limit travel distance between home location and first appointment location for resources. Efficiency score is a metric that measures how well resources use their working hours based on factors

Work Types are templates that define the duration, skills, and products required for a work order or work order line item. By creating Work Types with Products Required, agents and dispatchers can quickly create Work Orders with the appropriate materials. Creating Work Types with Products Consumed or Products Required would not populate products on Work Orders automatically, but would require manual entry or consumption by technicians. Creating Work Types and Locations would not affect products on Work Orders, but would affect scheduling and optimization of service appointments. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5

These two objects are required when configuring an optimization job, as they define the scope and the criteria for the optimization process. References: https://help.salesforce.com/s/articleView?id=sf.fs_optimizer_overview.htm &type=5

Color Palettes are settings that allow dispatchers to customize the colors of service appointments on the Gantt based on different criteria such as status, priority, or rule violations[154]. Appointment List is a tool that allows dispatchers to view and filter service appointments in a list view based on different criteria such as status, priority, or rule violations[155]. Using these two features on the Dispatcher Console would allow visualizing Rule Violating Service Appointments by setting up color codes or filters based on rule violations. Gantt is a tool that allows dispatchers to view and manage service appointments on a timeline[156]. Gantt Map is a tool that allows dispatchers to view and manage service appointments on a map[157]. Using these two features on the Dispatcher Console would not allow visualizing Rule Violating Service Appointments by themselves unless combined with color palettes or appointment list. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_color_palettes_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_appointment_list_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_map_overview.htm &type=5

Gantt Palettes allow the dispatcher to color code service appointments based on any field value, such as revenue or priority. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_palettes.htm &type=5