Salesforce Field Service Quiz

Universal Containers (UC) customers have asset schedules to be moved between locations by field personnel. UC wants to implement a standard process focused on asset traceability. Which two objects should a consultant recommend to meet this requirement?

• Works orders

• Assets

• Cases

• Service Appointments

Universal Containers performs service which may require more than one task on a Work Order. A Consultant has recommended Work Order Line Items to manage the task (s). What should be considered as part of this solution to ensure tasks are dispatched?

• Work Order Line Items require a case for the field technician to perform the work

• All Work Order Line Items inherit the required skills for the associated Asset

• Work Order Line Items require a Service Appointment for a field technician to perform the work

• Scheduled Work Order Line Items have to be completed on a daily basis or rescheduled the end of day

Universal Containers wants the ability for their Field Technicians to log sales opportunities associated with their work Orders. What configuration should a consultant implements so field technicians can easily achieve this thought the field Service Mobile app?

• Quick action on Opportunity to Create Work Order

• Quick Action on Work Order Line items to create opportunity

• Quick Action on Work order to Create Opportunity

• Quick Action on Opportunity to create Work Order Line Item

Universal Containers wants to equip their field technicians with access to helpful information when they are in the field. What solution should a Consultant recommend to satisfy this requirement?

• Attachments on Cases

• Knowledge Base on Cases

• Custom Links on Works Orders

• Knowledge Base on Work Orders

Universal Containers would like to enforce a 48-hors SLA to ensure that Technicians perform certain follow-up activities after they leave a customer site. The starting point of SLA in when the Work Order Status is set to “Technician Wrap Up”. The Technician is required to provides confirmation that wrap up is completed. Which there configurations should a Consultant Implement to ensure this can be achieved?

• Create an Entitlement which has entry criteria for Status= Technicians Wrap Up

• Create a Milestone which has entry criteria for status = Technician Wrap Up

• Create custom field to capture that the Wrap UP activities have been completed

• Create a Workflow to close milestone when the wrap Up is completed

• Create a Process builder to close the Milestone when the Wrap Up is complete

Universal Container wants ensure that inventory needed for repair jobs is tracked and managed so Technicians have the material for their jobs. Which two ways should a Consultant recommend tracking these inventory requirements in Salesforce?

• Products Required for Service Resources

• Products Required for Service Appointment

• Products Required for Work Order Line Items

• Products Required for Works Orders

Universal Containers wants to track the local associated price when servicing Work Order for customers. Which two of the following should a Consultant recommend?

• Use Work Order and Work Order Line Items

• Use the Einstein Pricing configurator

• Set up Products and Price Books

• Use a custom object to model the Work Order Pricing

Approximately 70% of Universal Containers´ site visits are inspections and quotation sessions same set of resource skills to complete. What should a Consultant recommend to streamline the creation of these work orders?

• Train Technicians to use duplicate Work Order feature

• Launch the Work Order Standardization Wizard

• Create a Standard set of Work Order Line Items

• Create Work Types for use on work Orders