Universal Containers sells widgets with multiple components. Based on a problem reported by a customer, one or more of the components need to be replaced.

What should a Consultant recommend to accurately record the required work?

A. Service Appointments and Service Appointment Line Items

B. Work Orders with Products Consumed

C. Work Orders with Work Order Line Items

D. Work Orders with Service Appointments

Universal Containers (UC) wants to schedule Work Orders only if Technicians have the necessary qualifications to complete the designated work. In which two ways can UC achieve this?

Choose 2 answers

A. Leverage the Match Skills Scheduling Policy when scheduling appointments.

B. Create Skills that relate to qualifications from Setup and assign them to a Service Resource.

C. Leverage the Match Skills Work Rule when scheduling appointments.

D. Create Skills that relate to qualifications from the Skills tab and assign them to a Service Resource.

Universal container provides installation services for each of its products. Each product requires different number of times, and a different sets of installation tasks.

How should a consultant configure field service lightning to support this service

A. Use the work type to define the installation services for each product- use work order to track work for each customer - use service appointment to assign the work

B. Use cases to define the installation services for each product - use service appointment to track the work for each customer- use work order to assign the work

C. Use service appointment to define the installation services for each product - use work order to track order for each customer use task to assign the work

D. Use work order to define the installation services for each product use work type to each work - use work type to track work for each customer - use service appointment to assign the work

Universal Containers' (UC) Technicians identify and complete additional work when they are at a customer site. UC wants to track the additional work using the Salesforce Field Service mobile app.

How should the Consultant meet this requirement?

A. Add the Work Order Line Item related list to the Work Order page to allow creation of additional line items.

B. Create a Quick Action to create a Work Order Line Item. Add a Quick Action to the Work Order Layout.

C. Create a Visualforce page to create Work Order Line items. Add a Visualforce page to the Work Order Layout.

D. Add the Work Order related list to the account to allow creation of additional line items.

Universal containers has customers who have previously negotiated pricing on some products.

Which price book structure should a consultant recommend when considering the implications of pricing on work orders?

A. Utilize a custom global price book and add all products as price book entries

B. Utilize a custom global price book and add price negotiated products as price book entries

C. Create customer specific price books and add all products as price book entries

D. customer specific price books and add only price negotiated products as price Create book entries

When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there are no milestones listed when viewing the record.

How should this issue be resolved?

A. Make sure the case entitlement record is being shared with the service resource.

B. Add work order milestones after the case milestones to the entitlement process.

C. Ensure the work order entitlement is related to the same process as the case entitlement.

D. Create a separate entitlement process associated to the work order object.

Universal containers have a call center that responds to requests from customers and schedules time for field service engineers (FSEs) to perform work on assets owned by the client. Call center agents are responsible for booking appointments.

Which permission set license should be assigned to the call center agents?

A. FSL dispatcher license

B. FSL agent license

C. FSL admin license

D. FSL resource license

Universal Containers wants to limit their Technicians' view of Work Orders and Service Appointments in the Salesforce Field Service mobile app. What should a Consultant recommend to control their Technicians' view?

A. Mini-Page Layouts

B. Page Layouts

C. Visualforce Pages

D. Field Sets

Universal Containers wants to track how much time each Technician is actively working each day. Which two data elements should be captured in order to calculate percentage of time spend actively working?

A. Technician hours at client location.

B. Technician work orders completed

C. Technician hours traveling

D. Technician hours per day.

When should both the Root Work Order and Root Work Order Line Item fields be added to page layouts?

A. When a service process dictates that there are two levels in a Work Order Hierarchy and two levels in the Work Order Line Hierarchy. (Parent Work Order can be used)

B. When a service process dictates that there is a single level in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.

C. When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.

D. When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than a single level in the Work Order Line Hierarchy.