Free FIELD-SERVICE-CONSULTANT Exam Dumps PDF Preview

Question 1

Single choice

Universal Containers would like to provide Field Service Technicians the ability to capture details and customer approval on completed work so that the details can be compiled and sent to the customer electronically.

What should a Consultant recommend to meet this requirement?

A
Create a Process Builder to generate a report.
B
Create a custom report.
C
Use the standard Service Report
D
Use the standard Work Order email template.

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Correct answerC

Question 2

Single choice

The service director at Ursa Major Solar would like to understand the effect that service objectives have on the assignment of service appointments to service resources.

Where can the director view service objective scores for potential appointment time slots?

A
Bulk dispatch action
B
Book appointment action
C
Candidates action
D
Dispatch console

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Correct answerB

Question 3

Single choice

Universal Containers wants to give Field Technicians the ability to create follow-up appointments if they are unable to complete w Work Order due to missing inventory.

What should a Consultant implement to meet this requirement?

A
Implement a Macro to generate Service Appointments on the existing Work Order.
B
Implement a Quick Action to create a new Work Order Line Item on the existing Work Order.
C
Implement a Quick Action to create a new Service Appointment on the existing Work Order.
D
Implement a Custom Button to Create a Service Appointment on the existing Work Order.

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Correct answerC

Question 4

Multiple choice

Universal Containers's Technicians have 12 mandatory company holidays each calendar year.
Technicians need to view all of their absence records at once.

Which two applications should a Consultant recommend to meet this requirement? Choose 2 answers

A
Salesforce browser-based application
B
Salesforce Field Service mobile application
C
Custom mobile application
D
Salesforce mobile application

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Correct answersA, B

Question 5

Single choice

Universal Containers performs maintenance and repairs on Assets in the field and wants to in crease first-time fix rates.

What should a Consultant include when creating a Work Order?

A
Products Required and Estimated Duration
B
Products Required and Skill Requirements
C
Skill Requirements and Products Consumed
D
Estimated Duration and Sen/ice LevelAgreement

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Correct answerB

Question 6

Single choice

Universal Containers has negotiated two key SLAS: 1) initial response and 2) overall resolution of issues related to installed products.

What combination of Salesforce features should a Consultant recommend to support this use case?

A
Assets and Entitlements.
B
Assets and Service Contracts.
C
Accounts and Service Contracts.
D
Accounts and Assets

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Correct answerA

Question 7

Single choice

A Universal Containers' (UC) Technician is completing a service appointment, but is unable to finish one of the tasks defined on the Work Order Line Items because of insufficient Inventory.
Assuming UC is using the standard Work Order and Line Item status picklist values, how should the work be recorded?

A
Mark all completed Work Order Line Items as "Completed." Mark the incomplete Work Order Line Item as "Cannot Complete" and enter details in the Description field. Mark the parent Work Order as
"Cannot Complete".
B
Mark all Work Order Line Items as "Cannot complete," including the incomplete Work Order Line Item;
mark the parent Work Order as "In Progress."
C
Mark all completed Work Order Line Items as "Completed." Mark the incomplete Work Order Line Item as "Cannot Complete" and enter details in the Description field. Mark the parent Work Order as
"Closed"
D
Mark all completed Work Order Line Items as "Completed." Mark the incomplete Work Order Line Item as "Cannot Complete," and enter details in the Description filed. Mark the parent Work Order as
"Cancelled."

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Correct answerA

Question 8

Single choice

Northern Trail Outfitters (NTO) wants to track and report on individual tasks completed, including parts consumed and pricing details, as part of the Work Order completion process. NTO wants to schedule one or multiple tasks to different Technicians as needed.

How should the Consultant meet the requirement utilizing the standard Salesforce Field Service Data Model?

A
Create multiple Service Appointments, each with its own child Work Order Line Item.
B
Create Work Order Line Items, each with its own child Service Appointment.
C
Create multiple Service Appointments, each with its own child task records.
D
Create Custom Object records, each with its own child Service Appointment.

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Correct answerB

Question 9

Multiple choice

Northern Trail Outfitters (NTO) wants to use crews to service its customers. NTO's consultant recommends using the Crew Management tool to create and maintain the crews, and indicates that access to the tool is given via a permission set.

Which two permission sets should give a user access to the Crew Management tool? Choose 2 answers

A
FSL Agent Permissions
B
FSL Dispatcher Permissions
C
FSL Admin Permissions
D
FSL Resource Permissions

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Correct answersB, C

Question 10

Single choice

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.

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Correct answerD

Question 11

Single choice

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?

A
Create and schedule independent Work Orders for each Asset, each with a Service Appointment.
B
Create and schedule a Service Appointment with a single Work Order with Work Order Line Items for each Asset.
C
Create designated Time Slots to ensure appropriate time is held to accommodate these types of visits.
D
Create a single Work Order with Work Order Line Items for each Asset, each with a Service Appointment.

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Correct answerB

Question 12

Single choice

A dispatcher needs to reduce the backlog of service appointments in different territories and focus on Individual customer service. Which scheduling policy should the dispatcher use

A
Customer first
B
Emergency
C
High intensity
D
Soft boundaries

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Correct answerD

Question 13

Single choice

A dispatcher of a local power outage. All appointments in the affected area must be rescheduled to a

different day.

How should the dispatcher update the service appointment?

A
Create the report to identify the service appointment in the area of notified service resources.
B
Configure a new scheduling policy to change service appointment
C
Push reschedule notifications to service service resource using the field service lightning mobile app
D
Create a map polygon of affected area to select service appointment for rescheduling

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Correct answerD

Question 14

Multiple choice

Optimization for the Midwest is set to automatically run each night for the next three days. The dispatcher has noticed that the optimizer is leaving many service appointments unscheduled and has asked the consultant to troubleshoot the issue.

The consultant noticed that the optimization service run time per service appointment is set to low in field service settings.

Which two conditions should make the consultant consider setting the optimizer too high? Choose 2 answers

A
The scheduling policy used field is blank
B
The scheduling policy is producing too many candidates that qualify for each service appointment
C
Most service appointment have the same priority
D
The calculate travel and breaks field service setting is disabled for the service resource availability work rule.

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Correct answersB, C

Question 15

Single choice

Universal containers has identified a business process in which a customer support agent reviews an existing work order and needs to associate an additional part to the order for the technician to successfully complete the job.

How should a consultant support this process?

A
Add a new product required to the work order.
B
Add a new product consumed to the work order.
C
Add a new product required to the work type.
D
Add a new product consumed to the work rule.

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Correct answerC

Question 16

Single choice

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?

A
The appointment status is going from Scheduled to Completed.
B
The status on completed appointments can only be Canceled, Completed, or Cannot Complete.
C
The default drip feed setting is overriding the drip feed rate on a service territory.
D
Other scheduled jobs are dispatching appointments and exceeding the drip feed value.

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Correct answerD

Question 17

Multiple choice

Universal container is evaluating a strategy for reducing the cost of service using the automated scheduling

Which two approaches will contribute to this goal?

A
Reduce the travel time per work order
B
Reduce the overtime per work order
C
Reduce the number of territories
D
Reduce the work order per shift

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Correct answersA, B

Question 18

Multiple choice

A Universal Containers customer is having issues with three containers at the customer's site. Each container is tracked as an Asset on the customer's Account.

Which two methods should the Consultant recommend to ensure the service associated with each container can be handled independently? Choose 2 answers

A
Add each Asset to a separate Work Order Line Item. Create a Service Appointment for each Line Item.
B
Add each Asset to a separate child Work Order. Create a Service Appointment for the parent Work Order.
C
Add each Asset to a separate Work Order Line Item. Create a Service Appointment for the Work Order.
D
Add each Asset to a separate Work Order. Create a Service Appointment for each Work Order.

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Correct answersC, D

Question 19

Single choice

Universal container want to offer customers a maintenance plan that provides 12 monthly checkups the customer will call to schedule each visit.

How should consultant configure the maintenance plan to meet the requirements

A
Set frequency to 1 month; generation time frame 0; Check auto generate work order
B
Set frequency to 1 month; generation time frame 0; uncheck auto generate work order
C
Set frequency to 1 month; generation time frame 12; uncheck auto generate work order
D
Set frequency to 1 month; generation time frame 12; Check auto generate work orderc

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Correct answerB

Question 20

Multiple choice

Service resources at Universal Containers (UC) frequently work in more than one service territory.

The current scheduling policy looks only at primary territory. While UC still wants the optimizer to use the service resource's primary territory when scheduling, UC also wants the scheduling policy to look at the
resource's secondary service territories.

Which two scheduling policy changes should a Consultant recommend? Choose 2 answers

A
Select Working Location Enable Primary on the Working Territories Work Rule:
B
Remove the Match Territory Work Rule.
C
Include the Match Territory Work Rule.
D
Deselect Working Location Enable Primary on the Working Territories Work Rule.

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Correct answersA, C

Question 21

Single choice

Universal Containers wants their Technicians to capture potential up-sell opportunities identified during site visits that will then be addressed by the inside sales team.

What Configuration will support this requirement?

A
Create a Service Appointment Quick Action to create a Lead record and add it to the appropriate page layout.
B
Create a Web-to-Lead page that submits to the inside sales team. Add a link to the Case Page Layout.
C
Create a Public Group for the inside sales team, and share Work Orders to the group via Sharing Rules.
D
Configure a Flow against Cases that auto-creates leads and assigns them to the insides sales team Queue.

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Correct answerD

Question 22

Single choice

Universal Containers has Role-based Technicians and Managers who handle Service Appointments.
Many times, Technicians arrive on-site but are unable to gain access to the customer's equipment. In this scenario, only the Manager has permission to cancel the Service Appointment.

How should a Consultant recommend adhering to this business process?

A
Assign Permission Sets that allow Status Transitions.
B
Allow Status Transitions based on Role.
C
Limit Status Transitions based on Profile.
D
Configure Status Transitions based on Resource Type.

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Correct answerC

Question 23

Single choice

Universal Containers is experiencing an issue where Technicians are repeatedly called back to a job that has been completed in the past.

How should a Consultant recommend this information be tracked?

A
Create a new Work Order and relate it to the previous Work Order.
B
Create a new Work Order and relate it to the Customer.
C
Update a field called "Repeat Call" on the initial Work Order.
D
Create new Work Order Line Items under the initial Work Order.

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Correct answerA

Question 24

Multiple choice

What are the two benefits of using field service lightning apps instead of Salesforce mobile apps? Choose 2 answers

A
Agents view of upcoming service appointment
B
Offline access to flow
C
Native customer signature capture
D
Customized navigation menu

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Correct answersB, C

Question 25

Single choice

An inventory manager at universal containers wants to better understand the distribution of a critical and expensive part across all Inventory locations as the is reused and restocked.

What should the consultant leverage to meet this requirement?

A
Assets
B
entertainment plan
C
product item
D
maintenance plan

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Correct answerC

Question 26

Single choice

Universal Containers has external resources who only report back once a Service Appointment has been completed. All Internal resources need to report incremental progress on Service Appointments.

How should a Consultant recommend implementing statuses to support these different user groups?

A
Configure Status Transitions based on Resource Type.
B
Limit Status Transition based on Profile.
C
Allow Status Transitions based on Role.
D
Block Status Transitions using a Validation Rule.

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Correct answerB

Question 27

Single choice

Upon arrival for a Service Appointment, the Field Service Technician reports that a team of people is required to resolve the issue.

How can the Dispatcher ensure that the required staff is assigned to the project?

A
Assign the existing Work Order to a Crew.
B
Assign the existing Service Appointment to a Crew.
C
Assign the existing Work Order to each staff member.
D
Create a new Service Appointment and assign a Crew.

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Correct answerD

Question 28

Single choice

Universal containers want to standardize creation of work orders. Historically, work orders have been set up with the incorrect skills and estimated time to completion.

What should a consultant utilize to meet this requirement?

A
Work order record types
B
Entitlements
C
Work types
D
Entitlement templates

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Correct answerC

Question 29

Single choice

Universal container want to track technician van stock and consigned products.

How can this will be accomplished using the field service lightning standard object model?

A
Service resources will track van stock. Location will track time and customer sites
B
Location will track van stock. Account will track consigned products
C
Service resources will track van stock. Products consumed will track item at customer's site
D
Location will track van stock and items at customer's site

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Correct answerB

Question 30

Single choice

Universal Containers wants to assign Service Appointment based on the Polygon of the child service territory in the hierarchy.

How should a Consultant assign Service Appointments to the Polygon?

A
Set the Polygon Assignment Policy to the Highest Level.
B
Set the Territory Assignment Policy to the Highest Level.
C
Set the Territory Assignment Policy to the Lowest Level.
D
Set the Polygon Assignment Policy to the Lowest Level.

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Correct answerC

Question 31

Single choice

Universal Containers (UC) is rolling out Inventory Management 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 Products Required Related List on the Asset object.
D
Add Products to the Work Order Products Related List on the Work Type object.

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Correct answerB

Question 32

Single choice

Universal containers outsources 100 hours of weekly maintenance to an external contractor. Jobs are assigned to a contractor manager instead of individual external technicians. The contractor manager is in charge of updating service appointments and work orders upon completion.

How should a consultant implement the requirement?

A
Set the individual technicians as capacity-based service resources.
B
Create the individual technicians as service crew members.
C
Create the contractor manager as a crew service resource.
D
Set the contractor manager as a capacity-based service resource.

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Correct answerD

Question 33

Multiple choice

Universal containers is evaluating a strategy for reducing the cost of service using automated scheduling

Which toe approaches will contribute to this goal? Choose 2 answers

A
reduced overtime per work order
B
reduced travel time per work order
C
reduced work orders per shift
D
reduced number of territories

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Correct answersA, B

Question 34

Single choice

Geolocation tracking is enabled for Universal Containers's Technicians but should only apply to full-time employees.

How can geolocation tracking for contractors be disabled?

A
Set the Geolocation Update Frequency field to zero for contractors.
B
Add the Exclude Technician from Geolocation Tracking permission to a permission set and assign it to contractors.
C
Uncheck the Geocoding field on the Contractor's profile.
D
A Uncheck the Collect Service Resource Geolocation History field in Field Service Mobile Settings.

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Correct answerD

Question 35

Multiple choice

The dispatcher at universal containers wants wants to schedule service appointment from the dispatch console while taking the scheduling policy into consideration

Which three options are available to dispatchers?

A
Select the service appointment from the list, user the "change status" action and "dispatch"
B
Select the service appointment from the list and the "schedule" action
C
Select multiple service appointment from the list and bulk schedule them
D
Select a service appointment from the list, use the "candidates" action, and select the best time slot
E
Select a service appointment from the list, use the "edit" action and allocate the Resources

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Correct answersB, C, D

Question 36

Single choice

A Field Service Technician wants the ability to view a list of currently available parts on another Technician's truck. The Technician will then have ability to request the part(s) from the other Technician.

What should a Consultant recommend to view and transfer parts between Technicians?

A
Build a solution to utilize the Work Order reporting module to view the truck stock and request transfer of stock.
B
Build a solution to view the Technician's truck stock and create a custom process to request transfer to stock.
C
Build a solution to utilize the Parts transfer functionality to view the truck stock and request transfer of stock.
D
Build a solution to utilize the Asset inventory functionality to view the truck stock and request transfer of stock.

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Correct answerA

Question 37

Multiple choice

A universal container customer is having issues with three containers at the customer's site. Each container is tracked as an asset on the customer's account.

Which two methods should Consultants recommend to ensure the service with each container can be handled independently?

A
Add each asset to a separate work order line item. Create a service appointment for the work orders.
B
Add each asset to a separate child work order. Create a service appointment for the parent work order.
C
Add each asset to a separate work order line item. Create a service appointment for each line items.
D
Add each asset to a separate work order. Create a service appointment for each work order.

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Correct answersC, D

Question 38

Single choice

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
Work Orders will have multiple Service Appointments. Each Service Appointment will be linked to the Asset.
B
Each Asset will have a Service Appointment that will represent the work needed for each machine.
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.

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Correct answerD

Question 39

Multiple choice

Universal Containers wants to provide a pro-formal invoice to their customer at the completion of a Work Order.

Which three should a Consultant set up in order to achieve this requirement?

A
Create Account-wide Discounts.
B
Apply Promotion to the Work Order.
C
Apply Price Book to the Work Order.
D
AppCreate Products and Price Book Entries.
E
Create Work Order Line Items with Products.

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Correct answersC, D, E

Question 40

Single choice

Universal Containers wants their Technicians to create an additional visit to complete unfinished work within the Salesforce Field Service mobile application.

Which approach should a Consultant recommend to meet the requirement?

A
Define a Visualforce page that creates a newService Appointment record.
B
Define a Quick Action that creates a new Work Order record.
C
Define a Quick Action that creates a new Service Appointment record.
D
Define a Visualforce page that creates a new Work Order record.

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Correct answerB

Question 41

Multiple choice

Universal Containers is implementing Work Order Management to better support its clients.

Which two approaches should the Consultant consider to create work skills for the Service Resources? Choose 2 answers

A
Create the work skills using the FSL Lightning Web Component. Assign the skills to Service Resources. Add the skill to Work Types and Work Orders.
B
Create the work skills using Setup. Manually assign the skills to Service Resources.
C
Create the work skills using the FSL Lightning Managed Package wizard. Assign the skills to Service Resources. Add the skill to Work Types and Work Orders.
D
Create the work skills using the Guided Setup wizard. Assign the skills to Service Resources using Guided Setup.

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Correct answersB, D

Question 42

Multiple choice

Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers

A
Color Palettes
B
Gantt
C
Gantt Map
D
Appointment List

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Correct answersB, D

Question 43

Single choice

Universal Containers (UC) wants to measure their adherence to specific SLAs for all Work Orders.
In which order should a Consultant Implement the setup to achieve this requirement?

A
Set UP Milestones, Create Entitlement records, Set Up Entitlements Process for Work Orders.
B
Set Up entitlements Process for Work Orders, Set Up Milestones, Create Entitlement records.
C
Set Up Milestones, Set Up Entitlements Process for Work Orders, Create Entitlement records.
D
Create Entitlement records, Set Up Entitlements Process for Work Orders, Set Up Milestones.

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Correct answerC

Question 44

Single choice

Universal Containers has identified a business process in which a Customer Support Agent reviews an existing Work Order and needs to associate an additional part to the order for the Technician to successfully complete the job.

How should a Consultant support this process?

A
Add a new Product Required to the Work Order.
B
Add a new Product Required to the Work Type. 2
C
Add a new Product Consumed to the Work Rule. Seer
D
Add a new Product Consumed to the Work Order.

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Correct answerB

Question 45

Single choice

Universal Containers Technicians frequently need to request more parts from another inventory location when stock runs low.

How can Universal Container Technicians achieve this for each product requested?

A
Create a work order line item and a product request line item.
B
Create a product request and a product request line item.
C
Create a product consumed and a product request line item.
D
Create a shipment and a product request line item.

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Correct answerB

Question 46

Single choice

Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country.

What Price Book structure is recommended?

A
Utilize a custom Price Book specific to each country.
B
Utilize the standard Price Book with pricing rules applied.
C
Utilize a custom Price Book with pricing rules applied.
D
Utilize a standard Price Book specific to each country.

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Correct answerA

Question 47

Single choice

Universal containers (UC) sells shipping containers and container parts. UC wants to track each customer's container and associated parts for Florida servicing, sales, and reporting purposes.

Which solution should a consultant recommend to relate the parts to a customer's container?

A
Create an asset hierarchy on the account with the container as the root asset and the parts as child assets.
B
Add the container as an asset on the account and mark the parts internal assets.
C
Add the container as a product on the account and the parts to a child product related list.
D
Create a hierarchical relationship between the parent product container and child parts products.

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Correct answerA

Question 48

Single choice

Universal Containers wants to offer customers a Maintenance Plan that provides 12 monthly checkups.
The customer will call to schedule each visit.

How should a Consultant configure the Maintenance Plan to meet this requirement?

A
Set Frequency to 1 Month; Generation Timeframe of 12; check Auto-generate work orders.
B
Set Frequency to 1 Month; Generation Timeframe of 12; uncheck Auto-generate work orders.
C
Set Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work orders.
D
Set Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work orders.

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Correct answerC

Question 49

Multiple choice

universal container want to track technician van stock using the field service lightning mobile app and ensure the technician report when part is used.

Which three data elements should a consultant recommend tracking to support this requirement? Choose 3 answers

A
Products required
B
Inventory
C
Mobile locations
D
Warehouse locations
E
Product consumed

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Correct answersA, C, E

Question 50

Single choice

Universal containers need to send the technician into the field to service containers. It takes two technicians with specialized skill to complete the work at same time.

How should the consultant make this requirement?

A
Create a work rule with two required skills
B
Create a two-service crew
C
Create a crew with two technicians
D
Create two service appointment

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Correct answerC

VOL	TYPE	QUESTIONS
1	Single choice	36
2	Multiple choice	14