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Question#1

AW Computing technicians use the field service mobile application exclusively since they are always in the field. Due to frequent schedule changes, the technician should only see one job at a time on the app.
How should the field service administrator ensure this requirement is met?

A. Instruct the dispatcher to only dispatch one work order to each technician at a time.

B. Set Send Appointment Notifications on Dispatch in the mobile settings to one.

C. Enable drip feed to dispatch one service appointment per technician at a time.

D. Set up auto dispatch to dispatch one work order for each technician at a time

Explanation:
Drip feed is a feature that automatically dispatches service appointments to resources based on predefined criteria and time intervals. By enabling drip feed, the system can dispatch one service appointment per technician at a time, and adjust their schedule accordingly.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_drip_feed.htm&type=5

Question#2

Northern Trail Outfitters wants to improve overall responsiveness to customers.
Which Dispatch technique should the Consultant implement to provide the greatest schedule flexibility?

A. Enable Drip-feed to dispatch the next appointments.

B. Shuffle daily work manually via the Gantt.

C. Leverage Resource Schedule Optimization.

D. Configure the Auto Dispatch scheduled job.

Explanation:
Drip Feed Dispatching is a feature that allows dispatching groups of service appointments to technicians at regular intervals instead of all at once[121]. Enabling Drip-feed to dispatch the next appointments would allow Northern Trail Outfitters to improve overall responsiveness to customers by providing the greatest schedule flexibility and allowing technicians to adjust their schedules based on real-time conditions[122]. Shuffling daily work manually via the Gantt would not provide the greatest schedule flexibility. The Gantt is a tool that allows dispatchers to view and manage service appointments on a timeline[123].
Leveraging Resource Schedule Optimization would not provide the greatest schedule flexibility. Resource Schedule Optimization is a feature that allows optimizing service appointments based on predefined criteria such as travel time or priority[124]. Configuring the Auto Dispatch scheduled job would not provide the greatest schedule flexibility. Auto Dispatch is a feature that allows automatically assigning service appointments to resources based on predefined criteria such as skills or availability[125].
References:
https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_enable.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_resource_schedule_optimization_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_auto_dispatch_overview.htm&type=5

Question#3

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.

Explanation:
An entitlement process is a timeline that shows every step and milestone involved in delivering support to a customer. To use milestones on work orders, a separate entitlement process associated to the work order object must be created and activated.
Modifying the user’s profile, updating public group membership, or assigning a Field Service Mobile License to the user would not enable milestones on work orders.
References:
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_create.htm&type=5

Question#4

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 answers

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

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

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

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

Explanation:
These two options allow creating skills that represent qualifications and assigning them to service resources and work orders, and using a work rule to match skills when scheduling appointments.
References: https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm&type=5

Question#5

An agent has to create a Work Order for a complex installation. A Work Order Line Item is created for each required component so it can be tracked and priced separately. However, a few of the components are only on the company’s Preferred Price Book while the others are on the U.S. Price Book.
Which solution should a Consultant recommend so the agent can meet this requirement?

A. Create one Work Order and add Work Order Line Items based on the Price Book selected on the Work Type.

B. Create one Work Order for each Price Book and use Work Types to assign the Price Book to each Work Order Line Item.

C. Create one Work Order and override the price on Work Order Line Items for products on the Preferred Price Book.

D. Create one Work Order for each Price Book and add Work Order Line Items to the appropriate Work Order based on its Price Book.

Explanation:
A Work Order can have only one Price Book associated with it, which is determined by the Price Book selected on the Work Type. To use products from different Price Books on the same Work Order, the price on Work Order Line Items for products on other Price Books can be overridden manually or by using automation tools such as Process Builder or Apex triggers. Creating one Work Order for each Price Book or using Work Types to assign Price Books to each Work Order Line Item would not allow using products from different Price Books on the same Work Order.
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_types.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5

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