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QUESTION NO: 1
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?
A. Work Order Line Items require a Service Appointment for a field technician to perform the work.
B. Work Order Line Items require a Case for the field technician to perform the work.
C. All Work Order Line items inherit the required Skills for the associated Asset.
D. Scheduled Work Order Line Items have to be completed on a daily basis or rescheduled the end of day.
Answer: A

QUESTION NO: 2
Universal Containers wants to ensure that Service Appointments are only assigned to
Resources who are Active. What configuration should a Consultant recommend for the Scheduling
Policy?
A. Match Fields
B. Preferred Resource
C. Required Resource
D. Match Boolean
Answer: D

QUESTION NO: 3
Universal Containers provides 24/7 service support to its customers. However, their Field
Service Technicians have specified working hours. Which two items should the Consultant create?
Choose 2 answers.
A. Create operating hours for the Service Territory.
B. Create operating hours for the Service Resource.
C. Create operating hours for the Optimization Engine.
D. Create operating hours for the Service Appointment.
Answer: A,B

QUESTION NO: 4
Universal Containers wants to reduce their mean-time-to-service. Which three Field Service processes should a Consultant recommend to accomplish this goal? Choose 3 answers.
A. Adjust Scheduling Policy
B. Dispatching
C. Customer Entitlements
D. Scheduling
E. Knowledge Base
Answer: A,B,E

QUESTION NO: 5
Universal Containers' (UC) product named "Widget 1" should always receive phone support when an issue is logged against the product. A UC customer calls regarding an issue on "Widget 1" at their location. What should be implemented to ensure the customer's case automatically receives remote technical support?
A. Create a Visualforce Page on the Case.
B. Create a Milestone on the Product.
C. Create a Workflow Rule on the Case.
D. Create an Entitlement Template on the Product.
Answer: B

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Updated: May 28, 2022