Question 1

Universal Containers wants to monitor Customer Satisfaction (CSAT) after a Work Order is complete. How can CSAT information be collected?

Options :

A : Add the CSAT Visualforce page to the Work Order.

B : Install the Survey Snap-in for CSAT capture.

C : Install an AppExchange Package.

D : Enable the CSAT Quick Action for Work Orders.

Answer: C

Question 2

Universal Containers wants to monitor Customer Satisfaction (CSAT) after a Work Order is complete. How can CSAT information be collected?

Options :

A : Add the CSAT Visualforce page to the Work Order.

B : Install the Survey Snap-in for CSAT capture.

C : Install an AppExchange Package.

D : Enable the CSAT Quick Action for Work Orders.

Answer: C

Question 3

Universal containers (UC) wants to standardize the process that process that agents

use to create and maintain work orders which will help new agents ramp up more

quickly and improve data quality and consistency. UC wants key fields, agent

instructions and best practices displayed at each step of the Service process on the work

order.

What should the consultant implement to meet this requirement?

Options :

A : Add a lightning component to work orders.

B : Enable path for work orders.

C : Enable knowledge on work orders.

D : Add compact layouts to work orders.

Answer: C

Question 4

Optimization for the Midwest territory 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 notices that the Optimization Run Time per Service Appointment is set to Low in the Field Service Settings.

Which two conditions would make the Consultant consider setting the optimizer to High'

Choose 2 answers

Options :

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 appointments have the same priority.

D : The Calculate travel and breaks Field Service Setting is disabled for the Service Resource Availability work rule.

Answer: C,D

Question 5

A Dispatcher notices that the Crew assigned to a Service Appointment is missing a skill requirement for the appointment.

How can the Dispatcher update the Service Crew to meet those requirements?

Options :

A : Edit the Service Appointment and add a new Service Resource.

B : Update the Service Crew on the Service Appointment-s Work Type.

C : Use the Crew Management tool to add Service Resources to the Crew.

D : A Create a new Service Appointment with a different Crew.

Answer: D

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