Free Access Salesforce.Field-Service-Lightning-Consultant.v2022-07-12.q118 Practice Test (Page 7)

Question 26

Universal Containers has noticed that with every new product release there is a rise in customer reported Cases and a decrease in first-time fix-rate. Which two recommendations should a Consultant make? Choose 2 answers.

A.Increase training to Field Service Technicians

B.Publish pre-release documentation on the Customer Community.

C.Increase training to Sales Representatives.

D.Publish training documentation in a closed chatter group.

Question 27

Universal Containers' (UC)Technicians are required to record actual work duration against baseline estimates at the Work Order Line Item Level for certain tasks. How can this be supported using standard fields and features?

A.Create Work Types for all tasks requiring an estimated versus baseline value. Train Service Technicians to select the appropriate Work Type, and then update the "Duration" field on the Work Order.

B.Train Dispatchers to update the "Duration" field when Work Orders are created. Train Service Technicians to select the appropriate Work Type, and then update the "Duration" field on the Work Order Line Item.

C.Create Work Types for all tasks requiring an estimatedversus baseline value. Train Service Technicians to select the appropriate Work Type, and then update the "Duration" field on the Work Order Line Item.

D.Create Knowledge Articles with the baseline durations for each Product. Train Service Technicians to associate the appropriate Knowledge Article,and then update the "Duration" field on the Work Order Line Item.

Question 28

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 Type. 2

B.Add a new Product Required to the Work Order.

C.Add a new Product Consumed to the Work Rule. Seer

D.Add a new Product Consumed to the Work Order.

Question 29

Universal Containers has a Partner Community. Work Orders are assigned to these partners. Partners are not interacting with Service Appointments or Service Resources.
How would a Partner user update the Work Order record from a mobile Device?

A.Salesforce Touch

B.Work Order records cannot be updated on a mobile device

C.Salesforce mobile app

D.Field service mobile app

Question 30

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

A.Install an AppExchange Package.

B.Enable the CSAT Quick Action for Work Orders.

C.Install the Survey Snap-in for CSAT capture.

D.Add the CSAT Visualforce page to the Work Order.

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Question 26

Question 27

Question 28

Question 29

Question 30

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