Certified Heroku Architecture Designer v1.0

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Universal Containers wants to ensure that inventory needed for repair jobs is tracked and managed so Technicians have the material for their jobs.
Which two ways should a Consultant recommend tracking these inventory requirements in Salesforce? (Choose two.)

  • A. Products Required for Work Orders
  • B. Products Required for Service Appointments
  • C. Products Required for Work Order Line Items
  • D. Products Required for Service Resources


Answer : AC

Universal Containers would like to report on the volume of products installed within a specific timeframe.
What solution will help meet the customer's requirement?

  • A. Utilize a Work Order related list on Asset.
  • B. Utilize a custom "Installation Date" field on Asset.
  • C. Utilize Field History Tracking on Asset.
  • D. Utilize the standard "Installation Date" field on Asset.


Answer : D

Universal Containers wants to track the work that is performed on the customer's install base.
What object relationship should the Consultant focus on to meet this requirement?

  • A. Products to Accounts
  • B. Assets to Products
  • C. Work Orders to Assets
  • D. Work Orders to Products


Answer : D

Universal Containers is receiving increased complaints about incomplete Work Orders.
What option should a Consultant recommend to improve this situation?

  • A. Send an email CSAT survey.
  • B. Decrease Resource Rank Score.
  • C. Change the Scheduling Rules.
  • D. Implement Signature Capture.


Answer : D

Universal Containers' (UC) Technicians often report seeing competitors' assets when on-site. UC would like to run a report on which of their customers have competitive assets.
How should a Consultant recommend meeting this requirement using the Field Service mobile app?

  • A. Manually create a competitor's Asset Record on the Field Service mobile app.
  • B. Use a Quick Action to create a competitor's Asset Record on the Field Service mobile app.
  • C. Use a Macro to create a competitor's Asset Record on the Field Service mobile app.
  • D. Use a Quick Action to create a Note to explain the competitor's Asset and attach it to the Work Order.


Answer : B

Universal Containers wants to provide Dispatchers with Account and Asset details when they hover over each Service Appointment.
How should a Consultant recommend implementing this feature?

  • A. Add Fields on the Page Layout.
  • B. Configure Field Sets on the Service Appointment.
  • C. Use Lookup Fields.
  • D. Create CSS in the Dispatcher's Console.


Answer : B

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.


Answer : A

Universal Containers sells products that are made up of serialized components. Field Technicians often need to work on a specific component.
How should a Consultant recommend tracking customer purchases so Work Orders can be assigned to a component?

  • A. Use Orders and Order Products.
  • B. Use Work Orders and define a hierarchy.
  • C. Use Products and Product Families.
  • D. Use Assets and define a hierarchy.


Answer : C

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 Work Order Line Items as "Cannot Complete," including the incomplete Work Order Line Item; mark the parent Work Order as "In Progress".
  • B. 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 "Cancelled."
  • 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 field. Mark the parent Work Order as "Cannot Complete".


Answer : D

Universal Containers does not want the lunch break to interfere with existing scheduled work.
How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1pm?

  • A. Create Resource Absences every day.
  • B. Create a recurring Service Appointment.
  • C. Use appropriate Resource Operating Hours.
  • D. Use the Resource Availability Rule.


Answer : D

Universal Containers' customers typically like to be served by the same Technician that completed the initial installation.
How should a Consultant implement this rule?

  • A. Add the Account as one of the Resource Skills.
  • B. Add the Resource as a Preferred Resource.
  • C. Add the Resource as a Required Resource.
  • D. Add all other Resources as Excluded Resources.


Answer : B

Universal Containers is expecting the amount of work to increase significantly over the next three weeks. They have decided to engage a new third-party Contract
Provider to help with the additional work.
How should a Consultant recommend configuring the new Contractor?

  • A. Create a Capacity-based Resource and delete that Resource after three weeks.
  • B. Create a Resource and give them 24-hour availability for the next three weeks.
  • C. Create a Capacity-based Resource and give them Capacity for the next three weeks.
  • D. Create a Capacity-based Resource and give them 24-hour availability for the next three weeks.


Answer : C

A Field Technician from Universal Containers arrived onsite for an appointment, and unfortunately the customer was not present. UC wants to ensure they can track these customer no-show events for future process improvement.
What process should a Consultant recommend to handle this situation?

  • A. Set the existing Service Appointment status to Cannot Complete; Create a new Service Appointment against the same Work Order for the follow-up trip.
  • B. Set the existing Service Appointment status to Complete; Create a new Work Order and Service Appointment for the follow-up trip.
  • C. Set the existing Service Appointment status to In Progress; Create a new Work Order and Service Appointment for the follow-up trip.
  • D. Set the existing Service Appointment status to Cannot Complete; Create a new Work Order Line Item for the follow-up trip.


Answer : A

Universal Containers has an initiative to increase customer satisfaction by committing preferred resources to accounts and providing prompt service.
Which two Scheduling Policies would assist to meet this initiative? (Choose two.)

  • A. Soft Boundaries
  • B. High Intensity
  • C. Emergency Policy
  • D. Customer First


Answer : AD

Universal Containers provides prompt service and has multiple service levels for different customers. Over 50% of Service Appointments are created on the same day they need to be completed. As a result, a Technician's daily schedule can change multiple times throughout the day.
What method of dispatching should a Consultant recommend implementing?

  • A. Automatically schedule unscheduled services to available Resources.
  • B. Automatically change the status to Dispatched of all Service Appointments.
  • C. Automatically Dispatch Service Appointments using Drip Feed.
  • D. Automatically run Optimization Background Job every hour.


Answer : D

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