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| Section | Weight | Objectives |
|---|---|---|
| Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Managing Resources | 16% | - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) - Explain the relationships between service territories, operating hours, and shifts - Demonstrate how to use time off to manage resource availability |
| Managing Scheduling and Dispatch | 28% | - Given a scenario, determine the appropriate dispatch and scheduling settings - Explain the difference between global, local, and emergency scheduling - Demonstrate how to use the dispatcher console - Determine the appropriate optimization rules and service objectives for a scenario - Explain the usage of complex work and work capacity |
| Managing Work Orders | 23% | - Distinguish between work order line item types and their usage - Apply the appropriate product and price book configurations for a scenario - Explain the work order lifecycle and applicable statuses - Given a scenario, configure work order processes, parameters, and field settings |
| Field Service Mobile App | 10% | - Explain how to use the Field Service mobile app to perform field service tasks - Demonstrate how to configure offline data and push notifications - Given a scenario, determine the appropriate configuration for the Field Service mobile app |
| Inventory and Order Management | 10% | - Given a scenario, determine the appropriate settings for product item tracking - Distinguish between product items, product item transactions, and product requests - Explain the inventory and order management process |
| Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
1. Universal Containers provides maintenance and emergency services to its customers. Sending Technicians to emergency calls during the day causes long travel times and reduces the number of appointments that a Technician can complete.
Which feature should the Consultant use to reduce travel time and increase Technician productivity?
A) Fix Overlaps
B) Resource Schedule Optimization
C) Reschedule Appointment
D) Fill-in Schedule
2. Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work.
Contractor 1 has provided services for UC for a longer period of time and is considered to have more repair work expertise than Contractor 2.
How should the Consultant configure the Contractors' experience?
A) Assign Contractor 2 as an Excluded Resource.
B) Assign Contractor 1 and 2 different Skill Levels for repair Work Type.
C) Assign Contractor 1 and 2 different capacities for repair work.
D) Assign Contractor 1 as a Preferred Resource.
3. Universal Containers outsources 100 hours of weekly maintenance to an external Contractor. Jobs are assigned to a Contractor Manager instead of individual external technicians. The Contractor Manager is incharge of updating Service Appointments and Work Orders upon completion.
How should a Consultant implement the requirement?
A) Create the Contractor Manager as a Crew Service Resource.
B) Create the individual Technicians as Service Crew Members.
C) Set the Contractor Manager as a Capacity-Based Service Resource.
D) Set the individual Technicians as Capacity-Based Service Resources.
4. At Northern TrailOutfitters (NTO), agents are expected to complete a variety of tasks. They create cases and work orders, and need Read access to work types and work rules. They also book and manage appointments, assign mobile resources, and optimize their mobile workforce's schedule.
What is the best permission set{s) a consultant should
recommend assigning to NTO agents?
A) Mobile, Agent, and Resource
B) Agent
C) Dispatcher
D) Agent and Resource
5. Universal Containers hasdiscovered that many of its Technicians' initial visits require a return visit to complete the work.
Which two approaches should a Consultant recommend to accurately track these visits?
Choose TWO answers
A) Create a new Work Order and Service Appointment.
B) Reschedule the Work Order for the new date.
C) Reschedule the Service Appointment for the new date.
D) Create a new Service Appointment on the original Work Order.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: C,D |
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