Field Service Consultant Certification EXAM – カネ | ライフ

ようこそ EN.Field Service Consultant Certification EXAM
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１．Universal Containers is tracking customer issues in their call center. Sometimes this requires a technician to be on site at the Customer's location. What set of steps should a Consultant recommend to dispatch the technician?

ユニバーサルコンテン社はコールセンターで顧客を追跡しています。たまに技術者を顧客の現場に行かせる必要があります。コンサルタントはどのような手順アドバイスで技術者を派遣するか

Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.

Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.

Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.

Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.

２．A Technician is onsite where there is no connectivity and is required to capture the customer's signature. What is the appropriate order of operations as the Technician goes back online?

作業員はインターネットのつながらないところにいる、そして顧客の署名をキャプチャする必要がある。作業員はオンラインに戻ってからの作業手順としては、下記では、どれが適切でしょうか

Deliver Service Report, update record, sync device, capture signature.

Deliver Service Report, capture signature, update records, sync device.

Capture signature, sync device, update record, deliver Service Report.

Capture signature, update record, sync device, deliver Service Report.

Universal Containers wants to ensure that only Field Technicians with a specialized certification are sent Work Orders of a specific type. In which two ways can a Consultant ensure the correct Resources are assigned to Work Orders? Choose 2 answers.

ユニバーサル社がやりたいことは、特定な資格を持っている技術者のみに作業指示を派遣したい。２つ答えを選択してください。

Implement Assignment Rules and Work Orders.

Assign Skills and Skill Levels to Resources.

Assign Skills and Skill Levels to Users.

Implement Work Types and Skill Assignments.

A Dispatcher at Universal Containers has just been informed that one of their field employees, who has five services schedules for today, called in sick. How should the workload be assigned to other Field Technicians?

５つのサービス予定を持っている現場作業員が、病欠で電話かけてくれた。派遣担当者はどうやって、サビース予定をほかの作業員にアサインする

Change the Scheduling Policy to "High Intensity" and activate the Background Optimization process.

Update the Resource a not available, select the affected Service Appointments, and press "Schedule."

Drag and drop the Service Appointments to other available Resources and run Optimization.

Ask the Customer Service Rep to call the customers and manually re-schedule for another day.

５．Universal Containers is experiencing an issue where Technicians are repeatedly called back to a job that has been completed in the past. How should a Consultant recommend this information be tracked?

ユニバーサル社にある問題がある。顧客が現場作業員に繰り返し、過去完成した仕事を再度、実施することが求められる。このような情報を追跡するには、どんなことをすすめする。

Create a new Work Order and relate it to the previous Work Order.

Create a new Work Order and relate it to the Customer.

Create new Work Order Line Items under the initial Work Order.

Update a field called "Repeat Call" on the initial Work Order.

６．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?

ユニバーサル社が次の３週間の業務量が著しく増加すると見込みをしている。そこでパートナー会社にその増加する分の仕事を手伝いしてもらうことにした。新規契約者をどう設定すべき

Create a Capacity-based Resource and give them 24-hour availability for the next three weeks.

Create a Capacity-based Resource and give them Capacity for the next three weeks.

Create a Capacity-based Resource and delete that Resource after three weeks.

Create a Resource and give them 24-hour availability for the next three weeks.

７．Universal Containers wants to process mobile payments. How can this requirement be met?

ユニバーサル社がモバイル決済をできるようにしたい。どうすればいいか

Add a custom filed to store the credit card number

Attach a picture of the credit card

Install an AppExchange package.

Create a custom payments object

８．Universal Containers provides multiple service types (i.e, Installation, Maintenance, Break/Fix, etc). Each Service requires a variety of skills and certifications in order for a resource to excel. Which two configurations should a Consultant implement to meet this requirement? Choose 2 answers

ユニバーサル社が複数のサービスを提供している（インストール、メンテナンス、修理）、リソースが各サービスを提供するため、様々なスキルや資格が必要される。２つ答えを選択する

Select the relevant Work Types for each Resource.

Create Multiple Work Orders Line Items per service.

Use Work Types with required Skills.

Assign the appropriate Skills to Resources.

９．Universal Containers wants to have more control over the geography in which their Technicians are performing work. What capability should a Consultant enable?

Universal Containers社が技術者の作業地域に対する、もっとコントロールしたい。コンサルタントはどのような機能を使うべきか

Location Management

Service Territories

Geotracking

Territory Management

１０．Universal Containers typically performs installs, break-fix, and inspections for all clients. The Service Manager wants to create a template for common work requests. What should a Consultant implement to assist the dispatch team?

Universal Containers社が通常、クライアントに対して、インストール、修理、検査を行っている。サービスマネジャーが作業のため、テンプレートを用意したい。コンサルタントが何を実施すれば、派遣担当者を助けることができるか

Work Types and Skill Requirements for Install, Break-fix, and Inspections.

Work Order Record Types for Break-fix, Install, and Inspection.

Work Type Line Items for Install, Break-fix, and Inspections.

Work Order custom fields to define Install, Break-fix, and Inspections.

１１．Universal Containers (UC) is using Field Service and has customer meetings at UC's offices. When booking meetings, they would like them to begin on hour, every hour, between 9am-5pm. How can this be achieved?

UC社がFSLを使っている。顧客との会議をUC社のオフィスで開催させる。
会議を予約するときに、一時間おき、朝９時から午後５時の間の時間に開始することを望みます。どうすればこれを達成できますか？

Use Multiple Operating Hours with Slots for each hour.

Use Exact Appointments on the Work Types.

Use Territory-specific Operating Hours.

Use Customer Operating Hours.

Hint

１２．Universal Containers would like to report on the volume of products installed within a specific timeframe.

UC社がレポートで、一定期間内のインストールした納入商品のボリュームを把握したい。どのソリューションで顧客を満足させるか

Utilize a custom "Installation Date" field on Asset.

Utilize a Work Order related list on Asset.

Utilize Field History Tracking on Asset.

Utilize the standard "Installation Date" field on Asset.

１３．Universal Containers wants to give Field Technicians the ability to create follow-up appointments if they are unable to complete a Work Order due to missing inventory. What should a Consultant implement to meet this requirement?

UC社が在庫が不足しているために作業指示を完了できない場合に、現場技術者にフォローアップ用のサービス予定を作成させたい。この要件を満たすためにコンサルタントは何を実装する必要がありますか？

Implement a Quick Action to create a new Service Appointment on the existing Work Order.

Implement a Custom Button to Create a Service Appointment on the existing Work Order.

Implement a Macro to generate Service Appointments on the existing Work Order.

Implement a Quick Action to create a new Work Order Line Item on the existing Work Order.

１４．Universal Containers wants to provide a pro-formal invoice to their customer at the completion of a Work Order. Which three should a Consultant set up in order to achieve this requirement?

UC社が作業指示完了後に顧客に正式な請求書（pro-formal invocie：通関、請求に使う送り状や請求書のこと）を提供したい。この要件を達成するためにコンサルタントはどの3つを設定する必要がありますか？（３つ選択）

Create Work Order Line Items with Products.

Apply Price Book to the Work Order.

Apply Promotion to the Work Order.

Create Account-wide Discounts.

AppCreate Products and Price Book Entries.

１５．Which three overview cards does the Field Service mobile app provide as context to Technicians on upcoming Service Appointments? (Choose three.)

次にくるサービス予定に対して、技術者に、Field Service Mobile appが３つの情報を提供している。３つの情報はどれでしょうか

Site Details

Asset History

Address

Contact

Product Catalog

Hint

１６．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?

UC社が顧客のインストールベースでの作業追跡をしたい。どのオブジェクトリレーションにフォーカスしたら、実現できるか

Assets to Products

Work Orders to Assets

Products to Accounts

Work Orders to Products

１７．Universal Containers is evaluating a strategy for reducing the cost of service using automated scheduling. Which two approaches will contribute to this goal? Choose 2 answers

UC社が自動スケジューリングのサービスのコストを削減したい。２つ答えを選択してください。

Reduced Work Orders per Shift.

Reduced Absences per Employee.

Reduced Overtime per Work Order.

Reduced Travel Time per Work Order.

１８．Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country. What Price Book structure is recommended?

UC社がField Service Lightningをヨーロッパで展開しています。ヨーロッパでは、価格は国によって異なります。どの価格表の構造が推奨されますか？

Utilize a standard Price Book specific to each country.

Utilize a custom Price Book specific to each country.

Utilize the standard Price Book with pricing rules applied.

Utilize a custom Price Book with pricing rules applied.

１９．What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences?

スケジュールポリシーはどの要素で構成され、ビジネスの優先事項や顧客の好み要素を重視するようになるか

Service Levels and Work Rules

Service Objectives and Work Rules

Service Contracts and Service Levels.

Service Objectives and Work Types

Hint

２０．Universal Containers wants 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 2 answers

UC社は、技術者が作業のため、必要な資材を確保できるよう、修理作業に必要な在庫を確実に追跡および管理したい。コンサルタントがSalesforceでこれらの在庫要件を追跡することを推奨する2つの方法はどれですか？ 2つの答えを選択してください

Products Required for Work Orders

Products Required for Work Order Line Items

Products Required for Service Resources

Products Required for Service Appointments

Hint

２１．Universal Containers has Role-based Technicians and Managers who handle Service Appointments. Many times, Technicians arrive on-site but are unable to gain access to the customer's equipment. In this scenario, only the Manager has permission to cancel the Service Appointment. How should a Consultant recommend adhering to this business process?

UC社が

サービス予定を処理するロールベースの技術者とマネージャーがいます。多くの場合、技術者は現場に到着しますが、顧客の機器にアクセスできません。このシナリオでは、マネージャーのみがサービス予定をキャンセルする権限を持っています。コンサルタントは、このビジネスプロセスを順守することをどのようにすすめるべきですか？

Assign Permission Sets that allow Status Transitions.

Limit Status Transitions based on Profile.

Allow Status Transitions based on Role.

Configure Status Transitions based on Resource Type.

２２．Universal Containers wants to track how much time each Technician is actively working each day. Which two data elements should be captured in order to calculate percentage of time spend actively working.

UC社が一日中に、技術者の有効稼働時間を追跡したい。有効稼働時間の割合を計算するため、どの２つ要素を使うべきか

Technician hours per day.

Technician hours traveling

Technician work orders completed

Technician hours at client location.

２３．Universal Containers wants to allow Field Technicians to view work progress through the Work Order Line Item card in the Field Service mobile app. How can this be supported?

UC社が技術者に、作業指示明細を通して作業プロセスをField Service mobile appで見せたい。

Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician's profile.

Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.

Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through salesforce1.

Create a custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.

２４．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?

UC社の技術者はサービス予定を完了しようとするときに、在庫不足のため、作業指示明細に紐づくサービス予定を完了できない。標準の作業指示と作業指示明細を使う前提とする。どうやってこの作業を記録するか

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 filed. Mark the parent Work Order as "Cancelled."

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"

Mark all Work Order Line Items as "Cannot complete," including the incomplete Work Order Line Item; mark the parent Work Order as "In Progress."

２５．Over 70% of Universal Containers' sales are made by Field Technicians during on-site, customer visits, Many times, after selling a product, they will install the product as part of the current body of work. How should a Consultant recommend accomplishing this in the Field Service mobile app?

UC社の売上の70％以上は、現場での顧客訪問時に現場技術者によって行われます。多くの場合、商品を販売した後、現在の一連の作業の一部として商品をインストールします。コンサルタントは、Field Serviceモバイルアプリでこれを達成することをどのようにすすめるべきですか？

Create a custom Visualforce page to create a new Opportunity.

Add an "Upsell" Quick Action to the Account that creates a new Work Order

Create a New Task linked to the Contact and assign to a Sales Rep.

Add a "Create Opportunity" Quick Action to the Work Order Line Item.

２６．Universal Containers performs service on field assets that require a sequence of work tasks. A Consultant has recommended Work Order Line Items to manage the tasks and assets/parts necessary to manage the work. Which two of the following must be considered as part of this solution to ensure Work Orders are properly completed? Choose 2 answers

UC社が現場で納入商品に関するの一連の作業を行う、コンサルタントは作業指示品目で必要な作業と製品を管理することを推奨した。作業指示を完了させるには、適切な２つソリューションはどれでしょうか

Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.

Use of Standard Reports to view Parent and Root Work Order Lines Items within Work Orders by Customer.

Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.

Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to Work Order.

２７．Universal Containers performs multi-staged jobs, where the second job can only begin after completion of the first job. How should a Consultant recommend implementing this process?

UC社がマルチステージジョブを実行します。2番目のジョブは、最初のジョブの完了後にのみ開始できます。コンサルタントはこのプロセスの実装をどのように推奨すべきですか？

Create two Service Appointments and schedule them to the same Resource.

Create one Service Appointment with the total duration of the two jobs and assign two Resources.

Create two Service Appointments, set the Related Service Appointment and Time Dependency.

Create one Service Appointment and schedule it to two different Resources.

２８．Universal Containers' (UC) Technicians often report seeing competitor's 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?

UC社の技術者は、現場にいるときに競合他社の納入商品を見ることをよく報告します。 UCは、どの顧客が競争力のある納入商品を持っているかを示すレポートを実行したいと考えています。コンサルタントは、Field Serviceモバイルアプリを使用してこの要件を満たすことをどのようにすすめるべきですか？

Manually create a competitor's Asset Record on the Field Service mobile app.

Use a Quick Action to create a competitor Asset Record on the Field Service mobile app.

Use a Macro to create a competitor Asset Record on the Field Service mobile app.

Use a Quick Action to create a Note to explain the competitor's Asset and attach it to the Work Order.

２９．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 the products a customer buys so Work Orders can be assigned to a component?

UC社はシリアル化されたコンポーネントで構成される製品を販売しています。多くの場合、フィールド技術者は特定のコンポーネントで作業する必要があります。作業指示をコンポーネントに割り当てることができるように、コンサルタントが顧客が購入する製品を追跡することをどのように推奨すべきですか？

Use Work Orders and define a hierarchy.

Use Products and Product Families.

Use Orders and Order Products.

Use Assets and define a hierarchy.

Hint

３０．Universal Containers wants to use Work Types, since many of their Work Orders require the same Field Service Technician skills. What should the Consultant consider when using Work Types?

UC社は作業指示の多くが同じフィールドサービス技術者のスキルを必要とするため、作業種別を使用したいと考えています。作業種別を使用する場合、コンサルタントは何を考慮すべきですか？

A Work Order inherits the Work Types required skills; however, the user has the ability to add/remove skills on the Work Order.

A change to the skills on a Work Type will affect the required skill on Work Orders previously created from that Work Type.

A Work Order Line Item will inherit their parent Work Order's Work Type Skills, and the user is unable to make additional changes.

An existing Work Order Line Item will inherit the required skill of a Work Type, regardless of any existing required skills.

３１．Universal Containers offers 2-hour versus 4-hour appointment booking windows for Gold versus Standard Customers. What should a Consultant recommend to offer appropriate appointment booking windows?

UC社はゴールド顧客と標準顧客の2時間と4時間の予約ウィンドウを提供します。コンサルタントは、適切なアポイントメント予約ウィンドウを提供するために何を推奨するべきですか？

Service Due Date

Customer Working Hours

Service Urgency

Customer Entitlement

３２．Universal Containers is outsourcing work to a third-party Contractor. This Contractor is committed to working 100 hours per week. How should this be configured in the system?

サードパーティの請負業者に業務を委託しています。この請負業者は、週に100時間働くことに専念しています。これをシステムでどのように構成する必要がありますか？

Create 100 Service Appointments with Contractors as Required Resources.

Create 5 Resources with 20 hours available a week.

Create a Resource with 20 hours available a day.

Create a Capacity-based Resource with 100 hours capacity a week.

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

UC社の顧客は通常、初期設置をした技術者と同じ技術者がサービスを提供することを好みます。コンサルタントはこのルールをどのように実装すべきですか？

Add the Resource as a Required Resource.

Add the Resource as a Preferred Resource.

Add the Account as one of the Resource Skills.

Add all other Resources as Excluded Resources.

Hint

３４．Approximately 70% of Universal Containers' site visits are inspections and quotation sessions that take roughly the same amount of time and same set of resource skills to complete. What should a Consultant recommend to streamline the creation of these work orders?

UC社のサイトへ訪問の約70％は検査と見積りセッションです。かかる時間と必要されるリソーススキルセットはほぼ同じです。これらの作業指示の作成を合理化するためにコンサルタントは何を推奨すべきですか？

Train Technicians to use Duplicate Work Order feature.

Create a standard set of Work Order Line Items.

Launch the Work Order Standardization Wizard.

Create Work Types for use on Work Orders

３５．Universal Containers wants to equip their field technicians with access to helpful information when they are in the field. What solution should a Consultant recommend to satisfy this requirement?

UC社は現場の技術者が現場にいるときに役立つ情報にアクセスできるようにしたいと考えています。この要件を満たすためにコンサルタントが推奨するソリューションはどれですか。

Attachments on Cases.

Knowledge Base on Work Orders.

Custom Links on Work Orders.

Knowledge Base on Cases.

３６．A Field Service Technician wants the ability to view a list of currently available parts on another Technician's truck. The Technician will then have ability to request the part(s) from the other Technician. What should a Consultant recommend to view and transfer parts between Technicians?

あるフィールドサービス技術者は、別の技術者のトラックで現在利用可能な部品のリストを表示する機能を必要としています。それで、この技術者が別の技術者にパーツのリクエストができるようになる。技術者間で部品を表示および転送するためにコンサルタントは何を推奨すべきですか？

Build a solution to utilize the Parts transfer functionality to view the truck stock and request transfer of stock.

Build a solution to utilize the Asset inventory functionality to view the truck stock and request transfer of stock.

Build a solution to view the Technician's truck stock and create a custom process to request transfer to stock.

Build a solution to utilize the Work Order reporting module to view the truck stock and request transfer of stock.

Hint

３７．Dispatches at Universal Containers want to ensure the Resource being assigned to a Work Order has the correct training. What should a Consultant implement to accomplish this requirement?

UC社の派遣担当者は作業指示に割り当てられているリソースが適切なトレーニングを受けていることを確実にしたい。この要件を達成するためにコンサルタントは何を実装する必要がありますか？

Define Work Types, Define Work Order Status, Set up Resource Skills

Set up Skill Requirements, Define Work Types, Set up Routing Rules.

Define Skills, Set up Skill Requirements, and Set up Resources Skills

Set up Service Locations, Set up Location Skills, Define Work Types

３８．Universal Containers would like to engage Contractors and Customers directly in their Field Service Solution. Which three options will provide read, write and edit access to Works Order objects? Choose 3 answers

UC社が請負業者と顧客をフィールドサービスソリューションに直接関与させたいと考えています。作業指示オブジェクトへの読み取り、書き込み、編集アクセスを提供する3つのオプションはどれですか。 3つの答えを選んでください

Partner Communities

Chatter Files Connect

Customer Communities

Chatter Customer Groups

Customer Communities Plus

３９．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?

UC社が作業指示で複数のタスクを必要とする可能性があるサービスを実行します。コンサルタントは、タスクを管理するために作業指示品目を推奨しました。タスクを確実にディスパッチするには、このソリューションの一部として何を考慮すべきですか？

All Work Order Line items inherit the required Skills for the associated Asset.

Work Order Line Items require a Service Appointment for a field technician to perform the work.

Work Order Line Items require a Case for the field technician to perform the work.

Scheduled Work Order Line Items have to be completed on a daily basis or rescheduled the end of day.

４０．Universal Containers has a large filed service team with complex logistics process. Some of the field service data and pricing is managed in applications outside of Salesforce. The Consultant recommended bringing some data into Salesforce to streamline reporting for Field Service Managers. What report would be improved by integrating financial data from an outside system?

UC社が

複雑な物流プロセスを持つ大規模なフィールドサービスチームがあります。一部のフィールドサービスデータと価格は、Salesforceの外部のアプリケーションで管理されます。コンサルタントは、フィールドサービスマネージャーのレポートを合理化するために、Salesforceに一部のデータを取り込むことを推奨しました。外部システムからの財務データを統合することにより、どのレポートが改善されるでしょうか？

Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to repair or install an asset or respond to a service call.

First time fix rate: The percentage of on-site service requests resolved on the first visit.

Average time to repair: The average time required to repair or install as asset.

Service Technician utilization: Technician wrench time per month divided by the number of work hours in a given month.

４１．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.

UC社が新製品のリリースごとに、お客様から報告されたケースが増加し、初回の修正率が低下していることに気づきました。コンサルタントが行うべき２つの推奨事項はどれですか。２つの答えを選んでください。

Publish pre-release documentation on the Customer Community.

Publish training documentation in a closed chatter group.

Increase training to Sales Representatives.

Increase training to Field Service Technicians

４２．Universal Containers wants their Technicians to capture potential up-sell opportunities identified during site visits that will then be addressed by the inside sales team. What Configuration will support this requirement?

UC社が技術者がサイト訪問中に特定された潜在的なアップセルの機会を取り、内部販売チームが対処することを望んでいます。この要件をサポートする構成は何ですか？

Create a Web-to-Lead page that submits to the inside sales team. Add a link to the Case Page Layout.

Create a Public Group for the inside sales team, and share Work Orders to the group via Sharing Rules.

Configure a Flow against Cases that auto-creates leads and assigns them to the insides sales team Queue.

Create a Service Appointment Quick Action to create a Lead record and add it to the appropriate page layout.

４３．Universal Containers' (UC) customers have asset scheduled to be moved between locations by field personnel. UC wants to implement a standard process focused on asset traceability. Which two object should a Consultant recommend to meet this requirement? Choose 2 answers

UC社の顧客には現場担当者がロケーション間を移動する予定の納入商品があります。納入商品のトレーサビリティに焦点を当てた標準プロセスを実装したいと考えています。UC社が標準プロセスを実施し、納入商品の追跡をしたい。どのオブジェクトを使い、この要件を満たせるか

Work Orders

Assets

Cases

Service Appointments

４４．Universal Containers (UC) wants to better understand their service business and Field Service Technician terms' schedules. A Consultant suggested UC start to forecast and plan. Which two abilities does forecasting and planning provide?

UC社が、サービス・ビジネスと現場作業員の期間スケジュールをもっと理解したい。コンサルタントは予測と計画を提案した。予測と計画はどのような２つ能力がありますか

Proactively adjust to address demand fluctuations.

More accurately assign Work Orders based on skills.

Proactively adjust Service Contracts.

More consistently meet customer response times.

４５．Universal Containers wants to encourage their Technicians to identify sales opportunities in the field. Which option should a Consultant recommend?

UC社が、現場の技術者に販売商談をidentify、っていうことを促進させたい。どれを提案すべき

Create a Quick Action to create the Opportunity.

Create a custom filed on the Work Order.

Log a follow-up task on the Work Order.

Call the Sales Team with the Opportunity.

４６．Universal Containers wants to represent and track a Bill of Material (BoM). What should a Consultant recommend?

UC社が部品表a Bill of Material (BoM)を表現および追跡したいと考えています。コンサルタントは何を勧めるべきですか？

Use a custom object to model the BoM.

Use Assets and define a hierarchy.

Use an ERP to manage the BoM.

Use Products and add to an Order.

Hint

４７．Universal Containers would like to provide Field Service Technicians the ability to capture details and customer approval on completed work so that the details can be compiled and sent to the customer electronically. What should a Consultant recommend to meet this requirement?

UC社が詳細を収集し、詳細を電子的に顧客に送信できるように、完了した作業に関する顧客の承認をフィールドサービス技術者に提供する機能を提供したいと考えています。この要件を満たすためにコンサルタントは何を推奨すべきですか？

Use the standard Work Order email template.

Use the standard Service Report

Create a Process Builder to generate a report.

Create a custom report.

４８．What is the most efficient way for a Consultant to keep Technicians proactively informed about updates to their Service Appointments and Work Orders in the Field Service mobile app?

フィールドサービスモバイルアプリでサービスアポイントメントと作業指示の更新について技術者に積極的に通知するためのコンサルタントにとって最も効率的な方法は何ですか？

Enable Push Notifications in the Service Console app.

Utilize Triggers to send emails to relevant users.

Utilize Schedules Jobs from the Field Service Admin app.

Enable Notifications in Field Service Settings.

４９．Universal Containers wants their Technicians to be allowed to reschedule a visit for the same work within the Field Service mobile application. What approach should a Consultant recommend?

技術者がField Serviceモバイルアプリケーション内で同じ作業の訪問を再スケジュールできるようにしたいと考えています。コンサルタントはどのようなアプローチを推奨するべきですか？

Create a Visualforce page that will create a new Service Appointment record.

Create a Quick Action that will create a new Work Order record.

Create a Visualforce page that will create a new Work Order record.

Create a Quick Action that will create a new Service Appointment record.

５０．Universal Containers wants their Field Technicians to indicate if any of their Service Appointments are at risk of not being completed on time. They would like for this to be achieved on a mobile device using a Quick Action. What should a Consultant recommend to achieve this requirement?

UC社が、もし時間通りにサービス予定を完了できないリスクがある場合、現場の技術者に指摘してほしい。モバイルデバイスでクイックアクションを使い、これを実現することにした。どれが正しい

Update the Service Appointment field "In Jeopardy."

Update the Service Appointment Status field.

Update the Service Appointment Chatter feed

Reschedule the Service Appointment for later.

Hint

５１．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?

UC社の技術者に、ある作業を、基準評価値に対して、作業指示品目レベルで実際の作業時間を記録することを求められている。標準のフィールドと機能を使用してこれをどのようにサポートできますか？

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 Line Item.

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.

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.

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.

Hint

５２．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 2 answers

UC社が、顧客の好みを満たすことと迅速にサービスを提供することで顧客満足度を向上させることを率先して取り組む。実現できるスケジュールポリシーは２つを選択してください。

Customer First

High Intensity

Emergency Policy

Soft Boundaries

５３．Universal Containers wants to automatically create Work order Line Items based on the products being serviced. How can this be achieved?

UC社が提供する製品ベースに作業指示品目を自動作成したい。どう達成する

With Entitlement Templates

With Work Order Types.

With Process Builder

With Workflows

５４．Universal Containers is implementing Field Service Lightning and wants to make sure the dispatch team receives Work Orders with appropriate resource and timeframe requirements defined. What should a Consultant implement to achieve this requirement?

Field Service Lightningを実装しており、ディスパッチチームが適切なリソースと時間枠の要件が定義された作業指示を確実に受け取ることを望んでいます。この要件を達成するためにコンサルタントは何を実装する必要がありますか？

Case process, Work Types, Entitlements, and Milestones

Skill Requirements, Work Types, Case Process, Milestones

Work Types, Skill Requirements, Entitlements, and Milestones

Work Types, Skill Routing, Skill Requirements, Operating Hours

５５．When should both the Root Work Order and Root Work Order Line Item fields be added to page layouts?

ルート作業指示とルート作業指示品目の両方のフィールドをページレイアウトに追加する必要があるのはいつですか？

When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.

When a service process dictates that there is a single level in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.

When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than a single level in the Work Order Line Hierarchy.

When a service process dictates that there are two levels in a Work Order Hierarchy and two levels in the Work Order Line Hierarchy. (Parent Work Order can be used)

５６．Which two configurations can companies add to brand the Field Service mobile app?

企業がField Serviceモバイルアプリのブランドに追加できる構成はどれですか。

Company logo

Company style sheets

Company address

Company Colors

Hint

５７．Often, Technicians earn certifications that must be renewed periodically to ensure their skills remain up-to-date. How can these certifications be manager on the Resource?

通常、技術者の資格は定期的に更新して、スキルを最新の状態に保つ必要があります。リソースでこれらの認定をどのように管理できますか？

Add the Resource Skill and remove from the Service Territory once expired.

Add the Resource Skill and create Absence once expired.

Add the Resource Skill and track certification using reminder.

Add the Resource Skill as Time Phased.

５８．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.

UC社が平均サービス時間を短縮したいと考えています。この目標を達成するためにコンサルタントが推奨する3つのフィールドサービスプロセスを選択してください。

Customer Entitlements

Dispatching

Adjust Scheduling Policy

Scheduling

Knowledge Base

５９．Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require expedited on-site service. How should a Consultant recommend UC handle unplanned service during times of severe weather?

UC社が通常、移動量の最小化に重点を置いています。天候は、現場での迅速なサービスを必要とする状況を引き起こす可能性があります。コンサルタントは、悪天候時にUCが予定外のサービスを処理することをどのように推奨すべきですか？

Configure Emergency Policy and use the Emergency Wizard.

Manually flag Service Appointments as "In Jeopardy" due to weather.

Postpone all lower-priority jobs and extend Due Dates.

Configure a new Service Level for immediate assignment.

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

UC社が作業指示の完了後に顧客満足度（CSAT）を監視したいと考えています。 CSAT情報はどのように収集できますか？

Install an AppExchange Package.

Install the Survey Snap-in for CSAT capture.

Add the CSAT Visualforce page to the Work Order.

Enable the CSAT Quick Action for Work Orders.

６１．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?

「Widget 1」という名前のUniversal Containers（UC）製品は、製品に対して問題がログに記録されると、常に電話サポートを受ける必要があります。 UCのお客様から、「Widget 1」の問題について、その場所で問い合わせがありました。顧客のケースがリモートのテクニカルサポートを自動的に受けるようにするには、何を実装する必要がありますか？

Create an Entitlement Template on the Product.

Create a Milestone on the Product.

Create a Visualforce Page on the Case.

Create a Workflow Rule on the Case.

６２．Upon arrival for a Service Appointment, the Field Service Technician reports that a team of people is required to resolve the issue. How can the Dispatcher ensure that the required staff is assigned to the project?

サービス予定を行うため、現場に到着すると、現場技術者が問題を解決するためのチームが必要されると報告した。派遣担当者がどうやって、確実に必要なスタッフをこのプロジェクトにアサインさせる。

Assign the existing Work Order to each staff member.

Create a new Service Appointment and assign a Crew.

Assign the existing Service Appointment to a Crew.

Assign the existing Work Order to a Crew.

６３．Universal Containers wants to track the total associated price when servicing Work Order for customers. Which two of the following should a Consultant recommend? Choose 2 answers

UC社が顧客の作業指示を処理するときに、関連する合計価格を追跡したいと考えています。コンサルタントは次のうちどれを推奨するべきですか？ 2つの答えを選択してください

Use Work Order and Work Order Line Items.

Use the Einstein Pricing Configurator.

Use a custom object to model the Work Order pricing.

Set up Products and Price Books.

６４．Universal Containers wants to help their dispatchers determine the length of time a Work Order should last. What should the Consultant implement to help achieve this goal?

UC社が、派遣担当者が作業に必要な時間を決めることを助けたい。どうするべきか

Work Types with an Estimated Duration.

Work Types with Service Level Agreement.

Operating Hours for Customer Accounts.

Work Orders with Operating Hours.

６５．Universal Containers has negotiated two key SLAS: 1) initial response and 2) overall resolution of issues related to installed products. What combination of Salesforce features should a Consultant recommend to support this use case?

UC社が２つのSLASの主要要素を協定した。１：初期対応と２：インストールされた製品に関連する問題の全体的な解決です。この使用例をサポートするためにコンサルタントが推奨するSalesforce機能の組み合わせはどれですか？

Accounts and Service Contracts.

Assets and Entitlements.

Accounts and Assets

Assets and Service Contracts.

６６．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?

UC社が、各サービスの予定にカーソルを合わせたときに、取引先と納入商品の詳細を派遣担当者に提供したいと考えています。コンサルタントはこの機能の実装をどのように推奨すべきですか？

Create CSS in the Dispatcher's Console.

Use Lookup Fields.

Configure Field Sets on the Service Appointment.

Add Fields on the Page Layout.

６７．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?

UC社が有効なリソースを確実にサービス予定にアサインしたい。このスケジュールポリシーを満たすために、コンサルタントがどんな設定を提案するべきか

Match Fields

Match Boolean

Preferred Resource

Required Resource

６８．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?

サービス予定の作業を実施するため、技術者がUC社から現場についたが、不運に顧客が不在だった。UC社が今後、このような出来事を追跡し、改善したい。こんな状況を対応する、コンサルタントがどんなプロセスを提案すべきか

Set the existing Service Appointment status to Complete; Create a new Work Order and Service Appointment for the follow-up trip.

Set the existing Service Appointment status to Cannot Complete; Create a new Work Order Line Item for the follow-up trip.

Set the existing Service Appointment status to In Progress; Create a new Work Order and Service Appointment for the follow-up trip.

Set the existing Service Appointment status to Cannot Complete; Create a new Service Appointment against the same Work Order for the follow-up trip.

６９．Universal Containers wants to invoice its Customer for the parts used when performing repairs on installed Assets. What should a Consultant recommend to track the price of the parts consumed?

UC社がお客様に設置済み製品を修理時に使ったパーツの金額を請求したい。使用されたパーツの価格を追跡するため、コンサルタントがなにを提案すべきか

Use Assets and Products to track the price.

Use Products and Price Books to track the price.

Use a custom object to model the Work Order pricing and price.

Use Opportunity Line Items and Price Books to track the price.

７０．Universal Containers' DSO (Days Sales Outstanding) is at an all-time high, and they are evaluating way to shorten the collection time. What will help reduce DSO?

UC社のDSO（Days Sales Outstanding）は過去最高であり、収集時間を短縮する方法を評価しています。 DSOの短縮するに役立つものは何ですか？

Require Technicians sign-off on Work Orders.

Require customer signature on billable Work Orders

Require Technicians log all non-billable hours.

Require approval on all Installations.

７１．The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is sent. Which two items should a Consultant implement to ensure Work Orders cannot be closed? Choose 2 answers.

UC社のCFOは、カスタマーサービスレポートが送信されるまで、作業指示書を完了済みにしないようにと考えています。作業指示書を確実に完了済みにできないようにするために、コンサルタントはどの2つの項目を実装する必要がありますか？ 2つの答えを選んでください。

Custom Work Order Status with Category

Custom Validation Rule on Work Orders

Custom Work Order Escalation Rules

Custom Approval Process on Work Orders

７２．In the dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? Choose 3 answers

ディスパッチャコンソールでは、地図を見るときに、派遣担当者に表示される要素を３つ選択してください。

Resource's Home Base

Google Traffic Data

Service Appointments

Service Appointment Dependencies

Resource's Travel Speed

７３．Universal Containers maintains their service level agreements at the customer level only. How can a Consultant ensure agents can verify coverage?

UC社が、顧客レベルのみで、SLAをメンテナンスしたい。コンサルタントがどうやって、エージェントを確実にこの対応範囲を確認させる。

Create Milestones, set up Entitlement Process, display the related List on the Work Order Page Layout.

Create Milestones, set up Entitlement Process, display the related List on the Account Page Layout.

Create Contract Line Items, set up Entitlement Process, display the related List on the Asset Page Layout.

Set up Entitlement Process, set up Service Contracts, display the related List on the Contact page Layout.

７４．Universal Containers (UC) uses Service Contract based Entitlements to determine their Service Level Agreements. UC would like to track adherence to Service Contract SLAS. Where would UC apply an Entitlement record to track the specific Service Contract SLAS?

UC社が、サービス契約ベースのエンタイトルメントでサービスレベル契約を決めたい。サービス契約の遵守を追跡したいと考えている。どこにエンタイトルメントレコードを適用すれば、この追跡を実現できるか

Work Order

Service Contract

Account

Work Order Line Items

７５．Universal Containers has enabled Field Service Lightning and is looking to enable Entitlements for Work Orders. What should a Consultant take into consideration?

Field Service Lightningを有効にしており、作業指示の資格を有効にしようとしています。コンサルタントは何を考慮すべきですか？

Managing page layouts and milestone trackers can be done in salesforce1.

Creating Entitlements for Work Orders requires Lightning to be enabled.

Creating Entitlements for Cases and Work Orders must be separated.

Managing page layouts and validation rules can be done in Salesforce Lightning.

７６．Universal Containers (UC) wants to measure their adherence to specific SLAs for all Work Orders. In which order should a Consultant Implement the setup to achieve this requirement?

UC社が、すべての作業指示の特定のSLAへの準拠を測定したいと考えています。この要件を達成するために、コンサルタントはどの順序でセットアップを実装する必要がありますか？

Create Entitlement records, Set Up Entitlements Process for Work Orders, Set Up Milestones.

Set UP Milestones, Create Entitlement records, Set Up Entitlements Process for Work Orders.

Set Up Milestones, Set Up Entitlements Process for Work Orders, Create Entitlement records.

Set Up entitlements Process for Work Orders, Set Up Milestones, Create Entitlement records.

７７．A Technician is onsite where there is no connectivity and is required to capture the customer's signature. What is the appropriate order of operations as the Technician goes back online?

技術者がオンサイトに接続していないため、お客様の署名を取得する必要があります。技術者がオンラインに戻ったときの操作の適切な順序は何ですか？

Capture signature, sync device, update record, deliver Service Report.

Capture signature, update record, sync device, deliver Service Report.

Deliver Service Report, capture signature, update record, sync device.

Deliver Service Report, update record, sync device, capture signature.

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

不完全な作業指示書に関する苦情が増えている。この状況を改善するためにコンサルタントはどのようなオプションを推奨すべきですか？

Decrease Resource Rant Score.

Change the Scheduling Rules.

Implement Validation Rules and Signature Capture.

Send an email CSAT survey.

７９．Universal Containers has installed base equipment that requires specific expertise to install or decommission. Additionally, the effort can vary significantly based on equipment type. What solution should a Consultant recommend to efficiently manage installation and decommission work?

設置または廃止するために特定の専門知識を必要とする設置ベースの機器があります。また、作業は機器のタイプによって大きく異なる場合があります。インストールと廃止作業を効率的に管理するためにコンサルタントが推奨するソリューションはどれですか。

Skill Requirements and Entitlements

Milestones and Service Appointments

Work Types and Skill Requirements

Validation Rules and Work Types

８０．Universal Containers has implemented a Knowledge solution to provide Field Technicians with information necessary to complete assigned work. Which two capabilities will now be available?

割り当てられた作業を完了するために必要な情報をフィールド技術者に提供するためのナレッジソリューションを実装しました。どちらの機能が利用できるようになりますか？2つの答えを選んでください

Attach Knowledge Articles to Work Order Line Items Only.

Attach Articles to Work Orders and Work Order Line Items.

Manage Attached Articles and Search the Knowledge Base.

Include Quick Actions and Global Actions in Attached Articles.

８１．Universal Containers has Resources working in multiple countries and time zones. Each country has different holidays and working hours as allowed by law. What should a Consultant recommend to implement these parameters with the most flexibility possible?

複数の国とタイムゾーンで作業するリソースがあります。法律許可内に、国ごとに異なる休日と労働時間があります。コンサルタントは、これらのパラメータを可能な限り柔軟に実装するために何を推奨すべきですか？

Service Territories, Operating Hours, and Resource Absences

Service Territories, Resource Capacity, and Business Hours

Skills, Operating Hours, Time Slots, and Holidays.

Work Types, Resource Availabilities, and Operating Hours

８２．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?

UC社が、昼休みが既存のスケジュールされた作業を妨げることを望まない。コンサルタントは、毎日午後1時から始まる30分の昼休みを確実にするために、スケジューリングポリシーをどのように構成する必要がありますか？

Create Resource Absences every day.

Create a recurring Service Appointment

Use appropriate Resource Operating Hours.

Use the Resource Availability Rule.

８３．Universal Containers has external resources who only report back once a Service Appointment has been completed. All Internal resources need to report incremental progress on Service Appointments. How should a Consultant recommend implementing statuses to support these different user groups?

UC社がサービスの予定が完了したときにのみレポートを返す外部リソースがあります。対照的にすべての内部リソースは、サービスの予定に関する段階的な進捗状況を報告する必要があります。コンサルタントは、これらのさまざまなユーザーグループをサポートするためのステータスの実装をどのように推奨すべきですか？

Configure Status Transitions based on Resource Type.

Block Status Transitions using a Validation Rule.

Limit Status Transition based on Profile.

Allow Status Transitions based on Role.

８４．Universal Containers is implementing Field Service Lightning in multiple European Countries, where pricing varies by product. Which two options should a Consultant recommend when considering the setup and configuration of Price Books?

UC社が、製品によって価格が異なるヨーロッパの複数の国でField Service Lightningを実装しています。価格表のセットアップと構成を検討するときにコンサルタントが推奨する2つのオプションはどれですか。

Utilize the standard Salesforce Price Book.

Utilize multiple country-specific Price Books.

Utilize country-specific Price Book Entries.

Utilize Standard Global Service Price Book Entries.

８５．Universal Containers provides installation, repair, and consulting services. When Technicians complete the work, they need to provide different reports for the installation, repair, and consulting services. Which two configurations should a Consultant recommend to meet this requirement? Choose 2 answers

設置、修理、およびコンサルティングサービスを提供します。技術者が作業を完了すると、設置、修理、およびコンサルティングサービスに関するさまざまなレポートを提供する必要があります。この要件を満たすためにコンサルタントが推奨する2つの構成はどれですか。 2つの答えを選択してください

Product Templates

Service Report Templates

Assets

Work Types

86.Universal Containers (UC) wants to track the full lifecycle of their Cases. UC defines a Case as resolved when all interactions with the customer are complete. How can a Consultant ensure that Cases are closed when all Work Orders associated to the Case are complete?

ケースのライフサイクル全体を追跡したいと考えています。お客様とのすべてのやり取りが完了したときにケースを解決済みと定義します。ケースに関連付けられたすべての作業指示が完了したときに、コンサルタントがケースを確実に閉じるにはどうすればよいですか？

Use Process Builder to close the Case when all Work Orders are closed.

Use Workflow to close the Case when all Work Orders are closed.

Use Process Builder to close the Case when the Work Order is created.

Use Workflow to close the Case when the Work Order is dispatched.

８７．Universal Containers (UC) wants to track all customer work requests. UC has no requirement to track where the work originated from, but does need the requests tied to the customer's account. What should a Consultant recommend to track these work requests?

すべての顧客の作業要求を追跡したいと考えています。作業の発生元を追跡する必要はありませんが、顧客のアカウントに関連付けられた要求が必要です。これらの作業要求を追跡するためにコンサルタントは何を推奨すべきですか？

Cases, Work Orders, and Tasks

Work Orders only

Cases Only

Work Orders and Cases

８８．Universal Containers uses a complex service model that involves scheduling multiple Service Technicians for each customer interaction (e.g., an install). How can a Consultant ensure that a Service Technician enters the data necessary to track completed work?

UC社は顧客とのやり取り（インストールなど）ごとに複数のサービス技術者をスケジュールすることを含む複雑なサービスモデルを使用します。コンサルタントは、サービス技術者が完了した作業を追跡するために必要なデータを確実に入力できるようにするにはどうすればよいですか？

Update the Work Order and its associated parent Account.

Update the Service Appointment and its associated parent record.

Update the Case Feed and tag the associated Service Representative.

Update the Work Order Line Item and its associated parent Asset.

８９．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?

UC社が迅速なサービスを提供し、さまざまな顧客向けに複数のサービスレベルを備えています。サービス予定の50％以上は、完了する必要がある同じ日に作成されます。その結果、技術者の1日のスケジュールは1日を通して何度も変更される可能性があります。コンサルタントは、どのような派遣方法で実装を推奨すべきですか？

Automatically change the status to Dispatched of all Service Appointments.

Automatically run Optimization Background Job every hour.

Automatically schedule unscheduled services to available Resources.

Automatically Dispatch Service Appointments using Drip Feed.

９０．Universal Containers schedules jobs that require multiple steps when on-site. They would like to add a new status to the existing status flow. Which two configurations need to be set up? Choose 2 answers.

オンサイトで複数のステップを必要とするジョブをスケジュールします。彼らは、既存のステータスフローに新しいステータスを追加したいと考えています。どの2つの構成をセットアップする必要がありますか？ 2つの答えを選んでください

Add the Status Transitions to the Technicians' Profile.

Add the allowed Status Transitions in Field Service Settings.

Add new Status to the Work Order

Add new Status to the Service Appointment.

９１．A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about to expire. Which two upsell activities should the CSR consider? Choose 2 answers.

クライアントサービス担当者（CSR）が土曜日に顧客から電話を受けます。 CSRは、顧客がカバーされていると判断しますが、カバレッジがまもなく期限切れになります。 CSRが考慮すべき2つのアップセル活動はどれですか。 2つの答えを選んでください。

Open a Case and send email with new Service Offerings.

Open a Case and create a Work Order for the Dispatch Team.

Open a Case and inform Customer of weekend service pricing.

Open a Case and a renewal Opportunity for the Sales team.

９２．Universal Containers is concerned about the decrease in Asset Uptime metrics. Which two actions should a Consultant recommend?

UC社がAsset Uptimeメトリックの減少を懸念しています。コンサルタントが推奨する2つのアクションはどれですか？

Integrate IoT data from their install base to detect asset issues.

Review existing contracts for obsolete provisions and requirements.

Launch a feedback survey to their install base and follow up on results.

Establish a Preventative Maintenance program for their install base.

９３．Universal Containers utilizes two contractors, Contractor 1 and Contractor 2, to perform repair work, Contractor 1 has provided service longer for Universal Containers and is considered to have more repair work expertise than Contractor 2. How should a Consultant configure this expertise for Contractor 1 versus Contractor 2?

請負業者1と請負業者2の2人の請負業者を利用して修理作業を行います。請負業者1は、ユニバーサルコンテナに長いサービスを提供しており、請負業者2よりも修理作業の専門知識が高いと見なされています。
コンサルタントは、請負業者1と請負業者2のこの専門知識をどのように構成する必要がありますか？

Assign Contractor 1 as a Preferred Resource.

Assign Contractor 2 as an excluded Resource.

Assign Contractor 1 and 2 different Skill Levels for repair Work Type.

Assign Contractor 1 and 2 different capacities for repair work.

９４．Universal Containers wants their Technicians to record an Asset Number using a barcode scanner when completing Work Orders. What field types should be configured to capture this information?

作業オーダーの完了時に、技術者がバーコードスキャナーを使用して資産番号を記録することを望んでいます。この情報を取得するには、どのフィールドタイプを設定する必要がありますか？

Number

Barcode

Text

Formula

９５．Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only. How can this be configured?

サービス予定が同じサービステリトリーからのみリソースにディスパッチされるようにしたいと考えています。これはどのように構成できますか？

Mark the Service Territory's Resources as Required on the Service Appointments.

Include the Resource Availability Work Rule in the Scheduling Policy.

Include the Match Territory Work Rule in the Scheduling Policy.

Ensure the Resource's Address is in the same Match Territory as the Service Appointments.

９６．Containers wants to offer their Field Technicians a more limited view of Work Orders and Service Appointments in the Field Service mobile app compared to their Dispatchers. What should a Consultant recommend so the Field Technician sees only the necessary fields?

現場技術者に、ディスパッチャと比較して、Field Serviceモバイルアプリでの作業指示とサービス予定のより限られたビューを提供したいと考えています。現場技術者が必要な項目のみを表示できるように、コンサルタントは何を推奨する必要がありますか？

Field Technician Field Sets

Field Technician Mini-Page Layouts

Field Technician Visualforce Pages

Field Technician Page Layouts

９７．Universal Containers wants Service Managers to quickly identify location and status changes in the lifecycle of a specific component in a customer's install base. What should a Consultant recommend to track the lifecycle?

Service Managerが顧客のインストールベース内の特定のコンポーネントのライフサイクルにおける場所とステータスの変更をすばやく特定することを望んでいます。ライフサイクルを追跡するためにコンサルタントは何を推奨すべきですか？

Utilize Field History Tracing on Assets.

Utilize lifecycle Object tracking on Assets.

Utilize a Work Order related list on Assets.

Utilize custom fields for change tracking on Assets.

９８．A Field Service Technician wants to view a list of parts consumed during a given time period. The Technician will then use the data to replenish inventory on the truck. Which three steps should a Consultant recommend to track the number of parts consumed? Choose 3 answers.

フィールドサービス技術者は、特定の期間中に消費された部品のリストを表示したいと考えています。技術者はそのデータを使用して、トラックの在庫を補充します。コンサルタントが消費する部品の数を追跡するために推奨する3つのステップはどれですか。
３つの答えを選択してください。

Build a report using the Service Appointment Inventory module.

Build a report to view Inventory Transactions.

Build a report to view Products Consumed on Work Orders.

Build a report to view Products Consumed on Work Order Line Items.

Build a report using the Work Order inventory module.

９９．Universal Containers wants Field Technicians to capture customer authorization via a signature through Salesforce mobile app. What should a Consultant recommend?

Create a Quick Action on the Service Appointment to launch a Visualforce signature page.

Create an Approval Process from the Service Appointment for the customer's Authorization.

Create a custom text field to capture the customer's signature on Salesforce mobile app.

Create a Checkbox on the Service Appointment that will capture the customer's Authorization.

１００．The Dispatcher at Universal Containers would like to schedule Service Appointments from the Dispatcher's Console while taking the Scheduling Policy into consideration. Which three options are available to the Dispatcher? Choose 3 answers

UCのディスパッチャーは、スケジューリングポリシーを考慮しながら、Dispatcher’s Consoleからサービス予定をスケジュールしたいと考えています。
ディスパッチャーが利用できる3つのオプションはどれですか？
3つの答えを選んでください

Select multiple Service Appointments from the list and bulk schedule them.

Select a Service Appointment from the list and press the "Schedule" action.

Select a Service Appointment from the list, press the "Change Status" action and "Dispatch."

Select a Service Appointment from the list, press the "Edit" action and allocate the Resource.

Select a Service Appointment from the list, press the "Candidates" action, and select the best time slot.

１０１．Universal Containers (UC) wants to generate Work Orders from their Customer Service Cases. UC would like the Work Order to be linked to the Case and have the Customer Service Representative select a pre-defined template for the Work Order within the Service Console. Which two items should a Consultant recommend in order to achieve this? Choose 2 answers

Add description here!

Use Record Types to achieve pre-defined templates.

Use Work Types to achieve pre-defined templates.

Add the Work Order Quick Action on the Account.

Add the Work Order Quick Action on the Case.

１０２．Universal Containers would like to enforce a 48-hour SLA to ensure that Technicians perform certain follow-up activities after they leave a customer site. The starting point of the SLA is when the Work Order Status is set to "Technician Wrap Up." The Technician is required to provide confirmation that wrap up is completed. Which three configurations should a Consultant implement to ensure this can be achieved? Choose 3 answers

技術者がお客様のサイトを離れた後に特定のフォローアップ活動を実行できるようにするために、48時間のSLAを実施したいと考えています。 SLAの開始点は、ワークオーダーステータスが「技術者後処理」に設定されている場合です。技術者は、作業指示が完了したことを確認する必要があります。これを確実に実現するために、コンサルタントはどの3つの構成を実装する必要がありますか？ 3つの答えを選んでください

Create an Entitlement Process which has entry criteria for Status = Technician Wrap Up.

Create a Workflow to close the Milestone when the Wrap Up is complete.

Create a Process Builder to close the Milestone when the Wrap Up is complete.

Create custom fields to capture that the Wrap UP Activities have been completed.

Create a Milestone which has entry criteria for Status = Technician Wrap Up.

１０３．Universal Containers wants the ability for their Field Technicians to log sales opportunities associated with their Work Orders. What configuration should a Consultant implement so Field Technicians can easily achieve this through the Field Service Mobile app?

Add description here!

Quick Action on Work Order Line Items to Create Opportunity

Quick Action on Opportunity to Create Work Order Line Item

Quick Action on Work Order to Create Opportunity

Quick Action on Opportunity to Create Work Order

１０４．Universal Containers needs to implement a way to track all internal and external work associated with an inbound contact center request. How should a Consultant recommend tracking the work?

UC社はインバウンドコンタクトセンターリクエストに関連するすべての内部および外部の作業を追跡する方法を実装する必要があります。コンサルタントはどのように作業の追跡を推奨すべきですか？

Parent/Child Work Orders

Cases Only

Cases and Work Orders

Work Orders only

１０５．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.

Add description here!

Create operating hours for the Service Territory.

Create operating hours for the Service Resource.

Create operating hours for the Service Appointment.

Create operating hours for the Optimization Engine.

１０６．Universal Containers (UC) wants to customize Service Reports provided to customers at sign-off. Which three options are available through configuration in Field Service Lightning?

UC社がサインオフ時に顧客に提供されるサービスレポートをカスタマイズしたいと考えています。 Field Service Lightningの設定で利用できる3つのオプションはどれですか？（3つ選択してください）

Add additional field to Address Section of report.

Add additional filed to General Section of report.

Add additional image to Detail Section of report.

Add additional page to End Section of report.

Add additional dates in Date Section of report.

１０７．Universal Containers is looking to implement Entitlement Management to meet the following requirements: 1) Any employee from the customer account is eligible for support. 2) Specific purchased products are eligible for support. What Objects should be set up for Entitlement Management?

以下の要件を満たすようにエンタイトルメント管理を実装しようとしています。エンタイトルメント管理にはどのオブジェクトを設定する必要がありますか？

Accounts and Service Contracts

Contacts and Service Contracts

Contracts and Assets

Accounts and Assets

１０８．Universal Containers has an initiative to reduce their carbon footprint. What factor should a Consultant recommend using in a Scheduling Policy to meet the above requirement?

Add description here!

Add the Maximum Travel From Home Work Rule.

Remove the Match Location Work Rule.

Remove the ASAP Service Objective.

Give the Minimize Travel Service Objective the highest weight.

１０９．Universal containers has a large volume of cancellations occurring on their Work Orders. The COO wants to manage Work Order cancellations and subsequent follow-ups. Which two options should a Consultant recommend? Choose 2 answers.

UCは、作業指示書で大量のキャンセルを経験しています。 COOは、作業指示のキャンセルとその後のフォローアップを管理したいと考えています。コンサルタントが推奨すべき2つのオプションはどれですか。 2つの答えを選んでください。

Re-use the existing Work Order for the follow-up.

Change the Work Order with a closed status of "Cancelled."

Change the Work Order with a status of "New."

Create a child Work Order for the follow-up Work Order.

１１０．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?

UC社にはパートナーコミュニティがあります。作業オーダーはこれらのパートナーに割り当てられます。パートナーはサービス予定やサービスリソースと対話していません。パートナーユーザーは、モバイルデバイスから作業指示記録をどのように更新しますか？

Work Order records cannot be updated on a mobile device

Salesforce mobile app

Field service mobile app

Salesforce Touch