In the Dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? (Choose three) A. Google Traffic Data B. Service Appointment Dependencies C. Resource’s Home Base D. Service Appointments E. Resources Travel Speed

Universal Containers maintains their service level agreements at the customer level only. How can a consultant ensure agents can verify coverage? A. Set up Entitlement Process, set up Service Contracts, display the related List on the Contact Page Layout. B. Create Milestones, set up Entitlement Process, display the related List on the Work Order Page […]

Universal Containers wants Field Technicians to capture customer authorization via a signature through Salesforce mobile app. What should a Consultant recommend? A. Create a Quick Action on the Service Appointment to launch a Visualforce signature page. B. Create an Approval Process from the Service Appointment for the customer’s Authorization. C. Create a Checkbox on the […]

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? A. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment. B. Create Work Order, Create Case, Dispatch Work Order, […]

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. Who should a Consultant recommend adhering to this business process? A. Assign Permission Sets that allow […]