Universal Containers has a Partner Community. Work Orders are assigned to these partners. Service Appointments or Service Resources are hidden from partners.
How would a Partner user update the Work Order record from a mobile Device?
Universal Containers has a Partner Community. Work Orders are assigned to these partners. Service Appointments or Service Resources are hidden from partners.
How would a Partner user update the Work Order record from a mobile Device?
The Salesforce mobile app is designed to allow users, including partners, to update various Salesforce records while on the go, including Work Order records. The mobile app includes the necessary functionalities for updating records without needing access to Service Appointments or Service Resources. Thus, a Partner user can update the Work Order record from a mobile device using the Salesforce mobile app.
Universal Containers wants to reduce their mean-time-to-service.
Which three Field Service processes should a Consultant recommend to accomplish this goal? (Choose three.)
To reduce the mean-time-to-service, Universal Containers should focus on optimizing the scheduling policy to ensure that appointments are assigned efficiently and appropriately, considering factors such as travel time and technician availability. Dispatching needs to be streamlined to allocate the right resources to the right tasks promptly. Efficient scheduling overall can reduce downtime between service appointments and maximize resource utilization. While a knowledge base is important for providing information, it does not directly impact the immediate scheduling and dispatching processes that are crucial for reducing service time. Customer entitlements are also important but do not have a direct impact on the mean-time-to-service.
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 two.)
When a customer's coverage is about to expire, a Client Service Representative should consider two primary upsell activities. First, they should inform the customer of new service offerings via email, which is a straightforward and efficient method for ensuring the customer is aware of additional options that can enhance their service experience. Second, they should open a renewal opportunity for the Sales team. This allows the Sales team to actively engage with the customer, discuss their needs and offer tailored renewal options. Opening a renewal opportunity is essential because it aligns with the intent to retain the customer by offering continued or enhanced service. Informing the customer of weekend service pricing or creating a work order for the dispatch team are not directly related to upselling activities aimed at renewing or extending the customer's coverage.
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 the hour, every hour, between 9am-5am.
How can this be achieved?
To accomplish the goal of booking meetings that begin on the hour, every hour, between 9am-5pm, you can use Exact Appointments for the Work Types. This configuration ensures that service appointment time slots reflect the precise time needed for the work rather than a time window, making it ideal for scheduling exact start times for meetings, such as those in an office or showroom.
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 two.)
To address the rise in customer reported cases and the decrease in first-time fix-rate, it is beneficial to publish pre-release documentation on the Customer Community and to increase training for Field Service Technicians. The pre-release documentation helps customers understand the new products better, potentially reducing the number of reported cases. Training Field Service Technicians addresses the issue of first-time fix rates by ensuring technicians are better equipped to handle the new product issues efficiently.