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Question 62 - Certified Field Service Consultant discussion

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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 in charge of updating Service Appointments and Work Orders upon completion.

How should a Consultant implement the requirement?

A.
Create the individual Technicians as Service Crew Members.
Answers
A.
Create the individual Technicians as Service Crew Members.
B.
Set the individual Technicians as Capacity-Based Service Resources.
Answers
B.
Set the individual Technicians as Capacity-Based Service Resources.
C.
Set the Contractor Manager as a Capacity-Based Service Resource.
Answers
C.
Set the Contractor Manager as a Capacity-Based Service Resource.
D.
Create the Contractor Manager as a Crew Service Resource.
Answers
D.
Create the Contractor Manager as a Crew Service Resource.
Suggested answer: C

Explanation:

Capacity-Based Service Resources are service resources that have a limited number of hours available for work per day or week[150]. Setting the Contractor Manager as a Capacity-Based Service Resource would allow Universal Containers to outsource 100 hours of weekly maintenance to an external Contractor by setting up criteria such as capacity hours per week equals 100 and capacity type equals weekly[151]. Creating the individual Technicians as Service Crew Members would not work because Service Crew Members are service resources that belong to a crew and share the same service appointments[152]. Setting the individual Technicians as Capacity-Based Service Resources would not work because Universal Containers does not have visibility into the individual external technicians. Creating the Contractor Manager as a Crew Service Resource would not work because Crew Service Resources are service resources that act as leaders or managers of a crew and can assign crew members to service appointments[153].

Reference: https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based_create_edit.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_create_edit_delete.htm&type=5

asked 23/09/2024
Quintin van Rooyen
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