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?

• A.Update the Service Appointment Status filed. (can't be done from mobile)
• B.Update the Service Appointment field "In Jeopardy" (its not a Service Appointment field)
• C.Reschedule the Service Appointment for later. (from mobile it can only be reschedule via chatter)
• D.Update the Service Appointment Chatter feed.

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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?

• A.Use Process Builder to close the Case when all Work Orders are closed.
• B.Use Workflow to close the Case when all Work Orders are closed.
• C.Use Process Builder to close the Case when the Work Order is created.
• D.Use Workflow to close the Case when the Work Order is dispatched.

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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?

• A.Use Assets and define a hierarchy.
• B.Use Products and Product Families.
• C.Use Work Orders and define a hierarchy.
• D.Use Orders and Order Products.

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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

• A.Add the Work Order Quick Action on the Account.
• B.Add the Work Order Quick Action on the Case.
• C.Use Work Types to achieve pre-defined templates.
• D.Use Record Types to achieve pre-defined templates.

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

• A.Send an email CSAT survey.
• B.Decrease Resource Rant Score.
• C.Change the Scheduling Rules.
• D.Implement Validation Rules and Signature Capture.

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