Salesforce Salesforce Certifications HEROKU-ARCHITECTURE-DESIGNER Questions & Answers

• Question 161:

  The Disaster 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 Disaster? (Choose three.)

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

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

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

  D. Select multiple Service Appointment from the list and bulk schedule them.

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

  Correct Answer: BCD

• Question 162:

  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?

  A. Assign the existing Work Order to a Crew.

  B. Assign the existing Service Appointment to a Crew.

  C. Assign the existing Work Order to each staff member.

  D. Create a new Service Appointment and assign a Crew.

  Correct Answer: D

• Question 163:

  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 three.)

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

  B. Create a Process to call a Flow that completes the Milestone when the Wrap Up is complete.

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

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

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

  Correct Answer: CDE

• Question 164:

  Dispatchers 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?

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

  B. Define Skills, Set up Skill Requirements, and Set up Resource Skills

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

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

  Correct Answer: B

• Question 165:

  Universal Containers wants to process mobile payments.

  How can this requirement be met?

  A. Attach a picture of the credit card.

  B. Add a custom field to store the credit card number.

  C. Install an AppExchange package.

  D. Create a custom payments object.

  Correct Answer: C

• Question 166:

  Technicians earn certifications that must be renewed periodically to ensure their skills remain up-to-date.

  How can these certifications be managed on the Resource?

  A. Add the Resource Skill and create Absence once expired.

  B. Add the Resource Skill and track certification using reminder.

  C. Add the Resource Skill and set the End Date.

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

  Correct Answer: C

• Question 167:

  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 two.)

  A. Product Templates

  B. Service Report Templates

  C. Assets

  D. Work Types

  Correct Answer: BD

• Question 168:

  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?

  A. Assign Contractor 1 as a Preferred Resource.

  B. Assign Contractor 1 and 2 different capacities for repair work.

  C. Assign Contractor 2 as an Excluded Resource.

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

  Correct Answer: D

• Question 169:

  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?

  A. Accounts and Service Contracts

  B. Contacts and Service Contracts

  C. Accounts and Assets

  D. Contacts and Assets

  Correct Answer: C

• Question 170:

  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?

  A. Automatically schedule unscheduled services to available Resources.

  B. Automatically change the status to Dispatched of all Service Appointments.

  C. Automatically Dispatch Service Appointments using Drip Feed.

  D. Automatically run Optimization Background Job every hour.

  Correct Answer: D