Universal Containers has discovered that many of its Technicians’ initial visits require a return
visit to complete the work. Which two approaches should a Consultant recommend to accurately track these visits?

Choose 2 answers
A. Create a new Service Appointment on the original Work Order.
B. Create a new Work Order and Service Appointment.
C. Reschedule the Service Appointment for the new date.
D. Reschedule the Work Order for the new date.

Explanation:

Create a new Work Order and Service Appointment (Option B): This approach involves creating a new Work Order to track the return visit separately from the original visit. By creating a new Work Order, Universal Containers can maintain separate records for each visit, which allows for better tracking and reporting of the technician’s activities.

Universal Containers tracks customer issues in its call centre. Sometimes a Technician is required at the customer’s location to resolve the issue. Which sequence 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, Create Service Appointment.
C.
Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
D.
Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.

Explanation:

• Create Case: This step involves creating a case to document the customer issue reported to the call center. It serves as the initial record for tracking and managing the problem reported by the customer.
• Create Work Order: Once the case is created and assessed, if it requires dispatching a technician to the customer’s location, a work order should be created. The work order details the specific tasks and activities the technician needs to perform to resolve the issue.
• Create Service Appointment: A service appointment is then created to schedule the technician’s visit to the customer’s location. This appointment ensures that the technician’s time is allocated effectively and that the customer is aware of the scheduled visit.
• Dispatch Service Appointment: Finally, the service appointment is dispatched, indicating that the technician should proceed to the customer’s location at the scheduled time to address the reported issue.

An agent has to create a Work Order for a complex installation. A Work Order Line Item is
created for each required component so it can be tracked and priced separately. However, a
few of the components are only on the company’s Preferred Price Book while the others are on
the U.S. Price Book.
Which solution should a Consultant recommend so the agent can meet this requirement?

A.
Create one Work Order and override the price on Work Order Line Items for products on the
Preferred Price Book.
B.
Create one Work Order and add Work Order Line Items based on the Price Book selected on
the Work Type.
C.
Create one Work Order for each Price Book and add Work Order Line Items to the appropriate
Work Order based on its Price Book.
D.
Create one Work Order for each Price Book and use Work Types to assign the Price Book to
each Work Order Line Item.

How should the Consultant recommend visualizing the highest revenue generating Service
Appointments on the Gantt?

A.
Add the relevant field to the Field Set.
B.
Color code using Gantt Palettes.
C.
Create a Gantt Action to highlight.
D.
Use Map Report Layers.

Explanation:

Colour code using Gantt Palettes (Option B): This approach involves using Gantt charts and color-coding to visually represent different aspects of the work orders or service appointments. By assigning specific colors to indicate return visits, Universal Containers can quickly identify and differentiate between initial visits and return visits on the schedule. This enhances visibility and makes it easier to track return visits.