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Salesforce FS-Con-101 Exam - Topic 1 Question 11 Discussion

Universal Containers wants its Technicians to follow a Standard Operating Procedure (SOP) while performing preventativeMaintenance on an individual Asset. Each operation should be captured independently, to allow Technicians to enter notes and updateStatuses as they progress with the work. Preventative maintenance should be completed within a single visit. Which data model should the Consultant recommend to Universal Containers?
C) Work Order Line Items to represent the different operations.Service Appointment to represent the visit.
A) Work Order Line Item to represent the preventative maintenance on the Asset. Work Orders to represent the different operations.Service Appointment to represent the visit.Service Appointment to represent the preventative maintenance on the Asset.
B) Work Order Line Items to represent the different operations.Work Order to represent the visit.mWork Order to represent the preventative maintenance on the Asset.
D) Work Order to represent the preventative maintenance on the Asset.Service Appointments to represent the different operations.Work Order Line Item to represent the visit.

Salesforce FS-Con-101 Exam - Topic 1 Question 11 Discussion

Actual exam question for Salesforce's FS-Con-101 exam
Question #: 11
Topic #: 1
[All FS-Con-101 Questions]

Universal Containers wants its Technicians to follow a Standard Operating Procedure (SOP) while performing preventativeMaintenance on an individual Asset. Each operation should be captured independently, to allow Technicians to enter notes and updateStatuses as they progress with the work. Preventative maintenance should be completed within a single visit. Which data model should the Consultant recommend to Universal Containers?

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Suggested Answer: C

Work Order Line Items for operations and one Service Appointment for the visit is the appropriate Field Service design. Each SOP operation should be represented as a task-level line item so it can have its own status and notes. The single Service Appointment represents the one onsite visit during which all operations are completed.

Reusable configuration should be preferred over duplicating records or custom objects. Work Types can standardize duration, required skills, required products, and Knowledge, while the Work Order hierarchy and Work Order Line Item hierarchy are available when genuinely separate but related work must be represented.

The alternatives address different parts of the Field Service model. Using multiple appointments would imply multiple visits, while using Work Orders for each operation would fragment one preventive-maintenance job into unnecessarily separate service records.

This approach keeps the implementation aligned with the standard Field Service data model and avoids unnecessary customization. Study Guide reference: Managing Work Orders --- Work Order Line Items; Service Appointments; SOP execution.


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