Field-Service-Lightning-Consultant Dumps Salesforce Certified Field Service Lightning Consultant (SP19)

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Salesforce Certified Field Service Lightning Consultant (SP19)
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NEW QUESTION 1
When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is
created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To
meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are
reporting that there are no milestones listed when viewing the record.
How should this issue be resolved?
A. Make sure the case entitlement record is being shared with the service resource.
B. Add work order milestones after the case milestones to the entitlement process.
C. Ensure the work order entitlement is related to the same process as the case entitlement.
D. Create a separate entitlement process associated to the work order object.
Answer: D
NEW QUESTION 2
Universal Containers has implemented a flow that allows technicians to replace faulty or damaged assets directly from within the field service lightning mobile app.
Once a replacement has been made, where can the asset relationship s be viewed?
A. Both the primary assets and related assets related lists on the assets object
B. Only the primary assets related list on the assets object
C. Both the primary assets and related assets related lists on the work order object
D. Only the primary assets related list on the work order object
Answer: B
NEW QUESTION 3
Universal Containers wants to track when Technicians need to visit a customer site multiple times to resolve an issue.
How should a Consultant configure this using a single Work Order'
A. Create a new Service Appointment for each site visit.

B. Create a new Child Work Order for each site visit.
C. Create a new Product Consumed for each site visit.
D. Create a new Work Order Line Item for each site visit.
Answer: A
NEW QUESTION 4
universal container want to track technician van stock using the field service lightning mobile app and ensure the technician report when part is used
Which three data elements should a consultant recommend tracking to support this? requirement
Choose 3 answers
A. Products required
B. Inventory
C. Mobile locations
D. Warehouse locations
E. Product consumed
Answer: ACE
NEW QUESTION 5
In the dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? Choose 3 answers
A. Google Traffic Data

B. Resource’s Home Base
C. Service Appointments
D. Resource’s Travel Speed
E. Service Appointment Dependencies
Answer: ABC
NEW QUESTION 6
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.

B. Set the individual Technicians as Capacity-Based Service Resources.
C. Set the Contractor Manager as a Capacity-Based Service Resource.
D. Create the Contractor Manager as a Crew Service Resource.
Answer: C
NEW QUESTION 7
What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences?

A. Service Objectives and Work Types

B. Service Objectives and Work Rules
C. Service Levels and Work Rules
D. Service Contracts and Service Levels.
Answer: B
NEW QUESTION 8
Universal Containers wants to limit their Technicians' view of Work Orders and Service Appointments in the Salesforce Field Service mobile app.
What should a Consultant recommend to control their Technicians' view?
A. Mini-Page Layouts
B. Page Layouts
C. Visualforce Pages
D. Field Sets
Answer: B
NEW QUESTION 9
A Universal Containers customer is having issues with three containers at the customer's site. Each container is tracked as an Asset on the customer's Account.
Which two methods should the Consultant recommend to ensure the service associated with each container can be handled independently?
Choose 2 answers
A. Add each Asset to a separate Work Order Line Ite

B. Create a Service Appointment for each Line Item.
C. Add each Asset to a separate child Work Orde
D. Create a Service Appointment for the parent Work Order.
E. Add each Asset to a separate Work Order Line Ite
F. Create a Service Appointment for the Work Order.
G. Add each Asset to a separate Work Orde
H. Create a Service Appointment for each Work Order.
Answer: CD
NEW QUESTION 10
Universal Containers wants ensure that inventory needed for repair jobs is tracked and managed so Technicians have the material for their jobs. Which two ways
should a Consultant recommend tracking these inventory requirements in Salesforce? Choose 2 answers
A. Products Required for Service Resources

B. Products Required for Service Appointments
C. Products Required for Work Order Line Items
D. Products Required for Work Orders
Answer: CD
NEW QUESTION 10
Universal Containers wants their Technicians to be allowed to reschedule a visit for the same work within the Field Service mobile application. What approach
should a Consultant recommend?
A. Create a Quick Action that will create a new Service Appointment record.
B. Create a Visualforce page that will create a new Work Order record.
C. Create a Quick Action that will create a new Work Order record.
D. Create a Visualforce page that will create a new Service Appointment record.
Answer: A
NEW QUESTION 15
Universal Containers wants to have more control over the geography in which their Technicians are performing work. What capability should a Consultant enable?
A. Service Territories
B. Geotracking
C. Territory Management
D. Location Management
Answer: A
NEW QUESTION 19
When the universal container UC technician installed a product at a customer site the technician must perform all future work for that customer
Which process should the consultant use to meet the requirements?
A. Add the resources as a required resource on the contact

B. Add the resources as a required resource on the work order
C. Add the resources as a required resource on the asset
D. Add the resources as a required resource on the account
Answer: D

NEW QUESTION 22
universal container (uc) is rolling out inventory management to better manage parts and inventory. UC wants to automatically associate certain parts and products
to work orders on creations based on the work to be performed.
How should the Consultant meet this requirement?
A. Add product to the products required related list on the asset object
B. Add product to the products required related list on the work type object
C. Add product to the work order products related list on the work type object
D. Add product to the work order products related list on the asset object
Answer: B
NEW QUESTION 26
Universal Containers wants to identify which resources need more or fewer appointments. Which Gantt chart filter option should a Consultant recommend to
provide this information?
A. Select Sort by Average Utilization on the Resources Tab.

B. Select Date Resolution on the Hours Tab.
C. Select Travel Time and Breaks as skills on the Skills Tab.
D. Select Hours, Absences and Overtime on the Utilization Tab.
Answer: A
NEW QUESTION 30
Universal containers plans to deploy field service lightning to 100 external contractors. There are 75 contractors who need access to work
Orders assets mobile app, and chatter. the remaining 25 contractors are paid a commission on sales of containers and need to schedule resources.
Which license types and quantities should the consultant recommend?
A. 100 contractors100 contractors

B. 25 contractors75 contractors25 contractors
C. 25 contractors100 contractors
Answer: C
NEW QUESTION 31
Universal Containers (UC) has 140 service resources who handle 2,400 service appointments per day.
How should UC define Service Territories to ensure a high quality of optimization and dispatcher experience?
A. Three Service Territories with fewer than 50 resources

B. Two Service Territories that split the Service Resources evenly
C. One Service Territory with four Polygons
D. Five Service Territories with fewer than 500 Service Appointments per day
Answer: A
NEW QUESTION 32
Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require expedited on-site service. How should a Consultant
recommend UC handle unplanned service during times of severe weather?
A. Configure a new Service Level for immediate assignment.

B. Postpone all lower-priority jobs and extend Due Dates.
C. Manually flag Service Appointments as “In Jeopardy” due to weather.
D. Configure Emergency Policy and use the Emergency Wizard.
Answer: D
NEW QUESTION 35
universal container is implementing work order management to better the support its clients
Choose 2 answers
A. Create work skills using the fsl lightning Managed package wizar
B. Assign the skills to service resource
C. And the skill to work type and work order
D. Create the work skill using setu
E. Manually assign the skills to service resources
F. Create the work skills using the FSL lightning web componen
G. Assign the skill to service resources add the skill to work type
H. Create the work skills using the guided setup wizar
I. Assign the skill to service to service resources using guided setup
Answer: BD
NEW QUESTION 38
Universal Containers wants to track Technicians' van stock using the Salesforce Field Service mobile app a ensure that Technicians report when parts are used.
Which three data elements should a Consultant recommend tracking to support these requirements? Choose 3 answers
A. Inventory

B. Warehouse Locations
C. Products Consumed
D. Products Required
E. Mobile Locations
Answer: CDE
NEW QUESTION 40
Universal containers want to implement service legal agreements (SLA) for work Order.
Which three considerations should the consultant take into account?
A. A new entitlement process requires selecting entitlement process type.

B. Milestones for the work orders can be set up from the metadata API
C. A single milestone can be added to both case and work order entitlement processes.
D. An entitlement process must be applied to both cases and work order
E. Milestone of the work orders can be configured in setup.
Answer: ACE
NEW QUESTION 44
Universal containers (UC) wants to deploy knowledge to its field team.
How should UC ensure its technicians can access knowledge articles offline?
A. Use the salesforce Mobile App with deep linking to the field service lightning Mobile App.
B. Use work types to assign associated articles to work order.
C. Create a custom Mobile App that syncs articles based on service appointment assignments.
D. Write a workflow that associates articles to work orders based on a picklist on the work order.
Answer: B
NEW QUESTION 47
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 Case.

B. Use Work Types to achieve pre-defined templates.
C. Add the Work Order Quick Action on the Account.
D. Use Record Types to achieve pre-defined templates.
Answer: AB
NEW QUESTION 51
Ursa Major Solar (UMS) has implemented Field Service using a private record access model. UMS has also set work types to automatically generate Service
Appointments.
Which two sharing options are available for these Service Appointments? Choose 2 answers
A. A Service Appointment can be shared by clicking Sharing on the record.

B. The Service Appointment's parent record can be shared with the assigned resource.
C. Auto-generated scheduled Service Appointments will be shared with resources.
D. Make the dispatcher the assigned resource on the Service Appointments.
Answer: AD
NEW QUESTION 54
which configuration can universal containers use to brand the field service lightning mobile app?
A. Company colours
B. Company address
C. Company style sheets
D. Company logo
Answer: D
NEW QUESTION 55
Universal Containers wants to invoice its Customer for the parts used when performing repairs on installed Assets. What should a Consultant recommend to track
the price of the parts consumed?
A. Use Opportunity Line Items and Price Books to track the price.
B. Use Products and Price Books to track the price.
C. Use Assets and Products to track the price.
D. Use a custom object to model the Work Order pricing and price.
Answer: C
NEW QUESTION 60

A Technician is onsite where there is no connectivity and is required to capture the customer’s signature. What is the appropriate order of operations as the
Technician goes back online?
A. Capture signature, update record, sync device, deliver Service Report.

B. Deliver Service Report, capture signature, update record, sync device.
C. Deliver Service Report, update record, sync device, capture signature.
D. Capture signature, sync device, update record, deliver Service Report.
Answer: A
NEW QUESTION 63
A Field Service Technician wants the ability to view a list of currently available parts on another Technician’s truck. The Technician will then have ability to request
the part(s) from the other Technician. What should a Consultant recommend to view and transfer parts between Technicians?
A. Build a solution to utilize the Work Order reporting module to view the truck stock and request transfer of stock.
B. Build a solution to view the Technician’s truck stock and create a custom process to request transfer to stock.
C. Build a solution to utilize the Parts transfer functionality to view the truck stock and request transfer of stock.
D. Build a solution to utilize the Asset inventory functionality to view the truck stock and request transfer of stock.
Answer: A
NEW QUESTION 68
Universal Containers wants to ensure that Service Appointments are only assigned to Active Resources. Which configuration should a Consultant recommend for
the Scheduling Policy?
A. Match Fields
B. Preferred Resources
C. Match Boolean
D. Required Resources.
Answer: C
NEW QUESTION 72
A Consultant is helping Universal Containers define its mobile approach.
Which requirement would lead a Consultant to recommend the Salesforce Field Service mobile app instead of the Salesforce mobile app?
A. Support service processes with custom Lightning Components

B. Visibility of Technicians with geolocation tracking
C. Access to Lightning Knowledge articles
D. Manage mobile fields available through configuration
Answer: C
NEW QUESTION 77
A technician needs to get replacement part for damaged inventory on them for an upcoming job.
To which object should the technician add a product request record?
A. work types
B. work order
C. service appointment
D. service report
Answer: B
NEW QUESTION 79
universal container UC services customers in multiple time zones. UC Dispatcher need to see the dates and time in dispatcher console for the time zone where
jobs are being performed
How should the consultant configure this?
A. Create the formula to calculate the time zone offset from the user to territory time zone
B. Set the dispatch console to display in territory time zone in the field service settings
C. Set the dispatch console to display in the user time zone in field service settings
D. Configure the dispatcher user time zone to the same as territories they manage
Answer: B
NEW QUESTION 84
Universal Containers is expecting the amount of work to increase significantly over the next three weeks. They have decided to engage a new third-party Contract
Provider to help with the additional work. How should a Consultant recommend Configuring the new Contractor?
A. Create a Capacity-based Resource and delete that Resource after three weeks.
B. Create a Resource and give them 24-hour availability for the next three weeks.
C. Create a Capacity-based Resource and give them 24-hour availability for the next three weeks.
D. Create a Capacity-based Resource and give them Capacity for the next three weeks.
Answer: D

NEW QUESTION 87
Universal Containers does not want the lunch break to interfere with existing scheduled work. How should a Consultant configure the Scheduling Policy to ensure
a 30-minute lunch break that begins every day after 1pm?
A. Create a recurring Service Appointment

B. Create Resource Absences every day.
C. Use appropriate Resource Operating Hours.
D. Use the Resource Availability Rule.
Answer: A
NEW QUESTION 90
the org -wide default sharing for a service appointment Is set to private
If the service appointment is cancelled, which users will have visibility to the record?
A. assigned resources, owner of service appointment and members of service territory

B. owner of service appointment and members of user territory
C. assigned resources, owner of service appointment and members of user territory
D. owner of service appointment and members of service territory
Answer: B
NEW QUESTION 91
Universal containers (UC) have enabled field service lightning and installed the managed package. UC wants to ensure that technicians can update their own
appointments’ status using the dispatcher console Gantt chart.
Which steps should the consultant take to meet these requirements?
A. Create permission sets and assign the field service lightning resource permission set and scheduling license to each technician
B. Create permission sets and assign the field service lightning admin permission set to service resources.
C. Create permission sets and assign the field service lightning scheduling and mobile permission sets to the resource profile.
D. Create permission sets and assign the field service lightning mobile permission set to service resources.
Answer: A
NEW QUESTION 96
Universal Containers wants to provide Dispatchers with Account and Asset details when they hover over each Service Appointment. How should a Consultant
recommend implementing this feature?
A. Create CSS in the Dispatcher’s Console.

B. Add Fields on the Page Layout.
C. Use Lookup Fields.
D. Configure Field Sets on the Service Appointment.
Answer: D
NEW QUESTION 97
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. Set the individual technicians as capacity-based service resources.

B. Create the individual technicians as service crew members.
C. Create the contractor manager as a crew service resource.
D. Set the contractor manager as a capacity-based service resource.
Answer: D
NEW QUESTION 99
Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers
A. Color Palettes
B. Gantt
C. Gantt Map
D. Appointment List
Answer: BD
NEW QUESTION 100

Universal Containers wants to track the time a Service Resource spends on each step of more complex repair Jobs. This time could include travel, prep and on-
site time.
How could the Service Resource's Time Sheet be configured to track the total time spent on each step?
A. Relate the Time Sheet to the Service Appointment.

B. Relate the Time Sheet Entries to the Work Order Line Item.
C. Relate the Time Sheet Entries to the Service Appointment.
D. Relate the Time Sheet to the Work Order Line Item.

Answer: B
NEW QUESTION 102

Universal Containers's (UC) Technicians use the iOS Salesforce Field Service mobile app to track Service Appointments. UC requires some customers to sign
their Service Reports when work is completed. The majority of UC's customers receive a Service Report without signature capture.
How should a Consultant configure Salesforce Field Service to support customer signatures?
A. Build a Flow on the Service Appointment record.

B. Install an AppExchange eSignature solution.
C. Generate a Service Report with a Signature Type.
D. Supply each Service Technician with a portable printer.
Answer: B
NEW QUESTION 103

Universal Containers (UC) wants to schedule Work Orders only if Technicians have the necessary qualifications to complete the designated work. In which two
ways can UC achieve this?
Choose 2 answers
A. Leverage the Match Skills Scheduling Policy when scheduling appointments.

B. Create Skills that relate to qualifications from Setup and assign them to a Service Resource.
C. Leverage the Match Skills Work Rule when scheduling appointments.
D. Create Skills that relate to qualifications from the Skills tab and assign them to a Service Resource.
Answer: BC
NEW QUESTION 104

Universal containers has enabled field service lightning and wants to enable milestones for work orders.
What should a consultant take into consideration?
A. Creating milestones for work orders requires an entitlement for case.

B. Creating milestone trackers requires a custom lightning component.
C. Creating entitlements for work orders requires a custom lightning component.
D. Creating entitlements for cases and work orders must be separated.
Answer: D
NEW QUESTION 108

Universal Containers wants Service Managers to quickly identify location and status changes in the lifecycle of a specific component in a customer’s install base.
What should a Consultant recommend to track the lifecycle?
A. Utilize lifecycle Object tracking on Assets.

B. Utilize Field History Tracing on Assets.
C. Utilize custom fields for change tracking on Assets.
D. Utilize a Work Order related list on Assets.
Answer: B
NEW QUESTION 110

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 add Work Order Line Items based on the Price Book selected on the Work Type.
B. Create one Work Order for each Price Book and use Work Types to assign the Price Book to each Work Order Line Item.
C. Create one Work Order and override the price on Work Order Line Items for products on the Preferred Price Book.
D. Create one Work Order for each Price Book and add Work Order Line Items to the appropriate Work Order based on its Price Book.
Answer: D
NEW QUESTION 112

Universal Containers has an initiative to increase customer satisfaction by committing preferred resources to accounts and providing prompt service. Which two
Scheduling Policies would assist to meet this initiative? Choose 2 answers
A. Soft Boundaries
B. Customer First
C. High Intensity
D. Emergency Policy
Answer: AB
NEW QUESTION 115

Service appointments in a “cannot complete” status may indicate that an additional part or expert assistance is needed to complete the work. Universal containers
defined that service appointments in a “cannot complete” status are unable to be rescheduled or unscheduled for history tracking purposes.
Which two items should the consultant recommend to meet the requirement? Choose 2 answers

A. Define “cannot complete” as a pinned status for auto-dispatch services.

B. Define “cannot complete” as a pinned status for scheduling and optimization services.
C. Ensure that status transitions are configured to prevent the update from “cannot complete” to “none’.
D. Ensure that status transition are configured to allow the status update from “cannot complete” to “scheduled”.
Answer: BC
NEW QUESTION 118

Universal containers wants to identify which resources need more or fewer appointment.
Which Gantt chart filter option should a consultant recommend to provide this information?
A. Select date resolution on the hours tab.

B. Select hours absences and overtime on the utilization tab.
C. Select sort by average utilization on the resources tab.
D. Select travel time and breaks as skills on the skills tab.
Answer: C
NEW QUESTION 119

Universal Containers (UC) uses Service Contract based Entitlements to determine their Service Level Agreements. UC would like to track adherence to Service
Contract SLAS. Where would UC apply an Entitlement record to track the specific Service Contract SLAS?
A. Work Order Line Items

B. Service Contract
C. Work Order
D. Account
Answer: D
NEW QUESTION 123

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 2 as an excluded Resource.

B. Assign Contractor 1 and 2 different capacities for repair work.
C. Assign Contractor 1 as a Preferred Resource.
D. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.
Answer: D
NEW QUESTION 127

universal container technicians have 12 mandatory company holidays each
calendar year. Technician need view all of their absence records at once
Which two applications should a consultant recommend to meet this requirement? Choose 2 answers
A. Salesforce browser-based applications

B. Custom mobile applications
C. Field service lightning mobile applications
D. Salesforce mobile applications
Answer: AC
NEW QUESTION 131

Org-Wide Default sharing is set to Private in a Salesforce org.
If the Field Service Lightning User Territory feature is enabled, which three objects will be visible to users who are part of the User Territory?
Choose 3 answers
A. Accounts
B. Service Resources
C. Work Orders
D. Resource Absences
E. Work Types
Answer: ADE
NEW QUESTION 133

Northern Trail Outfitters is implementing drip feed dispatching. When testing the new functionality, the drip does not dispatch appointments as expected. A
consultant is engaged to troubleshoot the issue.
What is preventing the drip feed from triggering?
A. The appointment status is going from Scheduled to Completed.

B. The status on completed appointments can only be Canceled, Completed, or Cannot Complete.
C. The default drip feed setting is overriding the drip feed rate on a service territory.
D. Other scheduled jobs are dispatching appointments and exceeding the drip feed value.
Answer: B

NEW QUESTION 134

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 filed to store the credit card number
C. Create a custom payments object
D. Install an AppExchange package.
Answer: D
NEW QUESTION 136

A customer wants to return a defective product instead of scheduling a Service Appointment. How should this product be tracked in Salesforce Field Service?
A. Create a Product Request and Product Request Line Item.

B. Create a Return Order and relate it to the Product.
C. Create a Work Order and Work Order Line Item.
D. Create a Return Order and Return Order Line Item.
Answer: D
NEW QUESTION 140

Universal Containers (UC) is rolling out Inventory Management to better manage parts and inventory. UC wants to automatically associate certain parts and
products to Work Orders upon creation based on the work to be performed.
A. Add Products to the Work Order Products Related List on the Asset object.
B. Add Products to the Products Required Related List on the Work Type object.
C. Add Products to the Products Required Related List on the Asset object.
D. Add Products to the Work Order Products Related List on the Work Type object.
Answer: B
NEW QUESTION 142

Universal container want to track technician van stock and consigned products How can this will be accomplished using the field service lightning standard object
model
A. Service resources will track van stoc

B. Location will track time and customer sites
C. Location will track van stoc
D. Account will track consigned products
E. Service resources will track van stoc
F. Products consumed will track item at customer's site
G. Location will track van stock and items at customer's site
Answer: B
NEW QUESTION 146

Universal Containers would like to report on the volume of products installed within a specific timeframe. What solution will help meet the customer's requirement?
A. Utilize a Work Order related list on Asset.

B. Utilize a custom "Installation Date" field on Asset.
C. Utilize Field History Tracking on Asset.
D. Utilize the standard "Installation Date" field on Asset.
Answer: D
NEW QUESTION 150

Universal Containers occasionally needs to use two technicians to complete a job, however the technicians can be onsite at different
How should a consultant implement this process?
A. Create two service appointments and set the early start to the start time of the first service appointments
B. Create two service appointments and assign two different resources
C. Create one service appointments and schedule two resources
D. Create one service appointments and add two required resources
Answer: B
NEW QUESTION 155

Universal Containers wants to prevent the lunch break from interfering with existing scheduled work.
How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1 PM?
A. Create a recurring Service Appointment.

B. Use the Resource Availability Rule.
C. Use appropriate Resource Operating Hours.
D. Create Resource Absences every day.

Answer: D
NEW QUESTION 157

universal containers want to limit their technicians view of work orders and appointment in the field service lightning mobile app
What should a consultant recommend to control their technicians?
A. field sets
B. page layouts
C. mini page layouts
D. visual force page
Answer: B
NEW QUESTION 158

universal container UC wants to create a new scheduling policy that takes into account the technician assigned to customers account and then considers a
resource from the customer group of preferred technician UC also wants to consider only technician with 50 miles of schedule work
Which two items should a consultant include in the scheduling policy to meet this? requirement?
A. Minimize travel service objectives and resources priority services objectives

B. Maximize travel from home and working territories
C. Required resources and maximum travel from home
D. Minimize travel service objective and preferred resource services objectives
Answer: BD
NEW QUESTION 162

universal container UC uses two contractors 1 and contractor 2 to perform repair work contractor 1 has provided service for UC for longer period time and
considered to have more repair work expertise then contractor 2
How should a consultant configure the contractors experience?
A. Assign contractors 1 and 2 different capacities of repair work

B. Assign contractors 1 and 2 different skill levels for repair works
C. Assign contractors 1 and 2 preferred source
D. Assign contractors 1 and 2 as excluded resources
Answer: B
NEW QUESTION 164

Universal container want to offer customers a maintenance plan that provides 12 monthly checkups the customer will call to schedule each visit
How should consultant configure the maintenance plan to meet the requirements
A. Set frequency to 1 month; generation time frame 0; Check auto generate work order
B. Set frequency to 1 month; generation time frame 0; uncheck auto generate work order
C. Set frequency to 1 month; generation time frame 12; uncheck auto generate work order
D. Set frequency to 1 month; generation time frame 12; Check auto generate work orderc
Answer: B
NEW QUESTION 166

Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.
When designing the Customer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming
appointment? Choose 2 answers
A. Scheduled End
B. Arrival Window Start
C. Scheduled Start
D. Arrival Window End
Answer: BD
NEW QUESTION 167

Northern Trail Outfitters (NTO) wants to automatically dispatch a Technician's next two Service Appointments after the Technician completes their current Service
Appointment. NTO wants to be consistent across all of the Service Territories and control the number of Service Appointments that are pushed to the Technician.
What automated processing should the Consultant configure upon Work Order completion to dispatch the next two Appointments?
A. Create an Apex Trigger.

B. Build a Workflow Rule.
C. Enable Drip feed Dispatch.
D. Configure an Auto Dispatch Scheduled Job.
Answer: C
NEW QUESTION 172

Universal Containers UC wants to ensure that technicians enter required information only once when completing work orders on the field service lightning mobile
app. The information entered by technicians need to also update the service appointment and the case that are associated to the work order.

What should consultant leverage to ensure the right data is captured from the field
service lightning mobile app?
A. Lightning component with required field to update the case, work order and service appointment
B. Quick actions on cases, work orders and service appointment with required fields
C. Quick action on the work order and flow to update the case and service appointment
D. Process builder on case to update the service appointment and work order
Answer: C
NEW QUESTION 173

Universal Containers wants to standardize creation of Work Orders. Historically, Work Orders have been set up with the incorrect skills and estimated time to
completion.
What should a Consultant utilize to meet this requirement
A. Entitlement Templates
B. Entitlements
C. Work Types
D. Work Order Record Types
Answer: C
NEW QUESTION 176

Which three objects are associated to the Work Type? Choose 3 answers
A. Service Appointments
B. Products Required
C. Resources
D. Skill Requirements
E. Articles
Answer: BDE
NEW QUESTION 181

Universal Containers has implemented a Flow that allows Technicians to replace faulty or damaged Assets directly from within the Salesforce Field Service mobile
app.
Once a replacement has been made, where can the Asset Relationships be viewed?
A. Only the Primary Assets related list on the Asset object

B. Both the Primary Assets and Related Assets related lists on the Work Order object
C. Only the Primary Assets related list on the Work Order object
D. Both the Primary Assets and Related Assets related lists on the Asset object
Answer: D
NEW QUESTION 185

A customer support agent handles an in – bound case that requires a repair of an industrial oven at a busy restaurant. The work should be assigned to a repair
technician in the area, even if the technician is currently working on another assignment. Which scheduling action should the consultant recommend to the
customer support agent?
A. Emergency
B. Appointment booking
C. Fill-in schedule
D. Get candidates
Answer: A
NEW QUESTION 186

Universal Containers is concerned about the decrease in Asset Uptime metrics. Which two actions should a Consultant recommend?
A. Establish a Preventative Maintenance program for their install base.

B. Integrate IoT data from their install base to detect asset issues.
C. Launch a feedback survey to their install base and follow up on results.
D. Review existing contracts for obsolete provisions and requirements.
Answer: AD
NEW QUESTION 190

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 Assets

B. Contacts and Service Contracts
C. Accounts and Service Contracts
D. Contracts and Assets

Answer: C
NEW QUESTION 192

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

B. Define Work Types, Define Work Order Status, Set up Resource Skills
C. Define Skills, Set up Skill Requirements, and Set up Resources Skills
D. Set up Skill Requirements, Define Work Types, Set up Routing Rules.
Answer: C
NEW QUESTION 195

To ensure that preventative maintenance work can be completed on time. Universal Containers wants to automatically generate Work Orders 14 days before the
next suggested maintenance date.
A. Define a generation horizon of 14 days.

B. Define a generation timeframe of 14 days.
C. Configure Auto-generate Work Orders to True.
D. Define a generation horizon of 20,160 minutes.
Answer: A
NEW QUESTION 200

One of the products sold by Universal Containers requires quarterly service appointments. Which feature should a Consultant use to meet this requirement?
A. Define a repeating Work Type.

B. Implement Path for Work Orders.
C. Build a Process for Service Appointments.
D. Configure a Maintenance Plan.
Answer: D
NEW QUESTION 205

Universal Containers wants to represent and track a Bill of Material (BoM). What should a Consultant recommend?
A. Use Assets and define a hierarchy.

B. Use a custom object to model the BoM.
C. Use an ERP to manage the BoM.
D. Use Products and add to an Order.
Answer: C
NEW QUESTION 210

Universal Containers has enabled Field Service Lightning and is looking to enable Entitlements for Work Orders. What should a Consultant take into
consideration?
A. Managing page layouts and milestone trackers can be done in salesforce1.

B. Creating Entitlements for Cases and Work Orders must be separated.
C. Managing page layouts and validation rules can be done in Salesforce Lightning.
D. Creating Entitlements for Work Orders requires Lightning to be enabled.
Answer: B
NEW QUESTION 211

Upon arrival for the service appointment, technician report a team of people is required to resolve the issue
How can the dispatcher ensure the required resources are assign to the issue?
A. Create a new work order and assign a crew

B. Create a new service appointment and assign to crew
C. Assign the existing service appointment to the crew
D. Assign the existing work order to crew
Answer: C
NEW QUESTION 213

Universal container needs to verify that a repair job has been completed to the customer satisfaction before an invoice can be generated
Which two items should the consultant consider? Choose 2 answers
A. Generate service in the organization's default language

B. Send a feedback survey to the customer when a service appointment is completed
C. Configure signature blocks for service report templates
D. Add service reports templates to the appropriate repair work type

Answer: BC
NEW QUESTION 216

Which object can be used to share Service Appointments with Service Resources in Salesforce Field Service?
A. User Territory
B. Service Territory Member
C. Service Territory
D. Work Order
Answer: A
NEW QUESTION 220

Which three factors should the consultant consider when recommending a routing option?
Choose 3 answers
A. Aerial routing is used if a service appointment requires a travel distance of more than 200 kilometres
B. Multiday work schedule only aerial routing.
C. Street level routing incorporates Google map api and run faster than aerial routing
D. Aerial Routing is used if a service appointment requires a travel distance of more than 100 kilometres
E. Aerial routing computes the shortest distance between two locations based on a straight-line route
Answer: BDE
NEW QUESTION 224

Universal Containers’ (UC) Technicians are required to record actual work duration against baseline estimates at the Work Order Line Item Level for certain tasks.
How can this be supported using standard fields and features?
A. Create Work Types for all tasks requiring an estimated versus baseline valu
B. Train Service Technicians to select the appropriate Work Type, and then update the “Duration” field on the Work Order Line Item.
C. Train Dispatchers to update the “Duration” field when Work Orders are create
D. Train Service Technicians to select the appropriate Work Type, and then update the “Duration” field on the Work Order Line Item.
E. Create Knowledge Articles with the baseline durations for each Produc
F. Train Service Technicians to associate the appropriate Knowledge Article, and then update the “Duration” field on the Work Order Line Item.
G. Create Work Types for all tasks requiring an estimated versus baseline valu
H. Train Service Technicians to select the appropriate Work Type, and then update the “Duration” field on the Work Order.
Answer: D
NEW QUESTION 227

Service technicians at AW Computing use the Field Service mobile application when in the field. The technicians rely on Knowledge articles to assist them with
completing assigned work.
How should the solution be configured to ensure technicians can access relevant Knowledge articles?
A. Create a quick action on the work order to search the Knowledge base.
B. Attach the relevant articles to the work order or work order line items.
C. Update the Service Appointment page layout to include the Articles related list.
D. Add the Knowledge Lightning component to the Field Service mobile app.
Answer: B
NEW QUESTION 232

A Dispatcher notices that the Crew assigned to a Service Appointment is missing a skill requirement for the appointment.
How can the Dispatcher update the Service Crew to meet those requirements?
A. Edit the Service Appointment and add a new Service Resource.

B. Update the Service Crew on the Service Appointment's Work Type.
C. Use the Crew Management tool to add Service Resources to the Crew.
D. A Create a new Service Appointment with a different Crew.
Answer: D
NEW QUESTION 237

Universal Containers performs service on field assets that require a sequence of work tasks. A Consultant has recommended Work Order Line Items to manage
the tasks and assets/parts necessary to manage the work. Which two of the following must be considered as part of this solution to ensure Work Orders are
properly completed? Choose 2 answers
A. Use of Standard Reports to view Parent and Root Work Order Lines Items within Work Orders by Customer.
B. Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to Work Order.
C. Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.
D. Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.
Answer: AD
NEW QUESTION 242

Universal containers wants to reduce field service-related costs by cutting overtime

pay and fuel expenses for internal employees when scheduling all service appointments. Which two customizations should the consultant recommend to meet this
requirement? Choose 2 answers
A. Select the new policy as the scheduling policy for the scheduled optimization job.
B. Create a custom quick action for booking appointments and candidates that use the new scheduling policy.
C. Create a new scheduling policy that includes service objectives in this order: minimize overtime, minimize travel, preferred service resource, skill level, resource
priority, asap.
D. Create a new scheduling policy that includes service objectives in this order: ASAP, Resource Priority, skill level, preferred services resource, minimize travel
minimizeovertime.
Answer: AC
NEW QUESTION 245

a customer makes one appointment for the sales department, and another appointment for the service department. The two appointments should be handled on
the same day, but should be created as separate appointments. In addition, the technician must complete one appointment before starting the next. The agent
wants to make sure these two appointments are scheduled together and in sequence.
Which three things should the consultant verify to ensure these requirements are simultaneous scheduling will occur?
Choose 3 answers
A. The same resource and same day fields appear on the service appointments page layout.
B. The complex work visual force page is added to the service appointments page layout.
C. A dependency has been created between the two appointment and the start time are the same.
D. The checkbox uses all-or-none scheduling for related appointments in field service setting is selected.
E. The dependency type is set to start after finish and day on the service appointment in the dependency.
Answer: BDE
NEW QUESTION 250

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 Workflow to close the Case when all Work Orders are closed.
B. Use Process Builder to close the Case when all Work Orders are closed.
C. Use Workflow to close the Case when the Work Order is dispatched.
D. Use Process Builder to close the Case when the Work Order is created.
Answer: B
NEW QUESTION 251

Universal Containers would like to engage Contractors and Customers directly in their Field Service Solution. Which three options will provide read, write and edit
access to Works Order objects? Choose 3 answers
A. Customer Communities Plus

B. Chatter Files Connect
C. Chatter Customer Groups
D. Partner Communities
E. Customer Communities
Answer: ADE
NEW QUESTION 255

Universal Container's Dispatchers want to visualize the planned travel route for a Technician during their shift.
Which feature should the Consultant recommend to meet the requirement?
A. Service Resource Dashboard

B. Service Appointment Reports
C. Street-level Routing
D. Aerial Routing
Answer: B
NEW QUESTION 257

Universal Containers uses a complex service model that involves scheduling multiple Service Technicians for each customer interaction (e.g., an install). How can
a Consultant ensure that a Service Technician enters the data necessary to track completed work?
A. Update the Case Feed and tag the associated Service Representative.
B. Update the Work Order Line Item and its associated parent Asset.
C. Update the Service Appointment and its associated parent record.
D. Update the Work Order and its associated parent Account.
Answer: B
NEW QUESTION 261

Universal containers wants to dispatch emergency work identified throughout the day that needs to completed before lower-priority work.
What should the consultant recommend to meet this requirement?

A. Create a custom Gantt action to call an apex class to reschedule appointments.

B. Write a batch apex class to unscheduled low priority work orders.
C. Define a global optimization job to run hourly.
D. Apply the reshuffle action within the Gantt.
Answer: D
NEW QUESTION 262

Technician often need to generate reports in customer language
Which configuration should the consultant recommend to meet the requirements?
A. Update the language of the current user

B. Update the default language of the organization
C. Add the language field to the contact page layouts
D. Add the service report language field to the work order page layout
Answer: D
NEW QUESTION 266

A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about
to expire. Which two upsell activities should the CSR consider? Choose 2 answers.
A. Open a Case and inform Customer of weekend service pricing.

B. Open a Case and send email with new Service Offerings.
C. Open a Case and a renewal Opportunity for the Sales team.
D. Open a Case and create a Work Order for the Dispatch Team.
Answer: AB
NEW QUESTION 269

Geolocation tracking is enabled for Universal Containers's Technicians but should only apply to full-time employees.
How can geolocation tracking for contractors be disabled?
A. Set the Geolocation Update Frequency field to zero for contractors.

B. Add the Exclude Technician from Geolocation Tracking permission to a permission set and assign it to contractors.
C. Uncheck the Geocoding field on the Contractor's profile.
D. A Uncheck the Collect Service Resource Geolocation History field in Field Service Mobile Settings.
Answer: B
NEW QUESTION 273

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. Use map report layers.
C. Color code using Gantt palettes.
D. Create a Gantt action to highlight.
Answer: C
NEW QUESTION 274

Universal container is evaluating a strategy for reducing the cost of service using the automated scheduling Which two approaches will contribute to this goal?
A. Reduce the travel time per work order

B. Reduce the overtime per work order
C. Reduce the number of territories
D. Reduce the work order per shift
Answer: AB
NEW QUESTION 278

Universal containers want to schedule delivery using field service lightning. Each delivery requires that an installation and safety inspection be performed by
different technicians during the same visit. The safety inspection needs to be executed after the installation is completed
How should the Consultant use complex work to meet this requirement?
A. Define start after finish and same day dependencies

B. Define a same start dependency
C. Define same resource and start dependencies
D. Define start after finish dependencies
Answer: A
NEW QUESTION 279

Universal Containers wants to schedule deliveries using Salesforce Field Service. Each delivery requires that an installation and safety inspection be performed by
different Technicians during the same day. The safety inspection needs to be executed after the installation is complete.

How should the Consultant use Complex Work to meet this requirement?
A. Define Same Resource and Same Start dependencies.

B. Define Start After Finish and Same Day dependencies.
C. Define a Start After Finish dependency.
D. Define a Same Start dependency.
Answer: B
NEW QUESTION 283

Northern Trail Outfitters wants to improve overall responsiveness to customers.
Which Dispatch technique should the Consultant implement to provide the greatest schedule flexibility?
A. Enable Drip-feed to dispatch the next appointments.

B. Shuffle daily work manually via the Gantt.
C. Leverage Resource Schedule Optimization.
D. Configure the Auto Dispatch scheduled job.
Answer: B
NEW QUESTION 284

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 Work Orders and define a hierarchy.

B. Use Orders and Order Products.
C. Use Products and Product Families.
D. Use Assets and define a hierarchy.
Answer: B
NEW QUESTION 287

universal containers want to standardize creation of work orders. Historically, work orders have been set up with the incorrect skills and estimated time to
completion.
What should a consultant utilize to meet this requirement?
A. Work order record types

B. Entitlements
C. Work types
D. Entitlement templates
Answer: C
NEW QUESTION 289

Universal Containers performs service which may require more than one task on a Work Order. A Consultant has recommended Work Order Line Items to manage
the task(s). What should be considered as part of this solution to ensure tasks are dispatched?
A. Work Order Line Items require a Case for the field technician to perform the work.
B. All Work Order Line items inherit the required Skills for the associated Asset.
C. Work Order Line Items require a Service Appointment for a field technician to perform the work.
D. Scheduled Work Order Line Items have to be completed on a daily basis or rescheduled the end of day.
Answer: C
NEW QUESTION 294

Universal containers (UC) wants to schedule work orders only if technicians have the necessary qualifications to complete the designated work
In which two ways can UC achieve this Choose 2 answers
A. Leverage the match skills work rule when scheduling appointments

B. Create skills that relate to qualifications from setup and assign them to a service resource
C. Leverage the match skills scheduling policy when scheduling appointments
D. Create skills that relate to qualifications from the skills tab end assign them to a service resource
Answer: AB
NEW QUESTION 295

A technician reported that the travel time calculated between appointments is often two short because job delays throughout the day.
Which setting should a consultant consider to improve travel time accuracy?
A. Minimum grade, default operating hour

B. Estimated travel time, minimize travel
C. Travel speed unit, actual travel time
D. Street level routing, Default travel speed
Answer: D

NEW QUESTION 296

Universal Containers’ (UC) product named “Widget 1” should always receive phone support when an issue is logged against the product. A UC customer calls
regarding an issue on “Widget 1” at their location. What should be implemented to ensure the customer’s case automatically receives remote technical support?
A. Create an Entitlement Template on the Product.

B. Create a Workflow Rule on the Case.
C. Create a Milestone on the Product.
D. Create a Visualforce Page on the Case.
Answer: C
NEW QUESTION 301

Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country. What Price Book structure is recommended?
A. Utilize a custom Price Book specific to each country.

B. Utilize the standard Price Book with pricing rules applied.
C. Utilize a custom Price Book with pricing rules applied.
D. Utilize a standard Price Book specific to each country.
Answer: A
NEW QUESTION 306

Universal containers (UC) sells shipping containers and container parts. UC wants to track each customer’s container and associated parts for Florida servicing,
sales, and reporting purposes.
Which solution should a consultant recommend to relate the parts to a customer’s container?
A. Create an asset hierarchy on the account with the container as the root asset and the parts as child assets.
B. Add the container as an asset on the account and mark the parts internal assets.
C. Add the container as a product on the account and the parts to a child product related list.
D. Create a hierarchical relationship between the parent product container and child parts products.
Answer: A
NEW QUESTION 311

Universal Containers performs multi-staged jobs, where the second job can only begin after completion of the first job. How should a Consultant recommend
implementing this process?
A. Create two Service Appointments, set the Related Service Appointment and Time Dependency.
B. Create one Service Appointment with the total duration of the two jobs and assign two Resources.
C. Create two Service Appointments and schedule them to the same Resource.
D. Create one Service Appointment and schedule it to two different Resources.
Answer: A
NEW QUESTION 312

Universal Containers provides 24/7 service support to its customers. However, their Field Service Technicians have specified working hours. Which two items
should the Consultant create? Choose 2 answers.
A. Create operating hours for the Service Appointment.

B. Create operating hours for the Service Resource.
C. Create operating hours for the Optimization Engine.
D. Create operating hours for the Service Territory.
Answer: BD
NEW QUESTION 316

Universal Containers wants to dispatch groups of Service Appointments to their Technicians. The number of Service Appointments dispatched at a time varies
among different Service Territories.
Which two settings should a Consultant enable to ensure Service Appointments are dispatched correctly? Choose 2 answers
A. Set the Service Appointment to Dispatch in Field Service Settings.

B. Enable Drip Feed Dispatching in Field Service Settings.
C. Set the Number of Services to Drip Feed on the Service Territory.
D. Enable Sharing of Dispatched Service Appointments.
Answer: BC
NEW QUESTION 320

universal container UC want to track the asset lifecycle when equipment has been snapped out
What should a consultant recommend to meet this requirement?
A. Add the field history tracking related list to the assets page and configure the asset relationships object
B. Add the related asset related list to the asset page and configure the product request object
C. Add the related asset related list to the asset page and configure the assetrelationships object
D. Add the field history tracking related list to the asset page and configure the product request object
Answer:

NEW QUESTION 325

Universal containers products need to be traceable form the factory to customer sites. The products are installed using disposable kits.
How should the consultant configure this?
A. Create the products and the installation kits as unsterilized inventory.

B. Create the products and the installation kits as serialized inventory.
C. Creak the products as serialized inventory and the installation kits as unsterilized inventory.
D. Create the products and the installation kits as a single serialized product.
Answer: C
NEW QUESTION 330

Universal Containers would like to provide Field Service Technicians the ability to capture details and customer approval on completed work so that the details can
be compiled and sent to the customer electronically. What should a Consultant recommend to meet this requirement?
A. Create a Process Builder to generate a report.

B. Create a custom report.
C. Use the standard Service Report
D. Use the standard Work Order email template.
Answer: C
NEW QUESTION 331

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100% Valid and Newest Version Field-Service-Lightning-Consultant Questions & Answers shared by Certleader

https://www.certleader.com/Field-Service-Lightning-Consultant-dumps.html (280 Q&As)

Salesforce Certified Field Service Lightning Consultant (SP19)

The Leader of IT Certification visit - https://www.certleader.com

A. Create a new Service Appointment for each site visit.

A. Google Traffic Data

A. Create the individual Technicians as Service Crew Members.

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A. Service Objectives and Work Types

A. Add each Asset to a separate Work Order Line Ite

A. Products Required for Service Resources

A. Add the resources as a required resource on the contact

The Leader of IT Certification visit - https://www.certleader.com

A. Select Sort by Average Utilization on the Resources Tab.

A. 100 contractors100 contractors

A. Three Service Territories with fewer than 50 resources

A. Configure a new Service Level for immediate assignment.

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A. A new entitlement process requires selecting entitlement process type.

A. Add the Work Order Quick Action on the Case.

A. A Service Appointment can be shared by clicking Sharing on the record.

The Leader of IT Certification visit - https://www.certleader.com

A. Capture signature, update record, sync device, deliver Service Report.

A. Support service processes with custom Lightning Components

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A. Create a recurring Service Appointment

A. assigned resources, owner of service appointment and members of service territory

A. Create CSS in the Dispatcher’s Console.

A. Set the individual technicians as capacity-based service resources.

NEW QUESTION 100

A. Relate the Time Sheet to the Service Appointment.

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NEW QUESTION 102

A. Build a Flow on the Service Appointment record.

NEW QUESTION 103

A. Leverage the Match Skills Scheduling Policy when scheduling appointments.

NEW QUESTION 104

A. Creating milestones for work orders requires an entitlement for case.

NEW QUESTION 108

A. Utilize lifecycle Object tracking on Assets.

NEW QUESTION 110

NEW QUESTION 112

NEW QUESTION 115

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A. Define “cannot complete” as a pinned status for auto-dispatch services.

NEW QUESTION 118

A. Select date resolution on the hours tab.

NEW QUESTION 119

A. Work Order Line Items

NEW QUESTION 123

A. Assign Contractor 2 as an excluded Resource.

NEW QUESTION 127

A. Salesforce browser-based applications

NEW QUESTION 131

NEW QUESTION 133

A. The appointment status is going from Scheduled to Completed.

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NEW QUESTION 134

A. Attach a picture of the credit card