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Field-Service-Consultant Sample Questions Answers

Questions 4

Universal Containers (UC) provides services to multiple machines installed at customer sites. Each machine has different issues that need to be fixed. UC wants to track progress, different parts used, and time spent on each machine when dispatching a Technician.

How should the Consultant meet these requirements?

Options:

A.

Each Asset will have a Service Appointment that will represent the work needed for each machine.

B.

Work Orders will have multiple Work Order Line Items. Each Work Order Line Item will be linked to the Asset and have a Service Appointment.

C.

Work Orders will have multiple Service Appointments. Each Service Appointment will be linked to the Asset.

D.

Each Account will have a Service Appointment that will represent the work to be done at the customer site.

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Questions 5

AW Computing technicians use the field service mobile application exclusively since they are always in the field. Due to frequent schedule changes, the technician should only see one job at a time on the app.

How should the field service administrator ensure this requirement is met?

Options:

A.

Instruct the dispatcher to only dispatch one work order to each technician at a time.

B.

Set Send Appointment Notifications on Dispatch in the mobile settings to one.

C.

Enable drip feed to dispatch one service appointment per technician at a time.

D.

Set up auto dispatch to dispatch one work order for each technician at a time

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Questions 6

Universal Containers wants to 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 two.)

Options:

A.

Products Required for Work Orders

B.

Products Required for Service Appointments

C.

Products Required for Work Order Line Items

D.

Products Required for Service Resources

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Questions 7

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

Options:

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.

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Questions 8

Universal Containers plans to implement Crew Management to better support its clients.

Which area does the Consultant need to consider as part of the recommendation?

Options:

A.

The Preferred Resource service objective is ignored for active Crew Members.

B.

Capacity-based scheduling is supported for Service Crews.

C.

A service resource can only be 2 member of 2 single Crew

D.

Salesforce Field Service considers the Recommended Crew Size when assigning appointments.

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Questions 9

universal container requires trained inspectors to make 3 site visits per year to inspect the container customers' sites. These visits must be scheduled within 14 days of inspection due date.

What are two ways a Consultant can configure maintenance plans to meet the requirements?

Choose 2 answers

Options:

A.

Auto generate work order with a 14 days generation horizon

B.

Associate work type called site to maintenance plan

C.

Associate a required skill call site visits to maintain plans

D.

Auto generate work order with 14-day generation time frame

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Questions 10

Northern Trail Outfitters is adding Field Service Schedule Optimization to its Field Service implementation.

Which licensing will be required for the Field Service Schedule Optimization user?

Options:

A.

Resource License

B.

Salesforce License

C.

Dispatcher License

D.

Scheduling License

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Questions 11

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

Options:

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

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Questions 12

Universal Containers (UC) has enabled Salesforce Field

Service 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?

Options:

A.

Create Permission Sets and assign the Salesforce Field Service Scheduling and Mobile Permission Sets to the Resource profile.

B.

Create Permission Sets and assign the Salesforce Field Service Admin Permission Set to Service Resources.

C.

Create Permission Sets and assign the Salesforce Field Service Mobile Permission Set to Service Resources.

D.

Create Permission Sets and assign the Salesforce Field Service Resource Permission Set and Scheduling license to each Technician.

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Questions 13

Northern Trail Outfitters wants to improve overall responsiveness to customers.

Which Dispatch technique should the Consultant implement to provide the greatest schedule flexibility?

Options:

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.

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Questions 14

Universal Containers has customers who have previously negotiated pricing on some products.

Which Price Book structure should a Consultant recommend when considering the implications of pricing on Work Orders?

Options:

A.

Create customer-specific Price Books and add all products as Price Book Entries.

B.

Utilize a custom Global Price Book and add price-negotiated products as Price Book Entries.

C.

Create customer-specific Price Books and add only price-negotiated products as Price Book Entries.

D.

Utilize a custom Global Price Book and add all products as Price Book Entries.

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Questions 15

Service resources at universal container UC frequently work in more than one

service territory the current scheduling policy looks only at primary territory while us

still want to optimizer to use the service resource primary when scheduling, UC also

wants the scheduling policy to look at the resources secondary services territory

Which two scheduling policy changes should a consultant recommend?

Choose 2 answers

Options:

A.

Includes the match territory work rule

B.

Remove the match territory work rule

C.

Select working location enable primary on the working territories work rule

D.

Deselect working location primary on the working territories work rule

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Questions 16

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.

How should the Consultant meet this requirement?

Options:

A.

Add Products to the Products Required Related List on the Asset object.

B.

Add Products to the Work Order Products Related List on the Asset object.

C.

Add Products to the Products Required Related List on the Work Type object.

D.

Add Products to the Work Order Products Related List on the Work Type object.

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Questions 17

Each door lock that Universal Containers (UC) sells has a unique 20 digit code. The code represents the manufacturer, production run, and production number.

UC needs to track each lock. In addition to the installed locks, all Technicians carry five replacement units in their van stock,

How should UC track the van stock door locks?

Options:

A.

Create a product item and enter the serial numbers in the related list.

B.

Create a product item with all the serial numbers in the notes section.

C.

Create a product item for each door lock utilizing standard fields.

D.

Create a product item and enter the Technicians’ lock quantity.

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Questions 18

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?

Options:

A.

Build a Workflow Rule.

B.

Create an Apex Trigger.

C.

Enable Drip feed Dispatch.

D.

Configure an Auto Dispatch Scheduled Job.

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Questions 19

Universal Containers plans to implement Crew Management to better support its clients. Which area does the Consultant need to consider as part of the recommendation?

Options:

A.

A service resource can only be a member of a single Crew.

B.

Capacity-based scheduling is supported for Service Crews.

C.

The Preferred Resource service objective is ignored for active Crew Members.

D.

Salesforce Field Service considers the Recommended Crew Size when assigning appointments.

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Questions 20

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'

Options:

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.

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Questions 21

Universal Containers currently tracks its customers' entitlements to support utilizing Salesforce Service Cloud. Service calls that require a Technician to go to the customer's location require the creation of a Work Order. Once the Agent confirms that the customer and product are eligible for on-site support, a Work Order is manually created.

On which object should the Consultant define a Quick Action to create the Work Order?

Options:

A.

Entitlement

B.

Opportunity

C.

Case

D.

Contact

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Questions 22

Universal Containers provides maintenance and emergency services to its customers. Sending Technicians

to emergency calls during the day causes long travel times and reduces the number of appointments that a

Technician can complete.

Which feature should the Consultant use to reduce travel time and increase Technician productivity?

Options:

A.

Reschedule Appointment

B.

Fill-in Schedule

C.

Resource Schedule Optimization

D.

Fix Overlaps

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Questions 23

A Dispatcher notices that the Crew assigned to a Service Appointment is missing a skill for the work assigned.

How can the Dispatcher update the Service Crew to meet those requirements?

Options:

A.

Create a new Service Appointment with a different Crew.

B.

Edit the Service Appointment and add a néew Service Resource.

C.

Update the Service Crew on the Service Appointment’s Work Type.

D.

Use the Crew Management tool to add Service Resources to the Crew.

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Questions 24

Universal Containers wants to dispatch emergency work identified throughout the day that needs to be completed

before lower-priority work.

What should the Consultant recommend to meet this requirement?

Options:

A.

Apply the Reshuffle action within the Gantt.

B.

Define a Global Optimization job to run hourly.

C.

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

D.

Write a batch Apex class to unschedule low priority work orders.

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Questions 25

An employee at Universal Containers performs the role of a Dispatcher and a Technician.

How should a Consultant configure Salesforce Field Service to support this behavior?

Options:

A.

Create one Service Resource and assign the relevant Permission Set Licenses. pee

B.

Create two Service Resources and assign them to the employee. &

C.

Create one Service Resource and assign the Technician and Dispatcher role.

D.

Create two Skills records and assign them to the Service Resource record.

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Questions 26

How should a Consultant configure Salesforce Field Service to ensure agents and dispatchers can quickly create Work Orders with the appropriate materials?

Options:

A.

Create Work Types with Work Order Line Items.

B.

Create Work Types with Products Consumed.

C.

Create Work Types and Locations.

D.

Create Work Types with Products Required.

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Questions 27

The service director at Ursa Major Solar would like to understand the effect that service objectives have on the assignment of service appointments to service resources.

Where can the director view service objective scores for potential appointment time slots?

Options:

A.

Bulk dispatch action

B.

Book appointment action

C.

Candidates action

D.

Dispatch console

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Questions 28

Universal Containers (UC) schedules jobs that require multiple steps when on-site. UC wants to add a new status to the existing status flow.

Which two configurations should the Consultant set up to meet this requirement?

Choose ? answers

Options:

A.

Add the Status Transitions to the Technicians’ Profile.

B.

Add new Status to the Service Appointment.

C.

Add new status to Status Transitions.

D.

Add new Status to the Case.

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Questions 29

One of the products sold by Universal Containers requires quarterly service appointments.

Which feature should a Consultant use to meet this requirement?

Options:

A.

Define a repeating Work Type.

B.

Implement Path for Work Orders.

C.

Build a Process for Service Appointments.

D.

Configure a Maintenance Plan.

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Questions 30

At Universal Containers, the Service Territory member's time zone is one hour behind the Service Territory time zone.

How should the Consultant ensure proper scheduling and optimization for the member?

Options:

A.

Add one hour to the start and end times on the Service Territory.

B.

Change the time zone on the Service Territory Member's user record to match the Service Territory's time zone.

C.

Add one hour to the start and end times on the Service Territory Member's Operating Hours.

D.

Subtract one hour from the start and end times on the Service Territory.

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Questions 31

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?

Options:

A.

Create a recurring Service Appointment.

B.

Use the Resource Availability Rule.

C.

Use appropriate Resource Operating Hours.

D.

Create Resource Absences every day.

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Questions 32

Universal Containers Technicians frequently need to request more parts from another inventory location when

stock runs low.

How can Universal Container Technicians achieve this for each product requested?

Options:

A.

Create a Shipment and a Product request line item.

B.

Create a Product Consumed and a Produc request line item.

C.

Create a Product Request and a Product request line item.

D.

Create a Work Order Line Item and a Product request line item.

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Questions 33

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

Options:

A.

Inventory

B.

Warehouse Locations

C.

Products Consumed

D.

Products Required

E.

Mobile Locations

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Questions 34

Time sheet entries can be associated to which two objects? Choose 2 answer

Options:

A.

Work order line item

B.

assigned resources

C.

Service resource

D.

Work order

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Questions 35

TION NO: 41

Universal Containers offers 2-hour versus 4-hour appointment booking windows for Gold versus Standard Customers. What should a Consultant recommend to offer appropriate appointment booking windows?

Options:

A.

Service Due Date

B.

Customer Working Hours

C.

Customer Entitlement

D.

Service Urgency

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Questions 36

Universal Containers wants to ensure Technicians have the correct equipment before arriving at a Job site.

Which two considerations should the Consultant take into account when configuring Salesforce Field Service?

Choose 2 answers

Options:

A.

Quantity and Unit of Measure are required when adding a Required Product.

B.

Validation Rules and Triggers created on the Work Order and Work Order Line Item objects are automatically recreated for Work Types.

C.

Required Products must be added to both the Work Order and all Work Order Line Items.

D.

Work Types can be configured to include Required Products on Work Orders and Work Order Line Items.

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Questions 37

Universal Containers (UC) wants to ensure that Technicians enter required information only once when completing Work Orders on the Salesforce Field Service

mobile app. The information entered by Technicians needs to also update the Service Appointment and the Case that are associated to the Work Order.

What should a Consultant leverage to ensure the right data is captured fram the Salesforce Field Service mobile app?

Options:

A.

Quick Actions that launcha Flaw on Cases, Work Orders and Service Appointments with required fields.

B.

Process Builder on Case to update the Service Appointment and Work Order.

C.

oO Quick Action on the Work Order that launches a Flow to update the Work Order, Case, and Service Appointment.

D.

Lightning Component with required fields to update the Case, Work Order and Service Appointment.

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Questions 38

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?

Options:

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.

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Questions 39

Northern Trail Outfitters wants to report on its Assets and reflect their attributes including hierarchical relationships.

How should the Consultant meet this requirement?

Options:

A.

Use the Assets without Products report.

B.

Use standard reports and reference the Parent Asset and Root Asset fields.

C.

Create custom reports and reference the Parent Asset and Root Asset fields.

D.

Enable and customize the View Asset Hierarchy action.

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Questions 40

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?

Options:

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.

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Questions 41

universal containers wants to report on the volume of products installed within a

specific timeframe.

Which solution should the consultant utilize to meet the requirement?

Options:

A.

A work order related list on asset

B.

A custom installation date field on products consumed

C.

Field history tracking on asset

D.

The standard installation date field on asset

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Questions 42

Universal Containers has a call center that responds to requests from customers and schedules time for Field Service Engineers (FSEs) to perform work on assets owned by the client. Call Center Agents are responsible for booking appointments.

Which permission set license should be assigned to the Call Center Agents?

Options:

A.

FSL Resource License

B.

FSL Admin License

C.

FSL Agent License

D.

FSL Dispatcher License

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Questions 43

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?

Options:

A.

work types

B.

work order

C.

service appointment

D.

service report

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Questions 44

Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers

Options:

A.

Color Palettes

B.

Gantt

C.

Gantt Map

D.

Appointment List

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Questions 45

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

Gantt?

Options:

A.

Use Map Report Layers.

B.

Color code using Gantt Palettes.

C.

Create a Gantt Action to highlight.

D.

Add the relevant field to the Field Set.

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Questions 46

When completing a Work Order in the field, the Technician needs to capture two signatures to ensure compliance.

Which steps are needed to configure the signature capture?

Options:

A.

Create a Flow that adds two Signature Blocks when the Service Report is generated,

B.

Create relevant Signature Types and add Signature Blocks to the Service Report Template.

C.

Create two custom fields for the Service Appointment and use Flows to capture each signature.

D.

Create two Service Reports and add one Signature Block to each Report.

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Questions 47

An inventory manager at Universal Containers wants to better understand the distribution of a critical and expensive part across all inventory locations as the part is reused and restocked.

What should the Consultant leverage to meet this requirement?

Options:

A.

Maintenance Plan

B.

Product Item

C.

Entitlement Plan

D.

Assets

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Questions 48

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?

Options:

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.

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Exam Code: Field-Service-Consultant
Exam Name: Salesforce Certified Field Service Consultant (SP24)
Last Update: Jun 20, 2024
Questions: 163
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