Salesforce FIELD-SERVICE-CONSULTANT Online Practice Questions and Exam Preparation

Salesforce FIELD-SERVICE-CONSULTANT Online Questions & Answers

• Question 1:

  Universal Containers needs to send Technicians into the field to service containers. It takes two Technicians with specialized skills to complete the work at the same time. How should a Consultant implement this requirement?

  A. Create a crew with two Technicians.
  B. Create a work rule with two required skills.
  C. Create a single Service Appointment.
  D. Create two Service Crews.
  A. Create a crew with two Technicians.

• Question 2:

  Ursa Major Solar tracks installed products using the Salesforce Asset object. Each individual solar panel is treated separately. To save money on service calls, many times customers will wait to have a technician come onsite until there are multiple panels that need servicing.

  How should the call out for multiple panels be treated in Salesforce?

  A. Create a work order for each installed product and a work order dependency to assign to the same resource.
  B. Create a work order hierarchy with each installed product as a child work order.
  C. Create a work order with a work order line item for each installed product.
  D. Create an asset hierarchy with each installed product as a child asset in the hierarchy.
  C. Create a work order with a work order line item for each installed product.

• Question 3:

  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?

  A. Entitlement
  B. Opportunity
  C. Case
  D. Contact
  C. Case

• Question 4:

  AW Computing groups its technicians based on seniority. The newest techs comprise Tier 1, move to Tier 2 after a year on the job, and get assigned to Tier 3 after 3 years on the job. Resources with more seniority should be considered for a job over resources with less seniority.

  How should the field service administrator ensure this corporate policy is enforced considering the Customer First scheduling policy is utilized consistently except in emergency situations?

  A. Create a custom number field to capture the tier number on the service resource.
  B. Create a queue for each tier group within each territory on the Service Appointment object.
  C. Use the Priority field on the service resource assigning Tier 3 techs the lowest number and Tier1 techs with the highest number.
  D. Make a relevance group on the work rule to filter based on the tier number and add the rule to the policy.
  D. Make a relevance group on the work rule to filter based on the tier number and add the rule to the policy.

• Question 5:

  Which three factors should a Consultant consider when configuring routing? Choose 3 answers

  A. Configure Schedule Policy by modifying Work Rules and Service Objectives.
  B. Configure the Resource Availability Work Rule to calculate travel at the expense of the resource and breaks.
  C. Default Travel Speed is used only if a different travel speed is null on the resource.
  D. A straight line is used to compute the shortest distance between two locations if Street Level Routing is enabled.
  E. Set Auto Schedule to True upon creation of the Service Appointment.
  A. Configure Schedule Policy by modifying Work Rules and Service Objectives.
  B. Configure the Resource Availability Work Rule to calculate travel at the expense of the resource and breaks.
  C. Default Travel Speed is used only if a different travel speed is null on the resource.

• Question 6:

  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?

  A. Bulk dispatch action
  B. Book appointment action
  C. Candidates action
  D. Dispatch console
  B. Book appointment action

• Question 7:

  Universal Containers wants their Technicians to create an additional visit to complete unfinished work within the Salesforce Field Service mobile application. Which approach should a Consultant recommend to meet the requirement?

  A. Define a Visualforce page that creates a newService Appointment record.
  B. Define a Quick Action that creates a new Work Order record.
  C. Define a Quick Action that creates a new Service Appointment record.
  D. Define a Visualforce page that creates a new Work Order record.
  B. Define a Quick Action that creates a new Work Order record.

• Question 8:

  Service resources at Universal Containers (UC) frequently work in more than one service territory.

  The current scheduling policy looks only at primary territory. While UC still wants the optimizer to use the service resource's primary territory when scheduling, UC also wants the scheduling policy to look at the resource's secondary service

  territories.

  Which two scheduling policy changes should a Consultant recommend?

  Choose 2 answers

  A. Select Working Location Enable Primary on the Working Territories Work Rule:
  B. Remove the Match Territory Work Rule.
  C. Include the Match Territory Work Rule.
  D. Deselect Working Location Enable Primary on the Working Territories Work Rule.
  A. Select Working Location Enable Primary on the Working Territories Work Rule:
  C. Include the Match Territory Work Rule.

• Question 9:

  AW Computing technicians handle different kinds of jobs, many of which involve installing or replacing parts. Having the appropriate inventory is critical to completing the jobs on time. How should field service be configured to ensure the parts required for a job are listed correctly on the work order?

  A. Ensure the product items are available in inventory.
  B. Include the required products in the work type.
  C. Add the product fields to the work order layout.
  D. Create a flow to add the products to the work order.
  C. Add the product fields to the work order layout.

• Question 10:

  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?

  A. Instruct the dispatcher to only dispatch one work order toeach 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
  C. Enable drip feed to dispatch one service appointment per technician at a time.