[Mar-2024] Field-Service-Consultant Pre-Exam Practice Tests | Exam Questions and Answers for Field Service Lightning program Study Guide
Salesforce Certified Field Service Consultant Certification Sample Questions
Salesforce Field-Service-Consultant Exam is designed for professionals who have expertise in the field service industry and are looking to validate their skills and knowledge of the Salesforce platform. Salesforce Certified Field Service Consultant certification is for individuals who work as consultants, architects, analysts, or managers in the field service industry and are responsible for designing, configuring, and implementing Salesforce Field Service solutions for their clients. Field-Service-Consultant exam tests the candidate's understanding of the Salesforce Field Service product suite, including features such as service territories, work orders, scheduling, and resource management.
NEW QUESTION # 51
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 Item. Create a Service Appointment for the Work Order.
- B. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for each Line Item.
- C. Add each Asset to a separate child Work Order. Create a Service Appointment for the parent Work Order.
- D. Add each Asset to a separate Work Order. Create a Service Appointment for each Work Order.
Answer: B,D
Explanation:
Explanation
Work Orders are records that track customer requests for service such as repairs or maintenance[47]. Work Order Line Items are records that track specific tasks or products related to a work order[48]. Service Appointments are records that track the date, time, duration, and assigned resource for a work order or work order line item[49]. Adding each Asset to a separate Work Order Line Item or a separate Work Order would allow handling the service associated with each container independently by creating different records for different containers. Creating a Service Appointment for each Line Item or each Work Order would allow scheduling and dispatching the service associated with each container independently by assigning different resources and time slots for different containers. Adding each Asset to a separate child Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. Creating a Service Appointment for the parent Work Order would not allow handling the service associated with each container independently by assigning one resource and time slot for all containers. References:
https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5
NEW QUESTION # 52
one of the universal container customers allow maintenance only between 12:00 noon to 1:00 pm On which object should a consultant set operating Hours to meet this requirement?
- A. Service territory number
- B. Service appointment
- C. Service territories
- D. Account
Answer: D
NEW QUESTION # 53
Universal Containers requires trained inspectors to make three site visits per year to inspect containers at customer sites. These visits must be created 14 days before the next suggested inspection date.
What are two ways 3 Consultant can configure Maintenance Plans to meet the requirement?
Choose 2 answers
- A. Associate 2 Work Type called Site Visit to a Maintenance Plan
- B. Associate a Required Skill called Site Visit to a Maintenance Plan.
- C. Auto-generate Work Orders with a 14 day Generation Horizon.
- D. Aute-generate Work Orders with a 14 daya Generation Timeframe.
Answer: A,C
NEW QUESTION # 54
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 new Service Appointment record.
- B. Define a Visualforce page that creates a new Work Order record.
- C. Define a Quick Action that creates a new Service Appointment record.
- D. Define a Quick Action that creates a new Work Order record.
Answer: D
Explanation:
Explanation
Soft Boundaries and Customer First are two default scheduling policies that meet the requirement of committing preferred resources to accounts and providing prompt service. Soft Boundaries prioritize resources that are assigned to the same account or service territory as the service appointment. Customer First prioritize resources that have the highest customer satisfaction rating.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_scheduling_policies.htm&type=5
NEW QUESTION # 55
To prepare for an upgrade, a mobile technician creates a product request for three circuit boards to be sent from the main warehouse to the customer site. The completed job needs two of the boards.
Which two Field Service tools should the technician use to return the unused circuit board to the warehouse?
Choose 2 answers
- A. Product Transfer
- B. Return Order
- C. Product Receipt
- D. Work Order
Answer: B,C
NEW QUESTION # 56
Universal containers (UC) wants to deploy knowledge to its field team.
How should UC ensure its technicians can access knowledge articles offline?
- A. Write a workflow that associates articles to work orders based on a picklist on the work order.
- B. Use the salesforce Mobile App with deep linking to the field service lightning Mobile App.
- C. Create a custom Mobile App that syncs articles based on service appointment assignments.
- D. Use work types to assign associated articles to work order.
Answer: D
Explanation:
Explanation
Work types can be used to assign associated articles to work orders, which can be accessed offline by technicians using the Field Service Mobile App. The Salesforce Mobile App does not have deep linking to the Field Service Mobile App. Creating a custom Mobile App that syncs articles based on service appointment assignments is not necessary and would require additional development and maintenance. Writing a workflow that associates articles to work orders based on a picklist on the work order is not recommended and would not ensure offline access. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_overview.htm&type=5
NEW QUESTION # 57
A customer is creating a re-engagement campaign. The campaign only targets subscribers who have had emails fall at send time due to held status within the last 60 days. The goal Is to send an SMS to the subscribers asking them if they want to update their email address.
What should a consultant recommend to meet the criteria?
- A. Use SQL Query and File Transfer activities from Automation Studio to inject the subscribers Into an API Event used as an Entry Source by Journey Builder.
- B. Use Tracking Extract, File Transfer, and Import activities from Automation Studio to inject the subscribers into a data extension used as an Entry Source by Journey Builder.
- C. Use SQL Query and Import activities from Automation Studio to inject the subscribers into a data extension used as an Entry Source by Journey Builder.
- D. Use Data Extension Extract and Import activities from Automation Studio to Inject the subscriber Into a CloudPage used as an Entry Source by Journey Builder.
Answer: B
NEW QUESTION # 58
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. Deselect Working Location Enable Primary on the Working Territories Work Rule.
- B. Remove the Match Territory Work Rule.
- C. Select Working Location Enable Primary on the Working Territories Work Rule.
- D. Include the Match Territory Work Rule.
Answer: B,C
NEW QUESTION # 59
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 Resource and give them 24-hour availability for the next three weeks.
- B. Create a Capacity-based Resource and delete that Resource after 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 # 60
Technicians often need to generate a report in the customer's language.
Which configuration should the Consultant recommend to meet the requirement?
- A. Update the Default Language of the Organization.
- B. Update the Language of the current User.
- C. Add the Service Report Language field to the Work Order Page Layout.
- D. Add the Language field to the Contact Page Layout.
Answer: C
NEW QUESTION # 61
In the dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? Choose 3 answers
- A. Service Appointment Dependencies
- B. Google Traffic Data
- C. Resource's Home Base
- D. Resource's Travel Speed
- E. Service Appointments
Answer: B,C,E
NEW QUESTION # 62
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 Service Appointment for a field technician to perform the work.
- B. Scheduled Work Order Line Items have to be completed on a daily basis or rescheduled the end of day.
- C. All Work Order Line items inherit the required Skills for the associated Asset.
- D. Work Order Line Items require a Case for the field technician to perform the work.
Answer: A
NEW QUESTION # 63
northern trail outfitters (NTO) wants to improve costume satisfaction by setting expectations around upcoming appointments.
When designing the costume service representative's user interface, in most cases which tow fields should be shared with the costumer about an upcoming appointment?
Choose 2 answers
- A. scheduled end
- B. arrival window end
- C. scheduled start
- D. arrival window starts
Answer: C,D
NEW QUESTION # 64
Universal containers want technicians to view work progress through the work order line-item card in the field service lightning mobile app.
Which configuration steps should a consultant take to meet this requirement?
- A. add the work order line items related list of the work order page layout and assign the layout to the technician 's profile.
- B. create a custom lightning component that displays work order progress and deploy it to technicians through the field lightning mobile app.
- C. create a custom visual force page and add an external link in the field service lightning mobile app to view the page in the mobile browser.
- D. create a report chart that summarizes work order line items and add a link to the service appointment layout.
Answer: B
Explanation:
Explanation
A custom lightning component that displays work order progress can be created using Lightning Web Components or Aura Components and deployed to technicians through the Field Service Mobile App using Mobile App Extensions. Adding the work order line items related list to the work order page layout would not show the work progress on the work order line-item card in the Field Service Mobile App. Creating a custom visual force page or a report chart would not be compatible with the Field Service Mobile App user interface.
References: https://developer.salesforce.com/docs/component-library/documentation/en/lwc
https://developer.salesforce.com/docs/atlas.en-us.lightning.meta/lightning/
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_extensions.htm&type=5
NEW QUESTION # 65
Some Technicians report that they are unable to log in to the Salesforce Field Service mobile app. The Consultant confirmed that the Technicians have the Salesforce Field Service Resource License and Salesforce Field Service Resource Permissions assigned to them.
How should a Consultant provide access to the Salesforce Field Service mobile app?
- A. Modify the user record.
- B. Modify the user's Profile.
- C. Update Public Group membership.
- D. Assign a Field Service Mobile License to the user.
Answer: D
NEW QUESTION # 66
A Field Technician from Universal Containers arrived onsite for an appointment, and unfortunately the customer was not present. UC wants to ensure they can track these customer no-show events for future process improvement.
What process should a Consultant recommend to handle this situation?
- A. Set the existing Service Appointment status to Complete; Create a new Work Order and Service Appointment for the follow-up trip.
- B. Set the existing Service Appointment status to In Progress; Create a new Work Order and Service Appointment for the follow-up trip.
- C. Set the existing Service Appointment status to Cannot Complete; Create a new Service Appointment against the same Work Order for the follow-up trip.
- D. Set the existing Service Appointment status to Cannot Complete; Create a new Work Order Line Item for the follow-up trip.
Answer: C
NEW QUESTION # 67
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. Uncheck the Geocoding field on the Contractor's profile.
- C. Add the Exclude Technician from Geolocation Tracking permission to a permission set and assign it to contractors.
- D. A Uncheck the Collect Service Resource Geolocation History field in Field Service Mobile Settings.
Answer: C
NEW QUESTION # 68
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 number of territories
- B. Reduce the work order per shift
- C. Reduce the travel time per work order
- D. Reduce the overtime per work order
Answer: C,D
NEW QUESTION # 69
Universal Containers (UC) is using Field Service and has customer meetings at UC's offices. When booking meetings, they would like them to begin on hour, every hour, between 9am-5pm. How can this be achieved?
- A. Use Multiple Operating Hours with Slots for each hour.
- B. Use Territory-specific Operating Hours.
- C. Use Customer Operating Hours.
- D. Use Exact Appointments on the Work Types.
Answer: B
NEW QUESTION # 70
A mobile technician uses parts present in their van to complete an on-site customer installation. The technician has marked the service appointment and work order as completed. They want to record the parts used in completing the job and adjust their van stock.
Where should the technician record this information?
- A. The Product Request Line Item associated with the Product
- B. The Products Consumed section on the Work Order
- C. The Work Order Line Item associated with the completed Work Order
- D. The Product Item Transactions Related List on the Product Item
Answer: B
Explanation:
Explanation
The Products Consumed section on the Work Order allows the technician to record the products used and adjust the inventory levels of their van stock. The Product Item Transactions Related List on the Product Item shows the history of product movements, but does not allow recording new transactions. The Work Order Line Item associated with the completed Work Order shows the products required, but not the products used. The Product Request Line Item associated with the Product shows the products requested, but not the products consumed. References: https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_product_item_transactions.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_product_request_line_items.htm&type=5
NEW QUESTION # 71
Universal Containers wants to allow Field Technicians to view work progress through the Work Order Line Item card in the Field Service mobile app. How can this be supported?
- A. Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician's profile.
- B. Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.
- C. Create a custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.
- D. Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through salesforce1.
Answer: A
NEW QUESTION # 72
Universal Containers has implemented a Knowledge solution to provide Field Technicians with information necessary to complete assigned work. Which two capabilities will now be available?
- A. Attach Knowledge Articles to Work Order Line Items Only.
- B. Attach Articles to Work Orders and Work Order Line Items.
- C. Manage Attached Articles and Search the Knowledge Base.
- D. Include Quick Actions and Global Actions in Attached Articles.
Answer: B,C
NEW QUESTION # 73
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