Field Service Consultant Practice Exam — Salesforce Certification

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Question 1

Manage Assets

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 two.)

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. Create a Service Appointment for each Work Order.
C Add each Asset to a separate Work Order Line Item. Create a Service Appointment for each Line Item.
D Add each Asset to a separate child Work Order. Create a Service Appointment for the parent Work Order.

Question 2

Manage Scheduling and Optimization

Question 3

Manage Scheduling and Optimization

Question 4

Configure Mobility

Question 5

Manage Scheduling and Optimization

Question 6

Manage Scheduling and Optimization

Question 7

Configure Mobility

Question 8

Manage Inventory

Question 9

Manage Inventory

Question 10

Configure Mobility

Question 11

Manage Work Order

Question 12

Manage Scheduling and Optimization

Question 13

Manage Work Order

Question 14

Manage Scheduling and Optimization

Question 15

Configure Mobility

Question 16

Configure Mobility

Question 17

Manage Scheduling and Optimization

Question 18

Manage Work Order

Question 19

Manage Inventory

Question 20

Manage Scheduling and Optimization

Question 21

Manage Work Order

Question 22

Manage Scheduling and Optimization

Question 23

Manage Work Order

Question 24

Manage Scheduling and Optimization

Question 25

Manage Scheduling and Optimization

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The field service administrator at Ursa Major Solar updates the skills required on the most common work types to adapt to the increasing complexity of Jobs. This change has led to many service appointments to be in violation. There is a global optimization job set up to run nightly that has been working correctly up until this point. The administrator needs to understand why the jobs are still scheduled to resources that lack the appropriate skill level.
What are two reasons appointments remaining in violation and are not reassigned? (Choose two.)

A Global optimization doesn’t reschedule appointments that have rule violations.
B There are no service resources available with the required skill levels.
C The optimizer uses a scheduling policy different from what is used on the dispatch console.
D The territory of the resources was not included in the global optimization request.

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

A Implement Path for Work Orders.
B Configure a Maintenance Plan.
C Define a repeating Work Type.
D Build a Process for Service Appointments.

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 Salesforce Field Service mobile app.
B Write a Workflow that associates Articles to Work Orders based on a picklist on the Work Order.
C Use Work Types to assign associated Articles to Work Orders.
D Create a custom mobile app that syncs articles based on Service Appointment assignments.

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 two.)

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

Question 6

Manage Scheduling and Optimization

Question 7

Configure Mobility

Question 8

Manage Inventory

Question 9

Manage Inventory

Question 10

Configure Mobility

Question 11

Manage Work Order

Question 12

Manage Scheduling and Optimization

Question 13

Manage Work Order

Question 14

Manage Scheduling and Optimization

Question 15

Configure Mobility

Question 16

Configure Mobility

Question 17

Manage Scheduling and Optimization

Question 18

Manage Work Order

Question 19

Manage Inventory

Question 20

Manage Scheduling and Optimization

Question 21

Manage Work Order

Question 22

Manage Scheduling and Optimization

Question 23

Manage Work Order

Question 24

Manage Scheduling and Optimization

Question 25

Manage Scheduling and Optimization

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 two.)

A Arrival Window End
B Scheduled End
C Arrival Window Start
D Scheduled Start

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?

A The Preferred Resource service objective is ignored for active Crew Members.
B A service resource can only be a member of a single Crew.
C Salesforce Field Service considers the Recommended Crew Size when assigning appointments.
D Capacity-based scheduling is supported for Service Crews.

Universal Containers wants to track Technicians’ van stock using the Salesforce Field Service mobile app and ensure that Technicians report when parts are used.
Which three data elements should a Consultant recommend tracking to support these requirements? (Choose three.)

A Products Consumed
B Inventory
C Warehouse Locations
D Mobile Locations
E Products Required

A Technician needs to get a replacement part for damaged inventory on their truck for an upcoming job.
To which object should the Technician add a Product Request record?

A Service Report
B Service Appointment
C Work Type
D Work Order

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 three.)

A Work Types
B Service Resources
C Work Orders
D Resource Absences
E Accounts

Universal Containers performs services on Assets that require a sequence of work tasks. A Consultant has recommended Work Order Line Items to manage the tasks associated with the Assets.
Which two techniques should the Consultant consider to ensure Work Orders are properly completed? (Choose two.)

A Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to the Work Order.
B Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.
C Use of Standard Reports to view Parent and Root Work Order Line Items within Work Orders by Customer.
D Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.

Universal Containers wants to assign Service Appointments based on the Polygon of the child service territory in the hierarchy.
How should a Consultant assign Service Appointments to the Polygon?

A Set the Territory Assignment Policy to the Highest Level.
B Set the Territory Assignment Policy to the Lowest Level.
C Set the Polygon Assignment Policy to the Lowest Level.
D Set the Polygon Assignment Policy to the Highest Level.

Time Sheet entries can be associated to which two objects? (Choose two.)

A Work order
B Assigned Resource
C Work Order Line Item
D Service Resource

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?

A Create one Service Resource and assign the Technician and Dispatcher role.
B Create two Skills records and assign them to the Service Resource record.
C Create one Service Resource and assign the relevant Permission Set Licenses.
D Create two Service Resources and assign them to the employee.

Universal Containers plans to deploy Salesforce Field Service 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 75 Contractor25 Contractor Plus
B 100 Contractor100 Contractor Pius
C 25 Contractor75 Contractor Plus
D 25 Contractor100 Contractor Plus

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’s Profile.
B Update Public Group membership.
C Modify the user record.
D Assign a Field Service Mobile License to the user.

An extreme weather situation impacted both the volume of open work and the number of available resources at Universal Containers.
Which approach should a Consultant recommend to realign available resources with open work?

A Resource Schedule Optimization
B Emergency scheduling
C Customer First scheduling
D Global optimization

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 Product Consumed for each site visit.
C Create a new Child Work Order for each site visit.
D Create a new Work Order Line Item for each site visit.

Universal Containers products need to be traceable from the factory to customer sites. The products are installed using disposable kits.
How should the Consultant configure this?

A Create the products as serialized inventory and the installation kits as unserialized inventory.
B Create the products and the installation kits as serialized inventory.
C Create the products and the installation kits as unserialized inventory.
D Create the products and the installation kits as a single serialized product.

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

Universal Containers wants to provide Technicians with the ability to capture details and customer approval on completed work to send 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 Work Order email template.
D Use the standard Service Report.

Northern Trail Outfitters has hired a contractor to help with service calls on an as-needed basis. The contractor should be limited to travel a maximum of 50 minutes from home.
Which action should a consultant recommend?

A Check ‘Keep These Appointments Scheduled’.
B Include a Match Fields work rule.
C Assign a high efficiency score.
D Link rules to Relevance Groups.

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 Work Order Record Types
B Work Types
C Entitlement Templates
D Entitlements

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 a Consultant can configure Maintenance Plans to meet the requirement? (Choose two.)

A Associate a Required Skill called Site Visit to a Maintenance Plan.
B Associate a Work Type called Site Visit to a Maintenance Plan.
C Auto-generate Work Orders with a 14 day Generation Timeframe.
D Auto-generate Work Orders with a 14 day Generation Horizon.

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.
How should the Consultant meet this requirement?

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

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