Field-Service-Consultant Salesforce Exam Questions and Free Practice Test

Question 25

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.

Correct Answer:D

Question 26

A Dispatcher at Universal Containers has just been informed that one of their field employees, who has five services schedules for today, called in sick. How should the workload be assigned to other Field Technicians?

A. Drag and drop the Service Appointments to other available Resources and run Optimization.

B. Ask the Customer Service Rep to call the customers and manually re-schedule for another day.

C. Change the Scheduling Policy to “High Intensity” and activate the Background Optimization process.

D. Update the Resource a not available, select the affected Service Appointments, and press “Schedule.”

Correct Answer:A

Question 27

Each container consists of multiple parts that are tracked by Asset records. Universal Containers’s customers usually wait until several parts need service before requesting a Technician come on-site to save money on service charges.
How should a Consultant configure Salesforce Field Service to track the work performed?

A. Create a Work Type and Work Order for each Asset being serviced.

B. oO Create a Work Order and Work Order Line Item for each Asset being serviced.

C. Create a Work Order for all Assets being serviced and a Work Order Line Item for each Product Consumed.

D. Create a Work Type to automatically create relevant line items for each Asset.

Correct Answer:B

Question 28

Universal Containers typically performs installs, break-fix, and inspections for all clients. The Service Manager wants to create a template for common work requests. What should a Consultant implement to assist the dispatch team?

A. Work Order Record Types for Break-fix, Install, and Inspection.

B. Work Type Line Items for Install, Break-fix, and Inspections.

C. Work Types and Skill Requirements for Install, Break-fix, and Inspections.

D. Work Order custom fields to define Install, Break-fix, and Inspections.

Correct Answer:C

Question 29

Which two considerations impact the scheduled timeframe of Multi-day Work? Choose 2? answers

A. Assigned Resource

B. Homebase Travel

C. Resource Skill Level

D. Break Duration

Correct Answer:AD

Question 30

Universal Containers wants Technicians using the Salesforce Field Service mobile app to indicate when Service Appointments are at risk of late completion.
What should a Consultant recommend to meet this requirement?

A. Post to the Service Appointment Chatter feed.

B. Change the Status field on the Service Appointment.

C. Adjust the Scheduled End field on the Service Appointment.

D. Update the In Jeopardy field on the Service Appointment.

Correct Answer:A

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