Salesforce Field-Service-Consultant Exam Practice Test Instant Access

Question 1

Which two reports should a Consultant build to track the number of parts used by a Technician during a given time period? Choose 2 answers

AService Appointment inventory

BProducts Consumed on Work Order Line Items

CWork Order inventory

DProducts Consumed on Work Orders

Answer : B, D

Products consumed on work order line items and products consumed on work orders are two reports that can track the number of parts used by a technician during a given time period. Products consumed on work order line items are used to track individual products or services that are part of a work order line item. Products consumed on work orders are used to track products or services that are consumed as part of a work order.

Question 2

Universal Containers wants to reduce its mean-time-to-service.

Which three Field Service processes should a Consultant recommend to accomplish this goal? Choose 3 answers

AScheduling

BDispatching

CCustomer Entitlements

DAdjust Scheduling Policy

EKnowledge Base

Answer : A, B, E

Scheduling, dispatching, and knowledge base are three field service processes that can help reduce the mean-time-to-service. Scheduling is the process of assigning service appointments to resources based on their availability, skills, and location. Dispatching is the process of sending service appointments to resources and tracking their status and location. Knowledge base is a repository of articles that provide information and solutions for common issues and questions.

Question 3

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?

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

BCapacity-based scheduling is supported for Service Crews.

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

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

Answer : B

Capacity-based scheduling is a feature that allows the system to schedule service appointments based on the capacity of the resources. This feature is supported for service crews, which are groups of resources that work together on service appointments.

Question 4

Universal Containers wants to track the work that is performed on the customer's install base. Which object relationship should the Consultant utilize to meet this requirement?

AWork Orders to Assets

BWork Orders to Products

CProducts to Accounts

DAssets to Products

Answer : A

Assets are used to track the customer's install base, such as products or equipment that require service. Work orders are used to track the work that needs to be done on assets. By relating work orders to assets, the system can track the work history and status of each asset.

Question 5

Universal Containers wants to increase customer satisfaction by committing preferred resources to accounts and providing prompt service.

Which two default Scheduling Policies meet this requirement?

Choose 2 answers

AHigh Intensity

BSoft Boundaries

CCustomer First

DEmergency Policy

Answer : B, C

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.

Question 6

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?

ACreate a Work Type and Work Order for each Asset being serviced.

BCreate a Work Order and Work Order Line Item for each Asset being serviced.

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

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

Answer : B

This option allows tracking the work performed for each asset separately and associating it with a work order and a service appointment. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5

Question 7

Universal Containers wants to implement Service Level Agreements (SLA) for Work Orders.

Which three considerations should the Consultant take into account?

Choose 3 answers

AAn Entitlement Process must be applied to both Cases and Work Orders.

BMilestones for Work Orders can be configured in Setup.

CMilestones for Work Orders can be set up from the metadata API.

DA new Entitlement Process requires selecting a single Entitlement Process Type.

EA single Milestone can be added to both Case and Work Order Entitlement Processes.

Answer : B, C, D

These three considerations should be taken into account when implementing service level agreements for work orders, as they affect how milestones are created and applied to work orders. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_milestones_for_work_orders_overview.htm&type=5

Salesforce Certified Field Service Consultant Exam Practice Test