Salesforce Field Service Consultant Exam Practice Test Instant Access

Question 1

The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is signed.

Which two configurations should a Consultant implement to prevent Work Orders from being closed?

Choose 2 answers

ACustom Work Order Escalation Rules

BCustom Approval Process on Work Orders

CCustom Work Order Status

DCustom Validation Rule on Work Orders

Answer : B, D

A custom approval process on work orders is used to define the steps and criteria for approving a work order before it can be closed. A custom validation rule on work orders is used to check the data entered on a work order and prevent it from being saved if it does not meet the specified conditions. By using these configurations, the system can prevent work orders from being closed until the customer service report is signed.

Question 2

Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only.

How can this be configured?

AInclude the Match Territory Work Rule in the Scheduling Policy.

BInclude the Resource Availability Work Rule in the Scheduling Policy.

CMark the Service Territory's Resources as Required on the Service Appointments.

DEnsure the Resource's Address is in the same Territory as the Service Appointments.

Answer : A

A work rule is used to define scheduling constraints and preferences for service appointments. The Match Territory work rule is used to ensure that service appointments are dispatched to resources from the same service territory only.

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?

AEntitlement

BOpportunity

CCase

DContact

Answer : C

A quick action is used to create a record from another record with predefined field values. By defining a quick action to create a work order from a case, the agent can easily create a work order for on-site support after verifying the customer's entitlement and product.

Question 4

Universal Containers provides prompt service and has multiple service levels for different customers. Over 50% of Service Appointments are created on the same day that they need to be completed. As a result, a Technician's daily schedule can change multiple times throughout the day.

Which method of dispatching should a Consultant recommend implementing?

AAutomatically Dispatch Service Appointments using Drip Feed.

BAutomatically change the schedule policy.

CAutomatically change the status to Dispatched of all Service Appointments.

DAutomatically schedule unscheduled services to available Resources.

Answer : A

Drip feed is a feature that automatically dispatches service appointments to resources based on predefined criteria and time intervals. By using drip feed, the system can handle same-day service appointments and adjust the technician's schedule accordingly.

Question 5

The system administrator at Ursa Major Solar creates several custom actions on the Work Order object. Field technicians report that the actions are visible while using the Salesforce mobile app but not visible in the Field Service mobile app.

What are two reasons why the actions only display in the Salesforce mobile app?

Choose 2 answers

AThe action was added as part of the Salesforce mobile navigation settings options.

BThe actions were not added to the Classic Publisher Quick Actions section on the page layout.

CThe actions were not added to the Mobile and Lightning Actions section on the page layout.

DThe action type being utilized on the Work Order object is Lightning component.

Answer : B, C

To make custom actions visible in the Field Service mobile app, they need to be added to both the Classic Publisher Quick Actions section and the Mobile and Lightning Actions section on the page layout.

Question 6

Technicians at Universal Containers use the Salesforce Field Service mobile app at customer sites. After completing work, the Technician updates the Service Appointment status to Complete and saves the record. Dispatchers see the appointment as Dispatched on the console instead of seeing the Complete status update.

Which two troubleshooting steps should a Consultant take to resolve the issue?

Choose 2 answers

AInvestigate the Work Order lifecycle.

BConfirm the Technician's mobile device is online.

CVerify the Dispatcher ran the Service Appointment data job.

DReview Service Appointment automation.

Answer : B, D

These two troubleshooting steps should be taken to resolve the issue, as they could explain why the service appointment status is not updated correctly on the console. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_mobile_troubleshooting.htm&type=5

Question 7

Northern Trail Outfitters wants to report on its Assets and reflect their attributes including hierarchical relationships.

How should the Consultant meet this requirement?

AUse the Assets without Products report.

BUse standard reports and reference the Parent Asset and Root Asset fields.

CCreate custom reports and reference the Parent Asset and Root Asset fields.

DEnable and customize the View Asset Hierarchy action.

Answer : B

This option allows reporting on assets and their attributes, including hierarchical relationships, by using the standard asset reports and fields. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm&type=5

Salesforce Field Service Consultant Salesforce Certified Field Service Consultant Exam Practice Test