Salesforce Salesforce Certifications FIELD-SERVICE-CONSULTANT Questions & Answers

• Question 161:

  Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work. Contractor 1 has provided services for UC for a longer period of time and is considered to have more repair work expertise than Contractor 2.

  How should the Consultant configure the Contractors' experience?

  A. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.

  B. Assign Contractor 1 as a Preferred Resource.

  C. Assign Contractor 1 and 2 different capacities for repair work.

  D. Assign Contractor 2 as an Excluded Resource.

  Correct Answer: A

• Question 162:

  Universal Containers (UC) wants to track all customer work requests. UC has no requirement to track where the work originated from, but does need the requests tied to the customer's account. What should a Consultant recommend to track these work requests?

  A. Cases Only

  B. Cases, Work Orders, and Tasks

  C. Work Orders and Cases

  D. Work Orders only

  Correct Answer: C

• Question 163:

  Universal Containers has installed base equipment that requires specific expertise to install or decommission. Additionally, the effort can vary significantly based on equipment type. What solution should a Consultant recommend to efficiently manage installation and decommission work?

  A. Validation Rules and Work Types

  B. Work Types and Skill Requirements

  C. Milestones and Service Appointments

  D. Skill Requirements and Entitlements

  Correct Answer: A

• Question 164:

  Universal containers wants to provide a view of emergency work that is only visible to dispatchers.

  What should the consultant do to meet the requirement?

  A. Custom gantt filter

  B. Custom lightning component

  C. Custom report in a private report folder

  D. Custom list view

  Correct Answer: A

• Question 165:

  universal container UC wants to create a new scheduling policy that takes into account the technician assigned to customers account and then considers a resource from the customer group of preferred technician UC also wants to consider only technician with 50 miles of schedule work.

  Which two items should a consultant include in the scheduling policy to meet this requirement?

  A. Minimize travel service objectives and resources priority services objectives

  B. Maximize travel from home and working territories

  C. Required resources and maximum travel from home

  D. Minimize travel service objective and preferred resource services objectives

  Correct Answer: BD

• Question 166:

  Universal Containers wants to ensure that Service Appointments are only assigned to Active Resources.

  Which configuration should a Consultant recommend for the Scheduling Policy?

  A. Match Fields

  B. Preferred Resources

  C. Match Boolean

  D. Required Resources.

  Correct Answer: C

• Question 167:

  A Technician is onsite where there is no connectivity and is required to capture the customer's signature. What is the appropriate order of operations as the Technician goes back online?

  A. Capture signature, update record, sync device, deliver Service Report.

  B. Deliver Service Report, capture signature, update record, sync device.

  C. Deliver Service Report, update record, sync device, capture signature.

  D. Capture signature, sync device, update record, deliver Service Report.

  Correct Answer: A

• Question 168:

  Universal containers outsources 100 hours of weekly maintenance to an external contractor. Jobs are assigned to a contractor manager instead of individual external technicians. The contractor manager is in charge of updating service appointments and work orders upon completion.

  How should a consultant implement the requirement?

  A. Set the individual technicians as capacity-based service resources.

  B. Create the individual technicians as service crew members.

  C. Create the contractor manager as a crew service resource.

  D. Set the contractor manager as a capacity-based service resource.

  Correct Answer: D

• Question 169:

  Service appointments in a "cannot complete" status may indicate that an additional part or expert assistance is needed to complete the work. Universal containers defined that service appointments in a "cannot complete" status are unable to be rescheduled or unscheduled for history tracking purposes.

  Which two items should the consultant recommend to meet the requirement?

  Choose 2 answers

  A. Define "cannot complete" as a pinned status for auto-dispatch services.

  B. Define "cannot complete" as a pinned status for scheduling and optimization services.

  C. Ensure that status transitions are configured to prevent the update from "cannot complete" to "none'.

  D. Ensure that status transition are configured to allow the status update from "cannot complete" to "scheduled".

  Correct Answer: BC

• Question 170:

  Universal container needs to verify that a repair job has been completed to the customer satisfaction before an invoice can be generated.

  Which two items should the consultant consider?

  Choose 2 answers

  A. Generate service in the organization's default language

  B. Send a feedback survey to the customer when a service appointment is completed

  C. Configure signature blocks for service report templates

  D. Add service reports templates to the appropriate repair work type

  Correct Answer: BC