Salesforce Salesforce Certifications FIELD-SERVICE-CONSULTANT Questions & Answers

• Question 181:

  Universal Containers is implementing Field Service Lightning and wants to make sure the dispatch team receives Work Orders with appropriate resource and timeframe requirements defined. What should a Consultant implement to achieve this requirement?

  A. Work Types, Skill Routing, Skill Requirements, Operating Hours

  B. Case process, Work Types, Entitlements, and Milestones

  C. Skill Requirements, Work Types, Case Process, Milestones

  D. Work Types, Skill Requirements, Entitlements, and Milestones

  Correct Answer: A

• Question 182:

  Universal Containers' (UC) customers have asset scheduled to be moved between locations by field personnel. UC wants to implement a standard process focused on asset traceability. Which two object should a Consultant recommend to meet this requirement? Choose 2 answers

  A. Work Orders

  B. Assets

  C. Cases

  D. Service Appointments

  Correct Answer: AB

• Question 183:

  Technicians at Universal container use the field service lightning mobile app at a customer site. After completing th3 work technician updates the service appointment status to complete and save the records. Dispatcher 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

  A. Conform the technician mobile device is online

  B. Investigate work order life cycle

  C. Verify the dispatcher ran the service appointment data job

  D. Review service appointment automation

  Correct Answer: AD

• Question 184:

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

  Which three considerations should the Consultant take into account?

  Choose 3 answers

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

  B. Milestones for Work Orders can be configured in Setup.

  C. A new Entitlement Process requires selecting a single Entitlement Process Type.

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

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

  Correct Answer: BCD

• Question 185:

  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 186:

  Universal Containers maintains their service level agreements at the customer level only. How can a Consultant ensure agents can verify coverage?

  A. Create Milestones, set up Entitlement Process, display the related List on the Work Order Page Layout.

  B. Set up Entitlement Process, set up Service Contracts, display the related List on the Contact page Layout.

  C. Create Contract Line Items, set up Entitlement Process, display the related List on the Asset Page Layout.

  D. Create Milestones, set up Entitlement Process, display the related List on the Account Page Layout.

  Correct Answer: D

• Question 187:

  Containers wants to offer their Field Technicians a more limited view of Work Orders and Service Appointments in the Field Service mobile app compared to their Dispatchers. What should a Consultant recommend so the Field Technician sees only the necessary fields?

  A. Field Technician Page Layouts

  B. Field Technician Visualforce Pages

  C. Field Technician Field Sets

  D. Field Technician Mini-Page Layouts

  Correct Answer: A

• Question 188:

  Universal containers want to implement service legal agreements (SLA) for work Order.

  Which three considerations should the consultant take into account?

  A. A new entitlement process requires selecting entitlement process type.

  B. Milestones for the work orders can be set up from the metadata API

  C. A single milestone can be added to both case and work order entitlement processes.

  D. An entitlement process must be applied to both cases and work order

  E. Milestone of the work orders can be configured in setup.

  Correct Answer: ACE

• Question 189:

  Universal Containers performs multi-staged jobs, where the second job can only begin after completion of the first job. How should a Consultant recommend implementing this process?

  A. Create two Service Appointments, set the Related Service Appointment and Time Dependency.

  B. Create one Service Appointment with the total duration of the two jobs and assign two Resources.

  C. Create two Service Appointments and schedule them to the same Resource.

  D. Create one Service Appointment and schedule it to two different Resources.

  Correct Answer: A

• Question 190:

  Universal Containers wants their Technicians to capture potential up-sell opportunities identified during site visits that will then be addressed by the inside sales team. What Configuration will support this requirement?

  A. Create a Service Appointment Quick Action to create a Lead record and add it to the appropriate page layout.

  B. Create a Web-to-Lead page that submits to the inside sales team. Add a link to the Case Page Layout.

  C. Create a Public Group for the inside sales team, and share Work Orders to the group via Sharing Rules.

  D. Configure a Flow against Cases that auto-creates leads and assigns them to the insides sales team Queue.

  Correct Answer: D