Salesforce Salesforce Certifications FIELD-SERVICE-CONSULTANT Questions & Answers

• Question 11:

  Universal Containers Technicians frequently need to request more parts from another inventory location when stock runs low.

  How can Universal Container Technicians achieve this for each product requested?

  A. Create a work order line item and a product request line item.

  B. Create a product request and a product request line item.

  C. Create a product consumed and a product request line item.

  D. Create a shipment and a product request line item.

  Correct Answer: B

• Question 12:

  Universal Containers UC wants to ensure that technicians enter required information only once when completing work orders on the field service lightning mobile app. The information entered by technicians need to also update the service appointment and the case that are associated to the work order.

  What should consultant leverage to ensure the right data is captured from the Salesforce field service lightning mobile app?

  A. Lightning component with required field to update the case, work order and service appointment

  B. Quick actions on cases, work orders and service appointment with required fields

  C. Quick action on the work order and flow to update the case and service appointment

  D. Process builder on case to update the service appointment and work order

  Correct Answer: C

• Question 13:

  Universal container provides services to multiple machines installed at customer sites. Each machine has different issues that need to be fixed. UC wants to track progress, different part used, and time spent on each machine when dispatching a technician.

  How should consultants meet these requirements?

  A. Work order will have multiple service appointments. Each service appointment will be linked to the asset

  B. Each account will have a service appointment that will represent the work to be done at customer site

  C. Work order will have multiple work order line item each work order line item will be link to the asset and have a service appointment

  D. Each asset will have a service appointment that will represent work order needed each machine

  Correct Answer: C

• Question 14:

  Universal containers wants to report on the volume of products installed within a specific timeframe. Which solution should the consultant utilize to meet the requirement?

  A. A work order related list on asset

  B. A custom installation date field on products consumed

  C. Field history tracking on asset

  D. The standard installation date field on asset

  Correct Answer: D

• Question 15:

  Universal container want to dispatch group of service appointment to there technician the number of service appointment dispatched at the time varies among different services territories. Which two settings should a consultant enable to ensure the service appointments are dispatched correctly?

  A. Set the number of services to drip feed on the service territories

  B. Set the service appointment to dispatch in the field service settings

  C. Enable sharing or dispatch service appointments

  D. Enable drip feed dispatching in field service settings

  Correct Answer: AD

• Question 16:

  An agent has to create a Work Order for a complex installation. A Work Order Line Item is created for each required component so it can be tracked and priced separately. However, a few of the components are only on the company's Preferred Price Book while the others are on the U.S. Price Book.

  Which solution should a Consultant recommend so the agent can meet this requirement?

  A. Create one Work Order and add Work Order Line Items based on the Price Book selected on the Work Type.

  B. Create one Work Order for each Price Book and use Work Types to assign the Price Book to each Work Order Line Item.

  C. Create one Work Order and override the price on Work Order Line Items for products on the Preferred Price Book.

  D. Create one Work Order for each Price Book and add Work Order Line Items to the appropriate Work Order based on its Price Book.

  Correct Answer: D

• Question 17:

  A customer support agent handles an in ?bound case that requires a repair of an industrial oven at a busy restaurant. The work should be assigned to a repair technician in the area, even if the technician is currently working on another assignment.

  Which scheduling action should the consultant recommend to the customer support agent?

  A. Emergency

  B. Appointment booking

  C. Fill-in schedule

  D. Get candidates

  Correct Answer: A

• Question 18:

  A service technician at Ursa Major Solar handles yearly maintenance checks. The job usually lasts 2 to 3 hours. Due to the lack of customer availability, many appointments are cancelled or need to be rescheduled at the last minute.

  Which two features would be most helpful in aiding the dispatcher with updated schedules for technicians?

  Choose 2 answers

  A. Reshuffle

  B. Group Nearby

  C. Resource Schedule Optimization

  D. In-day Optimization

  Correct Answer: AB

• Question 19:

  When should both the Root Work Order and Root Work Order Line Item fields be added to page layouts?

  A. When a service process dictates that there are two levels in a Work Order Hierarchy and two levels in the Work Order Line Hierarchy. (Parent Work Order can be used)

  B. When a service process dictates that there is a single level in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.

  C. When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.

  D. When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than a single level in the Work Order Line Hierarchy.

  Correct Answer: C

• Question 20:

  The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is sent. Which two items should a Consultant implement to ensure Work Orders cannot be closed? Choose 2 answers.

  A. Custom Work Order Escalation Rules

  B. Custom Validation Rule on Work Orders

  C. Custom Approval Process on Work Orders

  D. Custom Work Order Status with Category

  Correct Answer: BD