Salesforce Salesforce Certifications FIELD-SERVICE-CONSULTANT Questions & Answers

• Question 251:

  Universal Containers occasionally needs to use two technicians to complete a job, however the technicians can be onsite at different.

  How should a consultant implement this process?

  A. Create two service appointments and set the early start to the start time of the first service appointments

  B. Create two service appointments and assign two different resources

  C. Create one service appointments and schedule two resources

  D. Create one service appointments and add two required resources

  Correct Answer: B

• Question 252:

  Universal Containers wants to provide Dispatchers with Account and Asset details when they hover over each Service Appointment. How should a Consultant recommend implementing this feature?

  A. Create CSS in the Dispatcher's Console.

  B. Add Fields on the Page Layout.

  C. Use Lookup Fields.

  D. Configure Field Sets on the Service Appointment.

  Correct Answer: D

• Question 253:

  A Field Technician from Universal Containers arrived onsite for an appointment, and unfortunately the customer was not present. UC wants to ensure they can track these customer no-show events for future process improvement.

  What process should a Consultant recommend to handle this situation?

  A. Set the existing Service Appointment status to Cannot Complete; Create a new Service Appointment against the same Work Order for the follow-up trip.

  B. Set the existing Service Appointment status to Complete; Create a new Work Order and Service Appointment for the follow-up trip.

  C. Set the existing Service Appointment status to In Progress; Create a new Work Order and Service Appointment for the follow-up trip.

  D. Set the existing Service Appointment status to Cannot Complete; Create a new Work Order Line Item for the follow-up trip.

  Correct Answer: A

• Question 254:

  Universal Containers has implemented a Knowledge solution to provide Field Technicians with information necessary to complete assigned work. Which two capabilities will now be available?

  A. Attach Knowledge Articles to Work Order Line Items Only.

  B. Manage Attached Articles and Search the Knowledge Base.

  C. Attach Articles to Work Orders and Work Order Line Items.

  D. Include Quick Actions and Global Actions in Attached Articles.

  Correct Answer: BC

• Question 255:

  Universal Containers wants to automatically create Work order Line Items based on the products being serviced. How can this be achieved?

  A. With Entitlement Templates

  B. With Workflows

  C. With Process Builder

  D. With Work Order Types.

  Correct Answer: C

• Question 256:

  A customer wants return a defective product instead of scheduling service appointment.

  How should this product be tracked in field service lightning?

  A. Create a work order and work order line

  B. Create return order and return order line item

  C. Create a product request and product request line item

  D. Create a return order and relate it to the product

  Correct Answer: B

• Question 257:

  Universal Containers (UC) wants to schedule Work Orders only if Technicians have the necessary qualifications to complete the designated work. In which two ways can UC achieve this?

  Choose 2 answers

  A. Leverage the Match Skills Scheduling Policy when scheduling appointments.

  B. Create Skills that relate to qualifications from Setup and assign them to a Service Resource.

  C. Leverage the Match Skills Work Rule when scheduling appointments.

  D. Create Skills that relate to qualifications from the Skills tab and assign them to a Service Resource.

  Correct Answer: BC

• Question 258:

  Universal Containers wants the ability for their Field Technicians to log sales opportunities associated with their Work Orders. What configuration should a Consultant implement so Field Technicians can easily achieve this through the Field Service Mobile app?

  A. Quick Action on Opportunity to Create Work Order

  B. Quick Action on Work Order Line Items to Create Opportunity

  C. Quick Action on Work Order to Create Opportunity

  D. Quick Action on Opportunity to Create Work Order Line Item

  Correct Answer: C

• Question 259:

  Universal containers technician may be assigned to jobs with arrival window to meet the costumer appointment time preference technicians are also assigned to jobs without a preferred appointment time.

  In which two ways should the consultant define operation house to meet this requirement

  Choose 2 answers

  A. When service resources are available for work

  B. The maintenance plan for account

  C. The due date of the service appointment

  D. The time slots for appointment booking

  Correct Answer: CD

• Question 260:

  Universal Containers needs to implement a way to track all internal and external work associated with an inbound contact center request. How should a Consultant recommend tracking the work?

  A. Parent/Child Work Orders

  B. Cases Only

  C. Cases and Work Orders

  D. Work Orders only

  Correct Answer: A