Salesforce Salesforce Certifications FIELD-SERVICE-CONSULTANT Questions & Answers

• Question 31:

  One of Universal Containers' customers reported that the Technician sent to their site left without cleaning up the work area afterward.

  How can Universal Containers ensure that a different Technician is assigned all future work for that Customer?

  A. Assign the Technician to a new Service Territory.

  B. Remove the Technician as a Preferred Resource.

  C. Create an Excluded Resource for the Account.

  D. Create a new Work Order Validation Rule.

  Correct Answer: C

• Question 32:

  Universal Containers is experiencing an issue where Technicians are repeatedly called back to a job that has been completed in the past. How should a Consultant recommend this information be tracked?

  A. Create a new Work Order and relate it to the previous Work Order.

  B. Create a new Work Order and relate it to the Customer.

  C. Update a field called "Repeat Call" on the initial Work Order.

  D. Create new Work Order Line Items under the initial Work Order.

  Correct Answer: A

• Question 33:

  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. Deliver Service Report, capture signature, update records, sync device.

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

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

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

  Correct Answer: D

• Question 34:

  Universal Containers (UC) has 140 service resources who handle 2,400 service appointments per day.

  How should UC define Service Territories to ensure a high quality of optimization and dispatcher experience?

  A. Three Service Territories with fewer than 50 resources

  B. Two Service Territories that split the Service Resources evenly

  C. One Service Territory with four Polygons

  D. Five Service Territories with fewer than 500 Service Appointments per day

  Correct Answer: A

• Question 35:

  Universal Containers has an initiative to reduce their carbon footprint. What factor should a Consultant recommend using in a Scheduling Policy to meet the above requirement?

  A. Give the Minimize Travel Service Objective the highest weight.

  B. Remove the ASAP Service Objective.

  C. Remove the Match Location Work Rule.

  D. Add the Maximum Travel From Home Work Rule.

  Correct Answer: A

• Question 36:

  Northern Trail Outfitters wants to improve overall responsiveness to customers.

  Which Dispatch technique should the Consultant implement to provide the greatest schedule flexibility?

  A. Enable Drip-feed to dispatch the next appointments.

  B. Shuffle daily work manually via the Gantt.

  C. Leverage Resource Schedule Optimization.

  D. Configure the Auto Dispatch scheduled job.

  Correct Answer: B

• Question 37:

  Universal Containers provides multiple service types (i.e, Installation, Maintenance, Break/Fix, etc). Each Service requires a variety of skills and certifications in order for a resource to excel. Which two configurations should a Consultant implement to meet this requirement? Choose 2 answers

  A. Create Multiple Work Orders Line Items per service.

  B. Select the relevant Work Types for each Resource.

  C. Assign the appropriate Skills to Resources.

  D. Use Work Types with required Skills.

  Correct Answer: CD

• Question 38:

  Universal containers want to track the time a service resource spends on each step of a more complex repair job. This time could include travel, prep and on site time.

  How could a service resource's timesheet be configured to track the total time spent on each step?

  A. Relate the timesheet entries to the work order line time

  B. Relate the timesheet entries to the service appointment

  C. Relate the time sheet to the service appointment

  D. Relate the time sheet to the work order line item

  Correct Answer: A

• Question 39:

  Which three objects are associated with the work type? Choose 3 answers

  A. Skills

  B. Products

  C. Article

  D. Service appointment

  E. Resource

  Correct Answer: ABC

• Question 40:

  Universal Containers wants to identify which resources need more or fewer appointments.

  Which Gantt chart filter option should a Consultant recommend to provide this information?

  A. Select Sort by Average Utilization on the Resources Tab.

  B. Select Date Resolution on the Hours Tab.

  C. Select Travel Time and Breaks as skills on the Skills Tab.

  D. Select Hours, Absences and Overtime on the Utilization Tab.

  Correct Answer: A