Salesforce Salesforce Certifications FIELD-SERVICE-LIGHTNING-CONSULTANT Questions & Answers

• Question 91:

  Universal Containers wants their Field Technicians to indicate if any of their Service Appointments are at risk of not being completed on time. They would like for this to be achieved on a mobile device using a QuickAction. What should a Consultant recommend to achieve this requirement?

  A. Update the Service Appointment Status field.

  B. Update the Service Appointment field "In Jeopardy."

  C. Update the Service Appointment Chatter feed.

  D. Reschedule the ServiceAppointment for later.

  Correct Answer: C

• Question 92:

  Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.

  When designing the Customer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming appointment?

  Choose 2 answers

  A. Scheduled End

  B. Arrival Window Start

  C. Scheduled Start

  D. Arrival Window End

  Correct Answer: BD

• Question 93:

  Universal Containers has a large filed service team with complex logistics process. Some of the field service data and pricing is managed in applications outside of Salesforce. The Consultant recommended bringing somedata into Salesforce to streamline reporting for Field Service Managers. What report would be improved by integrating financial data from an outside system?

  A. First time fix rate: The percentage of on-site service requests resolved on the first visit.

  B. Service Technician utilization: Technician wrench time per month divided by the number of work hours in a given month.

  C. Average time to repair: The average time required to repair or install as asset.

  D. Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to repair or install an asset or respond to a service call.

  Correct Answer: B

• Question 94:

  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 ofseeing 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 95:

  universal container UC uses two contractors 1 and contractor 2 to perform repair work contractor 1 has provided service for UC for longer period time and considered to have more repair work expertise then contractor 2

  How should a consultant configure the contractors experience?

  A. Assign contractors 1 and 2 different capacities of repair work

  B. Assign contractors 1 and 2 different skill levels for repair works

  C. Assign contractors 1 and 2 preferred source

  D. Assigncontractors 1 and 2 as excluded resources

  Correct Answer: B

• Question 96:

  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 97:

  A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about to expire. Which two upsell activities should the CSR consider? Choose2 answers.

  A. Open a Case and inform Customer of weekend service pricing.

  B. Open a Case and send email with new Service Offerings.

  C. Open a Case and a renewal Opportunity for the Sales team.

  D. Open a Case and create a Work Order for the Dispatch Team.

  Correct Answer: AB

• Question 98:

  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'stimesheet 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 thetime sheet to the work order line item

  Correct Answer: A

• Question 99:

  Universal Containers would like to provide Field Service Technicians the ability to capture details and customer approval on completed work so that the details can be compiled and sent to the customer electronically. What should a Consultant recommend to meet this requirement?

  A. Create a Process Builder to generate a report.

  B. Create a custom report.

  C. Use the standard Service Report

  D. Use the standard Work Order email template.

  Correct Answer: C

• Question 100:

  Northern Trail outfitters (NTO) want to track the report on individual tasks completed, including part consumed and pricing details, as part of the work order completion process. NTO want to schedule one or

  multiple tasks to the different technician as needed

  How should the consultant meet the requirements utilizing the standard field service lightning datamodel?

  A. Create work order line item, each with its own child service appointment

  B. Create a multiple service appointment, each with its own child task records

  C. Create a multiple service appointment each with its own child work order line item

  D. Create a custom object records, each with its own child service appointment

  Correct Answer: A