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

• Question 101:

  A Dispatcher at UniversalContainers has just been informed that one of their field employees, who has five services schedules for today, called in sick. How should the workload be assigned to other Field Technicians?

  A. Drag and drop the Service Appointments to other available Resources and run Optimization.

  B. Ask the Customer Service Rep to call the customers and manually re-schedule for another day.

  C. Change the Scheduling Policy to "High Intensity" and activate the Background Optimization process.

  D. Update the Resource a notavailable, select the affected Service Appointments, and press "Schedule."

  Correct Answer: A

• Question 102:

  Universal Containers has external resources who only report back once a Service Appointment has been completed. All Internal resources need to report incremental progress on Service Appointments. How should a Consultant recommend implementing statuses to support these different user groups?

  A. Configure Status Transitions based on Resource Type.

  B. Limit Status Transition based on Profile.

  C. Allow Status Transitions based on Role.

  D. Block Status Transitions using a Validation Rule.

  Correct Answer: B

• Question 103:

  Universal Containers (UC) wants to track the full lifecycle of their Cases. UCdefines a Case as resolved when all interactions with the customer are complete. How can a Consultant ensure that Cases are closed when all Work Orders associated to the Case are complete?

  A. Use Workflow to close the Case when all Work Orders are closed.

  B. Use Process Builder to close the Case when all Work Orders are closed.

  C. Use Workflow to close the Case when the Work Order is dispatched.

  D. Use Process Builder to close the Case when the Work Order is created.

  Correct Answer: B

• Question 104:

  Universal Containers would like to enforce a 48-hour SLA to ensure that Technicians perform certain follow-up activities after they leave a customer site. The starting point of the SLA is when the Work Order Status is set to "Technician Wrap Up." The Technician is required to provide confirmation that wrap up is completed. Which three configurations should a Consultant implement to ensure this can be achieved? Choose 3 answers

  A. Create an Entitlement Process which has entry criteria for Status= Technician Wrap Up.

  B. Create a Milestone which has entry criteria for Status = Technician Wrap Up.

  C. Create custom fields to capture that the Wrap UP Activities have been completed.

  D. Create a Workflow to close the Milestone when the Wrap Up is complete.

  E. Create a Process Builder to close the Milestone when the Wrap Up is complete.

  Correct Answer: BCD

• Question 105:

  universal containers has identified a business process in which a customer support agent reviews an existing work order and needs to associate an additional part to the order for the technician to successfully complete the job.

  How should a consultant support this process?

  A. Add a new product required to the work order.

  B. Add a new product consumed to the work order.

  C. Add a new product required to the work type.

  D. Add a newproduct consumed to the work rule.

  Correct Answer: C

• Question 106:

  Often, Technicians earn certifications that must be renewed periodically to ensuretheir skills remain up-todate. How can these certifications be manager on the Resource?

  A. Add the Resource Skill and track certification using reminder.

  B. Add the Resource Skill and create Absence once expired.

  C. Add the Resource Skill as Time Phased.

  D. Add the Resource Skill and remove from the Service Territory once expired.

  Correct Answer: C

• Question 107:

  universal containers is evaluating a strategy for reducing the cost of service using automated scheduling.

  Which toe approaches will contribute to this goal?

  Choose 2 answers

  A. reduced overtime per work order

  B. reduced travel time per work order

  C. reduced work orders per shift

  D. reduced number of territories

  Correct Answer: AB

• Question 108:

  Northern Trail Outfitters has hired a contractor to help with service calls onan as-needed basis. The contractor should be limited to travel a maximum of 50 minutes from home.

  Which action should a consultant recommend?

  A. Link rules to Relevance Groups.

  B. Assign a high efficiency score.

  C. Check 'Keep These AppointmentsScheduled'.

  D. Include a Match Fields work rule.

  Correct Answer: B

• Question 109:

  A Dispatcher is notified of a local power outage. All service appointments in the affected area must be rescheduled to a different day.

  How should the dispatcher update the service appointments?

  A. Create a map polygon of the affected area to select service appointments for rescheduling.

  B. Create a report to identify service appointmentsin the area and notify service resources.

  C. Push reschedule notifications to service resources using the field service lightning mobile app.

  D. Configure a new scheduling policy to change service appointments.

  Correct Answer: A

• Question 110:

  One of the products sold by Universal Containers requires quarterly service appointments. Which feature should a Consultant use to meet this requirement?

  A. Define a repeating Work Type.

  B. Implement Path for Work Orders.

  C. Build a Process for Service Appointments.

  D. Configure a Maintenance Plan.

  Correct Answer: D