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

• Question 61:

  Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work. Contractor 1 has provided services for UC for a longer period of time andis considered to have more repair work expertise than Contractor 2. How should the Consultant configure the Contractors' experience?

  A. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.

  B. Assign Contractor 1 as a Preferred Resource.

  C. Assign Contractor 1 and 2 different capacities for repair work.

  D. Assign Contractor 2 as an Excluded Resource.

  Correct Answer: A

• Question 62:

  Universal Containers has Role-based Technicians and Managers who handle Service Appointments. Many times, Technicians arrive on-site but are unableto gain access to the customer's equipment. In this scenario, only the Manager has permission to cancel the Service Appointment. How should a Consultant recommend adhering to this business process?

  A. Assign Permission Sets that allow Status Transitions.

  B. Allow Status Transitions based on Role.

  C. Limit Status Transitions based on Profile.

  D. Configure Status Transitions based on Resource Type.

  Correct Answer: C

• Question 63:

  Universal containers provides multiple service types (i.e., installation, maintenance, break/fix). Each

  service requires a variety of skills and certification for a resource to excel.

  Which two configurations should a consultant implement to meet this requirement?

  Choose 2 answer

  A. Assign the appropriate skills to resources.

  B. Use work types with required skills.

  C. Select the relevant work types for each resource.

  D. Create multiple work order line items per service.

  Correct Answer: AB

• Question 64:

  When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a workorder is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning componentto the work order Lightning record page. Technicians and managers are reporting that there are no milestones listed when viewing the record.

  How should this issue be resolved?

  A. Make sure the case entitlement record is being shared with the service resource.

  B. Add work order milestones after the case milestones to the entitlement process.

  C. Ensure the work order entitlement is related to the same process as the case entitlement.

  D. Create a separate entitlement process associated to the work order object.

  Correct Answer: D

• Question 65:

  An employee at Universal Containers performs the role of a Dispatcher and a Technician. How should a Consultant configure Salesforce Field Service to support this behavior?

  A. Createone Service Resource and assign the relevant Permission Set Licenses.

  B. Create one Service Resource and assign the Technician and Dispatcher role.

  C. Create two Skills records and assign them to the Service Resource record.

  D. Create two Service Resourcesand assign them to the employee.

  Correct Answer: A

• Question 66:

  Universal Containers wants to track Technicians' van stock using the Salesforce Field Service mobile app

  a ensure that Technicians report when parts are used.

  Which three data elements should a Consultant recommend tracking to support these requirements?

  Choose 3 answers

  A. Inventory

  B. Warehouse Locations

  C. Products Consumed

  D. Products Required

  E. Mobile Locations

  Correct Answer: CDE

• Question 67:

  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 theexisting 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 68:

  A dispatcher needs to reduce the backlog of service appointments in differentterritories and focus on Individual customer service. Which scheduling policy should the dispatcher use

  A. Customer first

  B. Emergency

  C. High intensity

  D. Soft boundaries

  Correct Answer: D

• Question 69:

  Which fields on service appointments help ensurethat they are completed within the agreed upon service level agreement (SLA) with universal containers customers?

  A. Scheduled start, scheduled end

  B. Actual start, actual end

  C. Earliest start permitted, due date

  D. Arrival window start, arrival windowend

  Correct Answer: C

• Question 70:

  A dispatcher of a local power outage. All appointments in the affected area must be rescheduled to a different day.

  How should the dispatcher update the service appointment?

  A. Create the report to identify the service appointment in the area of notified service resources.

  B. Configure a new scheduling policy to change service appointment

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

  D. Create a map polygon of affected area to select service appointment for rescheduling

  Correct Answer: D