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Salesforce Certified Field Service Consultant Sample Questions:

1. Universal containers has a large volumeof cancellations occurring on their Work Orders. The COO wants to manage Work Order cancellations and subsequent follow-ups. Which two options should a Consultant recommend? Choose 2 answers.

A) Re-use the existing Work Order for the follow-up.
B) Change the Work Order with a status of "New."
C) Change the Work Order with a closed status of "Cancelled."
D) Create a child Work Order for the follow-up Work Order.

2. Each container consists of multiple parts that are tracked by Asset records. Universal Containers's customers usually wait until several parts need service before requesting a Technician come on-site to save money on servicecharges.
How should a Consultant configure Salesforce Field
Service to track the work performed?

A) Create a Work Type to automatically create relevant line items for each Asset.
B) Create a Work Order and Work Order Line Item for each Asset being serviced.
C) Create a Work Type and Work Order for each Asset being serviced.
D) Create aWork Order for all Assets being serviced and a Work Order Line Item for each Product Consumed.

3. Universal Containers provides prompt service and has multiple service levels for different customers. Over
50% of Service Appointments are created on the same day that they need to be completed. As a result, a Technician's daily schedule can change multiple times throughout the day.
Which method of dispatching should a Consultant recommend implementing?

A) Automatically change the schedule policy.
B) Automatically Dispatch Service Appointments using Drip Feed.
C) Automatically change the status to Dispatched of all Service Appointments.
D) Automatically schedule unscheduled services to available Resources.

4. How should the Consultant recommend visualizing the highest revenue generating Service Appointments on the Gantt?

A) Use Map Report Layers.
B) Add the relevant field to the Field Set.
C) Color code using Gantt Palettes.
D) Create a Gantt Action to highlight.

5. AW Computing uses a private record access model in the sales, support, and field service organizations.
How should the systemadministrator ensure that the technicians have the appropriate access to the service appointments dispatched to them?

A) Create a user territory for the technicians' primary and secondary territories.
B) Configure a sharing rule to share dispatched service appointments with the assigned resource.
C) Create a process to change the owner of the serviceappointment to the assigned technician.
D) Enable the sharing features in the Field Service settings in the Setup menu.

Solutions: