Salesforce Field-Service-Consultant Exam Practice Test Instant Access

Question 1

Ursa Major Solar would like the technician who performed a customer's initial installation to also perform any subsequent service calls.

Which two actions should the field service administrator take to configure field service to ensure the installation technician is assigned to subsequent service calls?

Choose 2 answers

ACreate a child work order for maintenance on the original installation work order.

BAdd the preferred resource service objective to the scheduling policy.

CAdd the technician as the required resource on the service appointment.

DAdd the technician as a preferred resource on the account record.

Answer : B, D

These are two actions that can help ensure that the technician who performed a customer's initial installation is also assigned to subsequent service calls. A preferred resource is a resource that has a preference or affinity for working with a specific account or service territory. A preferred resource service objective is a service objective that prioritizes resources that are preferred for an account or service territory. By adding the technician as a preferred resource on the account record, and adding the preferred resource service objective to the scheduling policy, the system can assign the technician to future service appointments for that account.

Question 2

Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only.

How can this be configured?

AInclude the Match Territory Work Rule in the Scheduling Policy.

BInclude the Resource Availability Work Rule in the Scheduling Policy.

CMark the Service Territory's Resources as Required on the Service Appointments.

DEnsure the Resource's Address is in the same Territory as the Service Appointments.

Answer : A

A work rule is used to define scheduling constraints and preferences for service appointments. The Match Territory work rule is used to ensure that service appointments are dispatched to resources from the same service territory only.

Question 3

Universal Containers currently tracks its customers' entitlements to support utilizing Salesforce Service Cloud. Service calls that require a Technician to go to the customer's location require the creation of a Work Order. Once the Agent confirms that the customer and product are eligible for on-site support, a Work Order is manually created.

On which object should the Consultant define a Quick Action to create the Work Order?

AEntitlement

BOpportunity

CCase

DContact

Answer : C

A quick action is used to create a record from another record with predefined field values. By defining a quick action to create a work order from a case, the agent can easily create a work order for on-site support after verifying the customer's entitlement and product.

Question 4

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?

AAutomatically Dispatch Service Appointments using Drip Feed.

BAutomatically change the schedule policy.

CAutomatically change the status to Dispatched of all Service Appointments.

DAutomatically schedule unscheduled services to available Resources.

Answer : A

Drip feed is a feature that automatically dispatches service appointments to resources based on predefined criteria and time intervals. By using drip feed, the system can handle same-day service appointments and adjust the technician's schedule accordingly.

Question 5

The system administrator at Ursa Major Solar creates several custom actions on the Work Order object. Field technicians report that the actions are visible while using the Salesforce mobile app but not visible in the Field Service mobile app.

What are two reasons why the actions only display in the Salesforce mobile app?

Choose 2 answers

AThe action was added as part of the Salesforce mobile navigation settings options.

BThe actions were not added to the Classic Publisher Quick Actions section on the page layout.

CThe actions were not added to the Mobile and Lightning Actions section on the page layout.

DThe action type being utilized on the Work Order object is Lightning component.

Answer : B, C

To make custom actions visible in the Field Service mobile app, they need to be added to both the Classic Publisher Quick Actions section and the Mobile and Lightning Actions section on the page layout.

Question 6

Customer relationships and reliable service are the main focus this year at Ursa Major Solar. Management has

asked that once a technician has serviced a customer, they continue to service that customer when possible.

What should the consultant recommend to meet this requirement?

ADesignate a Skill-based resource to the Work Order.

BAssign a Preferred status Resource Preference to the Account.

CConfigure an account preference on the Service Resource record.

DInclude the Required Resource work type in Scheduling Policies.

Answer : B

This option should be recommended to meet this requirement, as it allows specifying which service resources are preferred by customers or accounts when scheduling service appointments. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_resource_preferences.htm&type=5

Question 7

Universal Containers provides maintenance and emergency services to its customers. Sending Technicians

to emergency calls during the day causes long travel times and reduces the number of appointments that a

Technician can complete.

Which feature should the Consultant use to reduce travel time and increase Technician productivity?

AReschedule Appointment

BFill-in Schedule

CResource Schedule Optimization

DFix Overlaps

Answer : C

This feature should be used to reduce travel time and increase technician productivity by automatically scheduling service appointments based on predefined criteria and objectives, such as minimizing travel distance or maximizing utilization. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_optimizer_overview.htm&type=5

Salesforce Certified Field Service Consultant Exam Practice Test