Salesforce Field Service Consultant Exam Practice Test Instant Access

Question 1

Which two reports should a Consultant build to track the number of parts used by a Technician during a given time period? Choose 2 answers

AService Appointment inventory

BProducts Consumed on Work Order Line Items

CWork Order inventory

DProducts Consumed on Work Orders

Answer : B, D

Products consumed on work order line items and products consumed on work orders are two reports that can track the number of parts used by a technician during a given time period. Products consumed on work order line items are used to track individual products or services that are part of a work order line item. Products consumed on work orders are used to track products or services that are consumed as part of a work order.

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

Universal Containers (UC) wants to schedule Work Orders only if Technicians have the necessary qualifications to complete the designated work.

In which two ways can UC achieve this?

Choose ? answers

ALeverage the Match Skills Work Rule when scheduling appointments.

BLeverage the Match Skills Scheduling Policy when scheduling appointments.

CCreate Skills that relate to qualifications from Setup and assign them to a Service Resource.

Da Create Skills that relate to qualifications from the Skills tab and assign them to a Service Resource.

Answer : A, D

These two options allow creating skills that represent qualifications and assigning them to service resources and work orders, and using a work rule to match skills when scheduling appointments. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm&type=5

Question 7

Universal Containers needs to send Technicians into the field to service containers. It takes two Technicians with

specialized skills to complete the work at the same time.

How should a Consultant implement this requirement?

ACreate a crew with two Technicians.

BCreate a work rule with two required skills.

CCreate a single Service Appointment.

DCreate two Service Crews.

Answer : A

This option allows creating a service resource that represents a group of technicians who work together on the same service appointment. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_crew_management.htm&type=5

Salesforce Field Service Consultant Salesforce Certified Field Service Consultant Exam Practice Test