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Salesforce Field-Service-Consultant Exam Sample Questions

Question # 1

How should a Consultant configure Salesforce Field Service to ensure agents and dispatchers can quickly create Work Orders with the appropriate materials?

A. Create Work Types with Work Order Line Items.

B. Create Work Types with Products Consumed.

C. Create Work Types and Locations.

D. Create Work Types with Products Required.

Answer

D. Create Work Types with Products Required.

Explanation:

Work Types are templates that define the duration, skills, and products required for a work order or work order line item. By creating Work Types with Products Required, agents and dispatchers can quickly create Work Orders with the appropriate materials. Creating Work Types with Products Consumed or Products Required would not populate products on Work Orders automatically, but would require manual entry or consumption by technicians. Creating Work Types and Locations would not affect products on Work Orders, but would affect scheduling and optimization of service appointments.

References: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5

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Question # 2

Universal Containers wants to track the time a Service Resource spends on each step of more complex repair jobs. This time could include travel, prep and on-site time. How could the Service Resource’s Time Sheet be configured to track the total time spent on each step?

A. Relate the Time Sheet Entries to the Service Appointment.

B. Relate the Time Sheet to the Service Appointment.

C. Relate the Time Sheet to the Work Order Line Item.

D. Relate the Time Sheet Entries to the Work Order Line Item.

Answer

D. Relate the Time Sheet Entries to the Work Order Line Item.

Explanation:

This option allows tracking the time spent on each step of the work order line item and associating it with the time sheet entry record. References: https://help.salesforce.com/s/articleView?id=sf.fs_time_sheets_overview.htm&type=5

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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?

A. Entitlement

B. Opportunity

C. Case

D. Contact

Answer

C. Case

Explanation:

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.

References:

https://help.salesforce.com/s/articleView?id=sf.fsl_quick_actions.htm&type=5

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Question # 4

Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments. When designing the Customer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming appointment? Choose 2 answers

A. Scheduled End

B. Arrival Window Start

C. Scheduled Start

D. Arrival Window End

Answer

B. Arrival Window Start
D. Arrival Window End

Explanation:

Arrival Window Start and Arrival Window End are fields on the Service Appointment that indicate when a technician is expected to arrive at a customer site based on travel time and service duration calculations. These fields can be shared with customers to set expectations around upcoming appointments. Scheduled End and Scheduled Start are fields on the Service Appointment that indicate when a technician is scheduled to start and end their service based on their availability and assigned time slots. These fields are not accurate indicators of when a technician will arrive at a customer site, as they do not account for travel time and service duration variations.

References:

https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5

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Question # 5

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

A. Use Map Report Layers.

B. Color code using Gantt Palettes.

C. Create a Gantt Action to highlight.

D. Add the relevant field to the Field Set.

Answer

B. Color code using Gantt Palettes.

Gantt Palettes allow the dispatcher to color code service appointments based on any field value, such as revenue or priority. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_palettes.htm &type=5

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