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Salesforce Field-Service-Consultant Exam Sample Questions


Question # 1

Universal Containers wants to standardize creation of Work Orders. Historically, Work Orders have been set up with the incorrect skills and estimated time to completion. What should a Consultant utilize to meet this requirement
A. Entitlement Templates
B. Entitlements
C. Work Types
D. Work Order Record Types


C. Work Types
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 for Install, Break-fix, and Inspections, Universal Containers can standardize creation of Work Orders with the correct skills and estimated time to completion[34]. Entitlement Templates are templates that define the terms of support for customers such as number of cases allowed or response time[35]. Entitlements are records that specify customers’ support terms based on their contracts or warranties[36]. Work Order Record Types are record types that allow creating different page layouts and picklist values for different types of work orders[37].

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

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

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

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





Question # 2

Universal Containers's Dispatchers want to visualize the planned travel route for a Technician during their shift. Which feature should the Consultant recommend to meet the requirement?
A. Service Appointment Reports
B. Service Resource Dashboard
C. Street-level Routing
D. Aerial Routing


C. Street-level Routing
This option allows visualizing the planned travel route for a technician on a map, based on the street-level directions and traffic conditions. References: https://help.salesforce.com/s/articleView?id=sf.fs_street_level_routing.htm &type=5




Question # 3

Universal containers plans to deploy field service lightning to 100 external contractors. There are 75 contractors who need access to work Orders assets mobile app, and chatter. the remaining 25 contractors are paid a commission on sales of containers and need to schedule resources. Which license types and quantities should the consultant recommend?
A. 100 contractors
B. 25 contractors
75 contractors
25 contractors
C. 25 contractors
100 contractors


B. 25 contractors
75 contractors
25 contractors

Explanation:

Contractors are external users who can access Field Service features such as work orders, service appointments, assets, products consumed, etc… There are two types of contractor licenses available: Contractor (Full Access) and Contractor (Limited Access). Contractor (Full Access) licenses allow users to access all Field Service features except scheduling optimization. Contractor (Limited Access) licenses allow users to access only work orders assigned to them or their crew members via mobile app or web browser[ 22. Universal Containers should deploy 25 Contractor (Full Access) licenses to contractors who need to schedule resources and 75 Contractor (Limited Access) licenses to contractors who need access to work orders, assets, mobile app, and chatter.

References:

https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_overview.htm&typ e=5
https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_license_types.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_full_access_licen se_features.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_limited_access_li cense_features.htm&type=5




Question # 4

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
A. Leverage the Match Skills Work Rule when scheduling appointments.
B. Leverage the Match Skills Scheduling Policy when scheduling appointments.
C. Create Skills that relate to qualifications from Setup and assign them to a Service Resource.
D. a Create Skills that relate to qualifications from the Skills tab and assign them to a Service Resource.


A. Leverage the Match Skills Work Rule when scheduling appointments.
D. a Create Skills that relate to qualifications from the Skills tab and assign them to a Service Resource.
Explanation:

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




Question # 5

One of Universal Containers's customers allows maintenance only between 12 PM -1:00 PM. On which object should a Consultant set Operating Hours to meet this requirement?
A. One of Universal Containers's customers allows maintenance only between 12 PM -1:00 PM. On which object should a Consultant set Operating Hours to meet this requirement?
B. Service Territories
C. Service Territory Members
D. Service Appointments
E. Accounts


D. Service Appointments
Explanation:

This option allows setting operating hours for accounts to specify when service can be performed for customers.

References:

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




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