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Salesforce Field-Service-Consultant Exam Sample Questions

Question # 1

Universal container needs to verify that a repair job has been completed to the customer satisfaction before an invoice can be generated Which two items should the consultant consider? Choose 2 answers

A. Generate service in the organization's default language

B. Send a feedback survey to the customer when a service appointment is completed

C. Configure signature blocks for service report templates

D. Add service reports templates to the appropriate repair work type

Answer

C. Configure signature blocks for service report templates
D. Add service reports templates to the appropriate repair work type

Explanation:

Service reports are documents that summarize the details and outcomes of a service appointment such as work performed, products consumed, customer feedback, etc.[25]. Configuring signature blocks for service report templates allows capturing customer signatures as proof of job completion before generating invoices[26]. Adding service report templates to the appropriate repair work type allows automatically generating service reports based on the work type of the service appointment[27]. Generating service in the organization’s default language would not verify that a repair job has been completed to the customer satisfaction. Sending a feedback survey to the customer when a service appointment is completed would not ensure that an invoice can be generated.

References:

https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_signature_blocks.htm&ty pe=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_work_types.htm&type=5

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Question # 2

The Dispatcher at Universal Containers wants to schedule Service Appointments from the Dispatch Console while taking the Scheduling Policy into consideration. Which three options are available to the Dispatcher? Choose 3 answers

A. Select a Service Appointment from the list and use the “Schedule” action.

B. Select a Service Appointment from the list, use the “Change Status” action and “Dispatch.”

C. Select multiple Service Appointments from the list and bulk schedule them.

D. gy Select a Service Appointment from the list, use the “Candidates” action, and select the best time slot.

E. Select a Service Appointment from the list, use the “Edit” action and allocate the Resource.

Answer

A. Select a Service Appointment from the list and use the “Schedule” action.
C. Select multiple Service Appointments from the list and bulk schedule them.
D. gy Select a Service Appointment from the list, use the “Candidates” action, and select the best time slot.

Explanation:

These three options are available to the dispatcher to schedule service appointments from the dispatch console while taking the scheduling policy into consideration. References: https://help.salesforce.com/s/articleView?id=sf.fs_dispatch_console_schedule_appointmen ts.htm&type=5

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Question # 3

Universal Containers performs service on field assets that require a sequence of work tasks. A Consultant has recommended Work Order Line Items to manage the tasks and assets/parts necessary to manage the work. Which two of the following must be considered as part of this solution to ensure Work Orders are properly completed? Choose 2 answers

A. Use of Standard Reports to view Parent and Root Work Order Lines Items within Work Orders by Customer.

B. Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to Work Order.

C. Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.

D. Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.

Answer

C. Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.
D. Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.

Work Order Line Items can be used to link to specific Assets within an Asset Hierarchy that represents a Bill of Materials (BoM). Work Order Line Items can also be used to create a hierarchy of tasks that need to be performed in a sequence. Standard Reports do not show Parent and Root Work Order Line Items within Work Orders by Customer. Work Order Line Items do not automatically inherit the hierarchy of Assets attached to Work Order.

References:

https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_item_hierarchy.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_reports_dashboards.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5

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Question # 4

Universal Containers wants Technicians using the Salesforce Field Service mobile app to indicate when Service Appointments are at risk of late completion. What should a Consultant recommend to meet this requirement?

A. Post to the Service Appointment Chatter feed.

B. Change the Status field on the Service Appointment.

C. Adjust the Scheduled End field on the Service Appointment.

D. Update the In Jeopardy field on the Service Appointment.

Answer

D. Update the In Jeopardy field on the Service Appointment.

Explanation:

The In Jeopardy field on the Service Appointment is a checkbox that indicates whether a service appointment is at risk of late completion based on travel time and service duration calculations. Technicians can update this field using the Field Service Mobile App to alert dispatchers and managers of potential issues. Posting to the Service Appointment Chatter feed, changing the Status field on the Service Appointment, or adjusting the Scheduled End field on the Service Appointment would not indicate that a service appointment is in jeopardy, but would communicate other information such as comments, progress, or rescheduling.

References:

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

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

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Question # 5

Universal Containers wants to ensure that Service Appointments are only assigned to Active Resources. Which configuration should a Consultant recommend for the Scheduling Policy?

A. Match Fields

B. Preferred Resources

C. Match Boolean

D. Required Resources.

Answer

C. Match Boolean

Explanation:

Match Boolean is an optimization criterion that prioritizes matching service appointments with resources based on boolean fields such as certifications or preferences[139]. Using Match Boolean in the Scheduling Policy would allow Universal Containers to ensure that Service Appointments are only assigned to Active Resources by creating a boolean field on the service resource object such as Active Resource and setting it to true or false depending on their status. Match Fields is an optimization criterion that prioritizes matching service appointments with resources based on fields such as skills or territories[140]. Preferred Resources is an optimization criterion that prioritizes assigning service appointments to resources who have previously completed similar work orders or who are preferred by customers[141].

Required Resources is an optimization criterion that prioritizes assigning service appointments to resources who are explicitly required by customers or dispatchers[142].

References:

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

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

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

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

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