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Salesforce Field-Service-Consultant Exam Sample Questions


Question # 1

Universal Containers wants to track the work that is performed on the customer's install base. Which object relationship should the Consultant utilize to meet this requirement?
A. Universal Containers wants to track the work that is performed on the customer's install base. Which object relationship should the Consultant utilize to meet this requirement?
B. Work Orders to Assets
C. Work Orders to Products
D. Products to Accounts
E. Assets to Products


A. Universal Containers wants to track the work that is performed on the customer's install base. Which object relationship should the Consultant utilize to meet this requirement?
Explanation:

Assets are used to track the customer’s install base, such as products or equipment that require service. Work orders are used to track the work that needs to be done on assets. By relating work orders to assets, the system can track the work history and status of each asset.

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





Question # 2

Each door lock that Universal Containers (UC) sells has a unique 20 digit code. The code represents the manufacturer, production run, and production number. UC needs to track each lock. In addition to the installed locks, all Technicians carry five replacement units in their van stock, How should UC track the van stock door locks?
A. Create a product item and enter the serial numbers in the related list.
B. Create a product item with all the serial numbers in the notes section.
C. Create a product item for each door lock utilizing standard fields
D. Create a product item and enter the Technicians’ lock quantity.


C. Create a product item for each door lock utilizing standard fields
Explanation:

This option allows tracking each door lock as a unique product item with its own serial number and inventory location. References: https://help.salesforce.com/s/articleView?id=sf.fs_product_items.htm&type=5




Question # 3

A technician needs to get replacement part for damaged inventory on them for an upcoming job. To which object should the technician add a product request record?
A. work types
B. work order
C. service appointment
D. service report


B. work order
Explanation:

A Product Request record can be added to a Work Order to request a product from inventory for a service appointment. A Work Type is a template that defines the duration, skills, and products required for a work order or work order line item. A Service Appointment is a record that represents a scheduled visit by a service resource to a customer location. A Service Report is a document that summarizes the details and outcomes of a service appointment.

References:

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




Question # 4

Service Appointments in a "Cannot Complete" status may indicate that an additional part or expert assistance is needed to complete the work. Universal Containers defined that Service Appointments in a "Cannot Complete" status are unable to be rescheduled or unscheduled for history tracking purposes.

Which two items should the Consultant recommerd to meet the requirement?

Choose 2 answers

A. Ensure that Status Transitions are configured to prevent the up3Ste from "Cannot Complete" to
B. Define "Cannot Complete" as a Pinned Status for Scneduling and Optimization Services
C. Define "Cannot Complete" as a Pinned Starus for Auto-Dispatch Services
D. Ensure that Status Transitions are configured to allow the status update from "Cannot Complete" to "Scheduled."


A. Ensure that Status Transitions are configured to prevent the up3Ste from "Cannot Complete" to
B. Define "Cannot Complete" as a Pinned Status for Scneduling and Optimization Services
Explanation:

Status Transitions are settings that define which status updates are allowed or restricted for service appointments[205]. Pinned Statuses are settings that prevent service appointments from being rescheduled or unscheduled by scheduling or optimization services[206].

Ensuring that Status Transitions are configured to prevent the update from “Cannot Complete” to “Scheduled” and defining “Cannot Complete” as a Pinned Status for Scheduling and Optimization Services would allow Universal Containers to ensure that Service Appointments in a “Cannot Complete” status are unable to be rescheduled or unscheduled for history tracking purposes by restricting the status change from “Cannot Complete” to “Scheduled” and preventing scheduling or optimization services from moving or removing service appointments with the “Cannot Complete” status[207]. Defining “Cannot Complete” as a Pinned Status for Auto-Dispatch Services would not affect whether Service Appointments in a “Cannot Complete” status are able to be rescheduled or unscheduled. Auto-Dispatch Services are settings that automatically assign service appointments to resources based on predefined criteria[208]. Ensuring that Status Transitions are configured to allow the status update from “Cannot Complete” to “Scheduled” would not ensure that Service Appointments in a “Cannot Complete” status are unable to be rescheduled or unscheduled. It would enable the status change from “Cannot Complete” to “Scheduled”.

References:

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


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


https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions_create_edit_delete.ht m&type=5

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





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
A. The action was added as part of the Salesforce mobile navigation settings options.
B. The actions were not added to the Classic Publisher Quick Actions section on the page layout.
C. The actions were not added to the Mobile and Lightning Actions section on the page layout.
D. The action type being utilized on the Work Order object is Lightning component.


B. The actions were not added to the Classic Publisher Quick Actions section on the page layout.
C. The actions were not added to the Mobile and Lightning Actions section on the page layout.
Explanation:

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.

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




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