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Salesforce Field-Service-Consultant Exam Sample Questions

Question # 1

Org-Wide Default sharing is set to Private in a Salesforce org. If the Field Service Lightning User Territory feature is enabled, which three objects will be visible to users who are part of the User Territory? Choose 3 answers

A. Accounts

B. Service Resources

C. Work Orders

D. Resource Absences

E. Work Types

Answer

B. Service Resources
C. Work Orders
D. Resource Absences

Explanation:

Service Resources are records that represent the people or equipment that perform field service tasks[143]. Work Orders are records that track customer requests for service such as repairs or maintenance[144]. Resource Absences are records that mark resources as unavailable for work for specific time periods due to sickness, vacation, or other reasons[145]. If the Field Service Lightning User Territory feature is enabled, these three objects will be visible to users who are part of the User Territory by default[146]. Accounts are records that represent companies or individuals involved in business with an organization[147]. Work Types are records that define the standard tasks and duration for a specific type of work[148]. These two objects will not be visible to users who are part of the User Territory by default unless sharing rules are configured[149].

References:

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

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

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

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

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

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

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

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Question # 2

Universal Containers wants to ensure Technicians have the correct equipment before arriving at a Job site. Which two considerations should the Consultant take into account when configuring Salesforce Field Service? Choose 2 answers

A. Quantity and Unit of Measure are required when adding a Required Product.

B. Validation Rules and Triggers created on the Work Order and Work Order Line Item objects are automatically recreated for Work Types.

C. Required Products must be added to both the Work Order and all Work Order Line Items.

D. Work Types can be configured to include Required Products on Work Orders and Work Order Line Items.

Answer

B. Validation Rules and Triggers created on the Work Order and Work Order Line Item objects are automatically recreated for Work Types.
D. Work Types can be configured to include Required Products on Work Orders and Work Order Line Items.

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Question # 3

Universal Containers would like to provide Field Service Technicians the ability to capture details and customer approval on completed work so that the details can be compiled and sent to the customer electronically. What should a Consultant recommend to meet this requirement?

A. Create a Process Builder to generate a report.

B. Create a custom report.

C. Use the standard Service Report

D. Use the standard Work Order email template.

Answer

C. Use the standard Service Report

Explanation:

Service Reports are documents that summarize the details and outcomes of a service appointment such as work performed, products consumed, customer feedback, etc.[72]. Using the standard Service Report would allow Field Service Technicians to capture details and customer approval on completed work and send them to the customer electronically by generating and emailing service reports from the Field Service Mobile App or the web browser[73]. Creating a Process Builder to generate a report would not allow Field Service Technicians to capture details and customer approval on completed work. Process Builder is a tool that allows users to automate workflows based on specified criteria and actions[74]. Creating a custom report would not allow Field Service Technicians to capture details and customer approval on completed work. Custom reports are reports that allow users to view data based on specific criteria such as objects, fields, filters, or charts[75]. Using the standard Work Order email template would not allow Field Service Technicians to capture details and customer approval on completed work. Email templates are templates that allow users to send predefined emails with merge fields[76].

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_generate.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.process_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.reports_builder_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.email_templates_overview.htm&type=5

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Question # 4

Universal Containers is implementing Work Order Management to better support its clients. Which two approaches should the Consultant consider to create work skills for the Service Resources? Choose TWO answers

A. Create the work skills using the FSL Lightning Web Component. Assign the skills to Service Resources. Add the skill to Work Types and Work Orders.

B. Create the work skills using the Guided Setup wizard. Assign the skills to Service Resources using Guided Setup

C. Create the work skills using the FSL Lightning Managed Package wizard. Assign the skills to Service Resources. Add the skill to Work Types and Work Orders.

D. Create the work skills using Setup. Manually as Resources.

Answer

B. Create the work skills using the Guided Setup wizard. Assign the skills to Service Resources using Guided Setup
D. Create the work skills using Setup. Manually as Resources.

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Question # 5

Ursa Major Solar tracks installed products using the Salesforce Asset object. Each individual solar panel is treated separately. To save money on service calls, many times customers will wait to have a technician come onsite until there are multiple panels that need servicing. How should the callout for multiple panels be treated in Salesforce?

A. Create a work order for each installed product and a work order dependency to assign to the same resource.

B. Create a work order hierarchy with each installed product as a child work order.

C. Create a work order with a work order line item for each installed product.

D. Create an asset hierarchy with each installed product as a child asset in the hierarchy.

Answer

C. Create a work order with a work order line item for each installed product.

Explanation:

Work order line items are used to track individual products or services that are part of a work order. By creating a work order line item for each installed product that needs servicing, the system can track the status and completion of each product separately.

References:

https://trailhead.salesforce.com/en/content/learn/modules/field_service_basics/field_service _work_order_line_items

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