Salesforce Field Service Lightning Consultant Exam Updated Questions

Pdfprep2021-07-28T07:56:47+00:00

Salesforce Field Service Lightning Consultant exam is designed for consultants who have experience implementing Salesforce Service Cloud and Salesforce Field Service. Salesforce Field Service Lightning Consultant exam questions have been updated, which are the best material for you to pass the test. Share some free updated Salesforce Field Service Lightning Consultant exam questions below.

Page 1 of 12

1. The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is sent .

Which two items should a Consultant implement to ensure Work Orders cannot be closed? Choose 2 answers.

Custom Work Order Escalation Rules

Custom Validation Rule on Work Orders

Custom Approval Process on Work Orders

Custom Work Order Status with Category

2. Universal Containers would like to enforce a 48-hour SLA to ensure that Technicians perform certain follow-up activities after they leave a customer site. The starting point of the SLA is when the Work Order Status is set to “Technician Wrap Up.” The Technician is required to provide confirmation that wrap up is completed .

Which three configurations should a Consultant implement to ensure this can be achieved? Choose 3 answers

Create an Entitlement Process which has entry criteria for Status = Technician Wrap Up.

Create a Milestone which has entry criteria for Status = Technician Wrap Up.

Create custom fields to capture that the Wrap UP Activities have been completed.

Create a Workflow to close the Milestone when the Wrap Up is complete.

Create a Process Builder to close the Milestone when the Wrap Up is complete.

3. Universal Containers wants to schedule deliveries using Salesforce Field Service. Each delivery requires that an installation and safety inspection be performed by different Technicians during the same day. The safety inspection needs to be executed after the installation is complete.

How should the Consultant use Complex Work to meet this requirement?

Define Same Resource and Same Start dependencies.

Define Start After Finish and Same Day dependencies.

Define a Start After Finish dependency.

Define a Same Start dependency.

4. Universal Containers provides prompt service and has multiple service levels for different customers. Over 50% of Service Appointments are created on the same day they need to be completed. As a result, a Technician’s daily schedule can change multiple times throughout the day .

What method of dispatching should a Consultant recommend implementing?

Automatically schedule unscheduled services to available Resources.

Automatically Dispatch Service Appointments using Drip Feed.

Automatically change the status to Dispatched of all Service Appointments.

Automatically run Optimization Background Job every hour.

5. Universal Containers wants to track how much time each Technician is actively working each day .

Which two data elements should be captured in order to calculate percentage of time spend actively working?

Technician hours at client location.

Technician work orders completed

Technician hours traveling

Technician hours per day.

6. Northern trail outfitters (NTO) asks its clients for feedback on every service visit. NTO wants to dispatch the appropriate technicians based on customer feedback.

What are two ways the consultant can meet this requirement? Choose 2 answers

Configure and add excluded and required required resource business objectives to scheduling policies.

Configure customer preferences on the service resource record.

Configure resource preferences on the account or work order.

Configure and add excluded and required resource work rules to scheduling policies.

7. Universal Containers has a large filed service team with complex logistics process. Some of the field service data and pricing is managed in applications outside of Salesforce. The Consultant recommended bringing some data into Salesforce to streamline reporting for Field Service Managers .

What report would be improved by integrating financial data from an outside system?

First time fix rate: The percentage of on-site service requests resolved on the first visit.

Service Technician utilization: Technician wrench time per month divided by the number of work hours in a given month.

Average time to repair: The average time required to repair or install as asset.

Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to repair or install an asset or respond to a service call.

8. Universal Containers is receiving increased complaints about incomplete Work Orders .

What option should a Consultant recommend to improve this situation?

Send an email CSAT survey.

Implement Validation Rules and Signature Capture.

Change the Scheduling Rules.

Decrease Resource Rant Score.

9. When a Universal Containers (UC) Technician installs a product at a customer site, the Technician must perform all future work for that customer.

Which process should the Consultant use to meet this requirement?

Add the Resource as a Required Resource on the Contact.

Add the Resource as a Required Resource on the Account.

Add the Resource as a Preferred Resource on the Work Order.

Add the Resource as a Preferred Resource on the Asset.

10. Universal containers (UC) have enabled field service lightning and installed the managed package. UC wants to ensure that technicians can update their own appointments’ status using the dispatcher console Gantt chart.

Which steps should the consultant take to meet these requirements?

Create permission sets and assign the field service lightning resource permission set and scheduling license to each technician

Create permission sets and assign the field service lightning admin permission set to service resources.

Create permission sets and assign the field service lightning scheduling and mobile permission sets to the resource profile.

Create permission sets and assign the field service lightning mobile permission set to service resources.

Page 2 of 12

11. Universal container provides services to multiple machines installed at customer sites. Each machine has different issues that need to be fixed. UC wants to track progress, different part used, and time spent on each machine when dispatching a technician

How should consultants meet these requirements?

Work order will have multiple service appointments. Each service appointment will be linked to the asset

Each account will have a service appointment that will represent the work to be done at customer site

Work order will have multiple work order line item each work order line item will be link to the asset and have a service appointment

Each asset will have a service appointment that will represent work order needed each machine

12. Universal container wants to ensure the technician has the correct equipment before arriving at a job site.

Which two considerations should the consultant take into account when configuring field service lightning? Choose 2 answers

Quantity and unit of measure are required when adding a required product

Validation rule and triggers created on work order and work order line-item objects are automatically recreated for work

Required product must be added to both work order and all work order line items

Work type can be configured to include required products on the work order and work order line item

13. Universal container want to track technician van stock and consigned products

How can this will be accomplished using the field service lightning standard object model

Service resources will track van stock. Location will track time and customer sites

Location will track van stock. Account will track consigned products

Service resources will track van stock. Products consumed will track item at customer's site

Location will track van stock and items at customer's site

14. Universal containers want technicians to view work progress through the work order line-item card in the field service lightning mobile app.

Which configuration steps should a consultant take to meet this requirement?

add the work order line items related list of the work order page layout and assign the layout to the technician ‘s profile.

create a custom visual force page and add an external link in the field service lightning mobile app to view the page in the mobile browser.

create a custom lightning component that displays work order progress and deploy it to technicians through the field lightning mobile app.

create a report chart that summarizes work order line items and add a link to the service appointment layout.

15. Universal Containers wants to track when Technicians need to visit a customer site multiple times to resolve an issue.

How should a Consultant configure this using a single Work Order'

Create a new Service Appointment for each site visit.

Create a new Child Work Order for each site visit.

Create a new Product Consumed for each site visit.

Create a new Work Order Line Item for each site visit.

16. Universal Containers has installed base equipment that requires specific expertise to install or decommission. Additionally, the effort can vary significantly based on equipment type .

What solution should a Consultant recommend to efficiently manage installation and decommission work?

Validation Rules and Work Types

Work Types and Skill Requirements

Milestones and Service Appointments

Skill Requirements and Entitlements

17. an agent has to create a work order for a complex installation. A work order line item is created line item is created for each required component so it can be tracked and priced separately. However, a few of the components are only on the company’s preferred price book while the other is on the U.S price book.

Which solution should a consultant recommend so the agent can meet this requirement?

Create one work order for each price book and add work order line items to the appropriate work order based on its price book.

Create one work order and override the price on work order line items for products on the preferred price book.

Create one work order and add work order line items based on the price book selected on the work type.

Create one work order for each price book and use work types to assign the price book to work order line item.

18. Universal container has enabled field service lightning and want to enable milestones for work order.

What should a consultant take into consideration?

Creating milestones for word orders requires an entitlement for case

Creating milestones trackers requires a custom lightning component

Creating entitlements for work orders requires a custom lightning component

Creating entitlement for class and work order must be separated

19. Universal Containers has external resources who only report back once a Service Appointment has been completed. All Internal resources need to report incremental progress on Service Appointments .

How should a Consultant recommend implementing statuses to support these different user groups?

Configure Status Transitions based on Resource Type.

Limit Status Transition based on Profile.

Allow Status Transitions based on Role.

Block Status Transitions using a Validation Rule.

20. Universal Containers wants to use Work Types, since many of their Work Orders require the same Field Service Technician skills .

What should the Consultant consider when using Work Types?

A change to the skills on a Work Type will affect the required skill on Work Orders previously created from that Work Type.

A Work Order inherits the Work Types required skills; however, the user has the ability to add/remove skills on the Work Order.

An existing Work Order Line Item will inherit the required skill of a Work Type, regardless of any existing required skills.

A Work Order Line Item will inherit their parent Work Order’s Work Type Skills, and the user is unable to make additional changes.

Page 3 of 12

21. A Dispatcher is notified of a local power outage. All service appointments in the affected area must be rescheduled to a different day.

How should the dispatcher update the service appointments?

Create a map polygon of the affected area to select service appointments for rescheduling.

Create a report to identify service appointments in the area and notify service resources.

Push reschedule notifications to service resources using the field service lightning mobile app.

Configure a new scheduling policy to change service appointments.

22. Universal Containers performs multi-staged jobs, where the second job can only begin after

completion of the first job .

How should a Consultant recommend implementing this process?

Create two Service Appointments, set the Related Service Appointment and Time Dependency.

Create one Service Appointment with the total duration of the two jobs and assign two Resources.

Create two Service Appointments and schedule them to the same Resource.

Create one Service Appointment and schedule it to two different Resources.

23. Universal containers wants to assign service appointments based on the polygon of the child service Territory in the hierarchy.

How should a consultant assign service appointments to the polygon?

Set the polygon assignment policy to the highest level.

Set the territory assignment policy to the highest level.

Set the territory assignment policy to the lowest level.

Set the polygon assignment policy to the lowest level.

24. Universal Containers wants their Technicians to record an Asset Number using a barcode scanner when completing Work Orders .

What field types should be configured to capture this information?

Barcode

Formula

Text

Number

25. Universal Containers wants to ensure that only Field Technicians with a specialized certification are sent Work Orders of a specific type. In which two ways can a Consultant ensure the correct Resources are assigned to Work Orders? Choose 2 answers.

Implement Work Types and Skill Assignments.

Implement Assignment Rules and Work Orders.

Assign Skills and Skill Levels to Users.

Assign Skills and Skill Levels to Resources.

26. northern trail outfitters (NTO) wants to improve costume satisfaction by setting expectations around upcoming appointments.

When designing the costume service representative’s user interface, in most cases which tow fields should be shared with the costumer about an upcoming appointment? Choose 2 answers

scheduled end

arrival window starts

arrival window end

scheduled start

27. Universal Containers is tracking customer issues in their call center. Sometimes this requires a technician to be on site at the Customer’s location .

What set of steps should a Consultant recommend to dispatch the technician?

Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.

Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.

Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.

Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.

28. Universal Containers' (UC) Technicians identify and complete additional work when they are at a customer site. UC wants to track the additional work using the Salesforce Field Service mobile app.

How should the Consultant meet this requirement?

Add the Work Order Line Item related list to the Work Order page to allow creation of additional line items.

Create a Quick Action to create a Work Order Line Item. Add a Quick Action to the Work Order Layout.

Create a Visualforce page to create Work Order Line items. Add a Visualforce page to the Work Order Layout.

Add the Work Order related list to the account to allow creation of additional line items.

29. The Dispatcher at Universal Containers would like to schedule Service Appointments from the Dispatcher’s Console while taking the Scheduling Policy into consideration .

Which three options are available to the Dispatcher? Choose 3 answers

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

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

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

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

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

30. An employee at Universal Containers performs the role of a Dispatcher and a Technician.

How should a Consultant configure Salesforce Field Service to support this behavior?

Create one Service Resource and assign the relevant Permission Set Licenses.

Create one Service Resource and assign the Technician and Dispatcher role.

Create two Skills records and assign them to the Service Resource record.

Create two Service Resources and assign them to the employee.

Page 4 of 12

31. A Technician is onsite where there is no connectivity and is required to capture the customer’s signature .

What is the appropriate order of operations as the Technician goes back online?

Deliver Service Report, capture signature, update records, sync device.

Capture signature, sync device, update record, deliver Service Report.

Deliver Service Report, update record, sync device, capture signature.

Capture signature, update record, sync device, deliver Service Report.

32. Universal containers products need to be traceable form the factory to customer sites. The products are installed using disposable kits.

How should the consultant configure this?

Create the products and the installation kits as unsterilized inventory.

Create the products and the installation kits as serialized inventory.

Creak the products as serialized inventory and the installation kits as unsterilized inventory.

Create the products and the installation kits as a single serialized product.

33. When should both the Root Work Order and Root Work Order Line Item fields be added to page layouts?

When a service process dictates that there are two levels in a Work Order Hierarchy and two levels in the Work Order Line Hierarchy. (Parent Work Order can be used)

When a service process dictates that there is a single level in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.

When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.

When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than a single level in the Work Order Line Hierarchy.

34. An extreme whether situation impacts both the volume of work and number of available resources at universal container

Which approach should a consultant recommend to realign available resources with open work?

Resource Schedule optimization

Global optimization

Emergency scheduling

Customer first scheduling

35. At universal containers the service territory member’s time zone is one hour behind the service territory time zone

how should the consultant ensure proper scheduling and optimization for the member?

Add one hour to the start and end times on the service territory.

Add one hour to the start and end times on the service territory member’s operating hours.

Change the time zone on the service territory member’s user record to match the service territory’s time zone.

Subtract one hour from the start and end times on the service territory.

36. 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 2 answers

Leverage the match skills work rule when scheduling appointments

Create skills that relate to qualifications from setup and assign them to a service resource

Leverage the match skills scheduling policy when scheduling appointments

Create skills that relate to qualifications from the skills tab end assign them to a service resource

37. Which Work Rule should a Salesforce Field Service Consultant use to assign Service Resources based on related object records?

Required Resource

Match Field

Resource Availability

Extended Match

38. which two features on the dispatcher console should the consultant use to visualize rules violating service appointments? Choose 2 answers

Gantz

Gantt Map

Appointment List

Color Palettes

39. universal containers want to limit their technicians view of work orders and appointment in the field service lightning mobile app

What should a consultant recommend to control their technicians?

field sets

page layouts

mini page layouts

visual force page

40. Universal Containers has implemented a Flow that allows Technicians to replace faulty or damaged Assets directly from within the Salesforce Field Service mobile app.

Once a replacement has been made, where can the Asset Relationships be viewed?

Only the Primary Assets related list on the Asset object

Both the Primary Assets and Related Assets related lists on the Work Order object

Only the Primary Assets related list on the Work Order object

Both the Primary Assets and Related Assets related lists on the Asset object

Page 5 of 12

41. Universal container UC has 140 service resources who handle 2400 service appointment per day

How should UC define the service territories to ensure the high quality of optimization and dispatcher experience?

The service territories with fewer than 50 resource

One service territory with four polygons

Two service territories that split the service resource evenly

Five service territories with fewer than 500 service appointment per day

42. A Field Service Technician wants the ability to view a list of currently available parts on another Technician’s truck. The Technician will then have ability to request the part(s) from the other Technician .

What should a Consultant recommend to view and transfer parts between Technicians?

Build a solution to utilize the Work Order reporting module to view the truck stock and request transfer of stock.

Build a solution to view the Technician’s truck stock and create a custom process to request transfer to stock.

Build a solution to utilize the Parts transfer functionality to view the truck stock and request transfer of stock.

Build a solution to utilize the Asset inventory functionality to view the truck stock and request transfer of stock.

43. Universal Containers wants to allow Field Technicians to view work progress through the Work Order Line Item card in the Field Service mobile app .

How can this be supported?

Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.

Create a custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.

Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician’s profile.

Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through salesforce1.

44. time sheet entries can be associated to which two objects? Choose 2 answer

Work order line item

assigned resources

Service resource

Work order

45. universal containers are implemented field service lightning and wants to make sre the dispatch team receive work orders with appropriate resources and knowledge article requirement is defined

What should a consultant recommend to achieve this requirement?

skill requirement work type and case process

work type skill routing skill requirements operating house and data categories

case process work types and record types

work types and skill requirements

46. Dispatches at Universal Containers want to ensure the Resource being assigned to a Work Order has the correct training .

What should a Consultant implement to accomplish this requirement?

Set up Service Locations, Set up Location Skills, Define Work Types

Define Work Types, Define Work Order Status, Set up Resource Skills

Define Skills, Set up Skill Requirements, and Set up Resources Skills

Set up Skill Requirements, Define Work Types, Set up Routing Rules.

47. universal containers technician may be assigned to jobs with arrival window to meet the costumer appointment time preference technicians are also assigned to jobs without a preferred appointment time

In which two ways should the consultant define operation house to meet this requirement? Choose 2 answers

When service resources are available for work

The maintenance plan for account

The due date of the service appointment

The time slots for appointment booking

48. 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 2 answers

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.

Create the work skills using Setup. Manually assign the skills to Service Resources.

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.

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

49. Universal Containers is experiencing an issue where Technicians are repeatedly called back to a job that has been completed in the past .

How should a Consultant recommend this information be tracked?

Create a new Work Order and relate it to the previous Work Order.

Create a new Work Order and relate it to the Customer.

Update a field called “Repeat Call” on the initial Work Order.

Create new Work Order Line Items under the initial Work Order.

50. Universal containers has a large volume of cancellations occurring on their Work Orders. The COO wants to manage Work Order cancellations and subsequent follow-ups .

Which two options should a Consultant recommend? Choose 2 answers.

Change the Work Order with a closed status of “Cancelled.”

Change the Work Order with a status of “New.”

Re-use the existing Work Order for the follow-up.

Create a child Work Order for the follow-up Work Order.

Page 6 of 12

51. Universal Containers (UC) wants to generate Work Orders from their Customer Service Cases. UC would like the Work Order to be linked to the Case and have the Customer Service Representative select a pre-defined template for the Work Order within the Service Console .

Which two items should a Consultant recommend in order to achieve this? Choose 2 answers

Add the Work Order Quick Action on the Case.

Use Work Types to achieve pre-defined templates.

Add the Work Order Quick Action on the Account.

Use Record Types to achieve pre-defined templates.

52. Universal Containers has a call center that responds to requests from customers and schedules time for Field Service Engineers (FSEs) to perform work on assets owned by the client. Call Center Agents are responsible for booking appointments.

Which permission set license should be assigned to the Call Center Agents?

F5L Dispatcher License

FSL Resource License

FSL Admin License

FSL Agent License

53. universal container (uc) sells shipping Containers and container parts. UC wants to track each customer's container and associated part for field servicing, sales, and reporting purposes

Which solution should a Consultant recommend to relate the part to a customer container?

Add the container as an asset on account and make the part internal assets

Add the container as product on the account and part to the child product related list

Create a hierarchical relationship between the parent product container and the child part product

Create an asset hierarchy on account with container as root asset and part as the child assets

54. A dispatcher of a local power outage. All appointments in the affected area must be rescheduled to a different day

How should the dispatcher update the service appointment?

Create the report to identify the service appointment in the area of notified service resources.

Configure a new scheduling policy to change service appointment

Push reschedule notifications to service resource using the field service lightning mobile app

Create a map polygon of affected area to select service appointment for rescheduling

55. universal container wants to make to easier for its managers to monitor prevention maintenance work order using dispatcher console

Which two filtering options should manager use to find the appropriate work order? Choose 2 answers

The dispatcher console MAO and filter the list to show only desired service appointment

The prevention maintenance Gantt and filter the list to show only desired work orders

The dispatcher work order polygons and filters the list to show only desired service appointment

The dispatcher console appointment list and filter the list to show only desired service Appointment

56. When completing a Work Order in the field, the Technician needs to capture two signatures to ensure compliance.

Which steps are needed to configure the signature capture?

Create relevant Signature Types and add Signature Blocks to the Service Report Template.

Create two Service Reports and add one Signature Block to each Report.

Create a Flow that adds two Signature Blocks when the Service Report Is generated.

Create two custom fields for the Service Appointment and use Flows to capture each signature.

57. Each door lock that universal containers (UC) sells have 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 technician carry five replacement in their van stock

How should UC track the van stock door locks?

Create a product item for each door lock utilizing standard field

Create a product item with all the serial numbers in the noted section

Create a product item and enter a serial number in related list

Create a product item and enter technician lock quantity

58. Universal containers provides multiple service types (i.e., installation, maintenance, break/fix). Each service requires a variety of skills and certification for a resource to excel.

Which two configurations should a consultant implement to meet this requirement? Choose 2 answer

Assign the appropriate skills to resources.

Use work types with required skills.

Select the relevant work types for each resource.

Create multiple work order line items per service.

59. Service resources at universal container UC frequently work in more than one service territory the current scheduling policy looks only at primary territory while us still want to optimizer to use the service resource primary when scheduling, UC also wants the scheduling policy to look at the resources secondary services territory

Which two scheduling policy changes should a consultant recommend? Choose 2 answers

Includes the match territory work rule

Remove the match territory work rule

Select working location enable primary on the working territories work rule

Deselect working location primary on the working territories work rule

60. Universal Containers provides installation, repair, and consulting services. When Technicians complete the work, they need to provide different reports for the installation, repair, and consulting services .

Which two configurations should a Consultant recommend to meet this requirement? Choose 2 answers

Assets

Product Templates

Work Types

Service Report Templates

Page 7 of 12

61. how should the consultant recommend visualizing the highest revenue generating service appointments on the Gantt?

Add the relevant field to the field set.

Use map report layers.

Color code using Gantt palettes.

Create a Gantt action to highlight.

62. Universal Containers wants to help their dispatchers determine the length of time a Work Order should last .

What should the Consultant implement to help achieve this goal?

Work Types with an Estimated Duration.

Operating Hours for Customer Accounts.

Work Orders with Operating Hours.

Work Types with Service Level Agreement.

63. Universal Containers wants to have more control over the geography in which their Technicians are performing work .

What capability should a Consultant enable?

Service Territories

Geotracking

Territory Management

Location Management

64. Universal Containers wants their Field Technicians to indicate if any of their Service Appointments are at risk of not being completed on time. They would like for this to be achieved on a mobile device using a Quick Action .

What should a Consultant recommend to achieve this requirement?

Update the Service Appointment Status field.

Update the Service Appointment field "In Jeopardy."

Update the Service Appointment Chatter feed.

Reschedule the Service Appointment for later.

65. Universal Containers wants to track the total associated price when servicing Work Order for customers .

Which two of the following should a Consultant recommend? Choose 2 answers

Use Work Order and Work Order Line Items.

Use the Einstein Pricing Configurator.

Set up Products and Price Books.

Use a custom object to model the Work Order pricing.

66. Universal container want to offer customers a maintenance plan that provides 12 monthly checkups the customer will call to schedule each visit

How should consultant configure the maintenance plan to meet the requirements

Set frequency to 1 month; generation time frame 0; Check auto generate work order

Set frequency to 1 month; generation time frame 0; uncheck auto generate work order

Set frequency to 1 month; generation time frame 12; uncheck auto generate work order

Set frequency to 1 month; generation time frame 12; Check auto generate work orderc

67. Universal container want technician using the field service lightning mobile app to indicate when service appointment is at risk

What should be a consultant recommended to meet the requirements?

Adjust the scheduled end field on the service appointment

Change the status field on the service appointment

Update the in-jeopardy field on the service appointment

Post the service appointment chatter feed

68. Universal Containers wants to invoice its Customer for the parts used when performing repairs on installed Assets .

What should a Consultant recommend to track the price of the parts consumed?

Use Opportunity Line Items and Price Books to track the price.

Use Products and Price Books to track the price.

Use Assets and Products to track the price.

Use a custom object to model the Work Order pricing and price.

69. Universal Containers (UC) has enabled Salesforce Field Service and installed the managed package. UC wants to ensure that Technicians can update their own appointments’ status using the Dispatcher console Gantt chart.

Which steps should the Consultant take to meet these requirements?

Create Permission Sets and assign the Salesforce Field Service Mobile Permission Set to Service Resources.

Create Permission Sets and assign the Salesforce Field Service Admin Permission Set to Service Resources.

Create Permission Sets and assign the Salesforce Field Service Scheduling and Mobile Permission Sets to the Resource profile.

Create Permission Sets and assign the Salesforce Field Service Resource Permission Set and Scheduling license to each Technician.

70. Northern Trail Outfitters wants to improve overall responsiveness to customers.

Which Dispatch technique should the Consultant implement to provide the greatest schedule flexibility?

Enable Drip-feed to dispatch the next appointments.

Shuffle daily work manually via the Gantt.

Leverage Resource Schedule Optimization.

Configure the Auto Dispatch scheduled job.

Page 8 of 12

71. What are the two benefits of using field service lightning apps instead of Salesforce mobile apps? Choose 2 answers

Agents view of upcoming service appointment

Offline access to flow

Native customer signature capture

Customized navigation menu

72. A Field Service Technician wants to view a list of parts consumed during a given time period. The Technician will then use the data to replenish inventory on the truck .

Which three steps should a Consultant recommend to track the number of parts consumed? Choose 3 answers.

Build a report to view Products Consumed on Work Order Line Items.

Build a report using the Service Appointment Inventory module.

Build a report to view Products Consumed on Work Orders.

Build a report using the Work Order inventory module.

Build a report to view Inventory Transactions.

73. Containers wants to offer their Field Technicians a more limited view of Work Orders and Service Appointments in the Field Service mobile app compared to their Dispatchers .

What should a Consultant recommend so the Field Technician sees only the necessary fields?

Field Technician Page Layouts

Field Technician Visualforce Pages

Field Technician Field Sets

Field Technician Mini-Page Layouts

74. In the dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? Choose 3 answers

Google Traffic Data

Resource’s Home Base

Service Appointments

Resource’s Travel Speed

Service Appointment Dependencies

75. Northern Trail Outfitters wants to report on its Assets and reflect their attributes including hierarchical relationships.

How should the Consultant meet this requirement?

Use the Assets without Products report.

Enable and customize the View Asset Hierarchy action.

Create custom reports and reference the Parent Asset and Root Asset fields.

Use standard reports and reference the Parent Asset and Root Asset fields.

76. Universal Containers wants to offer customers a Maintenance Plan that provides 12 monthly checkups. The customer will call to schedule each visit.

How should a Consultant configure the Maintenance Plan to meet this requirement?

Set Frequency to 1 Month; Generation Timeframe of 12; check Auto-generate work orders.

Set Frequency to 1 Month; Generation Timeframe of 12; uncheck Auto-generate work orders.

Set Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work orders.

Set Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work orders.

77. when completing a work order in the field, the technician needs to capture two signatures to ensure compliance.

Which steps are needed to configure the signatures capture?

create two service reports and add one signature block to each

create relevant signature types and add signature blocks to the service report template.

create a flow that adds tow signature blocks when the service report is generated

create two costume fields for the service appointment and use flows to capture each signature

78. What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences?

Service Objectives and Work Types

Service Objectives and Work Rules

Service Levels and Work Rules

Service Contracts and Service Levels.

79. The Org-Wide Default sharing for a Service Appointment is set to Private.

If the Service Appointment is cancelled, which users will have visibility to the record?

Owner of Service Appointment and members of User Territory

Assigned Resources, Owner of Service Appointment and members of User Territory

Assigned Resources, Owner of Service Appointment and members of Service Territory

Owner of Service Appointment and members of Service Territory

80. Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only .

How can this be configured?

Include the Match Territory Work Rule in the Scheduling Policy.

Mark the Service Territory’s Resources as Required on the Service Appointments.

Ensure the Resource’s Address is in the same Match Territory as the Service Appointments.

Include the Resource Availability Work Rule in the Scheduling Policy.

Page 9 of 12

81. universal containers want 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?

Work order record types

Entitlements

Work types

Entitlement templates

82. A technician reported that the travel time calculated between appointments is often two short because job delays throughout the day.

Which setting should a consultant consider to improve travel time accuracy?

Minimum grade, default operating hour

Estimated travel time, minimize travel

Travel speed unit, actual travel time

Street level routing, Default travel speed

83. Technician often need to generate reports in customer language

Which configuration should the consultant recommend to meet the requirements?

Update the language of the current user

Update the default language of the organization

Add the language field to the contact page layouts

Add the service report language field to the work order page layout

84. universal container is implementing work order management to better the support its clients Choose 2 answers

Create work skills using the fsl lightning Managed package wizard. Assign the skills to service resources. And the skill to work type and work order

Create the work skill using setup. Manually assign the skills to service resources

Create the work skills using the FSL lightning web component. Assign the skill to service resources add the skill to work type

Create the work skills using the guided setup wizard. Assign the skill to service to service resources using guided setup

85. Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require expedited on-site service .

How should a Consultant recommend UC handle unplanned service during times of severe weather?

Configure a new Service Level for immediate assignment.

Postpone all lower-priority jobs and extend Due Dates.

Manually flag Service Appointments as “In Jeopardy” due to weather.

Configure Emergency Policy and use the Emergency Wizard.

86. Universal Containers is expecting the amount of work to increase significantly over the next

three weeks. They have decided to engage a new third-party Contract Provider to help with the additional work .

How should a Consultant recommend Configuring the new Contractor?

Create a Capacity-based Resource and delete that Resource after three weeks.

Create a Resource and give them 24-hour availability for the next three weeks.

Create a Capacity-based Resource and give them 24-hour availability for the next three weeks.

Create a Capacity-based Resource and give them Capacity for the next three weeks.

87. universal container technicians have 12 mandatory company holidays each calendar year. Technician need view all of their absence records at once

Which two applications should a consultant recommend to meet this requirement? Choose 2 answers

Salesforce browser-based applications

Custom mobile applications

Field service lightning mobile applications

Salesforce mobile applications

88. Universal Containers wants ensure that inventory needed for repair jobs is tracked and managed so Technicians have the material for their jobs .

Which two ways should a Consultant recommend tracking these inventory requirements in Salesforce? Choose 2 answers

Products Required for Service Resources

Products Required for Service Appointments

Products Required for Work Order Line Items

Products Required for Work Orders

89. Universal Containers has Role-based Technicians and Managers who handle Service Appointments. Many times, Technicians arrive on-site but are unable to gain access to the customer’s equipment. In this scenario, only the Manager has permission to cancel the Service Appointment .

How should a Consultant recommend adhering to this business process?

Assign Permission Sets that allow Status Transitions.

Allow Status Transitions based on Role.

Limit Status Transitions based on Profile.

Configure Status Transitions based on Resource Type.

90. Universal Containers typically performs installs, break-fix, and inspections for all clients. The Service Manager wants to create a template for common work requests .

What should a Consultant implement to assist the dispatch team?

Work Order Record Types for Break-fix, Install, and Inspection.

Work Type Line Items for Install, Break-fix, and Inspections.

Work Types and Skill Requirements for Install, Break-fix, and Inspections.

Work Order custom fields to define Install, Break-fix, and Inspections.

Page 10 of 12

91. Universal Containers has Resources working in multiple countries and time zones. Each country has different holidays and working hours as allowed by law .

What should a Consultant recommend to implement these parameters with the most flexibility possible?

Work Types, Resource Availabilities, and Operating Hours

Service Territories, Resource Capacity, and Business Hours

Service Territories, Operating Hours, and Resource Absences

Skills, Operating Hours, Time Slots, and Holidays.

92. Universal Containers sells widgets with multiple components. Based on a problem reported by a customer, one or more of the components need to be replaced.

What should a Consultant recommend to accurately record the required work?

Service Appointments and Service Appointment Line Items

Work Orders with Products Consumed

Work Orders with Work Order Line Items

Work Orders with Service Appointments

93. A customer support agent handles an in C bound case that requires a repair of an industrial oven at a busy restaurant. The work should be assigned to a repair technician in the area, even if the technician is currently working on another assignment .

Which scheduling action should the consultant recommend to the customer support agent?

Emergency

Appointment booking

Fill-in schedule

Get candidates

94. Universal Containers has enabled Field Service Lightning and is looking to enable Entitlements for Work Orders .

What should a Consultant take into consideration?

Managing page layouts and milestone trackers can be done in salesforce1.

Creating Entitlements for Cases and Work Orders must be separated.

Managing page layouts and validation rules can be done in Salesforce Lightning.

Creating Entitlements for Work Orders requires Lightning to be enabled.

95. Universal Containers UC wants to ensure that technicians enter required

information only once when completing work orders on the field service lightning

mobile app. The information entered by technicians need to also update the service

appointment and the case that are associated to the work order.

What should consultant leverage to ensure the right data is captured from the field

service lightning mobile app?

Lightning component with required field to update the case, work order and service appointment

Quick actions on cases, work orders and service appointment with required fields

Quick action on the work order and flow to update the case and service appointment

Process builder on case to update the service appointment and work order

96. Universal Containers wants to track the work that is performed on the customer's install base.

What object relationship should the Consultant focus on to meet this requirement?

Products to Accounts

Assets to Products

Work Orders to Assets

Work Orders to Products

97. Which three overview cards does the Field Service mobile app provide as context to

Technicians on upcoming Service Appointments? (Choose three.)

Product Catalog

Site Details

Asset History

Contact

Address

98. Universal Containers’ (UC) Technicians often report seeing competitor’s assets when on-site. UC would like to run a report on which of their customers have competitive assets .

How should a Consultant recommend meeting this requirement using the Field Service mobile app?

Manually create a competitor’s Asset Record on the Field Service mobile app.

Use a Quick Action to create a competitor Asset Record on the Field Service mobile app.

Use a Quick Action to create a Note to explain the competitor’s Asset and attach it to the Work Order.

Use a Macro to create a competitor Asset Record on the Field Service mobile app.

99. Universal Containers provides 24/7 service support to its customers. However, their Field Service Technicians have specified working hours .

Which two items should the Consultant create? Choose 2 answers.

Create operating hours for the Service Appointment.

Create operating hours for the Service Resource.

Create operating hours for the Optimization Engine.

Create operating hours for the Service Territory.

100. Which configuration can Universal Containers use to brand the Salesforce Field Service mobile app?

Company style sheets

Company colors

Company logo

Company address

Page 11 of 12

101. Northern Trail Outfitters (NTO) wants to automatically dispatch a Technician's next two Service Appointments after the Technician completes their current Service Appointment. NTO wants to be consistent across all of the Service Territories and control the number of Service Appointments that are pushed to the Technician.

What automated processing should the Consultant configure upon Work Order completion to dispatch the next two Appointments?

Create an Apex Trigger.

Build a Workflow Rule.

Enable Drip feed Dispatch.

Configure an Auto Dispatch Scheduled Job.

102. Geolocation tracking is enabled for universal container's for technician but

should apply to full time employees

How can Geolocation tracking for contractors to be disabled?

Add the exclude technician from Geolocation tracking permission to a permission set and assign it to a contractor

Unchecked the collect service resources Geolocation history field in field service mobile settings

Unchecked the geocoding field on the contractor's profile

Set the Geolocation update frequency field to zero for contractors

103. Universal Containers has implemented a Knowledge solution to provide Field Technicians with information necessary to complete assigned work .

Which two capabilities will now be available?

Attach Knowledge Articles to Work Order Line Items Only.

Manage Attached Articles and Search the Knowledge Base.

Attach Articles to Work Orders and Work Order Line Items.

Include Quick Actions and Global Actions in Attached Articles.

104. some technicians report that they are unable to login to the field service lightning mobile app. The Consultant confirmed that the technician has field service lightning resource license and field service lightning resource permission assign to them

How should a consultant provide access to FSL mobile app?

Assign a permission set

Modify the user profile

Update the public group membership

Modify the user record

105. Universal Containers Just started its Field Service Implementation and is configuring Service Territories and Locations. The Locations need to be associated to Territories.

In which two ways should the Consultant show this relationship? Choose 2 answers

Add the Service Territory Location Related List on the Service Territory page layout.

Add the Service Territory Location Related List on the Location page layout.

Create the Service Territory Location as a Location lookup field.

Create the Service Territory Location as a Service Territory lookup field.

106. Universal Containers is implementing Field Service Lightning in multiple European Countries, where pricing varies by product .

Which two options should a Consultant recommend when considering the setup and configuration of Price Books?

Utilize Standard Global Service Price Book Entries.

Utilize multiple country-specific Price Books.

Utilize country-specific Price Book Entries.

Utilize the standard Salesforce Price Book.

107. universal containers have a call center that responds to requests from customers and schedules time for field service engineers (FSEs) to perform work on assets owned by the client. Call center agents are responsible for booking appointments

Which permission set license should be assigned to the call center agents?

FSL dispatcher license

FSL agent license

FSL admin license

FSL resource license

108. Universal Containers (UC) is using Field Service and has customer meetings at UC’s offices. When booking meetings, they would like them to begin on hour, every hour, between 9am-5pm .

How can this be achieved?

Use Territory-specific Operating Hours.

Use Customer Operating Hours.

Use Multiple Operating Hours with Slots for each hour.

Use Exact Appointments on the Work Types.

109. universal containers wants to provide a view of emergency work that is only visible to dispatchers

What should the consultant do to meet the requirement?

Custom gantt filter

Custom lightning component

Custom report in a private report folder

Custom list view

110. Universal Containers (UC) wants to deploy Knowledge to its field team.

How should UC ensure its Technicians can access Knowledge Articles offline?

Write a workflow that associates Articles to Work Orders based on a picklist on the Work Order.

Use Work Types to assign associated Articles to Work Orders.

Use the Salesforce mobile app with deep linking to the Salesforce Field Service mobile app.

Create a custom mobile app that syncs articles based on Service Appointment assignments.

Page 12 of 12

111. universal containers wants to track when technicians need to visit a customer site multiple times to resolve an issue.

How should a consultant configure this using a single work order?

Create a new work order line item for each site visit.

Create a new product consumed for each site visit.

Create a new child work order for each site visit.

Create a new service appointment for each site visit.

112. universal container provides installation services for each of its products. Each product requires different number of times, and a different sets of installation tasks

How should a consultant configure field service lightning to support this service ?

Use the work type to define the installation services for each product- use work order to track work for each customer - use service appointment to assign the work

Use cases to define the installation services for each product - use service appointment to track the work for each customer- use work order to assign the work

Use service appointment to define the installation services for each product - use work order to track order for each customer use task to assign the work

Use work order to define the installation services for each product use work type to each work - use work type to track work for each customer - use service appointment to assign the work

Salesforce Field Service Lightning Consultant Exam Updated Questions

Author