FIELD-SERVICE-CONSULTANT Online Practice Questions and Answers

Universal Containers wants to automatically create Work order Line Items based on the products being serviced. How can this be achieved?

A. With Entitlement Templates

B. With Workflows

C. With Process Builder

D. With Work Order Types.

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?

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

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

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

D. 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.

A Consultant is helping Universal Containers define its mobile approach.

Which requirement would lead a Consultant to recommend the Salesforce Field Service mobile app instead of the Salesforce mobile app?

A. Support service processes with custom Lightning Components

B. Visibility of Technicians with geolocation tracking

C. Access to Lightning Knowledge articles

D. Manage mobile fields available through configuration

Universal Containers wants to prevent the lunch break from interfering with existing scheduled work.

How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1 PM?

A. Create a recurring Service Appointment.

B. Use the Resource Availability Rule.

C. Use appropriate Resource Operating Hours.

D. Create Resource Absences every day.

Universal Containers has negotiated two key SLAS: 1) initial response and 2) overall resolution of issues related to installed products. What combination of Salesforce features should a Consultant recommend to support this use case?

A. Assets and Entitlements.

B. Assets and Service Contracts.

C. Accounts and Service Contracts.

D. Accounts and Assets

Universal container provides multiple service types (i.e installation, maintenance, Break/fix). Each service requires a variety of skills and certification for resources to excel.

Which two configurations should a consultant implement to meet the requirements?

A. Use work type with required skills

B. Assign the appropriate skill to resource

C. Select the relevant work type for each resource

D. Create a multiple work order line per service

Universal Containers has discovered that many of its Technicians' initial visits require a return visit to complete the work. Which two approaches should a Consultant recommend to accurately track these visits? Choose 2 answers

A. Create a new Work Order and Service Appointment.

B. Reschedule the Work Order for the new date.

C. Reschedule the Service Appointment for the new date.

D. Create a new Service Appointment on the original Work Order.

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

A. Agents view of upcoming service appointment

B. Offline access to flow

C. Native customer signature capture

D. Customized navigation menu

Universal Containers performs service which may require more than one task on a Work Order. A Consultant has recommended Work Order Line Items to manage the task(s). What should be considered as part of this solution to ensure tasks are dispatched?

A. Work Order Line Items require a Case for the field technician to perform the work.

B. All Work Order Line items inherit the required Skills for the associated Asset.

C. Work Order Line Items require a Service Appointment for a field technician to perform the work.

D. Scheduled Work Order Line Items have to be completed on a daily basis or rescheduled the end of day.

Universal Containers (UC) uses Service Contract based Entitlements to determine their Service Level Agreements. UC would like to track adherence to Service Contract SLAS. Where would UC apply an Entitlement record to track the specific Service Contract SLAS?

A. Work Order Line Items

B. Service Contract

C. Work Order

D. Account