Field-Service-Consultant Salesforce Certified Field Service Consultant (SP24) Dumps
If you are looking for free Field-Service-Consultant dumps than here we have some sample question answers available. You can prepare from our Salesforce Field-Service-Consultant exam questions notes and prepare exam with this practice test. Check below our updated Field-Service-Consultant exam dumps.
DumpsGroup are top class study material providers and our inclusive range of Field-Service-Consultant Real exam questions would be your key to success in Salesforce Field Service Lightning program Certification Exam in just first attempt. We have an excellent material covering almost all the topics of Salesforce Field-Service-Consultant exam. You can get this material in Salesforce Field-Service-Consultant PDF and Field-Service-Consultant practice test engine formats designed similar to the Real Exam Questions. Free Field-Service-Consultant questions answers and free Salesforce Field-Service-Consultant study material is available here to get an idea about the quality and accuracy of our study material.
Sample Question 4
Universal
Containers needs a team to perform periodic maintenance on the most complex products.
Which feature should the
Consultant configure to meet this requirement?
A. Required Resource
B. Preferred Resource C. Service Crew D. Technicians with Required Skills
Ursa Major
Solar would like the technician who performed a customer's initial installation
to also perform any subsequent service calls.
Which two actions
should the field service administrator take to configure field service to
ensure the installation technician is assigned to subsequent service calls?
Choose 2 answers
A. Create
a child work order for maintenance on the original installation work order.
B. Add the preferred resource service objective to the scheduling policy. C. Add the technician as the required resource on the service appointment. D. Add the technician as a preferred resource on the account record.
Answer: B,D Explanation
These are two
actions that can help ensure that the technician who performed a customer’s
initial installation is also assigned to subsequent service calls. A preferred
resource is a resource that has a preference or affinity for working with a specific
account or service territory. A preferred resource service objective is a
service objective that prioritizes resources that are preferred for an account
or service territory. By adding the technician as a preferred resource on the
account record, and adding the preferred resource service objective to the
scheduling policy, the system can assign the technician to future service
appointments for that account. References:
https://help.salesforce.com/s/articleView?id=sf.fsl_preferred_resources.htm&type=5https://help.salesforce.com/s/articleView?id=sf.fsl_service_objectives.htm&type=5
Sample Question 6
Which two reports
should a Consultant build to track the number of parts used by a Technician
during a given time period? Choose 2 answers
A. Service
Appointment inventory
B. Products Consumed on Work Order Line Items C. Work Order inventory D. Products Consumed on Work Orders
Universal
Containers currently tracks its customers' entitlements to support utilizing
Salesforce Service Cloud. Service calls that require a Technician to go to the
customer's location require the creation of a Work Order.
Once the Agent
confirms that the customer and product are eligible for on-site support, a Work
Order is manually created.
On which object should the
Consultant define a Quick Action to create the Work Order?
A. Entitlement
B. Opportunity C. Case D. Contact
Answer: C Explanation
A quick action is used to create a record from another record with
predefined field values. By defining a quick action to create a work order from
a case, the agent can easily create a work order for on-site support after
verifying the customer’s entitlement and product.
References:
https://help.salesforce.com/s/articleView?id=sf.fsl_quick_actions.htm&type=5
Sample Question 8
Universal
Containers wants their Technicians to create an additional visit to complete
unfinished work within the Salesforce Field Service mobile application.
Which approach should a
Consultant recommend to meet the requirement?
A. Define
a Visualforce page that creates a new Service Appointment record.
B. Define a Quick Action that creates a new Work Order record. C. Define a Quick Action that creates a new Service Appointment record. D. Define
a Visualforce page that creates a new Work Order record.
Answer: B ExplanationSoft Boundaries
and Customer First are two default scheduling policies that meet the
requirement of committing preferred resources to accounts and providing prompt
service. Soft Boundaries prioritize resources that are assigned to the same
account or service territory as the service appointment. Customer First
prioritize resources that have the highest customer satisfaction rating.
References:
https://help.salesforce.com/s/articleView?id=sf.fsl_scheduling_policies.htm&type=5
Sample Question 9
Universal
Containers occasionally needs to use two Technicians to complete a job, however
the Technicians can be onsite at different times.
How should a Consultant
implement this process?
A. Create
two Service Appointments and assign two different Resources.
B. Create one Service Appointment and add two Required Resources. C. Create one Service Appointment and schedule two Resources. D.
Create two Service Appointments and set the Early Start to the Start Time of the first Service Appointment.
Answer: A ExplanationThis option
should be recommended to implement this process, as it allows scheduling two
technicians to complete a job at different times by creating two separate
service appointments and assigning them to different resources. References:
https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5
Sample Question 10
Which
three factors should a Consultant consider when configuring routing? Choose 3 answers
A.
Configure Schedule Policy by modifying Work
Rules and Service Objectives.
B. Configure the Resource Availability Work Rule to calculate travel at the expense of the resource and breaks. C. Default Travel Speed is used only if a different travel speed is null on the resource. D. A straight line is used to compute the shortest distance between two locations if Street Level Routing is enabled. E. Set Auto Schedule to True upon creation of the Service Appointment.
Answer: A,B,C Explanation
These are three factors that should be considered when
configuring routing. Routing is the process of finding the best resource for a
service appointment based on various criteria and constraints. A schedule
policy is used to define the
routing preferences and rules for a service territory or operating hours. A
work rule is used to define a scheduling constraint or preference for a service
appointment or a resource. A service objective is used to define a scheduling
goal or metric for a service appointment. The Resource Availability work rule
is used to calculate travel time and breaks as part of the resource’s
availability. The Default Travel Speed is used to estimate the travel time
between locations if a different travel speed is not specified for the
resource.
Universal
Containers has dispatchers who can set up new territories, define new schedule
policies, and control settings on the Gantt chart.
In addition to Field Service
Lightning Dispatcher Permissions and the Field Service Lightning Dispatcher License, which permissions should
a Consultant assign to the dispatchers?
A. Field
Service Lightning Mobile License
B. Field Service Lightning Admin Permissions C. Field Service Lightning Scheduling License D. Field Service Lightning Standard Permissions
Answer: B Explanation
Field Service
Lightning Admin Permissions are required to set up new territories, define new
schedule policies, and control settings on the Gantt chart. These permissions
allow users to access and modify field service settings and objects.
References:
https://help.salesforce.com/s/articleView?id=sf.fsl_permissions.htm&type=5
Sample Question 12
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. Work
Orders to Assets B.
Work Orders to Products
C. Products to Accounts D. Assets to Products
Answer: A ExplanationAssets 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
Sample Question 13
AW Computing
technicians use the field service mobile application exclusively since they are
always in the field. Due to frequent schedule changes, the technician should
only see one job at a time on the app.
How should the field service
administrator ensure this requirement is met?
A. Instruct
the dispatcher to only dispatch one work order to each technician at a time.
B. Set Send Appointment Notifications on Dispatch in the mobile settings to one. C. Enable drip feed to dispatch one service appointment per technician at a time. D. Set up auto dispatch to dispatch one work order for each technician at a time
Answer: C Explanation
Drip feed is a
feature that automatically dispatches service appointments to resources based
on predefined criteria and time intervals. By enabling drip feed, the system
can dispatch one service appointment per technician at a time, and adjust their
schedule accordingly.
References:
https://help.salesforce.com/s/articleView?id=sf.fsl_drip_feed.htm&type=5
Sample Question 14
The CFO for
Universal Containers wants Work Orders to remain open until the Customer
Service Report is signed.
Which two
configurations should a Consultant implement to prevent Work Orders from being
closed? Choose 2 answers
A. Custom
Work Order Escalation Rules
B. Custom Approval Process on Work Orders C. Custom Work Order Status D. Custom Validation Rule on Work Orders
AW Computing groups its technicians based on seniority. The newest techs
comprise Tier 1, move to Tier 2 after a year on
the job, and get assigned to Tier 3 after 3 years on the job. Resources with
more seniority should be considered for a job over resources with less
seniority.
How should the
field service administrator ensure this corporate policy is enforced
considering the Customer First scheduling policy is utilized consistently
except in emergency situations?
A. Create
a custom number field to capture the tier number on the service resource.
B. Create a queue for each tier group within each territory on the Service Appointment object. C. Use the Priority field on the service resource assigning Tier 3 techs the lowest number and Tier 1 techs with the highest number. D. Make a relevance group on the work rule to filter based on the tier number and add the rule to the policy.
Answer: D Explanation
A relevance group is used to filter resources based on a custom field
value. By creating a relevance group on the work rule to filter
based on the tier number,
the system can prioritize resources
with higher seniority
for a service appointment.References:
https://help.salesforce.com/s/articleView?id=sf.fsl_work_rules.htm&type=5
Sample Question 16
Universal
Containers performs maintenance and repairs on Assets in the field and wants to
increase first-time fix rates.
What should a Consultant
include when creating a Work Order?
A. Products
Required and Estimated Duration
B. Products Required and Skill Requirements C. Skill Requirements and Products Consumed D. Estimated Duration and Sen/ice Level Agreement
Answer: B ExplanationProducts required
and skill requirements are two fields that should be included when creating a
work order to increase first-time fix rates. Products required are used to
specify the products that are needed for the work order, and skill requirements
are used to specify the level of expertise that is needed for the work order.
By including these fields, the system can ensure that the technician has the
right parts and skills to complete the work order.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_work_orders.htm&type=5
Sample Question 17
Dispatchers at
Universal Containers want to ensure resources assigned to a Work Order have the
appropriate level of expertise.
What should a Consultant
implement to accomplish this requirement?
A.
Define Work Types, Define Work Order Status,
Set up Resource Skills
B. Set up Skill Requirements, Define Work Types, Set up Routing Rules C. Define Skills, Set up Skill Requirements, Set up Resource Skills D. Set up Service Locations, Set up Location Skills, Define Work Types
Answer: C Explanation
Skills are used
to define the level of expertise that a resource has for a specific type of
work. Skill requirements are used to define the level of expertise that a
service appointment needs. Resource skills are used to assign skills to
resources. By setting up these components, the system can match service
appointments with resources based on their skills.
References:
https://trailhead.salesforce.com/en/content/learn/modules/field_service_basics/field_service_skills
Sample Question 18
Universal
Containers tracks customer issues in its call center. Sometimes a Technician is
required at the customer's location to resolve the issue.
Which sequence of steps should
a Consultant recommend to dispatch the Technician?
A. Create
Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
B. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment. C. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment. D. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
Answer: C Explanation
This is the
recommended sequence of steps to dispatch a technician for a customer issue. A
case is created to track the customer issue, a work order is created to track
the work that needs to be done, a service appointment is created to schedule
the work, and a service appointment is dispatched to assign it to a technician.
References:
https://trailhead.salesforce.com/en/content/learn/modules/field_service_basics/field_service_work_or...
Sample Question 19
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.
Answer: B,C 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
Sample Question 20
Approximately 70%
of Universal Containers^ site visits are inspections and quotation sessions
that take roughly the same amount of time and set of resource skills to
complete. What should a Consultant
recommend to streamline the creation of these Work Orders?
A. Create
a child Work Order for each similar site visit.
B. Create Work Types for use on Work Orders. C. Create a standard set of Work Order Line Items. D. Create a work flow to clone the Work Order.
AW Computing
technicians handle different kinds of jobs, many of which involve installing or
replacing parts. Having the appropriate inventory is critical to completing the
jobs on time.
How should field
service be configured to ensure the parts required for a job are listed
correctly on the work order?
A.
Ensure the product items are available in inventory.
B. Include the required products in the work type. C. Add the product fields to the work order layout. D. Create a flow to add the products to the work order.
Answer: C ExplanationA quick action is used to create
a record from another record with predefined field values. By defining a quick action to create
a new service appointment from an existing one, the technician can easily
create an additional visit to complete unfinished work.
References:
https://help.salesforce.com/s/articleView?id=sf.fsl_quick_actions.htm&type=5
Work types are
used to define the standard duration and skills required for a specific type of
work. They can also include the required products that are needed for the work.
By including the required products in the work type, the system can
automatically add them to the work order when the work type is selected.
References:
https://help.salesforce.com/s/articleView?id=sf.fsl_work_types.htm&type=5
Sample Question 22
Universal
Containers wants to increase customer satisfaction by committing preferred
resources to accounts and providing prompt service.
Which two
default Scheduling Policies meet this requirement? Choose 2 answers
A. High Intensity B. Soft Boundaries C. Customer First D. Emergency Policy
Answer: B,C Explanation
Soft Boundaries
and Customer First are two default scheduling policies that meet the
requirement of committing preferred resources to accounts and providing prompt
service. Soft Boundaries prioritize resources that are assigned to the same
account or service territory as the service appointment. Customer First
prioritize resources that have the highest customer satisfaction rating.
References:
https://help.salesforce.com/s/articleView?id=sf.fsl_scheduling_policies.htm&type=5
Sample Question 23
Universal
Containers wants to ensure that Service Appointments are dispatched to Resources
from the same Service Territory only.
How can this be configured?
A.
Include the Match Territory Work Rule in the
Scheduling Policy.
B. Include the Resource Availability Work Rule in the Scheduling Policy. C. Mark the Service Territory's Resources as Required on the Service Appointments. D. Ensure the Resource's Address is in the same Territory as the Service Appointments.
Answer: A ExplanationAworkruleisusedtodefineschedulingconstraintsandpreferencesforserviceappointments.TheMatch Territory work
rule is used to ensure that service appointments are dispatched to resources
from the same service territoryonly.References:
https://help.salesforce.com/s/articleView?id=sf.fsl_work_rules.htm&type=5
Sample Question 24
Universal Containers provides prompt service and
has multiple service levels for different customers. Over 50% of
Service Appointments are created on the same day that they need to be
completed. As a result, a Technician's daily schedule can change multiple times
throughout the day.
Which method of dispatching
should a Consultant recommend implementing?
A. Automatically
Dispatch Service Appointments using Drip Feed.
B. Automatically change the schedule policy. C. Automatically change the status to Dispatched of all Service Appointments. D. Automatically schedule unscheduled services to available Resources.
Answer: A Explanation
Drip feed is a
feature that automatically dispatches service appointments to resources based
on predefined criteria and time intervals. By using drip feed, the system can
handle same-day service appointments and adjust the technician’s schedule
accordingly.
References:
https://help.salesforce.com/s/articleView?id=sf.fsl_drip_feed.htm&type=5
Sample Question 25
Universal
Containers wants to reduce its mean-time-to-service.
Which three Field
Service processes should a Consultant recommend to accomplish this goal? Choose
3 answers
A. Scheduling
B. Dispatching C. Customer Entitlements D. Adjust Scheduling Policy E. Knowledge Base
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.
The service
director at Ursa Major Solar would like to understand the effect that service
objectives have on the assignment of service appointments to service resources.
Where can the director view
service objective scores for potential appointment time slots?
A. Bulk
dispatch action
B. Book appointment action C. Candidates action D. Dispatch console
Answer: B Explanation
The book
appointment action is used to schedule a service appointment based on service
objectives and resource availability. The action displays a list of potential
time slots with service objective scores for each slot. The higher the score,
the better the slot meets the service objectives.
References:
https://help.salesforce.com/s/articleView?id=sf.fsl_book_appointment.htm&type=5
Exam Code: Field-Service-ConsultantExam Name: Salesforce Certified Field Service Consultant (SP24)Last Update: May 13, 2024Questions: 163
