Salesforce Certified Field Service Consultant Practice Test - Questions Answers, Page 3
List of questions
Question 21
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When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there are no milestones listed when viewing the record.
How should this issue be resolved?
Explanation:
An entitlement process is a timeline that shows every step and milestone involved in delivering support to a customer. To use milestones on work orders, a separate entitlement process associated to the work order object must be created and activated. Modifying the user's profile, updating public group membership, or assigning a Field Service Mobile License to the user would not enable milestones on work orders.
Reference: https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.entitlements_process_create.htm&type=5
Question 22
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Some Technicians report that they are unable to log in to the Salesforce Field Service mobile app. The Consultant confirmed that the Technicians have the Salesforce Field Service Resource License and Salesforce Field Service Resource Permissions assigned to them.
How should a Consultant provide access to the Salesforce Field Service mobile app?
Explanation:
To provide access to the Salesforce Field Service Mobile App, the user's profile must have the Field Service Mobile permission enabled. Updating Public Group membership, assigning a Field Service Mobile License to the user, or modifying the user record would not grant access to the mobile app.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_permissions.htm&type=5
Question 23
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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?
Explanation:
To perform multi-staged jobs, where the second job can only begin after completion of the first job, two service appointments can be created and linked by setting the Related Service Appointment field on the second service appointment to point to the first one, and setting the Time Dependency field to After Previous. Creating one service appointment with the total duration of the two jobs and assigning two resources would not ensure that the second job starts after the first one. Creating two service appointments and scheduling them to the same resource or creating one service appointment and scheduling it to two different resources would not create a dependency between the jobs.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_appointment_dependencies.htm&type=5
Question 24
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Universal Containers wants Technicians using the Salesforce Field Service mobile app to indicate when Service Appointments are at risk of late completion.
What should a Consultant recommend to meet this requirement?
Explanation:
The In Jeopardy field on the Service Appointment is a checkbox that indicates whether a service appointment is at risk of late completion based on travel time and service duration calculations. Technicians can update this field using the Field Service Mobile App to alert dispatchers and managers of potential issues. Posting to the Service Appointment Chatter feed, changing the Status field on the Service Appointment, or adjusting the Scheduled End field on the Service Appointment would not indicate that a service appointment is in jeopardy, but would communicate other information such as comments, progress, or rescheduling.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_overview.htm&type=5
Question 25
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How should a Consultant configure Salesforce Field Service to ensure agents and dispatchers can quickly create Work Orders with the appropriate materials?
Explanation:
Work Types are templates that define the duration, skills, and products required for a work order or work order line item. By creating Work Types with Products Required, agents and dispatchers can quickly create Work Orders with the appropriate materials. Creating Work Types with Products Consumed or Products Required would not populate products on Work Orders automatically, but would require manual entry or consumption by technicians. Creating Work Types and Locations would not affect products on Work Orders, but would affect scheduling and optimization of service appointments.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5
Question 26
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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
Explanation:
The match territory work rule is used to match service appointments to service resources based on their assigned territories. Deselecting working location primary on the working territories work rule allows considering secondary territories as well as primary territories when matching service appointments to service resources. Removing the match territory work rule would ignore territories when scheduling service appointments. Selecting working location enable primary on the working territories work rule would only consider primary territories when matching service appointments to service resources.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_work_rules_overview.htm&type=5
Question 27
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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
Question 28
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Universal Containers wants to assign Service Appointment based on the Polygon of the child service territory in the hierarchy.
How should a Consultant assign Service Appointments to the Polygon?
Explanation:
Polygons are geographic areas that define service territories for scheduling and optimization purposes. The Polygon Assignment Policy determines which polygon in a service territory hierarchy is used to assign service appointments to service resources based on their location or skills.Setting it to the Lowest Level ensures that service appointments are assigned based on the polygon of the child service territory in the hierarchy1.Setting it to the Highest Level would use the polygon of the parent service territory in the hierarchy1. The Territory Assignment Policy determines which territory in a hierarchy is used to filter available resources for scheduling.It does not affect polygon assignment.
Reference:1https://help.salesforce.com/s/articleView?id=sf.fs_polygons_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_territories_overview.htm&type=5
Question 29
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Universal Containers wants to track Technicians' van stock using the Salesforce Field Service mobile app a ensure that Technicians report when parts are used.
Which three data elements should a Consultant recommend tracking to support these requirements?
Choose 3 answers
Explanation:
Inventory is used to track product quantities in different locations such as warehouses or vans. Products Consumed are used to report when parts are used by technicians during service appointments and adjust inventory levels accordingly. Mobile Locations are used to track inventory in technicians' vans or trucks using geolocation data from their mobile devices. Warehouse Locations are used to track inventory in fixed locations such as warehouses or depots using address data from their records. Products Required are used to request products from inventory for a service appointment, but do not ensure that technicians report when parts are used.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_inventory_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_mobile_locations_overview.htm&type=5
Question 30
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Universal Containers wants service managers to quickly Identify location and status changes in the lifecycle of a specific component in a customer's install base.
What should a Consultant utilize to track the lifecycle?
Explanation:
Field History Tracking on Assets allows tracking location and status changes in the lifecycle of a specific component in a customer's install base by recording the date, time, nature, and user of each change. A Work Order related list on Assets would show the work orders associated with an asset, but not the location and status changes of the asset. A custom installation date field on Products Consumed would show when a product was installed, but not the subsequent changes in the asset lifecycle. A Product related list on Assets would show the products related to an asset, but not the location and status changes of the asset.
Reference: https://help.salesforce.com/s/articleView?id=sf.tracking_field_history.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_products_consumed.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_products.htm&type=5
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