Salesforce Certified Field Service Consultant Practice Test - Questions Answers, Page 11
List of questions
Question 101
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To prepare for an upgrade, a mobile technician creates a product request for three circuit boards to be sent from the main warehouse to the customer site. The completed job needs two of the boards. Which two Field Service tools should the technician use to return the unused circuit board to the warehouse? Choose TWO answers
Explanation:
The technician would use a Return Order to create a return for the unused circuit board. The Return Order would specify the quantity of the product being returned, the reason for the return, and the shipping address. The technician would then use a Product Receipt to record the receipt of the returned product. The Product Receipt would specify the quantity of the product received, the condition of the product, and the location of the product.
The other two options are incorrect because they are not used to return products. A Work Order is used to track the work that needs to be done on a product or service. A Product Transfer is used to move products from one location to another.
Question 102
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Universal Containers's Dispatchers want to visualize the planned travel route for a Technician during their shift.
Which feature should the Consultant recommend to meet the requirement?
Explanation:
This option allows visualizing the planned travel route for a technician on a map, based on the street-level directions and traffic conditions.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_street_level_routing.htm&type=5
Question 103
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Universal Containers (UC) 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 parts used, and time spent on each machine when dispatching a Technician.
How should the Consultant meet these requirements?
Explanation:
This option allows tracking the required work for each machine separately, and scheduling a service appointment for each work order line item.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5
Question 104
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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 TWO answers
A, Create a new Work Order and Service Appointment.
Explanation:
Creating a new Service Appointment on the original Work Order is the best option because it will allow Universal Containers to track the work that was done on the initial visit and the work that needs to be done on the return visit. Rescheduling the Service Appointment for the new date is also a good option because it will allow Universal Containers to track the date and time of the return visit.
The other two options are not as good because they will not allow Universal Containers to track the work that was done on the initial visit. Creating a new Work Order and Service Appointment would create a new record for the return visit, which would not be linked to the original Work Order. Rescheduling the Work Order for the new date would reschedule the entire Work Order, including the initial visit, which would not be accurate.
Question 105
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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?
Explanation:
This option allows booking appointments, creating work orders, and viewing work types and work rules, which are the tasks that call center agents are responsible for.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_permission_sets.htm&type=5
Question 106
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Which two objects are required when configuring an optimization job? Choose 2? answers
Explanation:
These two objects are required when configuring an optimization job, as they define the scope and the criteria for the optimization process.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_optimizer_overview.htm&type=5
Question 107
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Universal Containers (UC) wants to ensure that Technicians enter required information only once when completing Work Orders on the Salesforce Field Service mobile app. The information entered by Technicians needs to also update the Service Appointment and the Case that are associated to the Work Order.
What should a Consultant leverage to ensure the right data is captured fram the Salesforce Field Service mobile app?
Explanation:
This option allows capturing the required information on the work order and updating the related case and service appointment records using a flow.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_mobile_quick_actions.htm&type=5
Question 108
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Which two considerations impact the scheduled timeframe of Multi-day Work?
Choose 2? answers
Explanation:
These two considerations impact the scheduled timeframe of multi-day work, as they affect the availability and capacity of the resource assigned to the work.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_multi_day_work.htm&type=5
Question 109
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Universal Containers's Technicians have 12 mandatory company holidays each calendar year. Technicians need to
view all of their absence records at once. Which two applications should a Consultant recommend
to meet this requirement? Choose ? answers
Explanation:
These two applications allow viewing all of the absence records at once, as they support displaying related lists on objects such as service resources or service territories.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_absences_overview.htm&type=5
Question 110
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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 ? answers
Explanation:
These two ways allow dispatching the appropriate technicians based on customer feedback, as they allow defining which resources are preferred or avoided by customers or accounts.
Reference: https://help.salesforce.com/s/articleView?id=sf.fs_resource_preferences.htm&type=5
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