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Salesforce Certified Field Service Consultant Practice Test - Questions Answers, Page 9

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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?
Which three objects are associated to the Work Type? Choose 3 answers
Universal Containers (UC) wants to track the Asset lifecycle when equipment has been swapped out. What should a Consultant recommend to meet this requirement?
An agent has to create a Work Order for a complex installation. A Work Order 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 others are on the U.S. Price Book. Which solution should a Consultant recommend so the agent can meet this requirement?
Each door lock that Universal Containers (UC) sells has 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 Technicians carry five replacement units in their van stock, How should UC track the van stock door locks?
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
universal containers wants to report on the volume of products installed within a specific timeframe. Which solution should the consultant utilize to meet the requirement?
A mobile technician uses parts present in their van to complete an on-site customer installation. The technician has marked the service appointment and work order as completed. They want to record the parts used in completing the job and adjust their van stock. Where should the technician record this information?
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?
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

Question 81

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Universal Containers wants to identify which resources need more or fewer appointments.

Which Gantt chart filter option should a Consultant recommend to provide this information?

A.
Select Date Resolution on the Hours Tab.
A.
Select Date Resolution on the Hours Tab.
Answers
B.
Select Travel Time and Breaks as skills on the Skills Tab.
B.
Select Travel Time and Breaks as skills on the Skills Tab.
Answers
C.
Select Hours, Absences and Overtime on the Utilization Tab.
C.
Select Hours, Absences and Overtime on the Utilization Tab.
Answers
D.
Select Sort by Average Utilization on the Resources Tab.
D.
Select Sort by Average Utilization on the Resources Tab.
Answers
Suggested answer: D

Explanation:

Sort by Average Utilization is an option on the Resources Tab of the Gantt chart that allows sorting resources by their average utilization percentage[239]. Utilization is a metric that measures how much time a resource spends on service appointments compared to their total working hours[240]. Selecting Sort by Average Utilization on the Resources Tab would allow Universal Containers to identify which resources need more or fewer appointments by showing them how busy each resource is based on their utilization percentage[241]. Selecting Date Resolution on the Hours Tab would not allow Universal Containers to identify which resources need more or fewer appointments. Date Resolution is an option on the Hours Tab of the Gantt chart that allows changing how many hours are shown per column such as 1 hour, 2 hours, or 4 hours[242]. Selecting Travel Time and Breaks as skills on the Skills Tab would not allow Universal Containers to identify which resources need more or fewer appointments. Skills are records that define specific abilities or qualifications that resources have[243]. Travel Time and Breaks are not skills but fields on the Resource object that define how much time a resource spends traveling between service appointments and how much time they take for breaks[244]. Selecting Hours, Absences and Overtime on

Question 82

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Technicians earn certifications that must be renewed periodically to ensure their skills remain up to date.

How can these certifications be managed on the Resource?

A, Add the Resource Skill and track certification using reminder.

A.
Add the Resource Skill and create Absence once expired.
A.
Add the Resource Skill and create Absence once expired.
Answers
B.
Add the Resource Skill and remove from the Service Territory once expired.
B.
Add the Resource Skill and remove from the Service Territory once expired.
Answers
C.
Add the Resource Skill and set the End Date.
C.
Add the Resource Skill and set the End Date.
Answers
Suggested answer:

Explanation:

This option allows the Resource Skill to expire when the certification expires, and prevents the resource from being scheduled for jobs that require that skill.

Reference: https://help.salesforce.com/s/articleView?id=sf.fs_resource_skills.htm&type=5

Question 83

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How should the Consultant recommend visualizing the highest revenue generating Service Appointments on the

Gantt?

A.
Use Map Report Layers.
A.
Use Map Report Layers.
Answers
B.
Color code using Gantt Palettes.
B.
Color code using Gantt Palettes.
Answers
C.
Create a Gantt Action to highlight.
C.
Create a Gantt Action to highlight.
Answers
D.
Add the relevant field to the Field Set.
D.
Add the relevant field to the Field Set.
Answers
Suggested answer: B

Explanation:

Gantt Palettes allow the dispatcher to color code service appointments based on any field value, such as revenue or priority.

Reference: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_palettes.htm&type=5

Question 84

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Northern Trail Outfitters (NTO) wants to use crews to service its customers. NTO's consultant recommends using the Crew Management tool to create and maintain the crews, and indicates that access to the tool is given via a permission set.

Which two permission sets should give a user access to the Crew Management tool?

Choose ? answers

A.
FSL Agent Permissions
A.
FSL Agent Permissions
Answers
B.
FSL Dispatcher Permissions c. FSL Admin Permissions
B.
FSL Dispatcher Permissions c. FSL Admin Permissions
Answers
C.
FSL Resource Permissions
C.
FSL Resource Permissions
Answers
Suggested answer: B

Explanation:

These two permission sets give access to the Crew Management tool, which allows creating and managing crews and crew members.

Reference: https://help.salesforce.com/s/articleView?id=sf.fs_crews_overview.htm&type=5

Question 85

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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?

A.
Add one hour to the start and end times on the Service Territory.
A.
Add one hour to the start and end times on the Service Territory.
Answers
B.
Change the time zone on the Service Territory Member's user record to match the Service Territory's time zone.
B.
Change the time zone on the Service Territory Member's user record to match the Service Territory's time zone.
Answers
C.
Add one hour to the start and end times on the Service Territory Member's Operating Hours.
C.
Add one hour to the start and end times on the Service Territory Member's Operating Hours.
Answers
D.
Subtract one hour from the start and end times on the Service Territory.
D.
Subtract one hour from the start and end times on the Service Territory.
Answers
Suggested answer: C

Explanation:

This option ensures that the service territory member's operating hours are aligned with the service territory's time zone, and avoids scheduling conflicts or gaps.

Reference: https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm&type=5

Question 86

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Universal Containers operates in a highly regulated industry. Technicians must conduct quarterly inspections for all customers in their region. Each inspection

should be completed within a single visit and include all installed assets on site.

Which two Maintenance Plan settings should the

Consultant recommend? Choose ? answers

A.
Service Appointment Generation Method = One Service Appointment per Work Order
A.
Service Appointment Generation Method = One Service Appointment per Work Order
Answers
B.
Work Order Generation Method = One Work Order per Asset
B.
Work Order Generation Method = One Work Order per Asset
Answers
C.
Work Order Generation Method = One Work Order Line Item per Asset
C.
Work Order Generation Method = One Work Order Line Item per Asset
Answers
D.
Service Appointment Generation Method = One Service Appointment per Work Order Line Item
D.
Service Appointment Generation Method = One Service Appointment per Work Order Line Item
Answers
Suggested answer: A, C

Explanation:

These two settings ensure that each inspection is completed within a single visit and includes all installed assets on site.

Reference: https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm&type=5

Question 87

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A customer wants to return a defective product instead of scheduling a Service Appointment.

How should this product be tracked in Salesforce Field Service?

A.
Create a Work Order and Work Order Line Item.
A.
Create a Work Order and Work Order Line Item.
Answers
B.
Create a Return Order and Return Order Line Item.
B.
Create a Return Order and Return Order Line Item.
Answers
C.
Create a Product Request and Product Request Line Item.
C.
Create a Product Request and Product Request Line Item.
Answers
D.
Create a Return Order and relate it to the Product.
D.
Create a Return Order and relate it to the Product.
Answers
Suggested answer: B

Explanation:

This option allows tracking the return of a defective product and its replacement with a new one, if applicable.

Reference: https://help.salesforce.com/s/articleView?id=sf.fs_return_orders_overview.htm&type=5

Question 88

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Which two scenarios are fully supported by Maintenance Plans?

Choose 2? answers

A.
Appointments on the first Tuesday of the month
A.
Appointments on the first Tuesday of the month
Answers
B.
Site inspections during the first week of the 'year
B.
Site inspections during the first week of the 'year
Answers
C.
Quarterly sales visits to a customer
C.
Quarterly sales visits to a customer
Answers
D.
Weekly recurring appointments at 8:00 AM
D.
Weekly recurring appointments at 8:00 AM
Answers
Suggested answer: A, D

Explanation:

These two scenarios are fully supported by Maintenance Plans, which allow creating recurring work orders and service appointments based on various criteria.

Reference: https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm&type=5

Question 89

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At Northern Trail Outfitters (NTO), agents are expected to complete a variety of tasks. They create cases and work

orders, and need Read access to work types and work rules. They also book and manage appointments, assign

mobile resources, and optimize their mobile workforce's schedule.

What is the best permission set{s) a consultant should

recommend assigning to NTO agents?

A.
Dispatcher
A.
Dispatcher
Answers
B.
Agent and Resource
B.
Agent and Resource
Answers
C.
Agent
C.
Agent
Answers
D.
Mobile, Agent, and Resource
D.
Mobile, Agent, and Resource
Answers
Suggested answer: C

Explanation:

The Agent permission set gives access to create cases and work orders, view work types and work rules, book and manage appointments, assign mobile resources, and optimize schedules.

Reference: https://help.salesforce.com/s/articleView?id=sf.fs_permission_sets.htm&type=5

Question 90

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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?

A.
Create a Flow that adds two Signature Blocks when the Service Report is generated,
A.
Create a Flow that adds two Signature Blocks when the Service Report is generated,
Answers
B.
Create relevant Signature Types and add Signature Blocks to the Service Report Template. c. Create two custom fields for the Service Appointment and use Flows to capture each signature.
B.
Create relevant Signature Types and add Signature Blocks to the Service Report Template. c. Create two custom fields for the Service Appointment and use Flows to capture each signature.
Answers
C.
Create two Service Reports and add one Signature Block to each Report.
C.
Create two Service Reports and add one Signature Block to each Report.
Answers
Suggested answer: B

Explanation:

This option allows capturing multiple signatures on a service report by creating different signature types (such as customer approval or technician verification) and adding them to the service report template.

Reference: https://help.salesforce.com/s/articleView?id=sf.fs_signature_types.htm&type=5

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