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Salesforce Certified Field Service Consultant Sample Questions:

1. 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?

A) Work Orders will have multiple Work Order Line Items. Each Work Order Line Item will be linked to the Asset and have a Service Appointment.
B) Each Account will have a Service Appointment that will represent the work to be done at the customer site.
C) Each Asset will have a Service Appointment that will represent the work needed for each machine.
D) Work Orders will have multiple Service Appointments. Each Service Appointment will be linked to the Asset.

2. Which fields on Service Appointments help ensure that they are completed within the agreed upon Service Level Agreement (SLA) with Universal Containers' customers?

A) Arrival Window Start, Arrival Window End
B) Actual Start, Actual End
C) Scheduled Start, Scheduled End
D) Earliest Start Permitted, Due Date

3. 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 hierarchy with each installed product as a child work order.
B) Create an asset hierarchy with each installed product as a child asset in the hierarchy.
C) Create a work order with a work order line item for eachinstalled product.
D) Create a work order for each installed product and a work order dependency to assign to the same resource.

4. Dispatchers at Universal Containers wantto 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) Define Skills, Set up Skill Requirements, Set up Resource Skills
C) Set up Service Locations, Set up Location Skills, Define Work Types
D) Set up Skill Requirements, Define Work Types, Set up Routing Rules

5. One of Universal Containers' customers reported that the Technician sent to their site left without cleaning up the work area afterward.
How can Universal Containers ensure that a different Technician is assigned all future work for that Customer?

A) Remove the Technician as a Preferred Resource.
B) Create an ExcludedResource for the Account.
C) Assign the Technician to a new Service Territory.
D) Create a new Work Order Validation Rule.

Solutions: