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Salesforce Certified Field Service Consultant Sample Questions:

1. 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 areno milestones listed when viewing the record.
How should this issue be resolved?

A) Ensure the work order entitlement is related to the same process as the case entitlement.
B) Add work order milestones after the case milestones to the entitlement process.
C) Create a separate entitlement process associated to the work order object.
D) Make sure the case entitlement record is being shared with the service resource.

2. A mobile technician uses parts present in their van to complete an on-site customer installation. The technician has marked theservice 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?

A) The Product Item Transactions Related List on the Product Item
B) The Products Consumed section on the Work Order
C) The Work Order Line Item associated with the completed Work Order
D) The Product Request Line Item associated with the Product

3. An extreme whether situationimpacts both the volume of work and number of available resources at universal container Which approach should a consultant recommend to realign available resources with?
open work?

A) Emergency scheduling
B) Resource Schedule optimization
C) Customer first scheduling
D) Global optimization

4. 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 remove from the Service Territory once expired.
B) Add the Resource Skill and create Absence onceexpired.
C) Add the Resource Skill and set the End Date.
D) Add the Resource Skill and track certification using reminder.

5. Universal Containers's Technicians may be assigned to Jobs with an arrival window to meet the customer appointment time preference.Technicians are also assigned to Jobs without a preferred appointment time.
In which two ways should the Consultant define Operating Hours to meet this requirement?
Choose 2 answers

A) The Maintenance Plan for the Account
B) The Due Date of the Service Appointment
C) When Service Resources are available for work
D) The Time Slots for Appointment Booking

Solutions: