FIELD-SERVICE-CONSULTANT Online Practice Questions and Answers

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 Product Request and Product Request Line Item.

B. Create a Return Order and relate it to the Product.

C. Create a Work Order and Work Order Line Item.

D. Create a Return Order and Return Order Line Item.

In which two scenarios should a consultant recommend multi day service appointment? Choose 2 answers

A. Jobs can take longer than the available resources hours in a day.

B. jobs need to be performed at the same site on the same day of the week.

C. jobs require multiple stages of work performed by different resources.

D. jobs require consecutive days of work and can span over weekends.

Universal container needs to verify that a repair job has been completed to the customer satisfaction before an invoice can be generated.

Which two items should the consultant consider?

Choose 2 answers

A. Generate service in the organization's default language

B. Send a feedback survey to the customer when a service appointment is completed

C. Configure signature blocks for service report templates

D. Add service reports templates to the appropriate repair work type

Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.

When designing the Customer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming appointment?

Choose 2 answers

A. Scheduled End

B. Arrival Window Start

C. Scheduled Start

D. Arrival Window End

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

B. Agent and Resource

C. Agent

D. Mobile, Agent, and Resource

Universal Containers wants to invoice its Customer for the parts used when performing repairs on installed Assets. What should a Consultant recommend to track the price of the parts consumed?

A. Use Opportunity Line Items and Price Books to track the price.

B. Use Products and Price Books to track the price.

C. Use Assets and Products to track the price.

D. Use a custom object to model the Work Order pricing and price.

Universal Containers wants their Field Technicians to indicate if any of their Service Appointments are at risk of not being completed on time. They would like for this to be achieved on a mobile device using a Quick Action. What should a Consultant recommend to achieve this requirement?

A. Update the Service Appointment Status field.

B. Update the Service Appointment field "In Jeopardy."

C. Update the Service Appointment Chatter feed.

D. Reschedule the Service Appointment for later.

Universal container UC services customers in multiple time zones. UC Dispatcher need to see the dates and time in dispatcher console for the time zone where jobs are being performed. How should the consultant configure this?

A. Create the formula to calculate the time zone offset from the user to territory time zone

B. Set the dispatch console to display in territory time zone in the field service settings

C. Set the dispatch console to display in the user time zone in field service settings

D. Configure the dispatcher user time zone to the same as territories they manage

Universal containers (UC) wants to standardize the process that process that agents use to create and maintain work orders which will help new agents ramp up more quickly and improve data quality and consistency. UC wants key fields, agent instructions and best practices displayed at each step of the Service process on the work order.

What should the consultant implement to meet this requirement?

A. Add a lightning component to work orders.

B. Enable path for work orders.

C. Enable knowledge on work orders.

D. Add compact layouts to work orders.

Universal container UC uses two contractors 1 and contractor 2 to perform repair work contractor 1 has provided service for UC for longer period time and considered to have more repair work expertise then contractor 2 How should a consultant configure the contractors experience?

A. Assign contractors 1 and 2 different capacities of repair work

B. Assign contractors 1 and 2 different skill levels for repair works

C. Assign contractors 1 and 2 preferred source

D. Assign contractors 1 and 2 as excluded resources