Free Field-Service-Consultant Practice Exam Questions

Universal Containers tracks customer issues in its call center. Sometimes a Technician is required at the customer's location to resolve the issue. Which sequence of steps should a Consultant recommend to dispatch the Technician?

A. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.

B. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.

C. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.

D. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.

C. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.

Explanation:

This is the recommended sequence of steps to dispatch a technician for a customer issue. A case is created to track the customer issue, a work order is created to track the work that needs to be done, a service appointment is created to schedule the work, and a service appointment is dispatched to assign it to a technician.

References:

https://trailhead.salesforce.com/en/content/learn/modules/field_service_basics/field_service _work_orders

Universal Containers wants Technicians using the Salesforce Field Service mobile app to indicate when Service Appointments are at risk of late completion. What should a Consultant recommend to meet this requirement?

A. Post to the Service Appointment Chatter feed.

B. Change the Status field on the Service Appointment.

C. Adjust the Scheduled End field on the Service Appointment.

D. Update the In Jeopardy field on the Service Appointment.

Explanation:

The In Jeopardy field on the Service Appointment is a checkbox that indicates whether a service appointment is at risk of late completion based on travel time and service duration calculations. Technicians can update this field using the Field Service Mobile App to alert dispatchers and managers of potential issues. Posting to the Service Appointment Chatter feed, changing the Status field on the Service Appointment, or adjusting the Scheduled End field on the Service Appointment would not indicate that a service appointment is in jeopardy, but would communicate other information such as comments, progress, or rescheduling.

References:

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

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

An employee at universal container performs the role of a dispatcher and a technician How should a consultant configure the field service lightning to support this behavior?

A. Create one service resource and assign the relevant permission set license

B. Create two skills records and assign them to service resources record

C. Create two service resource and assign them to the employee

D. Create one service resource and assign the technician and dispatcher role

A. Create one service resource and assign the relevant permission set license

Explanation:

Service Resources are records that represent the people or equipment that perform field service tasks[53]. Permission Set Licenses are licenses that grant users access to specific features such as Field Service Dispatcher Console or Field Service Mobile App[54]. Creating one service resource and assigning the relevant permission set license would allow an employee at Universal Containers to perform both dispatcher and technician roles using one record and one license. Creating two skills records and assigning them to service resources record would not affect their roles or access to features. Skills are records that define specific abilities or qualifications that service resources have[55]. Creating two service resources and assigning them to the employee would create duplicate records and require two licenses for one employee. Creating one service resource and assigning the technician and dispatcher role would not work because roles are not fields on the service resource object.

References:

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

https://help.salesforce.com/s/articleView?id=sf.fs_permission_set_licenses_overview.htm&t ype=5

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

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

A. Actual Start, Actual End

B. Arrival Window Start, Arrival Window End

C. Scheduled Start, Scheduled End

D. Earliest Start Permitted, Due Date

Explanation:

Earliest Start Permitted is a field on the Service Appointment object that defines the earliest date and time that a service appointment can start[222]. Due Date is a field on the Service Appointment object that defines the latest date and time that a service appointment must be completed by[223]. Using Earliest Start Permitted and Due Date fields on Service Appointments would help ensure that they are completed within the agreed upon Service Level Agreement (SLA) with Universal Containers’ customers by setting the boundaries for when a service appointment can start and finish according to the SLA terms[224]. Actual Start and Actual End are fields on the Service Appointment object that capture the actual date and time that a service appointment started and ended[225]. Using Actual Start and Actual End fields on Service Appointments would not help ensure that they are completed within the agreed upon SLA with Universal Containers’ customers because they are recorded after the service appointment is performed and do not enforce any SLA terms. Arrival Window Start and Arrival Window End are fields on the Service Appointment object that define the expected date and time range that a resource will arrive at a service appointment[226]. Using Arrival Window Start and Arrival Window End fields on Service Appointments would not help ensure that they are completed within the agreed upon SLA with Universal Containers’ customers because they only indicate when a resource will arrive and do not enforce any SLA terms. Scheduled Start and Scheduled End are fields on the Service Appointment object that define the planned date and time range that a service appointment will take place[227]. Using Scheduled Start and Scheduled End fields on Service Appointments would not help ensure that they are completed within the agreed upon SLA with Universal Containers’ customers because they only indicate when a service appointment is scheduled and do not enforce any SLA terms.

References:

https://developer.salesforce.com/docs/atlas.enus.api.meta/api/sforce_api_objects_serviceappointment.htm

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

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

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.

D. Create two Service Reports and add one Signature Block to each Report.

B. Create relevant Signature Types and add Signature Blocks to the Service Report Template.

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.

References:

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

Field-Service-Consultant Practice Test