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Salesforce Certified Field Service Consultant Sample Questions:

1. A Dispatcher at Universal Containers has just been informed that one of their field employees, who has five servicesschedules for today, called in sick. How should the workload be assigned to other Field Technicians?

A) Change the Scheduling Policy to "High Intensity" and activate the Background Optimization process.
B) Drag and drop the Service Appointments to other available Resources and run Optimization.
C) Update the Resource a not available, select the affected Service Appointments, and press "Schedule."
D) Ask the Customer Service Rep to call the customers and manually re-schedule for another day.

2. AW Computing uses a private record access model in the sales, support, and field service organizations.
How should the systemadministrator ensure that the technicians have the appropriate access to the service appointments dispatched to them?

A) Enable the sharing features in the Field Service settings in the Setup menu.
B) Create a process to change the owner of the serviceappointment to the assigned technician.
C) Create a user territory for the technicians' primary and secondary territories.
D) Configure a sharing rule to share dispatched service appointments with the assigned resource.

3. Universal Containers (UC) schedules jobs that require multiple steps when on-site. UC wants to add a new status to theexisting status flow.
Which two configurations should the Consultant set up to meet this requirement?
Choose ? answers

A) Add new Status to the Case.
B) Add new Status to the Service Appointment.
C) Add new status to Status Transitions.
D) Add the Status Transitions to the Technicians' Profile.

4. A customer makes one appointment for the sales department, and another appointment for the service department. The two appointments should be handled on the same day, but should be created as separate appointments. In addition, theTechnician must complete one appointment before starting the next. The agent wants to make sure these two appointments are scheduled together and in sequence.
Which three things should the Consultant verify to ensure these requirements are met and simultaneous scheduling will occur?
Choose 3 answers

A) The Complex Work Visualforce page is added to the Service Appointments page
B) The checkbox Use all-or-none scheduling for related appointments in Field Service Settings is selected.
C) The Same Resource and Same Day fields appear on the Service Appointments page layout.
D) A dependency has been created between the two appointments and the start times are the same.
E) The Dependency Type is set to Start After Finish and Same Day on the first service appointment in thedependency.

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

Solutions: