Salesforce Certified Field Service Consultant Sample Questions:

1. Universal Containers provides prompt service and has multiple service levels for different customers. Over
50% of Service Appointments are created on the same day that they need to be completed. As a result, a Technician's daily schedule can change multiple times throughout the day.
Which method of dispatching should a Consultant recommend implementing?

A) Automatically Dispatch Service Appointments using Drip Feed.
B) Automatically change the status to Dispatched of all Service Appointments.
C) Automatically change the schedule policy.
D) Automatically schedule unscheduled services to available Resources.

2. Universal Containers (UC) is rolling out InventoryManagement to better manage parts and inventory. UC wants to automatically associate certain parts and products to Work Orders upon creation based on the work to be performed.
How should the Consultant meet this requirement?

A) Add Products to the ProductsRequired Related List on the Asset object.
B) Add Products to the Work Order Products Related List on the Asset object.
C) Add Products to the Work Order Products Related Liston the Work Type object.
D) Add Products to the Products Required Related List on the Work Type object.

3. 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 Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
C) Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
D) Create Work Order, Create Case, Dispatch Work Order, Create ServiceAppointment.

4. AW Computing groups its technicians based on seniority. The newest techs comprise Tier 1, move to Tier 2 after a year on the job, and get assigned to Tier 3 after 3 years on the job. Resources with more seniority should be considered for a job over resources with less seniority.
How should the field service administrator ensure this corporate policy is enforced considering the Customer First scheduling policy is utilized consistently except in emergency situations?

A) Create a queue for each tier group within each territory on the Service Appointment object.
B) Use the Priority field on the service resource assigning Tier 3 techs the lowest number and Tier1 techs with the highest number.
C) Create a custom number field to capture the tier number on the service resource.
D) Make a relevance group on the work rule to filter based on the tier number and add the rule to the policy.

5. Customer relationships and reliable service are the main focus this year at Ursa Major Solar. Management has asked that once a technician has serviced a customer, they continue to service that customer when possible.
What should the consultant recommend to meet this requirement?

A) Configure an account preference on the Service Resource record.
B) Designate a Skill-based resource to the Work Order.
C) Assign a Preferred status Resource Preference to the Account.
D) Include the Required Resource work type in Scheduling Policies.

Solutions: