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Salesforce Certified Field Service Consultant Sample Questions:

1. Universal Containers wants to reduce its mean-time-to-service.
Which three Field Service processes should a Consultant recommend to accomplish this goal? Choose 3 answers

A) Scheduling
B) Adjust Scheduling Policy
C) Customer Entitlements
D) Knowledge Base
E) Dispatching

2. Universal Containers wants to track when Technicians need to visit a customer site multiple times to resolve an issue.
How should a Consultant configure this using a single Work Order'

A) Create a new Service Appointment for each site visit.
B) Create a new Work Order Line Item for each site visit.
C) Create a new Product Consumed for each site visit.
D) Create a new Child Work Order for each site visit.

3. A technician needs to get replacement part for damaged inventory on them for an upcoming job.
To which object should the technician add a product request record?

A) work order
B) work types
C) service report
D) service appointment

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

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

Solutions: