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Salesforce Certified Field Service Consultant (SP23) Question and Answers

Salesforce Certified Field Service Consultant (SP23)

Last Update May 2, 2024
Total Questions : 163

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Questions 1

Northern Trail Outfitters (NTO) wants to automatically dispatch a Technician’s next two Service Appointments after the Technician completes their current Service Appointment. NTO wants to be consistent across all of the Service Territories and control the number of Service Appointments that are pushed to the Technician.

What automated processing should the Consultant configure upon Work Order completion to dispatch the next two Appointments?

Options:

A.  

Build a Workflow Rule.

B.  

Create an Apex Trigger.

C.  

Enable Drip feed Dispatch.

D.  

Configure an Auto Dispatch Scheduled Job.

Discussion 0
Questions 2

Northern Trail Outfitters (NTO) asks its clients for feedback on every service visit. NTO wants to dispatch the appropriate Technicians based on customer feedback.

What are two ways the Consultant can meet this requirement?

Choose ? answers

Options:

A.  

Configure and add excluded and required resource Work Rules to scheduling policies.

B.  

Configure resource preferences on the Account or Work Order.

C.  

Configure and add excluded and required resource business objectives to scheduling policies.

D.  

Configure customer preferences on the Service Resource record.

Discussion 0
Questions 3

A consultant has implemented user territories at Northern Trail Outfitters (NTO) in a private sharing model. A new Midwest Service Territory has been created.

Which two actions should NTO take to give the dispatcher access to all relevant Midwest records? Choose 2 answers

Options:

A.  

Create a new user territory associated with the Service Territory and dispatcher.

B.  

Configure and run the User Territory Sharing Job in Field Service Settings.

C.  

Assign a new user territory and add each of the assigned service resources.

D.  

Add the resources assigned to the Service Territory's Member related list.

Discussion 0
Questions 4

The Dispatcher at Universal Containers wants to schedule Service Appointments from the Dispatch Console while taking the Scheduling Policy into consideration.

Which three options are available to the Dispatcher? Choose 3 answers

Options:

A.  

Select a Service Appointment from the list and use the “Schedule” action.

B.  

Select a Service Appointment from the list, use the “Change Status” action and “Dispatch.”

C.  

Select multiple Service Appointments from the list and bulk schedule them.

D.  

gy Select a Service Appointment from the list, use the “Candidates” action, and select the best time slot.

E.  

Select a Service Appointment from the list, use the “Edit” action and allocate the Resource.

Discussion 0
Questions 5

How should a Consultant configure Salesforce Field Service to ensure agents and dispatchers can quickly create Work Orders with the appropriate materials?

Options:

A.  

Create Work Types with Work Order Line Items.

B.  

Create Work Types with Products Consumed.

C.  

Create Work Types and Locations.

D.  

Create Work Types with Products Required.

Discussion 0
Questions 6

An extreme weather situation impacted both the volume of open work and the number of available resources at Universal Containers.

Which approach should a Consultant recommend to realign available resources with open work?

Options:

A.  

Resource Schedule Optimization

B.  

Emergency scheduling

C.  

Global optimization

D.  

Customer First scheduling

Discussion 0
Questions 7

Universal Containers wants to ensure Technicians have the correct equipment before arriving at a Job site.

Which two considerations should the Consultant take into account when configuring Salesforce Field Service?

Choose 2 answers

Options:

A.  

Quantity and Unit of Measure are required when adding a Required Product.

B.  

Validation Rules and Triggers created on the Work Order and Work Order Line Item objects are automatically recreated for Work Types.

C.  

Required Products must be added to both the Work Order and all Work Order Line Items.

D.  

Work Types can be configured to include Required Products on Work Orders and Work Order Line Items.

Discussion 0
Questions 8

Northern Trail Outfitters wants to report on its Assets and reflect their attributes including hierarchical relationships.

How should the Consultant meet this requirement?

Options:

A.  

Use the Assets without Products report.

B.  

Use standard reports and reference the Parent Asset and Root Asset fields.

C.  

Create custom reports and reference the Parent Asset and Root Asset fields.

D.  

Enable and customize the View Asset Hierarchy action.

Discussion 0
Questions 9

Technicians often need to generate a report in the customer's language.

Which configuration should the Consultant recommend to meet the requirement?

Options:

A.  

Update the Language of the current User.

B.  

Add the Service Report Language field to the Work Order Page Layout.

C.  

Add the Language field to the Contact Page Layout.

D.  

Update the Default Language of the Organization.

Discussion 0
Questions 10

Universal Containers wants Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app.

Which configuration steps should 8 Conzultant take to meet this requirement?

Options:

A.  

Create a custom Visuaiforce page and add an extemal link in the Salesforce Field Service mobile app to view the page in the mobile browser.

B.  

Create a Report Chart that summarizes wk Order Line Items and add 2 link to the Service Appointment layout.

C.  

Add the Work Order Line Items related list to the Work Order page layout and assign the layout to the Technician’s profile.

D.  

Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through the Salesforce Field Service mobile app.

Discussion 0
Questions 11

universal container wants its technician to follow a standard operating

procedure (S O P) while performing maintenance on an individual asset. Each

operation should be captured independently to allow technician to enter note and

update status they progress with the work preventative maintenance should be with a

single visit

Which data model should the consultant recommend to the universal container?

Options:

A.  

Work order to represent the preventative maintenance on the asset - work order line

item to represent the different operations - service appointment to represent the visit

B.  

Service appointment to represent ante the preservative maintenance on the asset -

work order line item to represent the different operations - work order to represent the

visit

C.  

Work order to represent the preventative maintenance on the asset - service

appointment to represent the different operations - work order line item to represent

the visit

D.  

Work order line item represent the preventative Maintenance on the asset - work

order represent the different operations- service appointment to represent visit

Discussion 0
Questions 12

Universal Containers requires trained inspectors to make three site visits per year to inspect

containers at customer sites. These visits must be created 14 days before the next suggested

inspection date.

What are two ways 3 Consultant can configure Maintenance Plans to meet the requirement?

Choose 2 answers

Options:

A.  

Associate a Required Skill called Site Visit to a Maintenance Plan.

B.  

Associate 2 Work Type called Site Visit to a Maintenance Plan

C.  

Auto-generate Work Orders with a 14 daya Generation Timeframe.

D.  

Auto-generate Work Orders with a 14 day Generation Horizon.

Discussion 0
Questions 13

Universal Containers has implemented a Flow that allows Technicians to replace faulty or damaged Assets directly from within the Salesforce Field Service mobile app.

Once a replacement has been made, where can the Asset Relationships be viewed?

Options:

A.  

Only the Primary Assets related list on the Asset object

B.  

Only the Primary Assets related list on the Work Order object

C.  

Both the Primary Assets and Related Assets related lists on the Work Order object

D.  

Both the Primary Assets and Related Assets related lists on the Asset object

Discussion 0
Questions 14

Universal Containers plans to implement Crew Management to better support its clients.

Which area does the Consultant need to consider as part of the recommendation?

Options:

A.  

The Preferred Resource service objective is ignored for active Crew Members.

B.  

Capacity-based scheduling is supported for Service Crews.

C.  

A service resource can only be 2 member of 2 single Crew

D.  

Salesforce Field Service considers the Recommended Crew Size when assigning appointments.

Discussion 0
Questions 15

Universal Containers offers 2-hour versus 4-hour appointment booking windows for Gold versus Standard Customers. What should a Consultant recommend to offer appropriate appointment booking windows?

Options:

A.  

Service Due Date

B.  

Customer Working Hours

C.  

Customer Entitlement

D.  

Service Urgency

Discussion 0
Questions 16

Universal Containers has customers who have previously negotiated pricing on some products.

Which Price Book structure should a Consultant recommend when considering the implications of pricing on Work Orders?

Options:

A.  

Create customer-specific Price Books and add all products as Price Book Entries.

B.  

Utilize a custom Global Price Book and add price-negotiated products as Price Book Entries.

C.  

Create customer-specific Price Books and add only price-negotiated products as Price Book Entries.

D.  

Utilize a custom Global Price Book and add all products as Price Book Entries.

Discussion 0
Questions 17

A consultant has implemented user territories at Northern Trail Outfitters (NTO) in a private sharing model. A new Midwest Service Territory has been created.

Which two actions should NTO take to give the dispatcher access to all relevant Midwest records? Choose 2 answers

Options:

A.  

Create a new user territory associated with the Service Territory and dispatcher.

B.  

Configure and run the User Territory Sharing Job in Field Service Settings.

C.  

Assign a new user territory and add each of the assigned service resources.

D.  

Add the resources assigned to the Service Territory's Member related list.

Discussion 0
Questions 18

Universal Containers wants to ensure that Service Appointments are only assigned to Active Resources.

Which configuration should a Consultant recommend for the Scheduling Policy?

Options:

A.  

Match Fields

B.  

Preferred Resources

C.  

Match Boolean

D.  

Required Resources.

Discussion 0
Questions 19

Universal Containers just started its Field Service Implementation and is configuring Service Territories and

Locations. The Locations need to be associated to Territories.

In which two ways should the Consultant show this relationship?

Choose ? answers

Options:

A.  

Add the Service Territory Location Related List on the Service Territory page layout.

B.  

Add the Service Territory Location Related List on the Location page layout.

C.  

Create the Service Territory Location as a Service Territory lookup field.

D.  

Create the Service Territory Location as a Location lookup field.

Discussion 0
Questions 20

A Dispatcher needs to reduce the backlog of Service Appointments in different territories and focus on individual customer service preferences.

Which Scheduling Policy should the Dispatcher use?

Options:

A.  

Emergency

B.  

High Intensity

C.  

Soft Boundaries

D.  

Customer First

Discussion 0
Questions 21

Universal Containers (UC) wants to deploy Knowledge to its field team,

How should UC ensure its Technicians can access Knowledge Articles offline?

Options:

A.  

Use Work Types to assign associated Articles to Work Orders.

B.  

Write a workflow that associates Articles to Work Orders based on a pickiist on the jork Order.

C.  

Use the Salesforce mobile app with deep linking to the Salesforce Field Service mobile app.

D.  

Create a custom mobile app that syncs articles based on Service Appointment assignments

Discussion 0