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Field-Service-Lightning-Consultant Questions and Answers

Question # 1

Universal Containers (UC) uses Service Contract based Entitlements to determine their Service Level Agreements. UC would like to track adherence to Service Contract SLAS. Where would UC apply an Entitlement record to track the specific Service Contract SLAS?

A.

Work Order Line Items

B.

Service Contract

C.

Work Order

D.

Account

Question # 2

Universal Containers wants to track the time a Service Resource spends on each step of more complex repair Jobs. This time could include travel, prep and on-site time.

How could the Service Resource's Time Sheet be configured to track the total time spent on each step?

A.

Relate the Time Sheet to the Service Appointment.

B.

Relate the Time Sheet Entries to the Work Order Line Item.

C.

Relate the Time Sheet Entries to the Service Appointment.

D.

Relate the Time Sheet to the Work Order Line Item.

Question # 3

Universal Containers wants to equip their field technicians with access to helpful information when they are in the field. What solution should a Consultant recommend to satisfy this requirement?

A.

Attachments on Cases.

B.

Knowledge Base on Cases.

C.

Custom Links on Work Orders.

D.

Knowledge Base on Work Orders.

Question # 4

an agent has to create a work order for a complex installation. A work order line

item is created line item is created for each required component so it can be tracked and

priced separately. However, a few of the components are only on the company’s

preferred price book while the other is on the U.S price book.

Which solution should a consultant recommend so the agent can meet this requirement?

A.

Create one work order for each price book and add work order line items to the

appropriate work order based on its price book.

B.

Create one work order and override the price on work order line items for products on

the preferred price book.

C.

Create one work order and add work order line items based on the price book selected

on the work type.

D.

Create one work order for each price book and use work types to assign the price

book to work order line item.

Question # 5

a dispatcher notice that the crew assigned to a service appointment is missing a skill

requirement for the appointment.

How can the dispatcher update the service crew to meet those requirements?

A.

Edit the service appointment and add a new service resource.

B.

Create a new service appointment with a different crew.

C.

Use the crew management tool to add service resources to the crew.

D.

Update the service crew on the service appointment’s work type.

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