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Note! Field-Service-Lightning-Consultant has been withdrawn. The new exam code is Field-Service-Consultant

Field-Service-Lightning-Consultant Practice Exam Questions with Answers Salesforce Certified Field Service Consultant (WI23) Certification

Question # 6

universal container provides maintenance and emergency services to its

customers. Sending technician emergency call during the day causes long travel time

and reduces the number of appointments that a technician can complete

Which features should a consultant use to reduce and increase technician

productivity?

A.

Resource schedule optimization

B.

Reschedule appointment

C.

Fix overlaps

D.

Fall in schedule

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Question # 7

Universal containers provides multiple service types (i.e., installation, maintenance,

break/fix). Each service requires a variety of skills and certification for a resource to

excel.

Which two configurations should a consultant implement to meet this requirement?

Choose 2 answer

A.

Assign the appropriate skills to resources.

B.

Use work types with required skills.

C.

Select the relevant work types for each resource.

D.

Create multiple work order line items per service.

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Question # 8

A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about to expire. Which two upsell activities should the CSR consider? Choose 2 answers.

A.

Open a Case and inform Customer of weekend service pricing.

B.

Open a Case and send email with new Service Offerings.

C.

Open a Case and a renewal Opportunity for the Sales team.

D.

Open a Case and create a Work Order for the Dispatch Team.

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Question # 9

Universal Containers is receiving increased complaints about incomplete Work Orders. What option should a Consultant recommend to improve this situation?

A.

Send an email CSAT survey.

B.

Implement Validation Rules and Signature Capture.

C.

Change the Scheduling Rules.

D.

Decrease Resource Rant Score.

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Question # 10

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

How should the Consultant meet this requirement?

A.

Use the Assets without Products report.

B.

Enable and customize the View Asset Hierarchy action.

C.

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

D.

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

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Question # 11

Universal Containers wants their Technicians to capture potential up-sell opportunities identified during site visits that will then be addressed by the inside sales team. What Configuration will support this requirement?

A.

Create a Service Appointment Quick Action to create a Lead record and add it to the appropriate page layout.

B.

Create a Web-to-Lead page that submits to the inside sales team. Add a link to the Case Page Layout.

C.

Create a Public Group for the inside sales team, and share Work Orders to the group via Sharing Rules.

D.

Configure a Flow against Cases that auto-creates leads and assigns them to the insides sales team Queue.

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Question # 12

A service technician at Ursa Major Solar handles yearly maintenance checks. The job usually lasts 2 to 3 hours. Due to the lack of customer availability, many appointments are cancelled or need to be rescheduled at the last minute.

Which two features would be most helpful in aiding the dispatcher with updated schedules for technicians?

Choose 2 answers

A.

Reshuffle

B.

Group Nearby

C.

Resource Schedule Optimization

D.

In-day Optimization

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Question # 13

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 Child Work Order for each site visit.

C.

Create a new Product Consumed for each site visit.

D.

Create a new Work Order Line Item for each site visit.

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Question # 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'

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 a member of a single Crew.

D.

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

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Question # 15

Universal Containers is concerned about the decrease in Asset Uptime metrics. Which two actions should a Consultant recommend?

A.

Establish a Preventative Maintenance program for their install base.

B.

Integrate IoT data from their install base to detect asset issues.

C.

Launch a feedback survey to their install base and follow up on results.

D.

Review existing contracts for obsolete provisions and requirements.

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Question # 16

Universal Containers is implementing Field Service Lightning and wants to make sure the dispatch team receives Work Orders with appropriate resource and timeframe requirements defined. What should a Consultant implement to achieve this requirement?

A.

Work Types, Skill Routing, Skill Requirements, Operating Hours

B.

Case process, Work Types, Entitlements, and Milestones

C.

Skill Requirements, Work Types, Case Process, Milestones

D.

Work Types, Skill Requirements, Entitlements, and Milestones

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Question # 17

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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Question # 18

A customer support agent handles an in – bound case that requires a repair of an industrial oven at a busy restaurant. The work should be assigned to a repair technician

in the area, even if the technician is currently working on another assignment. Which scheduling action should the consultant recommend to the customer support

agent?

A.

Emergency

B.

Appointment booking

C.

Fill-in schedule

D.

Get candidates

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Question # 19

an inventory manager at universal containers wants to better understand the

distribution of a critical and expensive part across all

Inventory locations as the is reused and restocked

What should the consultant leverage to meet this requirement?

A.

Assets

B.

entertainment plan

C.

product item

D.

maintenance plan

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Question # 20

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.

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Question # 21

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.

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Question # 22

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

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Question # 23

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

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.

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Question # 24

Universal container provides multiple service types (i.e installation,

maintenance, Break/fix). Each service requires a variety of skills and certification for

resources to excel.

Which two configurations should a consultant implement to meet the requirements?

A.

Use work type with required skills

B.

Assign the appropriate skill to resource

C.

Select the relevant work type for each resource

D.

Create a multiple work order line per service

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Question # 25

Universal Containers wants their Technicians to be allowed to reschedule a visit for the same work within the Field Service mobile application. What approach should a Consultant recommend?

A.

Create a Quick Action that will create a new Service Appointment record.

B.

Create a Visualforce page that will create a new Work Order record.

C.

Create a Quick Action that will create a new Work Order record.

D.

Create a Visualforce page that will create a new Service Appointment record.

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Question # 26

Universal containers (UC) wants to deploy knowledge to its field team.

How should UC ensure its technicians can access knowledge articles offline?

A.

Use the salesforce Mobile App with deep linking to the field service lightning Mobile

App.

B.

Use work types to assign associated articles to work order.

C.

Create a custom Mobile App that syncs articles based on service appointment

assignments.

D.

Write a workflow that associates articles to work orders based on a picklist on the

work order.

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Question # 27

A dispatcher needs to reduce the backlog of service appointments in different territories and focus on Individual customer service. Which scheduling policy should the dispatcher use

A.

Customer first

B.

Emergency

C.

High intensity

D.

Soft boundaries

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Question # 28

Universal Containers is tracking customer issues in their call center. Sometimes this requires a technician to be on site at the Customer’s location. What set of steps should a Consultant recommend to dispatch the technician?

A.

Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.

B.

Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.

C.

Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.

D.

Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.

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Question # 29

Universal containers (UC) sells shipping containers and container parts. UC wants

to track each customer’s container and associated parts for Florida servicing, sales, and

reporting purposes.

Which solution should a consultant recommend to relate the parts to a customer’s

container?

A.

Create an asset hierarchy on the account with the container as the root asset and the

parts as child assets.

B.

Add the container as an asset on the account and mark the parts internal assets.

C.

Add the container as a product on the account and the parts to a child product related

list.

D.

Create a hierarchical relationship between the parent product container and child parts

products.

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Question # 30

Universal Containers wants Technicians using the Salesforce Field Service mobile app to indicate when Service Appointments are at risk of late completion.

What should a Consultant recommend to meet this requirement?

A.

Post to the Service Appointment Chatter feed.

B.

Change the Status field on the Service Appointment.

C.

Adjust the Scheduled End field on the Service Appointment.

D.

Update the In Jeopardy field on the Service Appointment.

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Question # 31

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

A.

Adjust Scheduling Policy

B.

Knowledge Base

C.

Customer Entitlements

D.

Dispatching

E.

Scheduling

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Question # 32

When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there are no milestones listed when viewing the record.

How should this issue be resolved?

A.

Make sure the case entitlement record is being shared with the service resource.

B.

Add work order milestones after the case milestones to the entitlement process.

C.

Ensure the work order entitlement is related to the same process as the case entitlement.

D.

Create a separate entitlement process associated to the work order object.

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Question # 33

An employee at universal container performs the role of a dispatcher and a

technician

How should a consultant configure the field service lightning to support this

behavior?

A.

Create one service resource and assign the relevant permission set license

B.

Create two skills records and assign them to service resources record

C.

Create two service resource and assign them to the employee

D.

Create one service resource and assign the technician and dispatcher role

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Question # 34

Ursa Major Solar (UMS) has implemented Field Service using a private record access model. UMS has also set work types to automatically generate Service Appointments.

Which two sharing options are available for these Service Appointments?

Choose 2 answers

A.

A Service Appointment can be shared by clicking Sharing on the record.

B.

The Service Appointment's parent record can be shared with the assigned resource.

C.

Auto-generated scheduled Service Appointments will be shared with resources.

D.

Make the dispatcher the assigned resource on the Service Appointments.

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Question # 35

Universal Containers (UC) wants to generate Work Orders from their Customer Service Cases. UC would like the Work Order to be linked to the Case and have the Customer Service Representative select a pre-defined template for the Work Order within the Service Console. Which two items should a Consultant recommend in order to achieve this? Choose 2 answers

A.

Add the Work Order Quick Action on the Case.

B.

Use Work Types to achieve pre-defined templates.

C.

Add the Work Order Quick Action on the Account.

D.

Use Record Types to achieve pre-defined templates.

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Question # 36

Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require expedited on-site service. How should a Consultant recommend UC handle unplanned service during times of severe weather?

A.

Configure a new Service Level for immediate assignment.

B.

Postpone all lower-priority jobs and extend Due Dates.

C.

Manually flag Service Appointments as “In Jeopardy” due to weather.

D.

Configure Emergency Policy and use the Emergency Wizard.

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Question # 37

Universal Containers wants to track how much time each Technician is actively working each day. Which two data elements should be captured in order to calculate percentage of time spend actively working.

A.

Technician hours at client location.

B.

Technician work orders completed

C.

Technician hours traveling

D.

Technician hours per day.

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Question # 38

Universal Containers has Role-based Technicians and Managers who handle Service Appointments. Many times, Technicians arrive on-site but are unable to gain access to the customer’s equipment. In this scenario, only the Manager has permission to cancel the Service Appointment. How should a Consultant recommend adhering to this business process?

A.

Assign Permission Sets that allow Status Transitions.

B.

Allow Status Transitions based on Role.

C.

Limit Status Transitions based on Profile.

D.

Configure Status Transitions based on Resource Type.

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Question # 39

At universal containers the service territory member’s time zone is one hour

behind the service territory time zone

how should the consultant ensure proper scheduling and optimization for the

member?

A.

Add one hour to the start and end times on the service territory.

B.

Add one hour to the start and end times on the service territory member’s operating

hours.

C.

Change the time zone on the service territory member’s user record to match the

service territory’s time zone.

D.

Subtract one hour from the start and end times on the service territory.

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Question # 40

universal containers technician may be assigned to jobs with arrival window to

meet the costumer appointment time preference technicians are also assigned to jobs

without a preferred appointment time

In which two ways should the consultant define operation house to meet this

requirement

Choose 2 answers

A.

When service resources are available for work

B.

The maintenance plan for account

C.

The due date of the service appointment

D.

The time slots for appointment booking

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Question # 41

A Dispatcher notices 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.

Update the Service Crew on the Service Appointment's Work Type.

C.

Use the Crew Management tool to add Service Resources to the Crew.

D.

A Create a new Service Appointment with a different Crew.

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Question # 42

Each door lock that universal containers (UC) sells have a unique 20-digit code. The code represents the manufacturer, production run, and production number UC

needs to track each lock in addition to the installed locks, all technician carry five

replacement in their van stock

How should UC track the van stock door locks?

A.

Create a product item for each door lock utilizing standard field

B.

Create a product item with all the serial numbers in the noted section

C.

Create a product item and enter a serial number in related list

D.

Create a product item and enter technician lock quantity

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Question # 43

A Technician at Universal Containers (UC) is responsible for servicing multiple Assets at a customer site during a single visit. UC wants to minimize impact for the customer and consolidate work for its Technician.

What should the Consultant recommend to meet this requirement?

A.

Create and schedule independent Work Orders for each Asset, each with a Service Appointment.

B.

Create and schedule a Service Appointment with a single Work Order with Work Order Line Items for each Asset.

C.

Create designated Time Slots to ensure appropriate time is held to accommodate these types of visits.

D.

Create a single Work Order with Work Order Line Items for each Asset, each with a Service Appointment.

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Question # 44

Universal containers wants to assign service appointments based on the polygon of

the child service

Territory in the hierarchy.

How should a consultant assign service appointments to the polygon?

A.

Set the polygon assignment policy to the highest level.

B.

Set the territory assignment policy to the highest level.

C.

Set the territory assignment policy to the lowest level.

D.

Set the polygon assignment policy to the lowest level.

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Question # 45

one of the universal container customers allow maintenance only between 12:00

noon to 1:00 pm

On which object should a consultant set operating Hours to meet this requirement?

A.

Service territory number

B.

Service territories

C.

Service appointment

D.

Account

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