Field Service Consultant Exam 2 V1

Field Service is NOT available for which edition of Salesforce?

A team of technicians is needed to handle “Complex Work”. What feature should the consultant configure to meet the requirements?

What objects are related to time sheet entries? (Choose 2)

Which object can be used to share service appointments with service resources in Field Service?

A company uses two contractors to perform repair work in a certain territory. One contractor has provided services for the company for a longer period of time and has more experience than the other contractor. How should the consultant configure the contractors’ experience?

Where is Field Service enabled?

A company outsources hours of weekly maintenance to an external contractor. The contractor then assigns work to his technicians. The contractor is responsible for updating the service appointments and work orders when completed. How should a consultant implement this requirement?

In what ways should a consultant handle the relationship between locations and territories? (Choose 2)

What features are included in Field Service? (Choose 3)

What feature allows you to set up varying work intervals? This feature can be utilized to extend or replace operating hours.

A company is planning to deploy Field Service Lightning to ten external contractors. Seven of these contractors need access to work order assets and use the mobile app. The other three contractors only need to schedule resources. What license types and quantities should a consultant recommend?

What permission set licenses are related to the Field Service managed package and mobile app? (Choose 3)

Which Field Service permission set is NOT required for dispatchers or service resources?

A technician is working on three different products at a customer’s site. Each is tracked as a separate asset. How should a consultant ensure that the service for each product is handled independently? (Choose 2)

A manager wants to quickly identify the location and status changes on a product installed at a customer site. How can the life cycle be tracked?

Which steps should a technician follow to report that a replacement asset has been installed?

A company requires quarterly inspection visits to a customer site. These visits must be scheduled within seven days of the inspection due date. In what ways can a consultant configure the maintenance plans to meet the requirements? (Choose 2)

What are two other components of maintenance plans? (Choose 2)

A customer requires a maintenance plan of 12 monthly visits per year. The customer plans to call to schedule each visit. How should the consultant configure the maintenance plan?

A company has both internal technicians and external contractors who use most of the same functionalities. If geotracking needs to be enabled for the internal team only, how should external contractors be excluded?

A standard service report can be customized in Field Service to meet the company’s preference. What options are available to configure? (Choose 2)

While technicians are out in the field, how can they be updated on changes to their service appointments and work orders on the mobile app?

How can progress on the Work Order Line Item card be viewed in the Field Service mobile app?

How can technicians generate a service report in the customer’s language?

How should a consultant configure Field Service to support customer signatures?

A company is setting up inventory management to manage and report on parts and inventory. Ideally, when work orders are created, the applicable products should be automatically associated with the work order based on the work to be performed. As a consultant, how would you meet this requirement?

A company sells a product that has a specific code which represents the manufacturer and other details. How can this product inventory on the technicians’ trucks be tracked?

A company is deploying Field Service and has various prices by country. What price book structure is recommended?

The Field Service Technician wants the ability to view the list of available parts on another technician’s van. What should a consultant recommend to view, request, and transfer parts between technicians’ vans?

What should a consultant take into consideration when enabling milestones for work orders?

A company would like to provide their platinum customers with phone support for all products. A platinum customer calls regarding an issue with that product. What should be implemented to ensure the customer’s case automatically receives phone support?

A company would like to deploy Knowledge to its field team. How should the consultant ensure that the technicians can access the knowledge articles offline?

A company would like to enforce a 24-hour SLA to ensure that technicians perform follow-up activities after they leave the customer site and the “Technician Wrap Up” has been completed. What configurations should a consultant implement to ensure that this is achieved? (Choose 2)

In an effort to improve customer satisfaction, a company would like to provide customers with adequate information about upcoming appointments. What fields should be shared with the customer about an upcoming appointment? (Choose 2)

A company would like to standardize the process of creating work orders using a guided process. What should the consultant recommend to meet this requirement?

What should a consultant utilize to standardize the creation of work orders with the applicable skills for products?

How should a consultant ensure that required data is populated by the technicians in compliance with the company’s business process? This information is needed to update both the service appointment and the case associated with the work order. How can this requirement be met?

A customer site has multiple machines with different issues that need to be addressed. The company wants to track the progress, parts used and time spent on each machine. How should the consultant meet these requirements?

What considerations should the consultants take into account when implementing service level agreements for work orders? (Choose 3)

Which of these is NOT a valid field in the work type object?

Knowledge base was recently launched to provide field technicians with information necessary to complete work orders. What capabilities will now be available to both technicians and service agents? (Choose 2)

A company would like to start utilizing work types since many of their work orders require the same technician skills. What should a consultant consider when using work types?

A company wants to track compliance on work order SLAs for their customers. What is the correct order to set up the process?

Dispatch notices that many service appointments were unscheduled following an optimization job run. The consultant notices that the optimization runtime per service appointment is set to ”Low” in the Field Service settings. What would suggest changing the settings from “Low” to ”High”? (Choose 2)

A dispatcher needs to schedule service appointments from the dispatch console. The scheduling policy must be taken into consideration. What options are available to the dispatcher? (Choose 3)

A Field Service Manager would like to reduce costs by reducing overtime and fuel expenses. What should the consultant recommend to meet these requirements? (Choose 2)

The Field Service Manager has asked that service appointments with a status of “Cannot Complete” should not be rescheduled or unscheduled for historical tracking purposes. What step can the consultant recommend to meet this requirement?

The dispatcher needs to prioritize individual customer preferences while working on a backlog of requests. Which scheduling policy should the dispatcher utilize?

A dispatcher has been tasked with working only on the new service appointments that have not been scheduled. What is the most efficient way to view appointments that need to be scheduled?

What is the best way to identify the service appointments with the highest dollar amount on the Gantt?

How should a consultant assign service appointments based on the polygon of a child service territory?

What feature on the Gantt shows which resources need more or fewer appointments?

A customer support agent receives a case for an urgent repair job. The work should be assigned to a technician in the area even if the technician is currently on another assignment. Which scheduling action should the consultant recommend to the agent?

A company with several territories wants to ensure that service appointments are dispatched to technicians within the same service territory only. How can this be configured in Field Service?

What feature should a consultant implement for a customer who has a preferred technician?

Which work rule should a consultant utilize to assign service resources based on related object records?

A manager would like to easily review a specific group of service appointments on the Gantt. What options are available? (Choose 2)

A company gathers survey feedback from customers after a service appointment and would like to dispatch the appropriate technicians based on customer feedback. How can this requirement be met? (Choose 2)

For what scenarios should a consultant recommend multi-day service appointments? (Choose 2)

A customer has two service appointments scheduled on the same day for a sales and service issue; both are scheduled in sequence. The technician must complete one appointment before starting the next appointment. What should a consultant confirm to ensure that these requirements are met? (Choose 3)