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Field-Service-Consultant Practice Questions

Question # 1

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. 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.

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

Explanation:

This option allows reporting on assets and their attributes, including hierarchical relationships, by using the standard asset reports and fields. References: https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm&type=5

Question # 2

Universal Containers wants to track Technicians' van stock using the Salesforce Field Service mobile app a ensure that Technicians report when parts are used. Which three data elements should a Consultant recommend tracking to support these requirements? Choose 3 answers
A. Inventory
B. Warehouse Locations
C. Products Consumed
D. Products Required
E. Mobile Locations

A. Inventory
C. Products Consumed
E. Mobile Locations

Explanation:

Inventory is used to track product quantities in different locations such as warehouses or vans. Products Consumed are used to report when parts are used by technicians during service appointments and adjust inventory levels accordingly. Mobile Locations are used to track inventory in technicians’ vans or trucks using geolocation data from their mobile devices. Warehouse Locations are used to track inventory in fixed locations such as warehouses or depots using address data from their records. Products Required are used to request products from inventory for a service appointment, but do not ensure that technicians report when parts are used.

References:

https://help.salesforce.com/s/articleView?id=sf.fs_inventory_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_mobile_locations_overview.htm&type=5

Question # 3

Universal containers products need to be traceable form the factory to customer sites. The products are installed using disposable kits. How should the consultant configure this?
A. Create the products and the installation kits as unsterilized inventory.
B. Create the products and the installation kits as serialized inventory.
C. Creak the products as serialized inventory and the installation kits as unsterilized inventory.
D. Create the products and the installation kits as a single serialized product.

C. Creak the products as serialized inventory and the installation kits as unsterilized inventory.

Explanation:

Serialized inventory allows tracking individual product items by serial number, which is useful for traceability from factory to customer sites. Unsterilized inventory allows tracking product quantities without serial numbers, which is suitable for disposable kits that are not reused or returned. Creating both products and kits as serialized or unsterilized inventory would not meet the requirement of traceability for products and disposability for kits.

References:

https://help.salesforce.com/s/articleView?id=sf.fs_serialized_inventory_overview.htm&type =5

https://help.salesforce.com/s/articleView?id=sf.fs_unserialized_inventory_overview.htm&ty pe=5

Question # 4

Northern Trail Outfitters has hired a contractor to help with service calls on an as-needed basis. The contractor should be limited to travel a maximum of 50 minutes from home. Which action should a consultant recommend?
A. Link rules to Relevance Groups.
B. Assign a high efficiency score.
C. Check 'Keep These Appointments Scheduled'.
D. Include a Match Fields work rule

D. Include a Match Fields work rule

Explanation:

Match Fields work rules are rules that restrict travel distance between home location and first appointment location for resources[64]. Including a Match Fields work rule would allow limiting contractors to travel a maximum of 50 minutes from home by setting up criteria such as travel distance less than or equal to 50 minutes between home location field and first appointment location field[65]. Linking rules to Relevance Groups would not limit travel distance between home location and first appointment location for resources. Relevance Groups are groups of rules that apply only to specific types of services such as emergency or preventive maintenance[66]. Assigning a high efficiency score would not limit travel distance between home location and first appointment location for resources. Efficiency score is a metric that measures how well resources use their working hours based on factors

Question # 5

Universal Containers's Dispatchers want to visualize the planned travel route for a Technician during their shift. Which feature should the Consultant recommend to meet the requirement?
A. Service Appointment Reports
B. Service Resource Dashboard
C. Street-level Routing
D. Aerial Routing

C. Street-level Routing

This option allows visualizing the planned travel route for a technician on a map, based on the street-level directions and traffic conditions. References: https://help.salesforce.com/s/articleView?id=sf.fs_street_level_routing.htm &type=5

Question # 6

A Universal Containers customer is having issues with three containers at the customer's site. Each container is tracked as an Asset on the customer's Account. Which two methods should the Consultant recommend to ensure the service associated with each container can be handled independently? Choose 2 answers
A. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for each Line Item.
B. Add each Asset to a separate child Work Order. Create a Service Appointment for the parent Work Order.
C. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for the Work Order.
D. Add each Asset to a separate Work Order. Create a Service Appointment for each Work Order.

A. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for each Line Item.
D. Add each Asset to a separate Work Order. Create a Service Appointment for each Work Order.

Work Orders are records that track customer requests for service such as repairs or maintenance[47]. Work Order Line Items are records that track specific tasks or products related to a work order[48]. Service Appointments are records that track the date, time, duration, and assigned resource for a work order or work order line item[49]. Adding each Asset to a separate Work Order Line Item or a separate Work Order would allow handling the service associated with each container independently by creating different records for different containers. Creating a Service Appointment for each Line Item or each Work Order would allow scheduling and dispatching the service associated with each container independently by assigning different resources and time slots for different containers. Adding each Asset to a separate child Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. Creating a Service Appointment for the parent Work Order would not allow handling the service associated with each container independently by assigning one resource and time slot for all containers.

References: https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5

Question # 7

Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers
A. Color Palettes
B. Gantt
C. Gantt Map
D. Appointment List

A. Color Palettes
D. Appointment List

Explanation:

Color Palettes are settings that allow dispatchers to customize the colors of service appointments on the Gantt based on different criteria such as status, priority, or rule violations[154]. Appointment List is a tool that allows dispatchers to view and filter service appointments in a list view based on different criteria such as status, priority, or rule violations[155]. Using these two features on the Dispatcher Console would allow visualizing Rule Violating Service Appointments by setting up color codes or filters based on rule violations. Gantt is a tool that allows dispatchers to view and manage service appointments on a timeline[156]. Gantt Map is a tool that allows dispatchers to view and manage service appointments on a map[157]. Using these two features on the Dispatcher Console would not allow visualizing Rule Violating Service Appointments by themselves unless combined with color palettes or appointment list.

References:

https://help.salesforce.com/s/articleView?id=sf.fs_gantt_color_palettes_overview.htm&type =5

https://help.salesforce.com/s/articleView?id=sf.fs_appointment_list_overview.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.fs_gantt_overview.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.fs_gantt_map_overview.htm&type=5

Question # 8

Ursa Major Solar would like the technician who performed a customer's initial installation to also perform any subsequent service calls. Which two actions should the field service administrator take to configure field service to ensure the installation technician is assigned to subsequent service calls? Choose 2 answers
A. Create a child work order for maintenance on the original installation work order.
B. Add the preferred resource service objective to the scheduling policy.
C. Add the technician as the required resource on the service appointment.
D. Add the technician as a preferred resource on the account record.

B. Add the preferred resource service objective to the scheduling policy.
D. Add the technician as a preferred resource on the account record.

Explanation:

These are two actions that can help ensure that the technician who performed a customer’s initial installation is also assigned to subsequent service calls. A preferred resource is a resource that has a preference or affinity for working with a specific account or service territory. A preferred resource service objective is a service objective that prioritizes resources that are preferred for an account or service territory. By adding the technician as a preferred resource on the account record, and adding the preferred resource service objective to the scheduling policy, the system can assign the technician to future service appointments for that account.

References:

https://help.salesforce.com/s/articleView?id=sf.fsl_preferred_resources.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.fsl_service_objectives.htm&type=5

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Salesforce Field-Service-Consultant Exam Dumps

Exam Name: Salesforce Certified Field Service Consultant (SU24)
Certification Name: Field Service Lightning program

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