Salesforce Field-Service-Consultant Salesforce Certified Field Service Consultant (SP23) Exam Practice Test

This option allows creating a record to request products from another inventory location and adding product request line items for each product requested. References: https://help.salesforce.com/s/articleView?id=sf.fs_product_requests_overview.htm &type=5

This option allows generating a report in the customer’s language by selecting the language from a picklist field on the work order record. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_language.htm &type=5

To perform multi-staged jobs, where the second job can only begin after completion of the first job, two service appointments can be created and linked by setting the Related Service Appointment field on the second service appointment to point to the first one, and setting the Time Dependency field to After Previous. Creating one service appointment with the total duration of the two jobs and assigning two resources would not ensure that the second job starts after the first one. Creating two service appointments and scheduling them to the same resource or creating one service appointment and scheduling it to two different resources would not create a dependency between the jobs. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_appointment_dependencies.htm &type=5

Contractors are external users who can access Field Service features such as work orders, service appointments, assets, products consumed, etc… There are two types of contractor licenses available: Contractor (Full Access) and Contractor (Limited Access). Contractor (Full Access) licenses allow users to access all Field Service features except scheduling optimization. Contractor (Limited Access) licenses allow users to access only work orders assigned to them or their crew members via mobile app or web browser[22. Universal Containers should deploy 25 Contractor (Full Access) licenses to contractors who need to schedule resources and 75 Contractor (Limited Access) licenses to contractors who need access to work orders, assets, mobile app, and chatter. References: https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_license_types.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_full_access_license_features.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_limited_access_license_features.htm &type=5

Product Items are records that track the location, quantity, and status of a product in inventory[43]. Product Items can be used to better understand the distribution of a critical and expensive part across all inventory locations as the part is reused and restocked. Maintenance Plan is a feature that defines the recurring service schedule for an asset or a product[44]. Entitlement Plan is a feature that defines the terms of support for customers such as number of cases allowed or response time[45]. Assets are records that represent products that customers have purchased and that require service[46]. References: https://help.salesforce.com/s/articleView?id=sf.fs_product_items.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.entitlements_templates_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_assets.htm &type=5

These three objects are associated to the work type, as they define the skills, products, and service appointments that are related to the type of work performed. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5

Crew Management is a feature that allows creating and managing crews of multiple service resources who share the same service appointments[163]. The Preferred Resource service objective is ignored for active Crew Members because it only applies to individual resources and not crews[164]. Capacity-based scheduling is not supported for Service Crews because crews do not have capacity limits and can be assigned unlimited service appointments[165]. A service resource can be a member of multiple crews and can switch between them depending on their availability and skills[166]. Salesforce Field Service does not consider the Recommended Crew Size when assigning appointments because it only considers the Required Crew Size which indicates the minimum number of crew members needed for a service appointment[167]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_limitations.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_limitations.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_create_edit_delete.htm &type=5 https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceappointment_requiredcrewsize.htm

This configuration can be used to brand the Salesforce Field Service mobile app by uploading a custom logo image that appears on the app’s login screen and navigation bar. References: https://help.salesforce.com/s/articleView?id=sf.fs_mobile_branding.htm &type=5

This option allows recording the required work for each component separately, and tracking the status and progress of each Work Order Line Item. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5

Updating the Resource as not available allows marking a resource as unavailable for a specific time period due to sickness, vacation, or other reasons[27. Selecting the affected Service Appointments and pressing “Schedule” allows rescheduling multiple service appointments at once based on predefined criteria such as travel time or priority[28. Dragging and dropping the Service Appointments to other available Resources and running Optimization would reschedule service appointments manually and then run an optimization process that could override the manual changes[29. Asking the Customer Service Rep to call the customers and manually re-schedule for another day would not use the scheduling features of Field Service and could result in customer dissatisfaction or missed service level agreements. Changing the Scheduling Policy to “High Intensity” and activating the Background Optimization process would change the optimization criteria for all service appointments and run an optimization process in the background that could take a long time to complete[30. References: https://help.salesforce.com/s/articleView?id=sf.fs_resource_absences_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_schedule_service_appointments.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_background_optimization_overview.htm &type=5

Status Transitions are settings that define which status updates are allowed or restricted for service appointments[205]. Pinned Statuses are settings that prevent service appointments from being rescheduled or unscheduled by scheduling or optimization services[206]. Ensuring that Status Transitions are configured to prevent the update from “Cannot Complete” to “Scheduled” and defining “Cannot Complete” as a Pinned Status for Scheduling and Optimization Services would allow Universal Containers to ensure that Service Appointments in a “Cannot Complete” status are unable to be rescheduled or unscheduled for history tracking purposes by restricting the status change from “Cannot Complete” to “Scheduled” and preventing scheduling or optimization services from moving or removing service appointments with the “Cannot Complete” status[207]. Defining “Cannot Complete” as a Pinned Status for Auto-Dispatch Services would not affect whether Service Appointments in a “Cannot Complete” status are able to be rescheduled or unscheduled. Auto-Dispatch Services are settings that automatically assign service appointments to resources based on predefined criteria[208]. Ensuring that Status Transitions are configured to allow the status update from “Cannot Complete” to “Scheduled” would not ensure that Service Appointments in a “Cannot Complete” status are unable to be rescheduled or unscheduled. It would enable the status change from “Cannot Complete” to “Scheduled”. References: https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_pinned_statuses_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions_create_edit_delete.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_auto_dispatch_overview.htm &type=5

Gantt Palettes allow the dispatcher to color code service appointments based on any field value, such as revenue or priority. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_palettes.htm &type=5

The Products Consumed section on the Work Order allows the technician to record the products used and adjust the inventory levels of their van stock. The Product Item Transactions Related List on the Product Item shows the history of product movements, but does not allow recording new transactions. The Work Order Line Item associated with the completed Work Order shows the products required, but not the products used. The Product Request Line Item associated with the Product shows the products requested, but not the products consumed. References: https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_product_item_transactions.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_product_request_line_items.htm &type=5

These two ways should be recommended to track these inventory requirements in Salesforce, as they allow specifying which products are needed for work orders or work order line items and updating the inventory accordingly. References: https://help.salesforce.com/s/articleView?id=sf.fs_products_required.htm &type=5

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

Status Transitions are settings that define which status updates are allowed or restricted for service appointments[205]. Pinned Statuses are settings that prevent service appointments from being rescheduled or unscheduled by scheduling or optimization services[206]. Ensuring that Status Transitions are configured to prevent the update from “Cannot Complete” to “Scheduled” and defining “Cannot Complete” as a Pinned Status for Scheduling and Optimization Services would allow Universal Containers to ensure that Service Appointments in a “Cannot Complete” status are unable to be rescheduled or unscheduled for history tracking purposes by restricting the status change from “Cannot Complete” to “Scheduled” and preventing scheduling or optimization services from moving or removing service appointments with the “Cannot Complete” status[207]. Defining “Cannot Complete” as a Pinned Status for Auto-Dispatch Services would not affect whether Service Appointments in a “Cannot Complete” status are able to be rescheduled or unscheduled. Auto-Dispatch Services are settings that automatically assign service appointments to resources based on predefined criteria[208]. Ensuring that Status Transitions are configured to allow the status update from “Cannot Complete” to “Scheduled” would not ensure that Service Appointments in a “Cannot Complete” status are unable to be rescheduled or unscheduled. It would enable the status change from “Cannot Complete” to “Scheduled”. References: https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_pinned_statuses_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions_create_edit_delete.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_auto_dispatch_overview.htm &type=5

Match Boolean is an optimization criterion that prioritizes matching service appointments with resources based on boolean fields such as certifications or preferences[139]. Using Match Boolean in the Scheduling Policy would allow Universal Containers to ensure that Service Appointments are only assigned to Active Resources by creating a boolean field on the service resource object such as Active Resource and setting it to true or false depending on their status. Match Fields is an optimization criterion that prioritizes matching service appointments with resources based on fields such as skills or territories[140]. Preferred Resources is an optimization criterion that prioritizes assigning service appointments to resources who have previously completed similar work orders or who are preferred by customers[141]. Required Resources is an optimization criterion that prioritizes assigning service appointments to resources who are explicitly required by customers or dispatchers[142]. References: https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_match_boolean.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_match_fields.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_preferred_resources.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_required_resources.htm &type=5

These three considerations should be taken into account when implementing service level agreements for work orders, as they affect how milestones are created and applied to work orders. References: https://help.salesforce.com/s/articleView?id=sf.fs_milestones_for_work_orders_overview.htm &type=5

Service Appointments are records that track the date, time, duration, and assigned resource for a work order or work order line item[117]. Creating a new Service Appointment for each site visit would allow Universal Containers to track when Technicians need to visit a customer site multiple times to resolve an issue by creating different service appointments for the same work order and capturing notes and status updates for each service appointment. Creating a new Child Work Order for each site visit would create unnecessary records and complexity. Child Work Orders are work orders that are related to another work order as part of a hierarchy[118]. Creating a new Product Consumed for each site visit would not track the site visits. Products Consumed are records that track the products or parts that are used or installed during a service appointment[119]. Creating a new Work Order Line Item for each site visit would not track the site visits. Work Order Line Items are records that track specific tasks or products related to a work order[120]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5