Salesforce Field-Service-Lightning-Consultant today updated questions

Salesforce Certified Field Service Consultant (WI23) Questions and Answers

Question 1

universal container technicians have 12 mandatory company holidays each

calendar year. Technician need view all of their absence records at once

Which two applications should a consultant recommend to meet this requirement?

Choose 2 answers

Options:

Salesforce browser-based applications

Custom mobile applications

Field service lightning mobile applications

Salesforce mobile applications

Question 2

some technicians report that they are unable to login to the field service lightning

mobile app. The Consultant confirmed that the technician has field service lightning

resource license and field service lightning resource permission assign to them

How should a consultant provide access to FSL mobile app?

Options:

Assign a permission set

Modify the user profile

Update the public group membership

Modify the user record

Question 3

A Technician is onsite where there is no connectivity and is required to capture the customer’s signature. What is the appropriate order of operations as the Technician goes back online?

Options:

Deliver Service Report, capture signature, update records, sync device.

Capture signature, sync device, update record, deliver Service Report.

Deliver Service Report, update record, sync device, capture signature.

Capture signature, update record, sync device, deliver Service Report.

Question 4

Universal Containers’ (UC) Technicians often report seeing competitor’s assets when on-site. UC would like to run a report on which of their customers have competitive assets. How should a Consultant recommend meeting this requirement using the Field Service mobile app?

Options:

Manually create a competitor’s Asset Record on the Field Service mobile app.

Use a Quick Action to create a competitor Asset Record on the Field Service mobile app.

Use a Quick Action to create a Note to explain the competitor’s Asset and attach it to the Work Order.

Use a Macro to create a competitor Asset Record on the Field Service mobile app.

Question 5

Upon arrival for the service appointment, technician report a team of people is

required to resolve the issue

How can the dispatcher ensure the required resources are assign to the issue?

Options:

Create a new work order and assign a crew

Create a new service appointment and assign to crew

Assign the existing service appointment to the crew

Assign the existing work order to crew

Question 6

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?

Options:

Emergency

Appointment booking

Fill-in schedule

Get candidates

Question 7

Universal Containers wants to limit their Technicians' view of Work Orders and Service Appointments in the Salesforce Field Service mobile app.

What should a Consultant recommend to control their Technicians' view?

Options:

Mini-Page Layouts

Page Layouts

Visualforce Pages

Field Sets

Question 8

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

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

Options:

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

App.

Use work types to assign associated articles to work order.

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

assignments.

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

work order.

Question 9

Universal Containers wants to provide a pro-formal invoice to their customer at the completion of a Work Order. Which three should a Consultant set up in order to achieve this requirement?

Options:

Create Account-wide Discounts.

Apply Promotion to the Work Order.

Apply Price Book to the Work Order.

AppCreate Products and Price Book Entries.

Create Work Order Line Items with Products.

Question 10

Universal Containers wants to use Work Types, since many of their Work Orders require the same Field Service Technician skills. What should the Consultant consider when using Work Types?

Options:

A change to the skills on a Work Type will affect the required skill on Work Orders previously created from that Work Type.

A Work Order inherits the Work Types required skills; however, the user has the ability to add/remove skills on the Work Order.

An existing Work Order Line Item will inherit the required skill of a Work Type, regardless of any existing required skills.

A Work Order Line Item will inherit their parent Work Order’s Work Type Skills, and the user is unable to make additional changes.

Question 11

Universal Containers (UC) wants to measure their adherence to specific SLAs for all Work Orders. In which order should a Consultant Implement the setup to achieve this requirement?

Options:

Set UP Milestones, Create Entitlement records, Set Up Entitlements Process for Work Orders.

Set Up entitlements Process for Work Orders, Set Up Milestones, Create Entitlement records.

Set Up Milestones, Set Up Entitlements Process for Work Orders, Create Entitlement records.

Create Entitlement records, Set Up Entitlements Process for Work Orders, Set Up Milestones.

Question 12

Universal containers requires trained inspectors to make three site visits per year to

inspect containers sites. These visits must be scheduled within 14 days of the inspection

due date.

What are two ways s consultant can configure maintenance plans to meet the

requirement? Choose 2 answer

Options:

Auto-generate work orders with a 14-day Generation timeframe.

Associate a required skill called site visit to a maintenance plan.

Auto-generate work orders with a 14-day Generation horizon.

Associate a work type called site visit to a maintenance plan.

Question 13

Universal container UC has 140 service resources who handle 2400 service

appointment per day

How should UC define the service territories to ensure the high quality of optimization

and dispatcher experience?

Options:

The service territories with fewer than 50 resource

One service territory with four polygons

Two service territories that split the service resource evenly

Five service territories with fewer than 500 service appointment per day

Question 14

Universal Containers has noticed that with every new product release there is a rise in customer reported Cases and a decrease in first-time fix-rate. Which two recommendations should a Consultant make? Choose 2 answers.

Options:

Publish training documentation in a closed chatter group.

Increase training to Sales Representatives.

Publish pre-release documentation on the Customer Community.

Increase training to Field Service Technicians

Question 15

Universal Containers (UC) wants to schedule Work Orders only if Technicians have the necessary qualifications to complete the designated work. In which two ways can UC achieve this?

Choose 2 answers

Options:

Leverage the Match Skills Scheduling Policy when scheduling appointments.

Create Skills that relate to qualifications from Setup and assign them to a Service Resource.

Leverage the Match Skills Work Rule when scheduling appointments.

Create Skills that relate to qualifications from the Skills tab and assign them to a Service Resource.

Question 16

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?

Options:

Edit the Service Appointment and add a new Service Resource.

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

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

A Create a new Service Appointment with a different Crew.

Question 17

Universal containers wants to reduce field service-related costs by cutting overtime

pay and fuel expenses for internal employees when scheduling all service appointments.

Which two customizations should the consultant recommend to meet this requirement?

Choose 2 answers

Options:

Select the new policy as the scheduling policy for the scheduled optimization job.

Create a custom quick action for booking appointments and candidates that use the

new scheduling policy.

Create a new scheduling policy that includes service objectives in this order:

minimize overtime, minimize travel, preferred service resource, skill level, resource

priority, asap.

Create a new scheduling policy that includes service objectives in this order: ASAP,

Resource Priority, skill level, preferred services resource, minimize travel minimize

overtime.

Question 18

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.

Options:

Open a Case and inform Customer of weekend service pricing.

Open a Case and send email with new Service Offerings.

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

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

Question 19

Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country.

What Price Book structure is recommended?

Options:

Utilize a custom Price Book specific to each country.

Utilize the standard Price Book with pricing rules applied.

Utilize a custom Price Book with pricing rules applied.

Utilize a standard Price Book specific to each country.

Question 20

The org-wide default sharing for a service appointment is set to be private

If service appointment is cancelled, which users will have visibility to record?

Options:

Assigned resources, owner of service appointment and member of user territory

Assigned resources, owners of service appointment and member of service territory

Owner of service appointment and member of service territory

Owner of service appointment and member of user territory

Question 21

universal containers are implemented field service lightning and wants to make sre

the dispatch team receive work orders with appropriate resources and knowledge

article requirement is defined

What should a consultant recommend to achieve this requirement?

Options:

skill requirement work type and case process

work type skill routing skill requirements operating house and data categories

case process work types and record types

work types and skill requirements

Question 22

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?

Options:

Set the polygon assignment policy to the highest level.

Set the territory assignment policy to the highest level.

Set the territory assignment policy to the lowest level.

Set the polygon assignment policy to the lowest level.

Question 23

Universal Containers requires trained inspectors to make three site visits per year to inspect containers at customer sites. These visits must be created 14 days before the next suggested inspection date.

What are two ways a Consultant can configure Maintenance Plans to meet the requirement?

Choose 2 answers

Options:

Auto-generate Work Orders with a 14 day Generation Timeframe.

Auto-generate Work Orders with a 14 day Generation Horizon.

Associate a Work Type called Site Visit to a Maintenance Plan.

Associate a Required Skill called Site Visit to a Maintenance Plan.

Question 24

To ensure that preventative maintenance work can be completed on time. Universal Containers wants to automatically generate Work Orders 14 days before the next suggested maintenance date.

How should the Consultant meet this requirement?

Options:

Define a generation horizon of 14 days.

Define a generation timeframe of 14 days.

Configure Auto-generate Work Orders to True.

Define a generation horizon of 20,160 minutes.

Question 25

Universal Containers’ (UC) customers have asset scheduled to be moved between locations by field personnel. UC wants to implement a standard process focused on asset traceability. Which two object should a Consultant recommend to meet this requirement? Choose 2 answers

Options:

Work Orders

Assets

Cases

Service Appointments

Question 26

Universal Containers has a Partner Community. Work Orders are assigned to these partners. Partners are not interacting with Service Appointments or Service Resources. How would a Partner user update the Work Order record from a mobile device?

Options:

Field service mobile app

Salesforce mobile app

Work Order records cannot be updated on a mobile device

Salesforce Touch

Question 27

universal container requires trained inspectors to make 3 site visits per year to inspect the container customers' sites. These visits must be scheduled within 14 days of inspection due date.

What are two ways a Consultant can configure maintenance plans to meet the requirements?

Choose 2 answers

Options:

Auto generate work order with a 14 days generation horizon

Associate work type called site to maintenance plan

Associate a required skill call site visits to maintain plans

Auto generate work order with 14-day generation time frame

Question 28

Northern trail outfitters (NTO) asks its clients for feedback on every service visit.

NTO wants to dispatch the appropriate technicians based on customer feedback.

What are two ways the consultant can meet this requirement?

Choose 2 answers

Options:

Configure and add excluded and required required resource business objectives to

scheduling policies.

Configure customer preferences on the service resource record.

Configure resource preferences on the account or work order.

Configure and add excluded and required resource work rules to scheduling policies.

Question 29

Universal Containers has installed base equipment that requires specific expertise to install or decommission. Additionally, the effort can vary significantly based on equipment type. What solution should a Consultant recommend to efficiently manage installation and decommission work?

Options:

Validation Rules and Work Types

Work Types and Skill Requirements

Milestones and Service Appointments

Skill Requirements and Entitlements

Question 30

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?

Options:

Use work type with required skills

Assign the appropriate skill to resource

Select the relevant work type for each resource

Create a multiple work order line per service

Question 31

which configuration can universal containers use to brand the field service lightning mobile app?

Options:

Company colours

Company address

Company style sheets

Company logo

Question 32

AW Computing uses a private record access model in the sales, support, and field service organizations.

How should the system administrator ensure that the technicians have the appropriate access to the service appointments dispatched to them?

Options:

Create a user territory for the technicians' primary and secondary territories.

Create a process to change the owner of the service appointment to the assigned technician.

Enable the sharing features in the Field Service settings in the Setup menu.

Configure a sharing rule to share dispatched service appointments with the assigned resource.

Question 33

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?

Options:

Configure a new Service Level for immediate assignment.

Postpone all lower-priority jobs and extend Due Dates.

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

Configure Emergency Policy and use the Emergency Wizard.

Question 34

When the universal container UC technician installed a product at a customer site

the technician must perform all future work for that customer

Which process should the consultant use to meet the requirements?

Options:

Add the resources as a required resource on the contact

Add the resources as a required resource on the work order

Add the resources as a required resource on the asset

Add the resources as a required resource on the account

Question 35

Universal Containers wants to allow Field Technicians to view work progress through the Work Order Line Item card in the Field Service mobile app. How can this be supported?

Options:

Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.

Create a custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.

Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician’s profile.

Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through salesforce1.

Question 36

What is the most efficient way for a Consultant to keep Technicians proactively informed about updates to their Service Appointments and Work Orders in the Field Service mobile app?

Options:

Utilize Schedules Jobs from the Field Service Admin app.

Enable Notifications in Field Service Settings.

Utilize Triggers to send emails to relevant users.

Enable Push Notifications in the Service Console app.

Question 37

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?

Options:

Create a new work order line item for each site visit.

Create a new product consumed for each site visit.

Create a new child work order for each site visit.

Create a new service appointment for each site visit.

Question 38

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?

Options:

Assets

entertainment plan

product item

maintenance plan

Question 39

Universal Containers UC wants to ensure that technicians enter required

information only once when completing work orders on the field service lightning

mobile app. The information entered by technicians need to also update the service

appointment and the case that are associated to the work order.

What should consultant leverage to ensure the right data is captured from the field

service lightning mobile app?

Options:

Lightning component with required field to update the case, work order and service appointment

Quick actions on cases, work orders and service appointment with required fields

Quick action on the work order and flow to update the case and service appointment

Process builder on case to update the service appointment and work order

Question 40

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?

Options:

Work Order Line Items

Service Contract

Work Order

Account

Question 41

Universal Containers (UC) wants to better understand their service business and Field Service Technician terms’ schedules. A Consultant suggested UC start to forecast and plan. Which two abilities does forecasting and planning provide?

Options:

Proactively adjust Service Contracts.

More accurately assign Work Orders based on skills.

Proactively adjust to address demand fluctuations.

More consistently meet customer response times.

Question 42

A mobile technician uses parts present in their van to complete an on-site customer installation. The technician has marked the service appointment and work order as completed. They want to record the parts used in completing the job and adjust their van stock.

Where should the technician record this information?

Options:

The Product Item Transactions Related List on the Product Item

The Work Order Line Item associated with the completed Work Order

The Products Consumed section on the Work Order

The Product Request Line Item associated with the Product

Question 43

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?

Options:

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

appropriate work order based on its price book.

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

the preferred price book.

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

on the work type.

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

book to work order line item.

Question 44

Universal Containers has a call center that responds to requests from customers and schedules time for Field Service Engineers (FSEs) to perform work on assets owned by the client. Call Center Agents are responsible for booking appointments.

Which permission set license should be assigned to the Call Center Agents?

Options:

F5L Dispatcher License

FSL Resource License

FSL Admin License

FSL Agent License

Question 45

In the dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? Choose 3 answers

Options:

Google Traffic Data

Resource’s Home Base

Service Appointments

Resource’s Travel Speed

Service Appointment Dependencies

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Salesforce Field-Service-Lightning-Consultant Salesforce Certified Field Service Consultant (WI23) Exam Practice Test

Salesforce Certified Field Service Consultant (WI23) Questions and Answers

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