HomeSalesforceField Service Lightning programSalesforce Field Service Consultant Dumps – New Learning Materials Online

October 20, 2022

Salesforce Field Service Consultant Dumps – New Learning Materials Online

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1. Universal container is evaluating a strategy for reducing the cost of service using the automated scheduling

Which two approaches will contribute to this goal?

Reduce the travel time per work order

Reduce the overtime per work order

Reduce the number of territories

Reduce the work order per shift

2. universal container (uc) sells shipping Containers and container parts. UC wants to track each customer's container and associated part for field servicing, sales, and reporting purposes

Which solution should a Consultant recommend to relate the part to a customer container?

Add the container as an asset on account and make the part internal assets

Add the container as product on the account and part to the child product related list

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

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

3. Often, Technicians earn certifications that must be renewed periodically to ensure their skills remain up-to-date.

How can these certifications be manager on the Resource?

Add the Resource Skill and track certification using reminder.

Add the Resource Skill and create Absence once expired.

Add the Resource Skill as Time Phased.

Add the Resource Skill and remove from the Service Territory once expired.

4. 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?

Mini-Page Layouts

Page Layouts

Visualforce Pages

Field Sets

5. Org-Wide Default sharing is set to Private in a Salesforce org.

If the Field Service Lightning User Territory feature is enabled, which three objects will be visible to users who are part of the User Territory? Choose 3 answers

Accounts

Service Resources

Work Orders

Resource Absences

Work Types

6. 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?

Create Account-wide Discounts.

Apply Promotion to the Work Order.

Apply Price Book to the Work Order.

App Create Products and Price Book Entries.

Create Work Order Line Items with Products.

7. universal containers want to limit their technicians view of work orders and appointment in the field service lightning mobile app

What should a consultant recommend to control their technicians?

field sets

page layouts

mini page layouts

visual force page

8. Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.

When designing the Customer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming appointment? Choose 2 answers

Scheduled End

Arrival Window Start

Scheduled Start

Arrival Window End

9. Northern Trail Outfitters (NTO) wants to track and report on individual tasks completed, including parts consumed and pricing details, as part of the Work Order completion process. NTO wants to schedule one or multiple tasks to different Technicians as needed.

How should the Consultant meet the requirement utilizing the standard Salesforce Field Service Data Model?

Create multiple Service Appointments, each with its own child Work Order Line Item.

Create Work Order Line Items, each with its own child Service Appointment.

Create multiple Service Appointments, each with its own child task records.

Create Custom Object records, each with its own child Service Appointment.

10. universal containers need to send the technician into the field to service containers. It takes two technicians with specialized skill to complete the work at same time

How should the consultant make this requirement?

Create a work rule with two required skills

Create a two-service crew

Create a crew with two technicians

Create two service appointment

11. Universal Containers wants to assign Service Appointment based on the Polygon of the child service territory in the hierarchy.

How should a Consultant assign Service Appointments to the Polygon?

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.

12. Universal Containers wants Field Technicians to capture customer authorization via a signature through Salesforce mobile app.

What should a Consultant recommend?

Create a Quick Action on the Service Appointment to launch a Visualforce signature page.

Create an Approval Process from the Service Appointment for the customer's Authorization.

Create a Checkbox on the Service Appointment that will capture the customer's Authorization.

Create a custom text field to capture the customer's signature on Salesforce mobile app.

13. Which configuration can Universal Containers use to brand the Salesforce Field Service mobile app?

Company style sheets

Company colors

Company logo

Company address

14. Northern Trail outfitters (NTO) want to track the report on individual tasks completed, including part consumed and pricing details, as part of the work order completion process. NTO want to schedule one or multiple tasks to the different technician as needed

How should the consultant meet the requirements utilizing the standard field service lightning data model?

Create work order line item, each with its own child service appointment

Create a multiple service appointment, each with its own child task records

Create a multiple service appointment each with its own child work order line item

Create a custom object records, each with its own child service appointment

15. Universal Containers has enabled Field Service Lightning and is looking to enable Entitlements for Work Orders.

What should a Consultant take into consideration?

Managing page layouts and milestone trackers can be done in salesforce1.

Creating Entitlements for Cases and Work Orders must be separated.

Managing page layouts and validation rules can be done in Salesforce Lightning.

Creating Entitlements for Work Orders requires Lightning to be enabled.

16. Each container consists of multiple parts that are tracked by Asset records. Universal Container's customers usually wait until several parts need service before requesting a Technician come on-site to save money on service charges.

How should a Consultant configure Salesforce Field Service to track the work performed?

Create a Work Order and Work Order Line Item for each Asset being serviced.

Create a Work Type to automatically create relevant line items for each Asset.

Create a Work Type and Work Order for each Asset being serviced.

Create a Work Order for all Assets being serviced and a Work Order Line Item for each Product Consumed.

17. Universal containers plans to deploy field service lightning to 100 external contractors. There are 75 contractors who need access to work Orders assets mobile app, and chatter. the remaining 25 contractors are paid a commission on sales of containers and need to schedule resources.

Which license types and quantities should the consultant recommend?

100 contractors 100 contractors

25 contractors 75 contractors 25 contractors

25 contractors 100 contractors

18. 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?

Proactively adjust Service Contracts.

More accurately assign Work Orders based on skills.

Proactively adjust to address demand fluctuations.

More consistently meet customer response times.

19. A consultant has implemented user territories at Northern Trail Outfitters (NTO) in a private sharing model. A new Midwest Service Territory has been created.

Which two actions should NTO take to give the dispatcher access to all relevant Midwest records? Choose 2 answers

Create a new user territory associated with the Service Territory and dispatcher.

Configure and run the User Territory Sharing Job in Field Service Settings.

Assign a new user territory and add each of the assigned service resources.

Add the resources assigned to the Service Territory's Member related list.

20. Universal Containers wants to process mobile payments.

How can this requirement be met?

Attach a picture of the credit card

Add a custom filed to store the credit card number

Create a custom payments object

Install an AppExchange package.

21. northern trail outfitters (NTO) wants to improve costume satisfaction by setting expectations around upcoming appointments.

When designing the costume service representative’s user interface, in most cases which tow fields should be shared with the costumer about an upcoming appointment? Choose 2 answers

scheduled end

arrival window starts

arrival window end

scheduled start

22. 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.

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.

23. Northern trail outfitters (N T O) wants to automatically dispatch a technician’s next two service appointments after the technician completes their current service appointment. NTO wants to be consistent across all of the service territories and control the number of service appointments that are pushed to the technician.

What automated processing should the consultant configure upon work order completion to dispatch the next two appointments?

Create an apex trigger.

Build a workflow rule.

Configure an auto dispatch schedule job.

Enable drip feed dispatch.

24. Universal containers want to track the full lifecycle of an installed product, including when a swap is needed as part of a service order.

Which steps technicians follow to report that a substitute asset is installed?

Mark installed asset as "shipped" - create a new product - relate the product to the asset

Mark installed asset as "obsolete"- create a new product - related the product to asset

Mark installed asset as "shipped" - create new assets - create a new asset of relationships type = "shipment"

Mark installed asset as "obsolete"- create a new product - create a new asset of relationships type =" replacement"

25. Universal Containers would like to provide Field Service Technicians the ability to capture details and customer approval on completed work so that the details can be compiled and sent to the customer electronically.

What should a Consultant recommend to meet this requirement?

Create a Process Builder to generate a report.

Create a custom report.

Use the standard Service Report

Use the standard Work Order email template.

26. 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?

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

27. 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?

Attachments on Cases.

Knowledge Base on Cases.

Custom Links on Work Orders.

Knowledge Base on Work Orders.

28. Universal containers want to schedule delivery using field service lightning. Each delivery requires that an installation and safety inspection be performed by different technicians during the same visit. The safety inspection needs to be executed after the installation is completed

How should the Consultant use complex work to meet this requirement?

Define start after finish and same day dependencies

Define a same start dependency

Define same resource and start dependencies

Define start after finish dependencies

29. 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?

Resource schedule optimization

Reschedule appointment

Fix overlaps

Fall in schedule

30. 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.

Adjust Scheduling Policy

Knowledge Base

Customer Entitlements

Dispatching

Scheduling

31. 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?

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.

32. universal container want to track technician van stock using the field service lightning mobile app and ensure the technician report when part is used

Which three data elements should a consultant recommend tracking to support this requirement? Choose 3 answers

Products required

Inventory

Mobile locations

Warehouse locations

Product consumed

33. Universal Containers utilizes two contractors, Contractor 1 and Contractor 2, to perform repair work, Contractor 1 has provided service longer for Universal Containers and is considered to have more repair work expertise than Contractor 2.

How should a Consultant configure this expertise for Contractor 1 versus Contractor 2?

Assign Contractor 2 as an excluded Resource.

Assign Contractor 1 and 2 different capacities for repair work.

Assign Contractor 1 as a Preferred Resource.

Assign Contractor 1 and 2 different Skill Levels for repair Work Type.

34. universal containers have 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?

FSL dispatcher license

FSL agent license

FSL admin license

FSL resource license

35. Which fields on service appointments help ensure that they are completed within the agreed upon service level agreement (SLA) with universal containers customers?

Scheduled start, scheduled end

Actual start, actual end

Earliest start permitted, due date

Arrival window start, arrival window end

36. Universal Containers wants to schedule deliveries using Salesforce Field Service. Each delivery requires that an installation and safety inspection be performed by different Technicians during the same day. The safety inspection needs to be executed after the installation is complete.

How should the Consultant use Complex Work to meet this requirement?

Define Same Resource and Same Start dependencies.

Define Start After Finish and Same Day dependencies.

Define a Start After Finish dependency.

Define a Same Start dependency.

37. Service Appointments in a “Cannot Complete” status may indicate that an additional part or expert assistance is needed to complete the work. Universal Containers defined that Service Appointments in a "Cannot Complete" status are unable to be rescheduled or unscheduled for history tracking purposes.

Which two items should the Consultant recommend to meet the requirement? Choose 2 answers

Ensure that Status Transitions are configured to allow the status update from "Cannot Complete" to “scheduled.”

Ensure that Status Transitions are configured to prevent the update from “Cannot Complete” to "None."

Define “Cannot Complete" as a Pinned Status for Auto-Dispatch Services.

Define “Cannot Complete” as a Pinned Status for Scheduling and Optimization Services.

38. Universal Containers wants their Technicians to record an Asset Number using a barcode scanner when completing Work Orders.

What field types should be configured to capture this information?

Barcode

Formula

Text

Number

39. Which two configurations can companies add to brand the Field Service mobile app?

Company logo

Company Colors

Company style sheets

Company address

40. Which Work Rule should a Salesforce Field Service Consultant use to assign Service Resources based on related object records?

Required Resource

Match Field

Resource Availability

Extended Match

41. 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?

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

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

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

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

42. universal containers operates in a highly regulated industry technician must conduct quarterly inspections for all customers in their region each inspection should be completed within a single visit and include all installed assets on site

Which two maintenance plan settings should the consultant recommend? Choose 2 answers

Service appointment generation method - one service appointment per work order line item

Work order generation method - one work order line item per asset

Service appointment generation method - one service appointment per work order

Work order generation method - one work order per asset

43. Universal containers (UC) have enabled field service lightning and installed the managed package. UC wants to ensure that technicians can update their own appointments’ status using the dispatcher console Gantt chart.

Which steps should the consultant take to meet these requirements?

Create permission sets and assign the field service lightning resource permission set and scheduling license to each technician

Create permission sets and assign the field service lightning admin permission set to service resources.

Create permission sets and assign the field service lightning scheduling and mobile permission sets to the resource profile.

Create permission sets and assign the field service lightning mobile permission set to service resources.

44. Universal Containers has negotiated two key SLAS: 1) initial response and 2) overall resolution of issues related to installed products.

What combination of Salesforce features should a Consultant recommend to support this use case?

Assets and Entitlements.

Assets and Service Contracts.

Accounts and Service Contracts.

Accounts and Assets

45. A Dispatcher at Universal Containers has just been informed that one of their field employees, who has five services schedules for today, called in sick.

How should the workload be assigned to other Field Technicians?

Drag and drop the Service Appointments to other available Resources and run Optimization.

Ask the Customer Service Rep to call the customers and manually re-schedule for another day.

Change the Scheduling Policy to “High Intensity” and activate the Background Optimization process.

Update the Resource a not available, select the affected Service Appointments, and press “Schedule.”

46. Universal Containers has an initiative to increase customer satisfaction by committing preferred resources to accounts and providing prompt service.

Which two Scheduling Policies would assist to meet this initiative? Choose 2 answers

Soft Boundaries

Customer First

High Intensity

Emergency Policy

47. Universal Containers (UC) has enabled Salesforce Field Service and installed the managed package. UC wants to ensure that Technicians can update their own appointments’ status using the Dispatcher console Gantt chart.

Which steps should the Consultant take to meet these requirements?

Create Permission Sets and assign the Salesforce Field Service Mobile Permission Set to Service Resources.

Create Permission Sets and assign the Salesforce Field Service Admin Permission Set to Service Resources.

Create Permission Sets and assign the Salesforce Field Service Scheduling and Mobile Permission Sets to the Resource profile.

Create Permission Sets and assign the Salesforce Field Service Resource Permission Set and Scheduling license to each Technician.

48. 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?

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

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

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

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

49. Which three factors should the consultant consider when recommending a routing option? Choose 3 answers

Aerial routing is used if a service appointment requires a travel distance of more than 200 kilometres

Multiday work schedule only aerial routing.

Street level routing incorporates Google map api and run faster than aerial routing

Aerial Routing is used if a service appointment requires a travel distance of more than 100 kilometres

Aerial routing computes the shortest distance between two locations based on a straight-line route

50. universal container wants its technician to follow a standard operating procedure (S O P) while performing maintenance on an individual asset. Each operation should be captured independently to allow technician to enter note and update status they progress with the work preventative maintenance should be with a single visit

Which data model should the consultant recommend to the universal container?

Work order to represent the preventative maintenance on the asset - work order line item to represent the different operations - service appointment to represent the visit

Service appointment to represent ante the preservative maintenance on the asset - work order line item to represent the different operations - work order to represent the visit

Work order to represent the preventative maintenance on the asset - service appointment to represent the different operations - work order line item to represent the visit

Work order line item represent the preventative Maintenance on the asset - work order represent the different operations- service appointment to represent visit

51. 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?

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

52. The Dispatcher at Universal Containers would like to schedule Service Appointments from the Dispatcher’s Console while taking the Scheduling Policy into consideration.

Which three options are available to the Dispatcher? Choose 3 answers

Select a Service Appointment from the list, press the “Edit” action and allocate the Resource.

Select a Service Appointment from the list and press the “Schedule” action.

Select multiple Service Appointments from the list and bulk schedule them.

Select a Service Appointment from the list, press the “Candidates” action, and select the best time slot.

Select a Service Appointment from the list, press the “Change Status” action and “Dispatch.”

53. 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?

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

54. 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?

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.

55. Geolocation tracking is enabled for Universal Containers's Technicians but should only apply to full-time employees.

How can geolocation tracking for contractors be disabled?

Set the Geolocation Update Frequency field to zero for contractors.

Add the Exclude Technician from Geolocation Tracking permission to a permission set and assign it to contractors.

Uncheck the Geocoding field on the Contractor's profile.

A Uncheck the Collect Service Resource Geolocation History field in Field Service Mobile Settings.

56. Universal Containers (UC) wants to track the full lifecycle of their Cases. UC defines a Case as resolved when all interactions with the customer are complete.

How can a Consultant ensure that Cases are closed when all Work Orders associated to the Case are complete?

Use Workflow to close the Case when all Work Orders are closed.

Use Process Builder to close the Case when all Work Orders are closed.

Use Workflow to close the Case when the Work Order is dispatched.

Use Process Builder to close the Case when the Work Order is created.

57. 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?

Link rules to Relevance Groups.

Assign a high efficiency score.

Check 'Keep These Appointments Scheduled'.

Include a Match Fields work rule.

58. Universal Containers is implementing Work Order Management to better support its clients.

Which two approaches should the Consultant consider to create work skills for the Service Resources? Choose 2 answers

Create the work skills using the FSL Lightning Web Component. Assign the skills to Service Resources. Add the skill to Work Types and Work Orders.

Create the work skills using Setup. Manually assign the skills to Service Resources.

Create the work skills using the FSL Lightning Managed Package wizard. Assign the skills to Service Resources. Add the skill to Work Types and Work Orders.

Create the work skills using the Guided Setup wizard. Assign the skills to Service Resources using Guided Setup.

59. Universal Containers (UC) provides services to multiple machines installed at customer sites. Each machine has different issues that need to be fixed. UC wants to track progress, different parts used, and time spent on each machine when dispatching a Technician.

How should the Consultant meet these requirements?

Work Orders will have multiple Service Appointments. Each Service Appointment will be linked to the Asset.

Each Asset will have a Service Appointment that will represent the work needed for each machine.

Each Account will have a Service Appointment that will represent the work to be done at the customer site.

Work Orders will have multiple Work Order Line Items. Each Work Order Line Item will be linked to the Asset and have a Service Appointment.

60. Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work. Contractor 1 has provided services for UC for a longer period of time and is considered to have more repair work expertise than Contractor 2.

How should the Consultant configure the Contractors' experience?

Assign Contractor 1 and 2 different Skill Levels for repair Work Type.

Assign Contractor 1 as a Preferred Resource.

Assign Contractor 1 and 2 different capacities for repair work.

Assign Contractor 2 as an Excluded Resource.

61. Universal Containers (UC) wants to track all customer work requests. UC has no requirement to track where the work originated from, but does need the requests tied to the customer’s account.

What should a Consultant recommend to track these work requests?

Cases Only

Cases, Work Orders, and Tasks

Work Orders and Cases

Work Orders only

62. universal containers wants to provide a view of emergency work that is only visible to dispatchers

What should the consultant do to meet the requirement?

Custom gantt filter

Custom lightning component

Custom report in a private report folder

Custom list view

63. 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?

Validation Rules and Work Types

Work Types and Skill Requirements

Milestones and Service Appointments

Skill Requirements and Entitlements

64. universal container UC wants to create a new scheduling policy that takes into account the technician assigned to customers account and then considers a resource from the customer group of preferred technician UC also wants to consider only technician with 50 miles of schedule work

Which two items should a consultant include in the scheduling policy to meet this requirement?

Minimize travel service objectives and resources priority services objectives

Maximize travel from home and working territories

Required resources and maximum travel from home

Minimize travel service objective and preferred resource services objectives

65. Universal Containers wants to ensure that Service Appointments are only assigned to Active Resources.

Which configuration should a Consultant recommend for the Scheduling Policy?

Match Fields

Preferred Resources

Match Boolean

Required Resources.

66. 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?

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

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

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

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

67. Service appointments in a “cannot complete” status may indicate that an additional part or expert assistance is needed to complete the work. Universal containers defined that service appointments in a “cannot complete” status are unable to be rescheduled or unscheduled for history tracking purposes.

Which two items should the consultant recommend to meet the requirement? Choose 2 answers

Define “cannot complete” as a pinned status for auto-dispatch services.

Define “cannot complete” as a pinned status for scheduling and optimization services.

Ensure that status transitions are configured to prevent the update from “cannot complete” to “none’.

Ensure that status transition are configured to allow the status update from “cannot complete” to “scheduled”.

68. universal containers outsources 100 hours of weekly maintenance to an external contractor. Jobs are assigned to a contractor manager instead of individual external technicians. The contractor manager is in charge of updating service appointments and work orders upon completion.

How should a consultant implement the requirement?

Set the individual technicians as capacity-based service resources.

Create the individual technicians as service crew members.

Create the contractor manager as a crew service resource.

Set the contractor manager as a capacity-based service resource.

69. Universal container needs to verify that a repair job has been completed to the customer satisfaction before an invoice can be generated

Which two items should the consultant consider? Choose 2 answers

Generate service in the organization's default language

Send a feedback survey to the customer when a service appointment is completed

Configure signature blocks for service report templates

Add service reports templates to the appropriate repair work type

70. Universal Containers wants to offer customers a Maintenance Plan that provides 12 monthly checkups. The customer will call to schedule each visit.

How should a Consultant configure the Maintenance Plan to meet this requirement?

Set Frequency to 1 Month; Generation Timeframe of 12; check Auto-generate work orders.

Set Frequency to 1 Month; Generation Timeframe of 12; uncheck Auto-generate work orders.

Set Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work orders.

Set Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work orders.

71. Universal Containers has implemented a flow that allows technicians to replace faulty or damaged assets directly from within the field service lightning mobile app. Once a replacement has been made, where can the asset relationship s be viewed?

Both the primary assets and related assets related lists on the assets object

Only the primary assets related list on the assets object

Both the primary assets and related assets related lists on the work order object

Only the primary assets related list on the work order object

72. Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers

Color Palettes

Gantt

Gantt Map

Appointment List

73. 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?

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

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

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

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

74. Universal Containers is concerned about the decrease in Asset Uptime metrics.

Which two actions should a Consultant recommend?

Establish a Preventative Maintenance program for their install base.

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

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

Review existing contracts for obsolete provisions and requirements.

75. Universal Containers has customers who have previously negotiated pricing on some products.

Which Price Book structure should a Consultant recommend when considering the implications of pricing on Work Orders'?

Utilize a custom Global Price Book and add all products as Price Book Entries.

Create customer-specific Price Books and add all products as Price Book Entries.

Utilize a custom Global Price Book and add price-negotiated products as Price Book Entries.

Create customer-specific Price Books and add only price-negotiated products as Price Book Entries.

76. 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.

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

77. Universal Containers does not want the lunch break to interfere with existing scheduled work.

How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1pm?

Create a recurring Service Appointment

Create Resource Absences every day.

Use appropriate Resource Operating Hours.

Use the Resource Availability Rule.

78. Universal container has enabled field service lightning and want to enable milestones for work order.

What should a consultant take into consideration?

Creating milestones for word orders requires an entitlement for case

Creating milestones trackers requires a custom lightning component

Creating entitlements for work orders requires a custom lightning component

Creating entitlement for class and work order must be separated

79. 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?

Work Types, Skill Routing, Skill Requirements, Operating Hours

Case process, Work Types, Entitlements, and Milestones

Skill Requirements, Work Types, Case Process, Milestones

Work Types, Skill Requirements, Entitlements, and Milestones

80. in which two scenarios should a consultant recommend multi day service appointment? Choose 2 answers

Jobs can take longer than the available resources hours in a day.

jobs need to be performed at the same site on the same day of the week.

jobs require multiple stages of work performed by different resources.

jobs require consecutive days of work and can span over weekends.

81. technicians at Universal container use the field service lightning mobile app at a customer site. After completing th3 work technician updates the service appointment status to complete and save the records. Dispatcher see the appointment as dispatched on the console instead of seeing the complete status update

Which two troubleshooting steps should a consultant take to resolve the issue? Choose 2 answers

Conform the technician mobile device is online

Investigate work order life cycle

Verify the dispatcher ran the service appointment data job

Review service appointment automation

82. 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

Work Orders

Assets

Cases

Service Appointments

83. 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?

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

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

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

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

84. Universal Containers wants to implement Service Level Agreements (SLA) for Work Orders.

Which three considerations should the Consultant take into account? Choose 3 answers

An Entitlement Process must be applied to both Cases and Work Orders.

Milestones for Work Orders can be configured in Setup.

A new Entitlement Process requires selecting a single Entitlement Process Type.

A single Milestone can be added to both Case and Work Order Entitlement Processes.

Milestones for Work Orders can be set up from the metadata AP

85. Universal Containers maintains their service level agreements at the customer level only.

How can a Consultant ensure agents can verify coverage?

Create Milestones, set up Entitlement Process, display the related List on the Work Order Page Layout.

Set up Entitlement Process, set up Service Contracts, display the related List on the Contact page Layout.

Create Contract Line Items, set up Entitlement Process, display the related List on the Asset Page Layout.

Create Milestones, set up Entitlement Process, display the related List on the Account Page Layout.

86. Universal containers want to implement service legal agreements (SLA) for work Order.

Which three considerations should the consultant take into account?

A new entitlement process requires selecting entitlement process type.

Milestones for the work orders can be set up from the metadata API

A single milestone can be added to both case and work order entitlement processes.

An entitlement process must be applied to both cases and work order

Milestone of the work orders can be configured in setup.

87. Containers wants to offer their Field Technicians a more limited view of Work Orders and Service Appointments in the Field Service mobile app compared to their Dispatchers.

What should a Consultant recommend so the Field Technician sees only the necessary fields?

Field Technician Page Layouts

Field Technician Visualforce Pages

Field Technician Field Sets

Field Technician Mini-Page Layouts

88. Universal Containers performs multi-staged jobs, where the second job can only begin after completion of the first job.

How should a Consultant recommend implementing this process?

Create two Service Appointments, set the Related Service Appointment and Time Dependency.

Create one Service Appointment with the total duration of the two jobs and assign two Resources.

Create two Service Appointments and schedule them to the same Resource.

Create one Service Appointment and schedule it to two different Resources.

89. 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?

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

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

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

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

90. Universal Containers wants to standardize creation of Work Orders. Historically, Work Orders have been set up with the incorrect skills and estimated time to completion.

What should a Consultant utilize to meet this requirement?

Entitlement Templates

Entitlements

Work Types

Work Order Record Types

91. Universal Containers wants to ensure that only Field Technicians with a specialized certification are sent Work Orders of a specific type.

In which two ways can a Consultant ensure the correct Resources are assigned to Work Orders? Choose 2 answers.

Implement Work Types and Skill Assignments.

Implement Assignment Rules and Work Orders.

Assign Skills and Skill Levels to Users.

Assign Skills and Skill Levels to Resources.

92. 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?

Field service mobile app

Salesforce mobile app

Work Order records cannot be updated on a mobile device

Salesforce Touch

93. 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

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.

94. the org -wide default sharing for a service appointment Is set to private

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

assigned resources, owner of service appointment and members of service territory

owner of service appointment and members of user territory

assigned resources, owner of service appointment and members of user territory

owner of service appointment and members of service territory

95. Which two objects are required when configuring an optimization job? Choose 2 answers

Service territory

Polygons

Work type

Scheduling policy

96. universal containers has customers who have previously negotiated pricing on some products.

Which price book structure should a consultant recommend when considering the implications of pricing on work orders?

Utilize a custom global price book and add all products as price book entries

Utilize a custom global price book and add price negotiated products as price book entries

Create customer specific price books and add all products as price book entries

customer specific price books and add only price negotiated products as price Create book entries

97. Universal Containers (UC) is using Field Service and has customer meetings at UC’s offices. When booking meetings, they would like them to begin on hour, every hour, between 9am-5pm.

How can this be achieved?

Use Territory-specific Operating Hours.

Use Customer Operating Hours.

Use Multiple Operating Hours with Slots for each hour.

Use Exact Appointments on the Work Types.

98. 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?

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.

99. Dispatches at Universal Containers want to ensure the Resource being assigned to a Work Order has the correct training.

What should a Consultant implement to accomplish this requirement?

Set up Service Locations, Set up Location Skills, Define Work Types

Define Work Types, Define Work Order Status, Set up Resource Skills

Define Skills, Set up Skill Requirements, and Set up Resources Skills

Set up Skill Requirements, Define Work Types, Set up Routing Rules.

100. which two considerations impact the scheduled time frame of multi-day work? Choose 2 answers

Assigned resource

Homebase travel

Resource skill level

Break duration

Prepare for the Salesforce Certified Field Service Consultant Exam with FSL-201 Dumps

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