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Field-Service-Consultant Practice Questions

Question # 1
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 # 2
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?
A. Create the individual Technicians as Service Crew Members.
B. Set the individual Technicians as Capacity-Based Service Resources.
C. Set the Contractor Manager as a Capacity-Based Service Resource.
D. Create the Contractor Manager as a Crew Service Resource.


C. Set the Contractor Manager as a Capacity-Based Service Resource.

Explanation:

Capacity-Based Service Resources are service resources that have a limited number of hours available for work per day or week[150]. Setting the Contractor Manager as a Capacity-Based Service Resource would allow Universal Containers to outsource 100 hours of weekly maintenance to an external Contractor by setting up criteria such as capacity hours per week equals 100 and capacity type equals weekly[151]. Creating the individual Technicians as Service Crew Members would not work because Service Crew Members are service resources that belong to a crew and share the same service appointments[152]. Setting the individual Technicians as Capacity-Based Service Resources would not work because Universal Containers does not have visibility into the individual external technicians. Creating the Contractor Manager as a Crew Service Resource would not work because Crew Service Resources are service resources that act as leaders or managers of a crew and can assign crew members to service appointments[153].

References:

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

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

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_create_edit_delete.htm&t ype=5


Question # 3
Universal Containers has implemented a Flow that allows Technicians to replace faulty or damaged Assets directly from within the Salesforce Field Service mobile app. Once a replacement has been made, where can the Asset Relationships be viewed?
A. Only the Primary Assets related list on the Asset object
B. Only the Primary Assets related list on the Work Order object
C. Both the Primary Assets and Related Assets related lists on the Work Order object
D. Both the Primary Assets and Related Assets related lists on the Asset object


D. Both the Primary Assets and Related Assets related lists on the Asset object

Explanation:

This option allows viewing the asset relationships on the Asset object, where the primary asset is the parent asset and the related assets are the child assets.

References:

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


Question # 4
Universal Containers Technicians frequently need to request more parts from another inventory location when stock runs low. How can Universal Container Technicians achieve this for each product requested?
A. Create a Shipment and a Product request line item.
B. Create a Product Consumed and a Produc request line item.
C. Create a Product Request and a Product request line item.
D. Create a Work Order Line Item and a Product request line item.


C. Create a Product Request and a Product request line item.

Explanation:

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


Question # 5
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?
A. Postpone all lower-priority jobs and extend Due Dates.
B. Configure an Emergency Policy and use the Emergency Wizard.
C. Manually flag Service Appointments as "In Jeopardy” due to weather.
D. Configure a new Service Level for immediate assignment.


B. Configure an Emergency Policy and use the Emergency Wizard.

Explanation:

This option allows handling unplanned service during times of severe weather by creating a policy that overrides the existing scheduling policy and using a wizard to reschedule service appointments based on the emergency policy. References: https://help.salesforce.com/s/articleView?id=sf.fs_emergency_wizard.htm&type=5

Question # 6
Universal containers (UC) wants to deploy knowledge to its field team. How should UC ensure its technicians can access knowledge articles offline?
A. Use the salesforce Mobile App with deep linking to the field service lightning Mobile App.
B. Use work types to assign associated articles to work order.
C. Create a custom Mobile App that syncs articles based on service appointment assignments.
D. Write a workflow that associates articles to work orders based on a picklist on the work order.


B. Use work types to assign associated articles to work order.

Explanation:

Work types can be used to assign associated articles to work orders, which can be accessed offline by technicians using the Field Service Mobile App. The Salesforce Mobile App does not have deep linking to the Field Service Mobile App. Creating a custom Mobile App that syncs articles based on service appointment assignments is not necessary and would require additional development and maintenance. Writing a workflow that associates articles to work orders based on a picklist on the work order is not recommended and would not ensure offline access.

References:

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

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


Question # 7
Universal Containers performs service on field assets that require a sequence of work tasks. A Consultant has recommended Work Order Line Items to manage the tasks and assets/parts necessary to manage the work. Which two of the following must be considered as part of this solution to ensure Work Orders are properly completed? Choose 2 answers
A. Use of Standard Reports to view Parent and Root Work Order Lines Items within Work Orders by Customer.
B. Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to Work Order.
C. Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.
D. Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.


C. Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.
D. Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.

Work Order Line Items can be used to link to specific Assets within an Asset Hierarchy that represents a Bill of Materials (BoM). Work Order Line Items can also be used to create a hierarchy of tasks that need to be performed in a sequence. Standard Reports do not show Parent and Root Work Order Line Items within Work Orders by Customer. Work Order Line Items do not automatically inherit the hierarchy of Assets attached to Work Order.

References:

https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_item_hierarchy.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_reports_dashboards.htm &type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5

Question # 8
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?
A. Create and schedule independent Work Orders for each Asset, each with a Service Appointment.
B. Create and schedule a Service Appointment with a single Work Order with Work Order Line Items for each Asset.
C. Create designated Time Slots to ensure appropriate time is held to accommodate these types of visits.
D. Create a single Work Order with Work Order Line Items for each Asset, each with a Service Appointment.


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

Explanation:

A Service Appointment with a single Work Order with Work Order Line Items for each Asset allows servicing multiple Assets at a customer site during a single visit with minimal impact for the customer and consolidated work for the Technician[28. Creating and scheduling independent Work Orders for each Asset, each with a Service Appointment, would create unnecessary complexity and duplication. Creating designated Time Slots to ensure appropriate time is held to accommodate these types of visits would not address the requirement of servicing multiple Assets. Creating a single Work Order with Work Order Line Items for each Asset, each with a Service Appointment, would create redundant service appointments for the same visit.

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_work_order_line_items.htm&type=5

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