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Field-Service-Consultant Practice Questions

Question # 1

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
A. Define “cannot complete” as a pinned status for auto-dispatch services.
B. Define “cannot complete” as a pinned status for scheduling and optimization services.
C. Ensure that status transitions are configured to prevent the update from “cannot complete” to “none’.
D. Ensure that status transition are configured to allow the status update from “cannot complete” to “scheduled”.

B. Define “cannot complete” as a pinned status for scheduling and optimization services.
C. Ensure that status transitions are configured to prevent the update from “cannot complete” to “none’.

Pinned statuses prevent service appointments from being rescheduled or unscheduled by scheduling and optimization services3. Status transitions define the valid status changes for service appointments based on business rules.

References: 3

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

Question # 2

How should the Consultant recommend visualizing the highest revenue generating Service Appointments on the Gantt?
A. Use Map Report Layers.
B. Color code using Gantt Palettes.
C. Create a Gantt Action to highlight.
D. Add the relevant field to the Field Set.

B. Color code using Gantt Palettes.

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

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

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

A. Inventory
C. Products Consumed
E. Mobile Locations

Explanation:

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

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

Question # 5

At Universal Containers, the Service Territory member's time zone is one hour behind the Service Territory time zone. How should the Consultant ensure proper scheduling and optimization for the member?
A. Add one hour to the start and end times on the Service Territory.
B. Change the time zone on the Service Territory Member's user record to match the Service Territory's time zone.
C. Add one hour to the start and end times on the Service Territory Member's Operating Hours.
D. Subtract one hour from the start and end times on the Service Territory.

C. Add one hour to the start and end times on the Service Territory Member's Operating Hours.

This option ensures that the service territory member’s operating hours are aligned with the service territory’s time zone, and avoids scheduling conflicts or gaps. References: https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm &type=5

Question # 6

A Dispatcher needs to reduce the backlog of Service Appointments in different territories and focus on individual customer service preferences. Which Scheduling Policy should the Dispatcher use?
A. Emergency
B. High Intensity
C. Soft Boundaries
D. Customer First

D. Customer First

This scheduling policy prioritizes customer service preferences over other factors, such as travel time or resource availability.

References:

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

Question # 7

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

A. Color Palettes
D. Appointment List

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

References:

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

Question # 8

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 ? answers
A. Configure and add excluded and required resource Work Rules to scheduling policies.
B. Configure resource preferences on the Account or Work Order.
C. Configure and add excluded and required resource business objectives to scheduling policies.
D. Configure customer preferences on the Service Resource record.

A. Configure and add excluded and required resource Work Rules to scheduling policies.
B. Configure resource preferences on the Account or Work Order.

These two ways allow dispatching the appropriate technicians based on customer feedback, as they allow defining which resources are preferred or avoided by customers or accounts. References: https://help.salesforce.com/s/articleView?id=sf.fs_resource_preferences.htm &type=5

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Salesforce Field-Service-Consultant Exam Dumps

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

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