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Field-Service-Consultant Practice Questions

Question # 1
Northern Trail Outfitters (NTO) 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?
A. Build a Workflow Rule
B. Create an Apex Trigger.
C. Enable Drip feed Dispatch.
D. Configure an Auto Dispatch Scheduled Job.


C. Enable Drip feed Dispatch.

Explanation:

This option allows automatically dispatching a certain number of Service Appointments to a technician after they complete their current one, based on a predefined criteria.

References:

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


Question # 2
An extreme whether situation impacts both the volume of work and number of available resources at universal container Which approach should a consultant recommend to realign available resources with? open work?
A. Resource Schedule optimization
B. Global optimization
C. Emergency scheduling
D. Customer first scheduling


B. Global optimization

Explanation:

Global optimization is a process that reschedules all service appointments within a specified time frame based on predefined criteria such as travel time or priority. It can be used when an extreme weather situation impacts both the volume of work and number of available resources at Universal Containers. Resource Schedule optimization is a process that reschedules service appointments assigned to a specific resource based on predefined criteria such as travel time or priority. It would not address the impact on other resources or unassigned service appointments. Emergency scheduling is a process that assigns emergency service appointments to available resources based on predefined criteria such as travel time or priority. It would not address the impact on existing service appointments or non-emergency service appointments. Customer first scheduling is a process that assigns service appointments based on customer preferences such as preferred time slots or preferred resources. It would not address the impact on resource availability or service level agreements.

References:

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

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

https://help.salesforce.com/s/articleView?id=sf.fs_emergency_scheduling_overview.htm&ty pe=5

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


Question # 3
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 # 4
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?
A. Define a generation horizon of 14 days.
B. Define a generation timeframe of 14 days.
C. Configure Auto-generate Work Orders to True.
D. Define a generation horizon of 20,160 minutes.


A. Define a generation horizon of 14 days.

Explanation:

Generation Horizon is a setting that defines how far in advance work orders should be generated from maintenance plans[126]. Defining a generation horizon of 14 days would allow Universal Containers to automatically generate Work Orders 14 days before the next suggested maintenance date by creating work orders from maintenance plans within 14 days of their scheduled date[127]. Defining a generation timeframe of 14 days would not automatically generate Work Orders 14 days before the next suggested maintenance date. Generation Timeframe is a setting that defines how often work orders should be generated from maintenance plans[128]. Configuring Auto-generate Work Orders to True would not automatically generate Work Orders 14 days before the next suggested maintenance date. Auto-generate Work Orders is a setting that enables or disables the automatic generation of work orders from maintenance plans[129]. Defining a generation horizon of 20,160 minutes would not automatically generate Work Orders 14 days before the next suggested maintenance date. Generation Horizon is measured in days, not minutes[130].

References:

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

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

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

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

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


Question # 5
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.

Explanation:

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


Question # 6
A Universal Containers customer is having issues with three containers at the customer's site. Each container is tracked as an Asset on the customer's Account. Which two methods should the Consultant recommend to ensure the service associated with each container can be handled independently? Choose 2 answers
A. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for each Line Item.
B. Add each Asset to a separate child Work Order. Create a Service Appointment for the parent Work Order.
C. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for the Work Order.
D. Add each Asset to a separate Work Order. Create a Service Appointment for each Work Order.


A. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for each Line Item.
D. Add each Asset to a separate Work Order. Create a Service Appointment for each Work Order.

Work Orders are records that track customer requests for service such as repairs or maintenance[47]. Work Order Line Items are records that track specific tasks or products related to a work order[48]. Service Appointments are records that track the date, time, duration, and assigned resource for a work order or work order line item[49]. Adding each Asset to a separate Work Order Line Item or a separate Work Order would allow handling the service associated with each container independently by creating different records for different containers. Creating a Service Appointment for each Line Item or each Work Order would allow scheduling and dispatching the service associated with each container independently by assigning different resources and time slots for different containers. Adding each Asset to a separate child Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. Creating a Service Appointment for the parent Work Order would not allow handling the service associated with each container independently by assigning one resource and time slot for all containers.

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

Question # 7
One of the products sold by Universal Containers requires quarterly service appointments. Which feature should a Consultant use to meet this requirement?
A. Define a repeating Work Type.
B. Implement Path for Work Orders.
C. Build a Process for Service Appointments.
D. Configure a Maintenance Plan.


D. Configure a Maintenance Plan.

Explanation:

Maintenance Plans are records that define the recurring service schedule for an asset or a product such as quarterly, monthly, or weekly[59]. Configuring a Maintenance Plan would allow creating quarterly service appointments for one of the products sold by Universal Containers automatically based on predefined criteria such as start date, end date, or generation method[60]. Defining a repeating Work Type would not create quarterly service appointments automatically. Work Types are templates that define the duration, skills, and products required for a work order or work order line item[61]. Implementing Path for Work Orders would not create quarterly service appointments automatically. Path is a feature that displays key fields and guidance for each stage of a work order process[62]. Building a Process for Service Appointments would not create quarterly service appointments automatically. Processes are automated workflows that execute actions based on specified criteria such as updating fields, sending emails, or creating tasks[63].

References:

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

https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_create_edit_delete.h tm&type=5

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

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

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


Question # 8
Universal Containers wants to ensure that inventory needed for repair jobs is tracked and managed so Technicians have the material for their jobs. Which two ways should a Consultant recommend tracking these inventory requirements in Salesforce? (Choose two.)
A. Products Required for Work Orders
B. Products Required for Service Appointments
C. Products Required for Work Order Line Items
D. Products Required for Service Resources


A. Products Required for Work Orders
C. Products Required for Work Order Line Items

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

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