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Salesforce Certified Field Service Consultant Sample Questions:

1. Universal Containers needs to send Technicians into the field to service containers. It takes two Technicians with specialized skills to complete the work at the same time.
How should a Consultant implement this requirement?

A) Create two Service Crews.
B) Create a crew with two Technicians.
C) Create a work rule with two required skills.
D) Create a single Service Appointment.

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 incharge of updating Service Appointments and Work Orders upon completion.
How should a Consultant implement the requirement?

A) Set the Contractor Manager as a Capacity-Based Service Resource.
B) Create the individual Technicians as Service Crew Members.
C) Set the individual Technicians as Capacity-Based Service Resources.
D) Create the Contractor Manager as a Crew Service Resource.

3. Universal Containers sells widgets with multiple components. Based on a problem reported by a customer, one or more of the components need to be replaced.
What should a Consultant recommend to accurately record the required work?

A) Work Orders with Service Appointments
B) Work Orders with Products Consumed
C) Service Appointments and Service Appointment Line Items
D) Work Orders with Work Order Line Items

4. An extreme weather situation impacted both the volume of open work and the number of available resources at Universal Containers.
Which approach should a Consultant recommend to realign available resources with open work?

A) Resource Schedule Optimization
B) Customer First scheduling
C) Emergency scheduling
D) Global optimization

5. Universal Containers currently tracks itscustomers' entitlements to support utilizing Salesforce Service Cloud.
Service calls that require a Technician to go to the customer's location require the creation of a Work Order.
Once the Agent confirms that the customer and product are eligible for on-site support, a Work Order is manually created.
On which object should the Consultant define a Quick Action to create the Work Order?

A) Case
B) Opportunity
C) Contact
D) Entitlement

Solutions: