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Guide for Salesforce Certified Field Service Consultant Exam

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/ 10

Quiz

1/10
Universal Containers is outsourcing work to a third-party Contractor. This Contractor is committed to
working 100 hours per week. How should this be configured in the system?
Select the answer
1 correct answer
A.
Create 5 Resources with 20 hours available a week.
B.
Create a Resource with 20 hours available a day.
C.
Create 100 Service Appointments with Contractors as Required Resources.
D.
Create a Capacity-based Resource with 100 hours capacity a week.

Quiz

2/10
Universal Containers wants to track how much time each Technician is actively working each day.
Which two data elements should be captured in order to calculate percentage of time spend actively
working.
Select the answer
2 correct answers
A.
Technician hours at client location.
B.
Technician work orders completed
C.
Technician hours traveling
D.
Technician hours per day.

Quiz

3/10
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?
Select the answer
2 correct answers
A.
Proactively adjust Service Contracts.
B.
More accurately assign Work Orders based on skills.
C.
Proactively adjust to address demand fluctuations.
D.
More consistently meet customer response times.

Quiz

4/10
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?
Select the answer
1 correct answer
A.
Create a Process Builder to generate a report.
B.
Create a custom report.
C.
Use the standard Service Report
D.
Use the standard Work Order email template.

Quiz

5/10
Universal Containers needs to implement a way to track all internal and external work associated
with an inbound contact center request. How should a Consultant recommend tracking the work?
Select the answer
1 correct answer
A.
Parent/Child Work Orders
B.
Cases Only
C.
Cases and Work Orders
D.
Work Orders only

Quiz

6/10
Universal Containers is implementing Field Service Lightning in multiple European Countries, where
pricing varies by product. Which two options should a Consultant recommend when considering the
setup and configuration of Price Books?
Select the answer
1 correct answer
A.
Utilize Standard Global Service Price Book Entries.
B.
Utilize multiple country-specific Price Books.
C.
Utilize country-specific Price Book Entries.
D.
Utilize the standard Salesforce Price Book.

Quiz

7/10
Universal Containers wants to encourage their Technicians to identify sales opportunities in the field.
Which option should a Consultant recommend?
Select the answer
1 correct answer
A.
Log a follow-up task on the Work Order.
B.
Call the Sales Team with the Opportunity.
C.
Create a custom filed on the Work Order.
D.
Create a Quick Action to create the Opportunity.

Quiz

8/10
Universal Containers has implemented a Knowledge solution to provide Field Technicians with
information necessary to complete assigned work. Which two capabilities will now be available?
Select the answer
2 correct answers
A.
Attach Knowledge Articles to Work Order Line Items Only.
B.
Manage Attached Articles and Search the Knowledge Base.
C.
Attach Articles to Work Orders and Work Order Line Items.
D.
Include Quick Actions and Global Actions in Attached Articles.

Quiz

9/10
Which two configurations can companies add to brand the Field Service mobile app?
Select the answer
1 correct answer
A.
Company logo
B.
Company Colors
C.
Company style sheets
D.
Company address

Quiz

10/10
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?
Select the answer
1 correct answer
A.
Assets and Entitlements.
B.
Assets and Service Contracts.
C.
Accounts and Service Contracts.
D.
Accounts and Assets
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