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Salesforce Certified Field Service Consultant Sample Questions:

1. Universal Containers tracks customer issues in its call center. Sometimes a Technician is required at the customer's location to resolve the issue.
Which sequence of steps should a Consultant recommend to dispatch the Technician?

A) Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
B) Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
C) Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
D) Create Work Order, Create Case, Dispatch Work Order, Create ServiceAppointment.

2. AW Computing groups its technicians based on seniority. The newest techs comprise Tier 1, move to Tier 2 after a year on the job, and get assigned to Tier 3 after 3 years on the job. Resources with more seniority should be considered for a job over resources with less seniority.
How should the field service administrator ensure this corporate policy is enforced considering the Customer First scheduling policy is utilized consistently except in emergency situations?

A) Use the Priority field on the service resource assigning Tier 3 techs the lowest number and Tier1 techs with the highest number.
B) Create a queue for each tier group within each territory on the Service Appointment object.
C) Make a relevance group on the work rule to filter based on the tier number and add the rule to the policy.
D) Create a custom number field to capture the tier number on the service resource.

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

4. Some Technicians report that they are unable to log in to the Salesforce Field Service mobile app. The Consultant confirmed that the Technicians have the Salesforce Field Service Resource Licenseand Salesforce Field Service Resource Permissions assigned to them.
How should a Consultant provide access to the Salesforce Field Service mobile app?

A) Update Public Group membership.
B) Assign a Field Service Mobile License to the user.
C) Modify the user's Profile.
D) Modify the user record.

5. A technician needs to get replacement part for damaged inventory on them for an upcoming job.
To which object should the technician add a product request record?

A) service report
B) service appointment
C) work types
D) work order

Solutions: