Salesforce Field Service Lightning Consultant Sample Questions

Advanced Sample Questions

A field service technician is dispatched to a customer’s location to repair a broken air conditioning unit. The technician needs to access the customer’s service history, including past repairs and parts used. What feature in Salesforce Field Service Lightning allows the technician to view the customer’s service history?

• A) Case Management
• B) Work Orders
• C) Service Appointments
• D) Service Contracts

Answer: B) Work Orders

Explanation: Work Orders provide the field service technician with access to the customer’s service history, including past repairs and parts used. The Work Orders section of the Field Service Lightning app allows the technician to see all the work orders associated with a customer and view the details of each one.

A field service manager wants to monitor the productivity of their technicians and ensure they are completing work orders efficiently. What feature in Salesforce Field Service Lightning provides real-time visibility into the location and activities of field service technicians?

• A) Work Orders
• B) Service Appointments
• C) Resource Scheduling
• D) Mobile Service

Answer: D) Mobile Service

Explanation: The Mobile Service feature of Salesforce Field Service Lightning provides real-time visibility into the location and activities of field service technicians. It allows field service managers to see the location of technicians in real-time, view work orders and the status of each, and monitor technician productivity to ensure work orders are being completed efficiently.

A field service technician is dispatched to a customer’s location to repair a broken air conditioning unit. The technician needs to order a replacement part before they arrive at the customer’s location. What feature in Salesforce Field Service Lightning allows the technician to order a replacement part from the field?

• A) Mobile Service
• B) Work Orders
• C) Service Appointments
• D) Inventory Management

Answer: D) Inventory Management

Explanation: The Inventory Management feature of Salesforce Field Service Lightning allows field service technicians to order replacement parts from the field. This feature provides access to the entire parts inventory, including real-time availability, and enables technicians to place orders directly from their mobile device.

A field service manager wants to schedule maintenance appointments for a customer’s HVAC system. What feature in Salesforce Field Service Lightning enables the field service manager to schedule maintenance appointments for a customer’s HVAC system?

• A) Resource Scheduling
• B) Mobile Service
• C) Service Appointments
• D) Inventory Management

Answer: A) Resource Scheduling

Explanation: The Resource Scheduling feature of Salesforce Field Service Lightning enables field service managers to schedule maintenance appointments for customers. It allows them to view the availability of field service technicians, schedule appointments based on their availability, and ensure that appointments are being scheduled efficiently and effectively.

A field service technician is dispatched to a customer’s location to repair a broken air conditioning unit. The technician needs to access the customer’s service history, including past repairs and parts used, as well as the warranty information for the air conditioning unit. What feature in Salesforce Field Service Lightning allows the technician to access the customer’s service history and warranty information for the air conditioning unit?

• A) Case Management
• B) Work Orders
• C) Service Contracts
• D) Mobile Service

Answer: C) Service Contracts

A field service manager wants to track the cost and time spent on work orders for a particular customer. What feature in Salesforce Field Service Lightning enables the field service manager to track the cost and time spent on work orders for a particular customer?

• A) Financial Management
• B) Resource Scheduling
• C) Work Orders
• D) Mobile Service

Answer: A) Financial Management

Explanation: The Financial Management feature of Salesforce Field Service Lightning enables field service managers to track the cost and time spent on work orders for a particular customer. It provides detailed financial information about each work order, including the cost of labor and materials, and allows managers to see the financial impact of each work order in real-time.

A field service manager wants to automate the process of scheduling maintenance appointments for a customer’s HVAC system. What feature in Salesforce Field Service Lightning enables the field service manager to automate the process of scheduling maintenance appointments for a customer’s HVAC system?

• A) Service Contracts
• B) Workflow Automation
• C) Resource Scheduling
• D) Mobile Service

Answer: B) Workflow Automation

Explanation: The Workflow Automation feature of Salesforce Field Service Lightning enables field service managers to automate the process of scheduling maintenance appointments for a customer’s HVAC system. Workflow Automation allows managers to create custom workflows that automate repetitive tasks, such as scheduling appointments, sending notifications, and updating records, which helps to streamline the process and reduce the workload for field service managers.

A field service technician needs to access customer information, including the customer’s address, contact information, and service history, while on-site. What feature in Salesforce Field Service Lightning allows the field service technician to access customer information while on-site?

• A) Mobile Service
• B) Work Orders
• C) Service Contracts
• D) Service Appointments

Answer: A) Mobile Service

Explanation: The Mobile Service feature of Salesforce Field Service Lightning allows field service technicians to access customer information while on-site. This feature provides the technician with access to all relevant customer information, including the customer’s address, contact information, and service history, from their mobile device. This information is updated in real-time and is always up-to-date, allowing technicians to provide fast and effective service to customers.

A field service manager wants to ensure that the correct parts and equipment are available for each work order. What feature in Salesforce Field Service Lightning enables the field service manager to ensure that the correct parts and equipment are available for each work order?

• A) Inventory Management
• B) Mobile Service
• C) Resource Scheduling
• D) Work Orders

Answer: A) Inventory Management

Explanation: The Inventory Management feature of Salesforce Field Service Lightning enables field service managers to ensure that the correct parts and equipment are available for each work order. It provides real-time visibility into the parts inventory, including availability and stock levels, and enables managers to order new parts and equipment as needed. This feature helps to ensure that technicians have the tools and parts they need to complete work orders efficiently and effectively.

A field service manager wants to create a customized service appointment for a customer that requires specialized skills. What feature in Salesforce Field Service Lightning enables the field service manager to create a customized service appointment for a customer that requires specialized skills?

• A) Resource Scheduling
• B) Work Orders
• C) Service Contracts
• D) Mobile Service

Answer: A) Resource Scheduling

Explanation: The Resource Scheduling feature of Salesforce Field Service Lightning enables field service managers to create customized service appointments for customers that require specialized skills. This feature allows managers to select the appropriate field service technician based on their skills and availability, ensuring that customers receive the best possible service. Resource Scheduling also helps to optimize scheduling and improve productivity, as it ensures that the right technician is available for each appointment.

Basic Sample Questions

Question 1. Technicians and Management at Universal Containers handle service appointments according to their roles. Usually, the technician arrives on-site but does not have access to the customer’s equipment, and only the manager has the authority to cancel the appointment.

Who would you recommend adhering to this business process?

• A. Assigning Permission Sets that allow Status Transitions.
• B. Allowing Status Transitions based on Role.
• C. Limiting Status Transitions based on Profile.
• D. Configuring Status Transitions based on Resource Type.

Correct Answer: C

Question 2. Customers’ issues are tracked by Universal Containers’ call center, and a Technician needs to be on-site to help.

What set of steps would you recommend for dispatching the Technician?

• A. Creating Case, Create Service Appointment, Work Order, Dispatch Service Appointment.
• B. Creating Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
• C. Creating Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
• D. Creating Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.

Correct Answer: D

Question 3. Salesforce mobile app will be used to capture customer authorization on behalf of Universal Containers Field Technicians.

What would you recommend?

A. Creating a Quick Action on the Service Appointment for launching a Visualforce signature page.

B. Creating an Approval Process for the customer’s Authorization from the Service Appointment.

C. Creating a Checkbox on the Service Appointment for capturing the customer’s Authorization.

D. Creating a custom text field for capturing the customer’s signature on Salesforce mobile app.

Correct Answer: C

Question 4. Universal Containers is maintaining their service level agreements only at the customer level.

How would you ensure that agents can verify coverage?

• A. Setting up Entitlement Process, Service Contracts, displaying the related List on the Contact Page Layout.
• B. Creating Milestones, setting up Entitlement Process, displaying the related List on the Work Order Page Layout.
• C. Creating Milestones, setting up Entitlement Process, displaying the related List on the Account Page Layout.
• D. Creating Contract Line Items, setting up Entitlement Process, displaying the related List on the Asset Page Layout.

Correct Answer: C

Question 5.   When viewing the Map, in the Dispatch Console, which three of the following data elements can be presented to the Dispatcher? (Choose three)

• A. Google Traffic Data
• B. Service Appointment Dependencies
• C. Resource’s Home Base
• D. Service Appointments
• E. Resources Travel Speed

Correct Answer: ACD

Question 6. Universal Containers wants to invoice its customers for the parts used when performing repairs on installed Assets.

What would you recommend to track the price of the parts consumed?

A. Using Products and Price Books for tracking the price.

B. Using Opportunity Line Items and Price Books for tracking the price.

C. Using a custom object for modeling the Work Order pricing and price.

D. Using Assets and Products for tracking the price.

Correct Answer: A

Question 7. When servicing Work Orders for Customers, Universal Containers wants to track the total associated cost.

Which two would you, as a Consultant, recommend? (Choose two.)

• A. Using Work Order and Work Order Line Items.
• B. Using a custom object for modeling the Work Order pricing.
• C. Using the Einstein Pricing Configurator.
• D. Setting up Products and Price Books.

Correct Answer: AD

Question 8. In order to provide field service on assets in the field, Universal Containers will need to perform a sequence of tasks. According to a consultant, Work Order Line Items should be used to manage the tasks and assets/parts that need to be managed.

Which two options should be considered for ensuring that Work Orders are properly completed? (Choose two.)

• A. Using Work Order Line Items that can automatically inherit the hierarchy of Assets attached to Work Order.
• B. Using a parent-child Work Order Line Item for creating a Work Order Line Item hierarchy.
• C. Using Work Order Line Items for linking to a specific Asset within the Asset Hierarchy that represents the BoM.
• D. Using Standard Reports for viewing Parent and Work Order Lines Items within Work Orders by Customer.

Correct Answer: BC

Question 9. In order to complete Work Orders, Universal Containers wants their technicians to record an Asset Number using a barcode scanner.

What field type would you suggest for configuration to capture this information?

• A. Barcode
• B. Date
• C. Formula
• D. Text

Correct Answer: D

Question 10. Universal Containers has a Partner Community, and Work Orders are assigned to these partners, but the Service Appointments or Service Resources are kept hidden.

How should a Partner user be updating the Work Order record using a mobile Device?

• A. Field service mobile app
• B. Salesforce mobile app
• C. Work Order records are unavailable on a mobile device
• D. Salesforce Touch

Correct Answer: B

Question 11. Universal Containers aims at reducing their mean-time-to-service.

Which three of the below-given Field Service processes will help accomplish this goal? (Choose three.)

• A. Adjusting Scheduling Policy
• B. Knowledge Base
• C. Dispatching
• D. Customer Entitlements
• E. Scheduling

Correct Answer: ABC

Question 12. As a result of a customer’s call on Saturday, one of our Client Service Representatives (CSR) confirms that the customer is covered, but the coverage is about to expire.

Which two of the given upsell activities must the CSR consider? (Choose two.)

• A. Opening a Case and sending an email with new Service offerings.
• B. Opening a Case and informing Customers of weekend service pricing.
• C. Opening a Case and renewing Opportunities for the Sales team.
• D. Opening a Case and creating a Work Order for the Dispatch Team.

Correct Answer: AB

Question 13. Universal Containers (UC) uses Field Service and there is a customer meetings at UC’s offices. It is their preference that meetings begin on the hour, every hour, between 9:00 am and 5:00 am.

How can this be achieved?

• A. Using Customer Operating Hours.
• B. Using Exact Appointments on the Work Types.
• C. Using Territory-specific Operating Hours.
• D. Using Multiple Operating Hours with Slots for each hour.

Correct Answer: B

Question 14. The first-time fix rate for Universal Containers decreases with every new product release and the number of Cases reported by customers increases.

Which two recommendations would you make? (Choose two.)

• A. Publishing pre-release documentation on the Customer Community.
• B. Publishing training documentation in a closed Chatter group.
• C. Increasing training to Sales Representatives.
• D. Increasing training to Field Service Technicians.

Correct Answer: AD

Question 15. In order to support their sales opportunities, Universal Containers wants their field technicians to be able to log them.

Using the Field Service mobile app, how should a Salesforce Consultant configure it to make it easy for Field Technicians to accomplish this?

• A. Quick Action on Opportunity for Creating Work Order
• B. Quick Action on Opportunity for Creating Work Order Line Item
• C. Quick Action on Work Order for creating Opportunity
• D. Quick Action on Work Order Line Items for creating Opportunity

Correct Answer: C

Question 16. In the event that Field Technicians are unable to complete a Work Order due to missing inventory, Universal Containers wants to allow them to schedule follow-up appointments.

What will you implement for meeting this requirement?

• A. Implementing a Quick Action for creating a new Service Appointment on the existing Work Order.
• B. Implementing a Quick Action for creating a new Work Order Line Item on the existing Work Order.
• C. Implementing a Macro for generating Service Appointments on the existing Work Order.
• D. Implementing a Custom Button for creating a Service Appointment on the existing Work Order.

Correct Answer: A

Question 17. Services Managers should be able to identify changes to component locations and statuses quickly as they occur within a customer’s environment.

What will you recommend for tracking the lifecycle?

• A. Utilizing custom fields for change tracking on Assets.
• B. Utilizing Field History Tracking on Assets.
• C. Utilizing lifecycle Object tracking on Assets.
• D. Utilizing a Work Order-related list of Assets.

Correct Answer: B

Question 18. Universal Containers (UC) wishes to track all the customer work requests. UC does not require tracking where the work originated from, but the requests tied to the customer’s account.

What must you recommend for tracking these work requests?

• A. Work Orders and Cases
• B. Cases, Work Orders, and Tasks
• C. Work Orders Only
• D. Cases Only

Correct Answer: A

Question 19. A customer service case from Universal Containers (UC) needs to be used to generate a work order. Customer Service Representatives should select a predefined template from within the Service Console for the Work Order that has been linked to the Case.

Which two of the given items must you recommend for achieving this? (Choose two.)

• A. Using Record Types for achieving pre-defined templates.
• B. Adding the Work Order Quick Action on the Case.
• C. Adding the Work Order Quick Action on the Account.
• D. Using Work Types for achieving pre-defined templates.

Correct Answer: BD

Question 20. In order to evaluate adherence to specified SLAs, Universal Containers wishes to measure all Work Orders.

In which order will you be implementing the setup?

• A. Setting Up Milestones, Creating Entitlement records, Setting Up Entitlement Process for Work Orders.
• B. Setting Up Entitlement Process for Work Orders, Setting Up Milestones, Creating Entitlement records.
• C. Creating Entitlement records, Setting Up Entitlement Process for Wok Orders, Setting Up Milestones.
• D. Setting Up Milestones, Setting Up Entitlement Process for Wok Orders, Creating Entitlement records.

Correct Answer: B