Field Service Lightning Consultant v1.0 (Field Service Lightning Consultant)

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Total 132 questions

Universal Containers wants to monitor Customer Satisfaction (CSAT) after a Work Order is complete.
How can CSAT information be collected?

  • A. Enable the CSAT Quick Action for Work Orders.
  • B. Install the Survey Snap-in for CSAT capture.
  • C. Add the CSAT Visualforce page to the Work Order.
  • D. Implement Salesforce Surveys.


Answer : D

Universal Containers (UC) wants to track real-time progress on Service Appointments. Technicians should only see confirmed Service Appointments.
What status flow provides the highest level of visibility into the Technician's current work status?

  • A. None, Dispatched, Travel, In Progress, Cannot Complete
  • B. None, Scheduled, Onsite, In Progress, Closeout, Completed
  • C. None, Scheduled, Dispatched, Travel, Onsite, Completed
  • D. None, Scheduled, Dispatched, Onsite, Travel, Completed


Answer : A

What service process dictates that both the Root Work Order and Root Work Order Line Item fields be added to page layouts?

  • A. If there is a single level in a Work Order Hierarchy and a single level in the Work Order Line Hierarchy.
  • B. If there are two levels in a Work Order Hierarchy and a single level in the Work Order Line Hierarchy.
  • C. If there is more than one level in a Work Order Hierarchy and more than one level in the Work Order Line Hierarchy.
  • D. If there is a single level in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.


Answer : C

When completing a Work Order in the field, the Service Resource needs to capture two signatures to ensure compliance.
What steps are needed to configure the signature capture?

  • A. Create relevant Record Types for the Service Appointment and assign each Record Type to the Service Report.
  • B. Create two Service Report Templates and add one Signature Block to each Report.
  • C. Create relevant Signature Types and add the Signature Blocks to the Service Report Template.
  • D. Create a custom Signature Type field for the Service Appointment and use Flows to capture each signature based on the Type.


Answer : C

Universal Containers wants to offer their Field Technicians a more limited view of Work Orders and Service Appointments in the Field Service mobile app compared to their Dispatchers.
What should a Consultant recommend so the Field Technician sees only the necessary fields?

  • A. Field Technician Visualforce Pages
  • B. Field Technician Field Sets
  • C. Field Technician Mini-Page Layouts
  • D. Field Technician Page Layouts


Answer : D

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?

  • A. Cases and Work Orders
  • B. Parent/Child Work Orders
  • C. Work Orders only
  • D. Cases Only


Answer : A

Universal Containers has implemented a Knowledge solution for Agents to provide Field Technicians using the FSL mobile app with information necessary to complete assigned work.
Which two capabilities will now be available? (Choose two.)

  • A. View attached Articles offline.
  • B. Attach Knowledge Articles to Work Order only.
  • C. Attach Articles to Work Orders and Work Order Line Items.
  • D. Include Quick Actions and Global Actions in Attached Articles.


Answer : AC

The Org-Wide Default sharing for a Service Appointment is set to Private.

If the Service Appointment is cancelled, which users will have visibility to the record?

  • A. Assigned Resources, Owner of Service Appointment and members of Service Territory
  • B. Owner of Service Appointment and members of User Territory
  • C. Owner of Service Appointment and members of Service Territory
  • D. Assigned Resources, Owner of Service Appointment and members of User Territory


Answer : B

Universal Containers plans to deploy Field Service Lightning to 100 external contractors. There are 75 contractors who need access to Work Orders, Assets, Mobile App, and Chatter. The remaining 25 contractors are paid a commission on sales of containers and need to schedule resources.

Which license types and quantities should the Consultant recommend?

  • A. 100 Contractor
    100 Contractor Plus
  • B. 25 Contractor
    100 Contractor Plus
  • C. 75 Contractor
    25 Contractor Plus
  • D. 25 Contractor
    75 Contractor Plus


Answer : C

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 two.)

  • A. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for the Work Order.
  • B. Add each Asset to a separate Work Order. Create a Service Appointment for each Work Order.
  • C. Add each Asset to a separate child Work Order. Create a Service Appointment for the parent Work Order.
  • D. Add each Asset to a separate Work Order Line Item. Create a Service Appointment for each Line Item.


Answer : BD

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. Create an Apex Trigger.
  • B. Build a Workflow Rule.
  • C. Enable Drip feed Dispatch.
  • D. Configure an Auto Dispatch Scheduled Job.


Answer : C

An agent has to create a Work Order for a complex installation. A Work Order Line Item is created for each required component so it can be tracked and priced separately. However, a few of the components are only on the company’s Preferred Price Book while the others are on the U.S. Price Book.

Which solution should a Consultant recommend so the agent can meet this requirement?

  • A. Create one Work Order for each Price Book and use Work Types to assign the Price Book to each Work Order Line Item.
  • B. Create one Work Order for each Price Book and add Work Order Line Items to the appropriate Work Order based on its Price Book.
  • C. Create one Work Order and add Worker Order Line Items based on the Price Book selected on the Work Type.
  • D. Create one Work Order and override the price on Work Order Line Items for products on the Preferred Price Book.


Answer : C

What are two benefits of using the Field Service Lightning mobile app instead of the Salesforce mobile app? (Choose two.)

  • A. Agenda view of upcoming Service Appointments
  • B. Offline access to Flows
  • C. Native customer signature capture
  • D. Customized navigation menu


Answer : BC

A Dispatcher is notified of a local power outage. All Service Appointments in the affected area must be rescheduled to a different day.

How should the Dispatcher update the Service Appointments?

  • A. Create a report to identify Service Appointments in the area and notify Service Resources.
  • B. Configure a new Scheduling Policy to change Service Appointments.
  • C. Push Reschedule notifications to Service Resources using the Field Service Lightning mobile app.
  • D. Create a Map Polygon of the affected area to select Service Appointments for rescheduling.


Answer : D

Universal Containers wants to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work.

What should the Consultant recommend to meet this requirement?

  • A. Write a batch Apex class to unscheduled low priority work orders.
  • B. Create a custom Gantt action to call an Apex class to reschedule appointments.
  • C. Define a Global Optimization job to run hourly.
  • D. Apply the Reshuffle action within the Gantt.


Answer : D

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Total 132 questions