Salesforce Field Service Lightning Consultant Exam

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Total 129 questions

Universal Containers has Role-based Technicians and Managers who handle Service Appointments. Many times, Technicians arrive on-site but are unable to gain access to the customer's equipment. In this scenario, only the Manager has permission to cancel the Service Appointment.
Who should a Consultant recommend adhering to this business process?

  • A. Assign Permission Sets that allow Status Transitions.
  • B. Allow Status Transitions based on Role.
  • C. Limit Status Transitions based on Profile.
  • D. Configure Status Transitions based on Resource Type.


Answer : C

Universal Containers is tracking customer issues in their call center. Sometimes this requires a Technician to be on-site at the customer's location.
What set of steps should a Consultant recommend to dispatch the Technician?

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


Answer : D

Universal Containers wants Field Technicians to capture customer authorization via a signature through Salesforce mobile app.
What should a Consultant recommend?

  • A. Create a Quick Action on the Service Appointment to launch a Visualforce signature page.
  • B. Create an Approval Process from the Service Appointment for the customer's Authorization.
  • C. Create a Checkbox on the Service Appointment that will capture the customer's Authorization.
  • D. Create a custom text field to capture the customer's signature on Salesforce mobile app.


Answer : C

Universal Containers maintains their service level agreements at the customer level only.
How can a consultant ensure agents can verify coverage?

  • A. Set up Entitlement Process, set up Service Contracts, display the related List on the Contact Page Layout.
  • B. Create Milestones, set up Entitlement Process, display the related List on the Work Order Page Layout.
  • C. Create Milestones, set up Entitlement Process, display the related List on the Account Page Layout.
  • D. Create Contract Line Items, set up Entitlement Process, display the related List on the Asset Page Layout.


Answer : C

In the Dispatch Console, when viewing the Map, which three 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


Answer : ACD

Page:    1 / 26   
Total 129 questions