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Salesforce Field-Service-Consultant Salesforce Certified Field Service Consultant (SU24) Exam Practice Test

Salesforce Certified Field Service Consultant (SU24) Questions and Answers

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Question 1

A customer makes one appointment for the sales department, and another appointment for the service

department. The two appointments should be handled on the same day, but should be created as separate

appointments. In addition, the Technician must complete one appointment before starting the next. The agent

wants to make sure these two appointments are scheduled together and in sequence.

Which three things should the Consultant verify to ensure these requirements are met and simultaneous scheduling will occur?

Choose 3 answers

Options:

A.

The checkbox Use all-or-none scheduling for related appointments in Field Service Settings is selected.

B.

The Dependency Type is set to Start After Finish and Same Day on the first service appointment in the dependency.

C.

A dependency has been created between the two appointments and the start times are the same.

D.

The Same Resource and Same Day fields appear on the Service Appointments page layout.

E.

The Complex Work Visualforce page is added to the Service Appointments page

Question 2

Universal Containers wants to ensure that Service Appointments are only assigned to Active Resources.

Which configuration should a Consultant recommend for the Scheduling Policy?

Options:

A.

Match Fields

B.

Preferred Resources

C.

Match Boolean

D.

Required Resources.

Question 3

Universal Containers (UC) is rolling out Inventory Management to better manage parts and inventory. UC wants to automatically associate certain parts and products to Work Orders upon creation based on the work to be performed.

How should the Consultant meet this requirement?

Options:

A.

Add Products to the Products Required Related List on the Asset object.

B.

Add Products to the Work Order Products Related List on the Asset object.

C.

Add Products to the Products Required Related List on the Work Type object.

D.

Add Products to the Work Order Products Related List on the Work Type object.

Question 4

Which two objects are required when configuring an optimization job? Choose 2? answers

Options:

A.

Service Territory

B.

Scheduling Policy

C.

Work Type

D.

Polygons

Question 5

Universal Containers wants to ensure Technicians have the correct equipment before arriving at a Job site.

Which two considerations should the Consultant take into account when configuring Salesforce Field Service?

Choose 2 answers

Options:

A.

Quantity and Unit of Measure are required when adding a Required Product.

B.

Validation Rules and Triggers created on the Work Order and Work Order Line Item objects are automatically recreated for Work Types.

C.

Required Products must be added to both the Work Order and all Work Order Line Items.

D.

Work Types can be configured to include Required Products on Work Orders and Work Order Line Items.

Question 6

Universal Containers (UC) is rolling out Inventory Management to better manage parts and inventory. UC wants to automatically associate certain parts and products to Work Orders upon creation based on the work to be performed.

How should the Consultant meet this requirement?

Options:

A.

Add Products to the Products Required Related List on the Asset object.

B.

Add Products to the Work Order Products Related List on the Asset object.

C.

Add Products to the Products Required Related List on the Work Type object.

D.

Add Products to the Work Order Products Related List on the Work Type object.

Question 7

A Dispatcher at Universal Containers has just been informed that one of their field employees, who has five services schedules for today, called in sick. How should the workload be assigned to other Field Technicians?

Options:

A.

Drag and drop the Service Appointments to other available Resources and run Optimization.

B.

Ask the Customer Service Rep to call the customers and manually re-schedule for another day.

C.

Change the Scheduling Policy to “High Intensity” and activate the Background Optimization process.

D.

Update the Resource a not available, select the affected Service Appointments, and press “Schedule.”

Question 8

Universal Containers requires trained inspectors to make three site visits per year to inspect

containers at customer sites. These visits must be created 14 days before the next suggested

inspection date.

What are two ways 3 Consultant can configure Maintenance Plans to meet the requirement?

Choose 2 answers

Options:

A.

Associate a Required Skill called Site Visit to a Maintenance Plan.

B.

Associate 2 Work Type called Site Visit to a Maintenance Plan

C.

Auto-generate Work Orders with a 14 daya Generation Timeframe.

D.

Auto-generate Work Orders with a 14 day Generation Horizon.

Question 9

Which configuration can Universal Containers use to brand the Salesforce Field Service mobile app?

Options:

A.

Company style sheets

B.

Company address

C.

Company logo

D.

Company colors

Question 10

A consultant has implemented user territories at Northern Trail Outfitters (NTO) in a private sharing model. A new Midwest Service Territory has been created.

Which two actions should NTO take to give the dispatcher access to all relevant Midwest records? Choose 2 answers

Options:

A.

Create a new user territory associated with the Service Territory and dispatcher.

B.

Configure and run the User Territory Sharing Job in Field Service Settings.

C.

Assign a new user territory and add each of the assigned service resources.

D.

Add the resources assigned to the Service Territory's Member related list.

Question 11

Universal Containers typically performs installs, break-fix, and inspections for all clients. The Service Manager wants to create a template for common work requests. What should a Consultant implement to assist the dispatch team?

Options:

A.

Work Order Record Types for Break-fix, Install, and Inspection.

B.

Work Type Line Items for Install, Break-fix, and Inspections.

C.

Work Types and Skill Requirements for Install, Break-fix, and Inspections.

D.

Work Order custom fields to define Install, Break-fix, and Inspections.

Question 12

Universal Containers wants to ensure that inventory needed for repair jobs is tracked and managed so Technicians have the material for their jobs.

Which two ways should a Consultant recommend tracking these inventory requirements in Salesforce? (Choose two.)

Options:

A.

Products Required for Work Orders

B.

Products Required for Service Appointments

C.

Products Required for Work Order Line Items

D.

Products Required for Service Resources

Question 13

Each container consists of multiple parts that are tracked by Asset records. Universal Containers’s customers usually wait until several parts need service before requesting a Technician come on-site to save money on service charges.

How should a Consultant configure Salesforce Field

Service to track the work performed?

Options:

A.

Create a Work Type and Work Order for each Asset being serviced.

B.

Create a Work Order and Work Order Line Item for each Asset being serviced.

C.

Create a Work Order for all Assets being serviced and a Work Order Line Item for each Product Consumed.

D.

Create a Work Type to automatically create relevant line items for each Asset.

Question 14

Universal containers products need to be traceable form the factory to customer

sites. The products are installed using disposable kits.

How should the consultant configure this?

Options:

A.

Create the products and the installation kits as unsterilized inventory.

B.

Create the products and the installation kits as serialized inventory.

C.

Creak the products as serialized inventory and the installation kits as unsterilized

inventory.

D.

Create the products and the installation kits as a single serialized product.

Question 15

Universal Containers's Technicians may be assigned to Jobs with an arrival window to meet the customer appointment time preference. Technicians are also assigned to Jobs without a preferred appointment time.

In which two ways should the Consultant define Operating Hours to meet this requirement?

Choose 2 answers

Options:

A.

The Maintenance Plan for the Account

B.

The Due Date of the Service Appointment

C.

The Time Slots for Appointment Booking

D.

When Service Resources are available for work

Question 16

Technicians often need to generate a report in the customer's language.

Which configuration should the Consultant recommend to meet the requirement?

Options:

A.

Update the Language of the current User.

B.

Add the Service Report Language field to the Work Order Page Layout.

C.

Add the Language field to the Contact Page Layout.

D.

Update the Default Language of the Organization.

Question 17

A Dispatcher needs to reduce the backlog of Service Appointments in different territories and focus on individual customer service preferences.

Which Scheduling Policy should the Dispatcher use?

Options:

A.

Emergency

B.

High Intensity

C.

Soft Boundaries

D.

Customer First

Question 18

Each container consists of multiple parts that are tracked by Asset records. Universal Containers’s customers usually wait until several parts need service before requesting a Technician come on-site to save money on service charges.

How should a Consultant configure Salesforce Field

Service to track the work performed?

Options:

A.

Create a Work Type and Work Order for each Asset being serviced.

B.

Create a Work Order and Work Order Line Item for each Asset being serviced.

C.

Create a Work Order for all Assets being serviced and a Work Order Line Item for each Product Consumed.

D.

Create a Work Type to automatically create relevant line items for each Asset.

Question 19

Service appointments in a “cannot complete” status may indicate that an

additional part or expert assistance is needed to complete the work. Universal

containers defined that service appointments in a “cannot complete” status are unable

to be rescheduled or unscheduled for history tracking purposes.

Which two items should the consultant recommend to meet the requirement?

Choose 2 answers

Options:

A.

Define “cannot complete” as a pinned status for auto-dispatch services.

B.

Define “cannot complete” as a pinned status for scheduling and optimization services.

C.

Ensure that status transitions are configured to prevent the update from “cannot

complete” to “none’.

D.

Ensure that status transition are configured to allow the status update from “cannot

complete” to “scheduled”.

Question 20

Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require expedited on-site service.

How should a Consultant recommend UC handle unplanned service during times of severe weather?

Options:

A.

Postpone all lower-priority jobs and extend Due Dates.

B.

Configure an Emergency Policy and use the Emergency Wizard.

C.

Manually flag Service Appointments as "In Jeopardy” due to weather.

D.

Configure a new Service Level for immediate assignment.

Question 21

Service resources at Universal Containers (UC) frequently work in more than one service territory.

The current scheduling policy looks only at primary territory. While UC still wants the optimizer to use

the service resource’s primary territory when scheduling, UC also wants the scheduling policy to look

at the resource'’s secondary service territories.

Which two scheduling policy changes should a Consultant recommend?

Choose 2 answers

Options:

A.

Select Working Location Enable Primary on the Working Territories Work Rule:

B.

Remove the Match Territory Work Rule.

C.

Include the Mateh Territory Work Rule.

D.

Deselect Working Location Enable Primary on the Working Territories Work Rule.