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Individuals who earn the Salesforce Field-Service-Lightning-Consultant certification demonstrate their ability to design, implement, and manage Field Service Lightning solutions. Salesforce Certified Field Service Lightning Consultant certification also validates their knowledge of best practices for delivering exceptional customer service, improving field service operations, and optimizing field service resources.
NEW QUESTION # 52
When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there are no milestones listed when viewing the record.
How should this issue be resolved?
- A. Make sure the case entitlement record is being shared with the service resource.
- B. Add work order milestones after the case milestones to the entitlement process.
- C. Ensure the work order entitlement is related to the same process as the case entitlement.
- D. Create a separate entitlement process associated to the work order object.
Answer: D
NEW QUESTION # 53
Universal Containers wants to dispatch groups of Service Appointments to their Technicians. The number of Service Appointments dispatched at a time varies among different Service Territories.
Which two settings should a Consultant enable to ensure Service Appointments are dispatched correctly?
Choose 2 answers
- A. Enable Drip Feed Dispatching in Field Service Settings.
- B. Set the Number of Services to Drip Feed on the Service Territory.
- C. Set the Service Appointment to Dispatch in Field Service Settings.
- D. Enable Sharing of Dispatched Service Appointments.
Answer: A,B
NEW QUESTION # 54
Universal Containers has noticed that with every new product release there is a rise in customer reported Cases and a decrease in first-time fix-rate. Which two recommendations should a Consultant make? Choose 2 answers.
- A. Increase training to Field Service Technicians
- B. Increase training to Sales Representatives.
- C. Publish training documentation in a closed chatter group.
- D. Publish pre-release documentation on the Customer Community.
Answer: A,D
NEW QUESTION # 55
Universal Containers wants to invoice its Customer for the parts used when performing repairs on installed Assets. What should a Consultant recommend to track the price of the parts consumed?
- A. Use Opportunity Line Items and Price Books to track the price.
- B. Use Products and Price Books to track the price.
- C. Use Assets and Products to track the price.
- D. Use a custom object to model the Work Order pricing and price.
Answer: C
NEW QUESTION # 56
universal container wants its technician to follow a standard operating procedure (S O P) while performing maintenance on an individual asset. Each operation should be captured independently to allow technician to enter note and update status they progress with the work preventative maintenance should be with a single visit Which data model should the consultant recommend to the universal container?
- A. Service appointment to represent ante the preservative maintenance on the asset - work order line item to represent the different operations - work order to represent the visit
- B. Work order line item represent the preventative Maintenance on the asset - work order represent the different operations- service appointment to represent visit
- C. Work order to represent the preventative maintenance on the asset - service appointment to represent the different operations - work order line item to represent the visit
- D. Work order to represent the preventative maintenance on the asset - work order line item to represent the different operations - service appointment to represent the visit
Answer: D
NEW QUESTION # 57
Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country.
What Price Book structure is recommended?
- A. Utilize a custom Price Book specific to each country.
- B. Utilize the standard Price Book with pricing rules applied.
- C. Utilize a standard Price Book specific to each country.
- D. Utilize a custom Price Book with pricing rules applied.
Answer: A
NEW QUESTION # 58
Universal Containers' (UC)Technicians are required to record actual work duration against baseline estimates at the Work Order Line Item Level for certain tasks. How can this be supported using standard fields and features?
- A. Create Work Types for all tasks requiring an estimated versus baseline value. Train Service Technicians to select the appropriate Work Type, and then update the "Duration" field on the Work Order.
- B. Train Dispatchers to update the "Duration" field when Work Orders are created. Train Service Technicians to select the appropriate Work Type, and then update the "Duration" field on the Work Order Line Item.
- C. Create Knowledge Articles with the baseline durations for each Product. Train Service Technicians to associate the appropriate Knowledge Article,and then update the "Duration" field on the Work Order Line Item.
- D. Create Work Types for all tasks requiring an estimatedversus baseline value. Train Service Technicians to select the appropriate Work Type, and then update the "Duration" field on the Work Order Line Item.
Answer: A
NEW QUESTION # 59
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. owner of service appointment and members of service territory
- B. owner of service appointment and members of user territory
- C. assigned resources, owner of service appointment and members of service territory
- D. assigned resources, owner of service appointment and members of user territory
Answer: B
NEW QUESTION # 60
Universal Containers wants to standardize creation of Work Orders. Historically, Work Orders have been set up with the incorrect skills and estimated time to completion.
What should a Consultant utilize to meet this requirement
- A. Work Types
- B. Entitlement Templates
- C. Work Order Record Types
- D. Entitlements
Answer: A
NEW QUESTION # 61
Universal Containers provides prompt service and has multiple service levels for different customers. Over
50% of Service Appointments are created on the same day they need to be completed. As a result, a Technician's daily schedule can change multiple times throughout the day.
What method of dispatching should a Consultant recommend implementing?
- A. Automatically run Optimization Background Job every hour.
- B. Automatically schedule unscheduled services to available Resources.
- C. Automatically Dispatch Service Appointments using Drip Feed.
- D. Automatically change the status to Dispatched of all Service Appointments.
Answer: A
NEW QUESTION # 62
Universal Containers is outsourcing work to a third-party Contractor. This Contractor is committed to working 100 hours per week. How should this be configured in the system?
- A. Create a Capacity-based Resource with 100 hours capacity a week.
- B. Create 100 Service Appointments with Contractors as Required Resources.
- C. Create a Resource with 20 hours available a day.
- D. Create 5 Resources with 20 hours available a week.
Answer: A
NEW QUESTION # 63
universal container wants to make to easier for its managers to monitor prevention maintenance work order using dispatcher console Which two filtering options should manager use to find the appropriate work order?
Choose 2 answers
- A. The dispatcher work order polygons and filters the list to show only desired service appointment
- B. The dispatcher console appointment list and filter the list to show only desired service Appointment
- C. The dispatcher console MAO and filter the list to show only desired service appointment
- D. The prevention maintenance Gantt and filter the list to show only desired work orders
Answer: B,C
NEW QUESTION # 64
Universal Containers wants to offer customers a Maintenance Plan that provides 12 monthly checkups. The customer will call to schedule each visit.
How should a Consultant configure the Maintenance Plan to meet this requirement?
- A. Set Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work orders.
- B. Set Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work orders.
- C. Set Frequency to 1 Month; Generation Timeframe of 12; uncheck Auto-generate work orders.
- D. Set Frequency to 1 Month; Generation Timeframe of 12; check Auto-generate work orders.
Answer: B
NEW QUESTION # 65
universal containers has identified a business process in which a customer support agent reviews an existing work order and needs to associate an additional part to the order for the technician to successfully complete the job.
How should a consultant support this process?
- A. Add a new product required to the work type.
- B. Add a new product required to the work order.
- C. Add a new product consumed to the work rule.
- D. Add a new product consumed to the work order.
Answer: A
NEW QUESTION # 66
universal containers want to standardize creation of work orders. Historically, work orders have been set up with the incorrect skills and estimated time to completion.
What should a consultant utilize to meet this requirement?
- A. Entitlements
- B. Entitlement templates
- C. Work order record types
- D. Work types
Answer: D
NEW QUESTION # 67
A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about to expire. Which two upsell activities should the CSR consider? Choose 2 answers.
- A. Open a Case and send email with new Service Offerings.
- B. Open a Case and create a Work Order for the Dispatch Team.
- C. Open a Case and inform Customer of weekend service pricing.
- D. Open a Case and a renewal Opportunity for the Sales team.
Answer: A,C
NEW QUESTION # 68
AW Computing uses a private record access model in the sales, support, and field service organizations.
How should the system administrator ensure that the technicians have the appropriate access to the service appointments dispatched to them?
- A. Configure a sharing rule to share dispatched service appointments with the assigned resource.
- B. Create a user territory for the technicians' primary and secondary territories.
- C. Create a process to change the owner of the service appointment to the assigned technician.
- D. Enable the sharing features in the Field Service settings in the Setup menu.
Answer: B
NEW QUESTION # 69
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. How should a Consultant recommend adhering to this business process?
- A. Configure Status Transitions based on Resource Type.
- B. Allow Status Transitions based on Role.
- C. Limit Status Transitions based on Profile.
- D. Assign Permission Sets that allow Status Transitions.
Answer: C
NEW QUESTION # 70
Universal Containers does not want the lunch break to interfere with existing scheduled work. How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after
1pm?
- A. Create a recurring Service Appointment
- B. Create Resource Absences every day.
- C. Use appropriate Resource Operating Hours.
- D. Use the Resource Availability Rule.
Answer: A
NEW QUESTION # 71
universal container UC wants to create a new scheduling policy that takes into account the technician assigned to customers account and then considers a resource from the customer group of preferred technician UC also wants to consider only technician with 50 miles of schedule work Which two items should a consultant include in the scheduling policy to meet this?
requirement?
- A. Required resources and maximum travel from home
- B. Minimize travel service objectives and resources priority services objectives
- C. Maximize travel from home and working territories
- D. Minimize travel service objective and preferred resource services objectives
Answer: C,D
NEW QUESTION # 72
Universal Containers has Resources working in multiple countries and time zones. Each country has different holidays and working hours as allowed by law. What should a Consultant recommend to implement these parameters with the most flexibility possible?
- A. Service Territories, Operating Hours, and Resource Absences
- B. Work Types, Resource Availabilities, and Operating Hours
- C. Service Territories, Resource Capacity, and Business Hours
- D. Skills, Operating Hours, Time Slots, and Holidays.
Answer: A
NEW QUESTION # 73
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Salesforce Field-Service-Lightning-Consultant certification exam is intended for professionals who have a deep understanding of Salesforce Service Cloud and experience with field service management. Field-Service-Lightning-Consultant exam covers various topics, including service territory management, scheduling, optimization, and dispatch management. It also evaluates the candidates' ability to configure and customize the Field Service Lightning solution to meet the specific needs of their clients.
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