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Field Service Lightning Consultant Practice Test

Salesforce.Field-Service-Lightning-Consultant test Format | Course Contents | Course Outline | test Syllabus | test Objectives

Test Detail:
The Salesforce Field Service Lightning Consultant certification is designed for professionals who specialize in implementing and configuring Salesforce's Field Service Lightning solution. This certification validates the knowledge and skills required to design and optimize field service processes- manage work orders- and leverage Salesforce features to deliver exceptional field service experiences. The following description provides an overview of the certification exam.

Number of Questions and Time:
The number of questions and time allocation for the Salesforce Field Service Lightning Consultant certification test may vary. Typically- the test consists of multiple-choice questions- and the time given for the test ranges from 90 to 120 minutes. The number of questions can range from 60 to 80- depending on the test version.

Course Outline:
The Salesforce Field Service Lightning Consultant certification test covers various subjects related to field service management and the implementation of the Field Service Lightning solution. The course outline typically includes the following subject areas:

1. Field Service Processes:
- Understanding field service management concepts and best practices
- Defining service territories and assigning resources
- Managing work orders- scheduling- and dispatching field technicians
- Handling service agreements- entitlements- and contracts
- Configuring service level agreements and response times

2. Field Service Lightning Implementation:
- Configuring and customizing Field Service Lightning in Salesforce
- Integrating with other Salesforce clouds and external systems
- Designing field service mobile solutions and optimizing user experience
- Configuring field service automation and business rules
- Implementing asset and inventory management features

3. Optimization and Analytics:
- Monitoring and analyzing field service performance and KPIs
- Utilizing reports and dashboards to gain insights into field operations
- Applying best practices for optimizing field service processes
- Configuring field service analytics and forecasting capabilities
- Leveraging artificial intelligence and machine learning features

Exam Objectives:
The objectives of the Salesforce Field Service Lightning Consultant certification test are to assess the candidate's knowledge and skills in implementing and configuring the Field Service Lightning solution. The test aims to evaluate the following:

1. Proficiency in designing field service processes and workflows to meet business requirements.
2. Competence in configuring and customizing Field Service Lightning features and functionalities.
3. Understanding of integration capabilities and best practices for integrating Field Service Lightning with other systems.
4. Ability to analyze field service data and utilize reporting and analytics tools for decision-making.
5. Knowledge of optimization techniques and best practices for improving field service operations.

Exam Syllabus:
The Salesforce Field Service Lightning Consultant certification test syllabus outlines the specific subjects and competencies covered in the exam. The syllabus typically includes the following areas:

- Field Service Processes and Best Practices
- Field Service Lightning Configuration and Customization
- Integration and Data Management
- Field Service Mobile Solutions
- Asset and Inventory Management
- Field Service Analytics and Reporting

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Question: 199
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 inform Customer of weekend service pricing.
B . Open a Case and send email with new Service Offerings.
C . Open a Case and a renewal Opportunity for the Sales team.
D . Open a Case and create a Work Order for the Dispatch Team.
Answer: A,B
Question: 200
Universal Containers wants to automatically create Work order Line Items based on the products being serviced.
How can this be achieved?
A . With Entitlement Templates
B . With Workflows
C . With Process Builder
D . With Work Order Types.
Answer: C
Question: 201
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 two.)
A . Publish pre-release documentation on the Customer Community.
B . Publish training documentation in a closed Chatter group.
C . Increase training to Sales Representatives.
D . Increase training to Field Service Technicians.
Answer: AD
Question: 202
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
Question: 203
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
Question: 204
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
Question: 205
Universal Containers wants their Technicians to record an Asset Number using a barcode scanner when completing
Work Orders.
What field type should be configured to capture this information?
A . Barcode
B . Date
C . Formula
D . Text
Answer: D
Question: 206
Which NSX CLI command is used to check the GENEVE tunnel status on ESXi transport node?
A . get host-switch tunnels
B . get host-switch tunnel status
C . get transport-node tunnel state
D . get transport-node tunnel status
Answer: A
Question: 207
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
Question: 208
Universal Containers wants the Ability for their Field Technicians to log sales opportunities associated with their
Work Orders.
What configuration should a Consultant implement so Field Technicians can easily achieve this through the Field
Service mobile app?
A . Quick Action on Opportunity to Create Work Order
B . Quick Action on Opportunity to Create Work Order Line Item
C . Quick Action on Work Order to create Opportunity
D . Quick Action on Work Order Line Items to create Opportunity
Answer: C
Question: 209
Universal Containers wants to invoice its customers 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 Products and Price Books to track the price.
B . Use Opportunity Line Items and Price Books to track the price.
C . Use a custom object to model the Work Order pricing and price.
D . Use Assets and Products to track the price.
Answer: A
Question: 210
Universal Containers has a Partner Community. Work Orders are assigned to these partners. Partners are not
interacting with Service Appointments or Service Resources.
How would a Partner user update the Work Order record from a mobile Device?
A . Field service mobile app
B . Salesforce mobile app
C . Work Order records cannot be updated on a mobile device
D . Salesforce Touch
Answer: B
Question: 211
Universal Containers wants to reduce their mean-time-to-service.
Which three Field Service processes should a Consultant recommend to accomplish this goal? (Choose three.)
A . Adjust Scheduling Policy
B . Knowledge Base
C . Dispatching
D . Customer Entitlements
E . Scheduling
Answer: ABC
Question: 212
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 two.)
A . Open a Case and send email with new Service offerings.
B . Open a Case and inform Customer of weekend service pricing.
C . Open a Case and renewal Opportunity for the Sales team.
D . Open a Case and create a Work Order for the Dispatch Team.
Answer: AB
Question: 213
Universal Containers (UC) is using Field Service and has customer meetings at UC�s offices. When booking meetings,
they would like them to begin on the hour, every hour, between 9am-5am.
How can this be achieved?
A . Use Customer Operating Hours.
B . Use Exact Appointments on the Work Types.
C . Use Territory-specific Operating Hours.
D . Use Multiple Operating Hours with Slots for each hour.
Answer: B
Question: 214
What is the correct routing match to reach 172.16.1.5/32?
A . 172.16.1.0/26
B . 172.16.1.0/25
C . 172.16.1.0/24
D . the default route
Answer: A
Question: 215
Universal Containers wants to track the total associated price when servicing Work Orders for Customers.
Which two of the following should a Consultant recommend? (Choose two.)
A . Use Work Order and Work Order Line Items.
B . Use a custom object to model the Work Order pricing.
C . Use the Einstein Pricing Configurator.
D . Set up Products and Price Books.
Answer: AD
Question: 216
Universal Containers performs service on field assets that require a sequence of work tasks. A Consultant has
recommended Work Order Line Items to manage the tasks and assets/parts necessary to manage the work.
Which two of the following must be considered as part of this solution to ensure Work Orders are properly completed?
(Choose two.)
A . Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to Work Order.
B . Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.
C . Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the Bo
E . Use of Standard Reports to view Parent and Work Order Lines Items within Work Orders by Customer.
Answer: BC
Question: 217
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
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