Free Salesforce Field-Service-Consultant Exam Actual Questions

The questions for Field-Service-Consultant were last updated On Jan 16, 2025

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Question No. 1

Universal container needs to verify that a repair job has been completed to the

customer satisfaction before an invoice can be generated

Which two items should the consultant consider?

Choose 2 answers

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Correct Answer: C, D

Service reports are documents that summarize the details and outcomes of a service appointment such as work performed, products consumed, customer feedback, etc.[25]. Configuring signature blocks for service report templates allows capturing customer signatures as proof of job completion before generating invoices[26]. Adding service report templates to the appropriate repair work type allows automatically generating service reports based on the work type of the service appointment[27]. Generating service in the organization's default language would not verify that a repair job has been completed to the customer satisfaction. Sending a feedback survey to the customer when a service appointment is completed would not ensure that an invoice can be generated. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_signature_blocks.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_work_types.htm&type=5


Question No. 2

A mobile technician uses parts present in their van to complete an on-site customer installation. The technician has marked the service appointment and work order as completed. They want to record the parts used in completing the job and adjust their van stock.

Where should the technician record this information?

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Correct Answer: C

The Products Consumed section on the Work Order allows the technician to record the products used and adjust the inventory levels of their van stock. The Product Item Transactions Related List on the Product Item shows the history of product movements, but does not allow recording new transactions. The Work Order Line Item associated with the completed Work Order shows the products required, but not the products used. The Product Request Line Item associated with the Product shows the products requested, but not the products consumed. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_product_item_transactions.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_product_request_line_items.htm&type=5


Question No. 3

Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.

When designing the Customer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming appointment?

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Correct Answer: B, D

Arrival Window Start and Arrival Window End are fields on the Service Appointment that indicate when a technician is expected to arrive at a customer site based on travel time and service duration calculations. These fields can be shared with customers to set expectations around upcoming appointments. Scheduled End and Scheduled Start are fields on the Service Appointment that indicate when a technician is scheduled to start and end their service based on their availability and assigned time slots. These fields are not accurate indicators of when a technician will arrive at a customer site, as they do not account for travel time and service duration variations. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5


Question No. 4

Universal Containers plans to implement Crew Management to better support its clients.

Which area does the Consultant need to consider as part of the recommendation?

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Correct Answer: A

Crew Management is a feature that allows creating and managing crews of multiple service resources who share the same service appointments[163]. The Preferred Resource service objective is ignored for active Crew Members because it only applies to individual resources and not crews[164]. Capacity-based scheduling is not supported for Service Crews because crews do not have capacity limits and can be assigned unlimited service appointments[165]. A service resource can be a member of multiple crews and can switch between them depending on their availability and skills[166]. Salesforce Field Service does not consider the Recommended Crew Size when assigning appointments because it only considers the Required Crew Size which indicates the minimum number of crew members needed for a service appointment[167]. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_limitations.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_limitations.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_create_edit_delete.htm&type=5 https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceappointment_requiredcrewsize.htm


Question No. 5

Universal Containers needs a team to perform periodic maintenance on the most complex products.

Which feature should the Consultant configure to meet this requirement?

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Correct Answer: C

This feature should be configured to meet this requirement, as it allows creating a group of service resources that can perform periodic maintenance on complex products together. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_crew_management.htm&type=5


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