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Salesforce Certified Field Service Consultant Sample Questions:

1. 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

A) The Due Date of the Service Appointment
B) The Time Slots for Appointment Booking
C) The Maintenance Plan for the Account
D) When Service Resources are available for work

2. Ursa Major Solar (UMS) has implemented Field Service using a private record access model. UMS has also set work types to automatically generate Service Appointments.
Which two sharing options are available for these Service Appointments?
Choose 2 answers

A) Make the dispatcher the assigned resource on the Service Appointments.
B) Auto-generated scheduled Service Appointments will be shared with resources.
C) A Service Appointment can be shared by clicking Sharing on the record.
D) The Service Appointment's parent record can be shared with the assigned resource.

3. Customer relationships and reliable service are the main focus this year at Ursa Major Solar. Management has asked that once a technician has serviced a customer, they continue to service that customer when possible.
What should the consultant recommend to meet this requirement?

A) Include the Required Resource work type in Scheduling Policies.
B) Configure an account preference on the Service Resource record.
C) Assign a Preferred status Resource Preference to the Account.
D) Designate a Skill-based resource to the Work Order.

4. One of Universal Containers' customers reported that the Technician sent to their site left without cleaning up the work area afterward.
How can Universal Containers ensure that a different Technician is assigned all future work for that Customer?

A) Assign the Technician to a new Service Territory.
B) Create an ExcludedResource for the Account.
C) Create a new Work Order Validation Rule.
D) Remove the Technician as a Preferred Resource.

5. A customer wants to return a defective product instead of scheduling a Service Appointment.
How should this product be tracked in Salesforce Field Service?

A) Create a Product Request and Product Request Line Item.
B) Create a Work Order and Work Order Line Item.
C) Create a Return Order and relate it to the Product.
D) Create a Return Order and Return Order Line Item.

Solutions: