Salesforce Field Service Consultant Practice Exam Questions 2024

Preparing for the Salesforce Field Service Consultant exam can be daunting, but with the right resources, you can navigate it successfully. 

This blog offers a curated collection of practice questions and expert answers designed to mirror the real exam’s challenges. Each question is crafted to enhance your understanding and ensure you are well-prepared to tackle the practical applications of your Salesforce knowledge.

Checkout – Salesforce Field Service Consultant Course by saasguru

Sample Questions and Answers

Question 1 (Role-based Technicians and Managers)

Universal Containers employs Role-based Technicians and Managers who manage Service Appointments. Occasionally, Technicians arrive at a site but need help accessing the customer’s equipment. In such cases, only Managers can cancel the Service Appointment.

What should a Consultant recommend to align with this business process?

1. Assign Permission Sets that allow Status Transitions.
2. Allow Status Transitions based on Role.
3. Limit Status Transitions based on Profile.
4. Configure Status Transitions based on Resource Type.

Answer: B. Allow Status Transitions based on Role.

Question 2 (Customer Issues Requiring On-site Technician)

Universal Containers tracks customer issues within their call center, sometimes necessitating an on-site Technician visit.

What sequence of actions should a Consultant recommend to dispatch the Technician?

1. Create Case, Service Appointment, Work Order, and Dispatch Service Appointment.
2. Create a work order, create a case, dispatch the work order, and create a service appointment.
3. Create Service Appointment, Work Order, Create Case, Dispatch Service Appointment.
4. Create Case, Work Order, Service Appointment, and Dispatch Service Appointment.

Answer: D. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.

Question 3 (Capturing Customer Authorization via Signature)

Universal Containers wants Field Technicians to obtain customer authorization through a signature using the Salesforce mobile app.

What should a Consultant suggest?

1. Implement a Quick Action on the Service Appointment to open a Visualforce signature page.
2. Create an approval process for the service appointment for customer authorization.
3. Add a Checkbox on the Service Appointment to record customer authorization.
4. Develop a custom text field to capture the customer’s signature within the Salesforce mobile app.

Answer: A. Implement a Quick Action on the Service Appointment to open a Visualforce signature page.

Question 4 (Verifying Service Level Agreements)

Universal Containers manages their service level agreements exclusively at the customer level.

How can a consultant ensure that agents can verify coverage?

1. Establish an Entitlement Process, configure Service Contracts, and display the related List on the Contact Page Layout.
2. Create Milestones, configure an Entitlement Process, and display the related List on the Work Order Page Layout.
3. Create Milestones, configure an Entitlement Process, and display the related List on the Account Page Layout.
4. Develop Contract Line Items, configure an Entitlement Process, and display the related List on the Asset Page Layout.

Answer: C. Create Milestones, configure an Entitlement Process, and display the related List on the Account Page Layout.

Also Read – Salesforce Field Service Consultant Exam Guide

Question 5 (Data Elements on Dispatch Console Map)

When viewing the map in the Dispatch Console, what three data elements can be presented to the Dispatcher? (Choose three)

1. Google Traffic Data
2. Service Appointment Dependencies
3. Resource’s Home Base
4. Service Appointments
5. Resources Travel Speed

Answer: A. Google Traffic Data, C. Resource’s Home Base, D. Service Appointments.

Question 6 (Tracking Parts Used by Technician)

Which two reports should a Consultant create to monitor the number of parts a Technician uses during a specified time frame? (Choose two)

1. Service Appointment inventory
2. Products Consumed on Work Order Line Items
3. Work Order inventory
4. Products Consumed on Work Orders

Answer: B. Products Consumed on Work Order Line Items, D. Products Consumed on Work Orders.

Question 7 (Keeping Work Orders Open)

The CFO at Universal Containers wants Work Orders to remain open until the Customer Service Report is signed.

Which two configurations should a Consultant implement to ensure Work Orders are not closed prematurely? (Choose two)

1. Custom Work Order Escalation Rules
2. Custom Approval Process on Work Orders
3. Custom Work Order Status
4. Custom Validation Rule on Work Orders

Answer: C. Custom Work Order Status, D. Custom Validation Rule on Work Orders.

Question 8 (Field Service Mobile App Display)

AW Computing technicians rely exclusively on the field service mobile application, given that they are always in the field. Due to frequent schedule changes, a technician must see only one job on the app.

How should the field service administrator ensure this requirement is fulfilled?

1. Instruct the dispatcher to dispatch only one work order to each technician.
2. Set Send Appointment Notifications on Dispatch in the mobile settings to one.
3. Enable drip feed to dispatch one service appointment per technician.
4. Set up auto dispatch to dispatch one work order for each technician.

Answer: C. Enable drip feed to dispatch one service appointment per technician.

Question 9 (Service Resource Skills Matching)

Universal Containers wants to ensure that Technicians with specific skill sets are dispatched for complex installations.

What feature should a Consultant recommend to achieve this?

• A. Work Type Skills and Service Resource Skills
• B. Service Resource Roles and Permissions
• C. Scheduling Policies and Resource Territories
• D. Skill-Based Routing and Resource Type

Answer: A. Work Type Skills and Service Resource Skills

Question 10 (Tracking Service Territory Performance)

Universal Containers wants to track the performance of Service Territories, such as appointment completion rate and response times.

What reporting setup should a Consultant recommend?

• A. Create Dashboards with Service Territory Filters
• B. Create Custom Reports on Service Appointments
• C. Enable Field Service Analytics for Territory Metrics
• D. Use the Service Territory Performance Dashboard

Answer: C. Enable Field Service Analytics for Territory Metrics

Question 11 (Customer Communication During Delays)

If a Technician is delayed, Universal Containers wants to automatically notify customers about the updated arrival time.

What solution should a Consultant suggest?

• A. Create a Workflow Rule to send an email notification.
• B. Configure On-site Notifications in Field Service Settings.
• C. Use Salesforce Flow to send SMS updates via a third-party app.
• D. Enable the “Notify Customer” setting on Service Appointments.

Answer: C. Use Salesforce Flow to send SMS updates via a third-party app.

Question 12 (Recurring Maintenance Visits)

Universal Containers schedules recurring maintenance visits for their customers.

How should a Consultant configure this process?

• A. Use Work Orders with Recurring Service Appointments.
• B. Create a Recurring Work Order Template.
• C. Enable Service Contract Recurrence in Field Service Settings.
• D. Use Recurring Events in the Service Console.

Answer: A. Use Work Orders with Recurring Service Appointments.

Question 13 (Field Service Lightning Optimization)

Universal Containers wants to optimize Technician schedules to minimize travel time and maximize daily appointments.

Which feature should a Consultant enable?

• A. Service Optimization and Dynamic Routing
• B. Service Appointment Bundling
• C. Enhanced Scheduling Policies with Optimization Rules
• D. Automated Resource Assignment

Answer: C. Enhanced Scheduling Policies with Optimization Rules

Question 14 (Handling Multi-Day Appointments)

Universal Containers needs to schedule multi-day Service Appointments for large projects.

What configuration is required?

• A. Enable Gantt Chart Extensions in the Dispatcher Console.
• B. Create a Custom Service Appointment Duration Field.
• C. Set the Service Appointment Duration to span multiple days.
• D. Use Resource Absences to block out multi-day periods.

Answer: C. Set the Service Appointment Duration to span multiple days.

Question 15 (Managing Inventory Stock Levels)

Universal Containers wants to ensure Technicians always have sufficient stock of critical parts in their van.

What two features should a Consultant recommend? (Choose two)

• A. Reorder Threshold on Product Inventory
• B. Automated Inventory Transfers
• C. Minimum Quantity Alerts on Work Orders
• D. Inventory Stock Report for Technicians

Answer: A. Reorder Threshold on Product Inventory, B. Automated Inventory Transfers

Conclusion

As you gear up for the 2024 Salesforce Field Service Consultant exam, remember that practice is the pathway to mastery. These questions are designed to simulate the real challenges you’ll face, providing you with a solid foundation to build your skills and confidence.

Ready to take your preparation to the next level? Sign up for a free trial at saasguru and gain access to over 30 Salesforce Certification Courses, 50+ Mock Exams, and 50+ Salesforce Labs for hands-on learning. 

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