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.

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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