Salesforce field service lightning consultant practice test

Universal Containers’ Customers typically like to be served by the same Technician that completed
the initial installation. How should a Consultant implement this rule?

• A. Add all other Resources as Excluded Resources.
• B. Add the Resource as a Required Resource.
• C. Add the Resource as a Preferred Resource.
• D. Add the Account as one of the Resource Skills.

Universal Containers wants their Technicians to capture potential up-sell opportunities identified
during site visits that will then be addressed by the inside sales team. What Configuration will
support this requirement?

• A. Create a Service Appointment Quick Action to create a Lead record and add it to the appropriate page layout.
• B. Create a Web-to-Lead page that submits to the inside sales team. Add a link to the Case Page Layout.
• C. Create a Public Group for the inside sales team, and share Work Orders to the group via Sharing Rules.
• D. Configure a Flow against Cases that auto-creates leads and assigns them to the insides sales team Queue.

Universal Containers wants their Field Technicians to indicate if any of their Service Appointments
are at risk of not being completed on time. They would like for this to be achieved on a mobile
device using a Quick Action. What should a Consultant recommend to achieve this requirement?

• A. Update the Service Appointment Status field.
• B. Update the Service Appointment field "In Jeopardy."
• C. Update the Service Appointment Chatter feed.
• D. Reschedule the Service Appointment for later.

Universal Containers wants to allow Field Technicians to view work progress through the Work Order
Line Item card in the Field Service mobile app. How can this be supported?

• A. Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.
• B. Create a custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.
• C. Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician’s profile.
• D. Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through salesforce1.

Universal Containers has external resources who only report back once a Service Appointment has
been completed.
All Internal resources need to report incremental progress on Service
Appointments. How should a Consultant recommend implementing statuses to support these
different user groups?

• A. Configure Status Transitions based on Resource Type.
• B. Limit Status Transition based on Profile.
• C. Allow Status Transitions based on Role.
• D. Block Status Transitions using a Validation Rule.

Universal Containers wants to use Work Types, since many of their Work Orders require the same
Field Service Technician skills. What should the Consultant consider when using Work Types?

• A. A change to the skills on a Work Type will affect the required skill on Work Orders previously created from that Work Type.
• B. A Work Order inherits the Work Types required skills; however, the user has the ability to add/remove skills on the Work Order.
• C. An existing Work Order Line Item will inherit the required skill of a Work Type, regardless of any existing required skills.
• D. A Work Order Line Item will inherit their parent Work Order’s Work Type Skills, and the user is unable to make additional changes.

Universal Containers wants to have more control over the geography in which their Technicians are
performing work. What capability should a Consultant enable?

• A. Service Territories
• B. Geotracking
• C. Territory Management
• D. Location Management

Universal Containers is experiencing an issue where Technicians are repeatedly called back to a job
that has been completed in the past. How should a Consultant recommend this information be
tracked?

• A. Create a new Work Order and relate it to the previous Work Order.
• B. Create a new Work Order and relate it to the Customer.
• C. Update a field called “Repeat Call” on the initial Work Order.
• D. Create new Work Order Line Items under the initial Work Order.

Universal Containers (UC) wants to customize Service Reports provided to customers at sign-off.
Which three options are available through configuration in Field Service Lightning?

• A. Add additional page to End Section of report.
• B. Add additional field to Address Section of report.
• C. Add additional filed to General Section of report.
• D. Add additional image to Detail Section of report.
• E. Add additional dates in Date Section of report.

Universal Containers wants to represent and track a Bill of Material (BoM). What should a
Consultant recommend?

• A. Use Assets and define a hierarchy.
• B. Use a custom object to model the BoM.
• C. Use an ERP to manage the BoM.
• D. Use Products and add to an Order.