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Salesforce FS-Con-101 Exam Syllabus Topics:

Salesforce Certified Field Service Consultant Sample Questions:

1. When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there areno milestones listed when viewing the record.
How should this issue be resolved?

A) Ensure the work order entitlement is related to the same process as the case entitlement.
B) Create a separate entitlement process associated to the work order object.
C) Add work order milestones after the case milestones to the entitlement process.
D) Make sure the case entitlement record is being shared with the service resource.

2. Universal Containers has implemented a Flow that allows Technicians to replace faulty or damaged Assets directly fromwithin the Salesforce Field Service mobile app.
Once a replacement has been made, where can the Asset Relationships be viewed?

A) Both the Primary Assets and Related Assets related lists on the Asset object
B) Only the Primary Assets related list on the Work Order object
C) Only the Primary Assets related list on the Asset object
D) Both the Primary Assets and Related Assets related lists on the Work Order object

3. Universal Containers outsources 100 hours of weekly maintenance to an external Contractor. Jobs are assigned to a Contractor Manager instead of individual external technicians. The Contractor Manager is incharge of updating Service Appointments and Work Orders upon completion.
How should a Consultant implement the requirement?

A) Create the Contractor Manager as a Crew Service Resource.
B) Set the Contractor Manager as a Capacity-Based Service Resource.
C) Set the individual Technicians as Capacity-Based Service Resources.
D) Create the individual Technicians as Service Crew Members.

4. A Dispatcher notices that the Crew assigned to a Service Appointment is missing a skill for the work assigned.
How can the Dispatcher update the Service Crew to meet those requirements?

A) Update the Service Crew on the Service Appointment's Work Type.
B) Edit the Service Appointment and add a neew Service Resource.
C) Create a new ServiceAppointment with a different Crew.
D) Use the Crew Management tool to add Service Resources to the Crew.

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

Solutions: