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Salesforce Certified Field Service Consultant Sample Questions:

1. Universal Containers currently tracks itscustomers' entitlements to support utilizing Salesforce Service Cloud.
Service calls that require a Technician to go to the customer's location require the creation of a Work Order.
Once the Agent confirms that the customer and product are eligible for on-site support, a Work Order is manually created.
On which object should the Consultant define a Quick Action to create the Work Order?

A) Case
B) Opportunity
C) Entitlement
D) Contact

2. Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.
When designing theCustomer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming appointment?
Choose 2 answers

A) Arrival Window Start
B) Scheduled End
C) Scheduled Start
D) Arrival Window End

3. The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is signed.
Which two configurations should a Consultant implement to prevent Work Orders from being closed?
Choose2 answers

A) Custom Work Order Escalation Rules
B) Custom Approval Process on Work Orders
C) Custom Validation Rule on Work Orders
D) Custom Work Order Status

4. A consultant has implemented user territories at Northern Trail Outfitters (NTO) in a private sharing model. A new Midwest Service Territory has been created.
Which two actions should NTO take to givethe dispatcher access to all relevant Midwest records? Choose 2 answers

A) Create a new user territory associated with the Service Territory and dispatcher.
B) Assign a new user territory and add each of the assigned service resources.
C) Configure and run the User Territory Sharing Job in Field Service Settings.
D) Add the resources assigned to the Service Territory's Member related list.

5. Universal Containers (UC) schedules jobs that require multiple steps when on-site. UC wants to add a new status to theexisting status flow.
Which two configurations should the Consultant set up to meet this requirement?
Choose ? answers

A) Add the Status Transitions to the Technicians' Profile.
B) Add new status to Status Transitions.
C) Add new Status to the Case.
D) Add new Status to the Service Appointment.

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