New Release Field-Service-Lightning-Consultant Field Service Lightning program Questions

Salesforce Certified Field Service Consultant (WI23) Questions and Answers

Question 17

Upon arrival for the service appointment, technician report a team of people is

required to resolve the issue

How can the dispatcher ensure the required resources are assign to the issue?

Options:

Create a new work order and assign a crew

Create a new service appointment and assign to crew

Assign the existing service appointment to the crew

Assign the existing work order to crew

Question 18

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 in charge of updating service appointments and

work orders upon completion.

How should a consultant implement the requirement?

Options:

Set the individual technicians as capacity-based service resources.

Create the individual technicians as service crew members.

Create the contractor manager as a crew service resource.

Set the contractor manager as a capacity-based service resource.

Question 19

Universal Containers has noticed that with every new product release there is a rise in customer reported Cases and a decrease in first-time fix-rate. Which two recommendations should a Consultant make? Choose 2 answers.

Options:

Publish training documentation in a closed chatter group.

Increase training to Sales Representatives.

Publish pre-release documentation on the Customer Community.

Increase training to Field Service Technicians

Question 20

Universal Containers sells widgets with multiple components. Based on a problem reported by a customer, one or more of the components need to be replaced.

What should a Consultant recommend to accurately record the required work?

Options:

Service Appointments and Service Appointment Line Items

Work Orders with Products Consumed

Work Orders with Work Order Line Items

Work Orders with Service Appointments

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New Release Field-Service-Lightning-Consultant Field Service Lightning program Questions

Salesforce Certified Field Service Consultant (WI23) Questions and Answers

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