Questions for the FIELD SERVICE CONSULTANT were updated on : Dec 09 ,2025
Ursa Major Solar would like the technician who performed a customer's initial installation to also
perform any subsequent service calls.
Which two actions should the field service administrator take to configure field service to ensure the
installation technician is assigned to subsequent service calls?
Choose 2 answers
BD
Explanation:
These are two actions that can help ensure that the technician who performed a customer’s initial
installation is also assigned to subsequent service calls. A preferred resource is a resource that has a
preference or affinity for working with a specific account or service territory. A preferred resource
service objective is a service objective that prioritizes resources that are preferred for an account or
service territory. By adding the technician as a preferred resource on the account record, and adding
the preferred resource service objective to the scheduling policy, the system can assign the
technician to future service appointments for that account.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fsl_preferred_resources.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fsl_service_objectives.htm&type=5
Which three factors should a Consultant consider when configuring routing? Choose 3 answers
ABC
Explanation:
These are three factors that should be considered when configuring routing. Routing is the process of
finding the best resource for a service appointment based on various criteria and constraints. A
schedule policy is used to define the routing preferences and rules for a service territory or operating
hours. A work rule is used to define a scheduling constraint or preference for a service appointment
or a resource. A service objective is used to define a scheduling goal or metric for a service
appointment. The Resource Availability work rule is used to calculate travel time and breaks as part
of the resource’s availability. The Default Travel Speed is used to estimate the travel time between
locations if a different travel speed is not specified for the resource.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fsl_routing.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fsl_schedule_policies.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fsl_work_rules.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fsl_service_objectives.htm&type=5
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?
Choose 2 answers
BD
Explanation:
A custom approval process on work orders is used to define the steps and criteria for approving a
work order before it can be closed. A custom validation rule on work orders is used to check the data
entered on a work order and prevent it from being saved if it does not meet the specified conditions.
By using these configurations, the system can prevent work orders from being closed until the
customer service report is signed.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fsl_approval_process.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fsl_validation_rules.htm&type=5
Which two reports should a Consultant build to track the number of parts used by a Technician
during a given time period? Choose 2 answers
BD
Explanation:
Products consumed on work order line items and products consumed on work orders are two reports
that can track the number of parts used by a technician during a given time period. Products
consumed on work order line items are used to track individual products or services that are part of a
work order line item. Products consumed on work orders are used to track products or services that
are consumed as part of a work order.
Reference: https://help.salesforce.com/s/articleView?id=sf.fsl_work_order_line_items.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fsl_products_consumed.htm&type=5
AW Computing technicians use the field service mobile application exclusively since they are always
in the field. Due to frequent schedule changes, the technician should only see one job at a time on
the app.
How should the field service administrator ensure this requirement is met?
C
Explanation:
Drip feed is a feature that automatically dispatches service appointments to resources based on
predefined criteria and time intervals. By enabling drip feed, the system can dispatch one service
appointment per technician at a time, and adjust their schedule accordingly.
Reference: https://help.salesforce.com/s/articleView?id=sf.fsl_drip_feed.htm&type=5
Universal Containers wants to reduce its mean-time-to-service.
Which three Field Service processes should a Consultant recommend to accomplish this goal?
Choose 3 answers
ABE
Explanation:
Scheduling, dispatching, and knowledge base are three field service processes that can help reduce
the mean-time-to-service. Scheduling is the process of assigning service appointments to resources
based on their availability, skills, and location. Dispatching is the process of sending service
appointments to resources and tracking their status and location. Knowledge base is a repository of
articles that provide information and solutions for common issues and questions.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fsl_scheduling.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fsl_dispatch.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.knowledge_about.htm&type=5
Universal Containers plans to implement Crew Management to better support its clients. Which area
does the Consultant need to consider as part of the recommendation?
B
Explanation:
Capacity-based scheduling is a feature that allows the system to schedule service appointments
based on the capacity of the resources. This feature is supported for service crews, which are groups
of resources that work together on service appointments.
Reference:
https://help.salesforce.com/s/articleView?id=sf.fsl_capacity_based_scheduling.htm&type=5
Universal Containers performs maintenance and repairs on Assets in the field and wants to increase
first-time fix rates.
What should a Consultant include when creating a Work Order?
B
Explanation:
Products required and skill requirements are two fields that should be included when creating a work
order to increase first-time fix rates. Products required are used to specify the products that are
needed for the work order, and skill requirements are used to specify the level of expertise that is
needed for the work order. By including these fields, the system can ensure that the technician has
the right parts and skills to complete the work order.
Reference: https://help.salesforce.com/s/articleView?id=sf.fsl_work_orders.htm&type=5
Universal Containers wants to track the work that is performed on the customer's install base. Which
object relationship should the Consultant utilize to meet this requirement?
A
Explanation:
Assets are used to track the customer’s install base, such as products or equipment that require
service. Work orders are used to track the work that needs to be done on assets. By relating work
orders to assets, the system can track the work history and status of each asset.
Reference: https://help.salesforce.com/s/articleView?id=sf.fsl_assets.htm&type=5
Universal Containers wants to increase customer satisfaction by committing preferred resources to
accounts and providing prompt service.
Which two default Scheduling Policies meet this requirement?
Choose 2 answers
BC
Explanation:
Soft Boundaries and Customer First are two default scheduling policies that meet the requirement of
committing preferred resources to accounts and providing prompt service. Soft Boundaries prioritize
resources that are assigned to the same account or service territory as the service appointment.
Customer First prioritize resources that have the highest customer satisfaction rating.
Reference: https://help.salesforce.com/s/articleView?id=sf.fsl_scheduling_policies.htm&type=5
Universal Containers wants their Technicians to create an additional visit to complete unfinished
work within the Salesforce Field Service mobile application.
Which approach should a Consultant recommend to meet the requirement?
B
Explanation:
Soft Boundaries and Customer First are two default scheduling policies that meet the requirement of
committing preferred resources to accounts and providing prompt service. Soft Boundaries prioritize
resources that are assigned to the same account or service territory as the service appointment.
Customer First prioritize resources that have the highest customer satisfaction rating.
Reference: https://help.salesforce.com/s/articleView?id=sf.fsl_scheduling_policies.htm&type=5
AW Computing technicians handle different kinds of jobs, many of which involve installing or
replacing parts. Having the appropriate inventory is critical to completing the jobs on time.
How should field service be configured to ensure the parts required for a job are listed correctly on
the work order?
C
Explanation:
A quick action is used to create a record from another record with predefined field values. By
defining a quick action to create a new service appointment from an existing one, the technician can
easily create an additional visit to complete unfinished work.
Reference: https://help.salesforce.com/s/articleView?id=sf.fsl_quick_actions.htm&type=5
Work types are used to define the standard duration and skills required for a specific type of work.
They can also include the required products that are needed for the work. By including the required
products in the work type, the system can automatically add them to the work order when the work
type is selected.
Reference: https://help.salesforce.com/s/articleView?id=sf.fsl_work_types.htm&type=5
Universal Containers has dispatchers who can set up new territories, define new schedule policies,
and control settings on the Gantt chart.
In addition to Field Service Lightning Dispatcher Permissions and the Field Service Lightning
Dispatcher License, which permissions should a Consultant assign to the dispatchers?
B
Explanation:
Field Service Lightning Admin Permissions are required to set up new territories, define new
schedule policies, and control settings on the Gantt chart. These permissions allow users to access
and modify field service settings and objects.
Reference: https://help.salesforce.com/s/articleView?id=sf.fsl_permissions.htm&type=5
Universal Containers wants to ensure that Service Appointments are dispatched to Resources from
the same Service Territory only.
How can this be configured?
A
Explanation:
A work rule is used to define scheduling constraints and preferences for service appointments. The
Match Territory work rule is used to ensure that service appointments are dispatched to resources
from the same service territory only.
Reference: https://help.salesforce.com/s/articleView?id=sf.fsl_work_rules.htm&type=5
Universal Containers currently tracks its customers' 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?
C
Explanation:
A quick action is used to create a record from another record with predefined field values. By
defining a quick action to create a work order from a case, the agent can easily create a work order
for on-site support after verifying the customer’s entitlement and product.
Reference: https://help.salesforce.com/s/articleView?id=sf.fsl_quick_actions.htm&type=5