Field-Service-Consultant Salesforce Certified Field Service Consultant (SP25) Questions and Answers

These two options allow creating skills that represent qualifications and assigning them to service resources and work orders, and using a work rule to match skills when scheduling appointments. References:https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm &type=5

A custom Price Book allows different prices for the same products in different markets. A standard Price Book has the same prices for all markets. Pricing rules arenot available for Field Service Lightning. References: https://help.salesforce.com/s/articleView?id=sf.pricebook_custom.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.pricebook_standard.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_pricing.htm &type=5

These two conditions would make the optimizer run slower and leave many Service Appointments unscheduled, as it would have to evaluate too many possible scenarios and combinations. References:https://help.salesforce.com/s/articleView?id=sf.fs_optimizer_run_time.htm &type=5

This option ensures that the service territory member’s operating hours are aligned with the service territory’s time zone, and avoids scheduling conflicts or gaps. References:https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm &type=5

Service Territory Location is a junction object that links Service Territory and Location objects[236]. Related Lists are components on page layouts that show records that are related to a record through a lookup or master-detail relationship[237]. Adding the Service Territory Location Related List on the Service Territory page layout and adding the Service Territory Location Related List on the Location page layout would allow Universal Containers to show howLocations are associated to Territories by displaying a list of Service Territory Locations on each record[238]. Creating the Service Territory Location as a Service Territory lookup field or creating the Service Territory Location as a Location lookup field would not work because they are not valid fields on either object. References: https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceterritorylocation.htm https://help.salesforce.com/s/articleView?id=sf.customize_related_lists.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_service_territory_locations_overview.htm &type=5

This is the recommended sequence of steps to dispatch a technician for a customer issue. A case is created to track the customer issue, a work order is created to track the work that needs to be done, a service appointment is created to schedule the work, and a service appointment is dispatched to assign it to a technician.

This feature shouldbe used to reduce travel time and increase technician productivity by automatically scheduling service appointments based on predefined criteria and objectives, such as minimizing travel distance or maximizing utilization. References:https://help.salesforce.com/s/articleView?id=sf.fs_optimizer_overview.htm &type=5

Thisoption allows updating the service crew to meet the skill requirements by adding service resources to the crew using a drag-and-drop interface. References:https://help.salesforce.com/s/articleView?id=sf.fs_crew_management_tool.htm &type=5

This work rule should be used to assign service resourcesbased on related object records, such as accounts or assets, by matching field values between objects. References:https://help.salesforce.com/s/articleView?id=sf.fs_work_rules_match_field.htm &type=5

This option allows applying different prices for the same product based on the customer agreement, and avoids duplicating products that have standard prices. References:https://help.salesforce.com/s/articleView?id=sf.fs_price_books.htm &type=5

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.

This option allows visualizing the planned travel route for a technician on a map, based on the street-level directions and traffic conditions. References:https://help.salesforce.com/s/articleView?id=sf.fs_street_level_routing.htm &type=5

This option allows tracking the return of a defective product and its replacement with a new one, ifapplicable. References:https://help.salesforce.com/s/articleView?id=sf.fs_return_orders_overview.htm &type=5

Time sheet entries are records that track the time spent by a service resource on a work order or a work order line item[28]. Time sheet entries can be associatedto work order line items or work orders using lookup fields[29]. Assigned resources are records that assign a service resource to a service appointment[30]. Service resources are records that represent the people or equipment that perform field service tasks[31]. Time sheet entries cannot be associated to assigned resources or service resources directly. References: https://help.salesforce.com/s/articleView?id=sf.fs_time_sheets_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_time_sheet_entries_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_assigned_resources_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_overview.htm &type=5

This option allows generating a report in the customer’s language by selecting the language from a picklist field on the work order record. References:https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_language.htm &type=5

Operating Hours define when service resources are available for work and when customers can book appointments. The Time Slots for Appointment Booking setting determines how operating hours are divided into time slots that can be assigned to service appointments. The Maintenance Plan for the Account or the Due Date of the Service Appointment do not affect operating hours, but are used to generateand schedule recurring work orders. References: https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm &type=5

Customgantt filters are filters that allow dispatchers to view service appointments based on specific criteria such as status, priority, or custom fields[67]. Creating a custom gantt filter would allow providing a view of emergency work that is only visible to dispatchers by setting up criteria such as status equals emergency and sharing the filter with dispatchers only[68]. Custom lightning component is a component that allows developers to create custom user interfaces using Lightning Web Components or Aura Components[69]. Creating a custom lightning component would require coding and would not leverage the existing gantt chart functionality. Custom report in a private report folder is a report that allows users to view data based on specific criteria such as objects, fields, filters, or charts[70]. Creating a custom report in a private report folder would not provide a view of emergency work on the gantt chart and would not allow dispatchers to schedule or reschedule service appointments. Custom list view is a list view that allows users to view records based on specific criteria such as filters, fields, or sorting[71]. Creating a custom list view would not provide a view of emergency work on the gantt chart and would not allow dispatchers toschedule or reschedule service appointments. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_filters.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_filters_create.htm &type=5 https://developer.salesforce.com/docs/component-library/documentation/en/lwc https://help.salesforce.com/s/articleView?id=sf.reports_builder_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.customize_listviews.htm &type=5

The Products Consumed section on the Work Order allows the technician to record the products used and adjust the inventory levels of their van stock. The Product Item Transactions Related Liston the Product Item shows the history of product movements, but does not allow recording new transactions. The Work Order Line Item associated with the completed Work Order shows the products required, but not the products used. The Product Request Line Item associated with the Product shows the products requested, but not the products consumed. References: https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_product_item_transactions.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_product_request_line_items.htm &type=5

The Exclude Technician from Geolocation Tracking permission allows disabling geolocation tracking for specific service resources by assigning them a permission set with this permission. Setting the Geolocation Update Frequency field tozero for contractors would not disable geolocation tracking, but would make it update less frequently. Unchecking the Geocoding field on the Contractor’s profile or the Collect Service Resource Geolocation History field in Field Service Mobile Settings would not affect geolocation tracking, as these are not related settings. References: https://help.salesforce.com/s/articleView?id=sf.fs_geolocation_tracking_permissions.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_geolocation_tracking_settings.htm &type=5

This option allows creating a record to request products from another inventory location and adding product request line items for each product requested. References:https://help.salesforce.com/s/articleView?id=sf.fs_product_requests_overview.htm &type=5

Assets are records that represent products or equipment that customers have purchased or installed[174]. Related Assets are records that track the relationships between assets such as parent-child or swap[175]. Product Requests are records that track the products or parts that are requested, transferred, or returned for a service appointment[176]. Adding the Related Asset related list to the Asset Page and configuring the Product Request object would allow Universal Containers to track the Asset lifecycle when equipment has been swapped out by creating related asset records forswapped assets and creating product request records for transferring or returning assets[177]. Adding the field history tracking related list to the Asset Page would not track the Asset lifecycle when equipment has been swapped out. Field history trackingis a feature that allows tracking changes to specific fields on an object over time[178]. Configuring the Asset Relationship object would not track the Asset lifecycle when equipment has been swapped out. Asset Relationship is an object that defines the types of relationships between assets such as parent-child or swap[179].References: https://help.salesforce.com/s/articleView?id=sf.asset.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_related_assets_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_product_requests_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_related_assets_swap.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.field_history_tracking.htm &type=5https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_assetrelationship.htm

The Preventative Maintenance Gantt is a view within the Dispatcher Console that shows the scheduled service appointments for preventive maintenance work orders[217]. The Dispatcher Console Appointment list is a view within the Dispatcher Console that shows the listof service appointments with various details such as status, priority, or assigned resource[218]. Filtering is a feature that allows narrowing down the list of records based on specific criteria such as date, status, or territory[219]. Using the Preventative Maintenance Gantt and filter the list to show only desired work orders and using the Dispatcher Console Appointment list and filter the list to show only desired service appointments would allow Universal Containers’ Managers to monitor Preventative Maintenance work orders using the Dispatcher Console by showing them the preventive maintenance service appointments on a Gantt chart or a list view and allowing them to apply filters to see only the relevant records[220]. Using the Dispatcher Console Map and filter the list to show only desired service appointments would not allow Universal Containers’ Managers to monitor Preventative Maintenance work orders using the Dispatcher Console. The Dispatcher Console Map is a view within the Dispatcher Console thatshows the locations of service appointments and resources on a map[221]. Using the Dispatcher Work Order Polygon and filter the list to show only desired service appointments would not work because there is no such feature as Dispatcher Work Order Polygon. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_preventive_maintenance_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_appointment_list_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_filter_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_preventive_maintenance_view.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_gantt_map_overview.htm &type=5

A Service Appointment can be shared by clicking Sharing on the record if manual sharing is enabled in Field Service settings[51]. Auto-generated scheduled Service Appointments will be shared with resources if automatic sharing is enabled in Field Service settings[52]. The Service Appointment’s parent record can be shared with the assigned resource, but this would not affect the sharing of the Service Appointment itself. Making the dispatcher the assigned resource on the Service Appointments would not make sense if they are not performing field service tasks. References: https://help.salesforce.com/s/articleView?id=sf.fs_sharing_manual.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_sharing_automatic.htm &type=5

Inventory is used to track product quantities in different locations such as warehouses or vans. Products Consumed are used to report when parts are used by technicians during service appointments and adjust inventory levels accordingly. Mobile Locations are used to track inventory in technicians’ vans or trucks using geolocation data from their mobile devices. Warehouse Locations are used to track inventory in fixed locations such as warehouses or depots using address data from their records. Products Required are used to request products from inventory for a service appointment, butdo not ensure that technicians report when parts are used. References: https://help.salesforce.com/s/articleView?id=sf.fs_inventory_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_mobile_locations_overview.htm &type=5

Arrival Window Start and Arrival Window End are fields on the Service Appointment that indicate when a technician is expected to arrive at a customer site based on travel time and service duration calculations. These fields can be shared with customersto set expectations around upcoming appointments. Scheduled End and Scheduled Start are fields on the Service Appointment that indicate when a technician is scheduled to start and end their service based on their availability and assigned time slots. These fields are not accurate indicators of when a technician will arrive at a customer site, as they do not account for travel time and service duration variations. References:https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5

Field Sets allow controlling which fields are displayed on the Work Orderand Service Appointment cards in the Salesforce Field Service mobile app. References:https://help.salesforce.com/s/articleView?id=sf.fs_mobile_fields.htm &type=5

These three considerations should be taken into account when implementing service level agreements for work orders, as they affect how milestones are created and applied to work orders. References:https://help.salesforce.com/s/articleView?id=sf.fs_milestones_for_work_orders_overview.htm &type=5

Work Types are templates that define the duration, skills, and products required for a work order or work order line item. By creating Work Types and SkillRequirements for Install, Break-fix, and Inspections, Universal Containers can standardize creation of Work Orders with the correct skills and estimated time to completion. Work Order Record Types for Break-fix, Install, and Inspection would allow creatingdifferent page layouts and picklist values for different types of work orders, but not define skills and duration. Work Type Line Items for Install, Break-fix, and Inspections would allow creating templates for work order line items, but not work orders.Work Order custom fields to define Install, Break-fix, and Inspections would allow capturing additional information for different types of work orders, but not define skills and duration. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5

Generation Horizon is a setting that defines how far in advance work orders should be generated from maintenance plans[126]. Defining a generation horizon of 14 days would allow Universal Containers to automatically generate Work Orders 14days before the next suggested maintenance date by creating work orders from maintenance plans within 14 days of their scheduled date[127]. Defining a generation timeframe of 14 days would not automatically generate Work Orders 14 days before the next suggested maintenance date. Generation Timeframe is a setting that defines how often work orders should be generated from maintenance plans[128]. Configuring Auto-generate Work Orders to True would not automatically generate Work Orders 14 days before the next suggested maintenance date. Auto-generate Work Orders is a setting that enables or disables the automatic generation of work orders from maintenance plans[129]. Defining a generation horizon of 20,160 minutes would not automatically generate Work Orders14 days before the next suggested maintenance date. Generation Horizon is measured in days, not minutes[130]. References: https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_generation_horizon.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_generation_timeframe.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_auto_generate_work_orders.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm &type=5

The asset relationships object is used to track when equipment has been swapped out by creating parent-child relationships between assets. Adding the related asset related listto the asset page allows viewing and creating asset relationships from an asset record. Adding the field history tracking related list to the asset page would track field changes on an asset, but not asset relationships. Adding the product request relatedlist to the asset page would allow requesting products from inventory for an asset, but not tracking asset relationships. References: https://help.salesforce.com/s/articleView?id=sf.fs_asset_relationships_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_asset_relationships_create.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.tracking_field_history.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_product_requests.htm &type=5

This option allows capturing the required information on the work order and updating the related case and service appointment records using a flow. References:https://help.salesforce.com/s/articleView?id=sf.fs_mobile_quick_actions.htm &type=5

A relevance group is used to filter resources based on a custom field value. By creating a relevancegroup on the work rule to filter based on the tier number, the system can prioritize resources with higher seniority for a service appointment.

To perform multi-staged jobs, where the second job can only begin after completion of the first job, two service appointments can be created and linked by setting the Related Service Appointment field on the second service appointment to point to the first one, and setting the Time Dependency field to After Previous. Creating one service appointment with the total duration of the two jobs and assigning two resources would not ensure that the second job starts after the first one. Creating two service appointments and scheduling them to the same resource or creating one service appointment and scheduling it to twodifferent resources would not create a dependency between the jobs. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_service_appointment_dependencies.htm &type=5

These two settings ensure that each inspection is completed within a single visit and includes all installed assets on site. References:https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm &type=5

These two permissionsets give access to the Crew Management tool, which allows creating and managing crews and crew members. References:https://help.salesforce.com/s/articleView?id=sf.fs_crews_overview.htm &type=5

Reshuffle is an action within the Gantt that allows rescheduling multiple service appointments at once based on predefined criteria such as emergency priority, travel time, or skills[209]. Reshuffle would allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work byrunning a reshuffle action that prioritizes emergency work and assigns it to the best available resources[210]. Defining a Global Optimization job to run hourly would not allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. Global Optimization is a feature that allows rescheduling multiple service appointments at once based on predefined criteria such as emergency priority, travel time, or skills[211]. Running a Global Optimization job hourly would not be responsive enough for emergency work identified throughout the day. Creating a custom Gantt action to call an Apex class to reschedule appointments would not be necessary for Universal Containers to dispatch emergency workidentified throughout the day that needs to be completed before lower-priority work. Custom Gantt actions are actions within the Gantt that can be customized using Apex code to perform specific tasks such as sending notifications or updating fields[212].Creating a custom Gantt action would require additional development and maintenance and would not leverage the existing Reshuffle action. Writing a batch Apex class to unschedule low priority work orders would not allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. Batch Apex is a way of processing large volumes of data asynchronously using Apex code[213]. Writing a batch Apex class would require additional development and maintenance and would not leverage the existing Reshuffle action. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_reshuffle_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_reshuffle_run.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_optimization_global_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_custom_actions_overview.htm &type=5https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_batch_interface.htm

User Territories are records that associate users with service territories for sharing purposes[90]. Creating a new user territory associated with the Service Territory and dispatcher would allow giving access to all relevant Midwest records by linking them with their corresponding service territory[91]. Configuring and running the User Territory Sharing Jobin Field Service Settings would allow updating sharing rules based on user territories automatically at regular intervals such as daily or weekly[92]. Assigning a new user territory and adding each of the assigned service resources would not give access to all relevant Midwest records

This option allows tracking the required work for each machine separately, and scheduling a service appointment for each work order line item. References:https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5

Crew Management is a feature that allows creating and managing crews of multiple service resources who share the same service appointments[163]. The Preferred Resource service objective is ignored for active Crew Members because it only applies to individual resources and not crews[164]. Capacity-based scheduling is not supported for Service Crews because crews do not have capacity limits and can be assigned unlimited service appointments[165]. A service resource can be a member of multiple crews and can switch between them depending on their availability and skills[166]. Salesforce Field Service does not consider the Recommended Crew Size when assigning appointments because it only considers the Required Crew Size which indicates the minimum number of crew members needed for a service appointment[167]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_limitations.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_limitations.htm &type=5 https://help.salesforce.com/s/articleView? id=sf.fs_service_crews_create_edit_delete.htm&type=5https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceappointment_requiredcrewsize.htm

Work Types are templates that define the duration, skills, and products required for a work order or work order line item. By creating Work Types with Products Required, agents and dispatchers can quickly create Work Orders with the appropriate materials. Creating Work Types with Products Consumed or Products Required would not populate products on Work Orders automatically, but would require manual entry or consumption by technicians. Creating Work Types and Locations would not affect products on Work Orders, but would affect scheduling and optimization of service appointments. References:https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5

Service reports are documents that summarize the details and outcomes of a service appointment such as work performed, products consumed, customer feedback, etc.[25]. Configuring signature blocks for service report templatesallows capturing customer signatures as proof of job completion before generating invoices[26]. Adding service report templates to the appropriate repair work type allows automatically generating service reports based on the work type of the service appointment[27]. Generating service in the organization’s default language would not verify that a repair job has been completed to the customer satisfaction. Sending a feedback survey to the customer when a service appointment is completed would not ensure thatan invoice can be generated. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_signature_blocks.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_work_types.htm &type=5

This configuration can be used to brand the Salesforce Field Service mobile app by uploading a custom logo image that appears on the app’s login screen and navigation bar. References:https://help.salesforce.com/s/articleView?id=sf.fs_mobile_branding.htm &type=5