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Salesforce Field Service Lightning Consultant Exam Practice Questions (P. 4)

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Question #16
Universal Containers wants to measure their adherence to specific SLAs for all Work Orders.
In which order should a Consultant implement the setup to achieve this requirement?
  1. A
    Set Up Milestones, Create Entitlement records, Set Up Entitlement Process for Work Orders.
  2. B
    Set Up Entitlement Process for Work Orders, Set Up Milestones, Create Entitlement records.
  3. C
    Create Entitlement records, Set Up Entitlement Process for Wok Orders, Set Up Milestones.
  4. D
    Set Up Milestones, Set Up Entitlement Process for Wok Orders, Create Entitlement records.

Correct Answer:
B

Question #17
Universal Containers (UC) wants to generate Work Orders from their Customer Service Cases. UC would like the Work Order to be linked to the Case and have the Customer Service Representative select a pre-defined template for the Work Order within the Service Console.
Which two items should a Consultant recommend in order to achieve this? (Choose two.)
  1. A
    Use Record Types to achieve pre-defined templates.
  2. B
    Add the Work Order Quick Action on the Case.
  3. C
    Add the Work Order Quick Action on the Account.
  4. D
    Use Work Types to achieve pre-defined templates.

Correct Answer:
BD

Question #18
Universal Containers (UC) wants to track all customer work requests. UC has no requirement to track where the work originated from, but does need the requests tied to the customer's account.
What should a Consultant recommend to track these work requests?
  1. A
    Work Orders and Cases
  2. B
    Cases, Work Orders, and Tasks
  3. C
    Work Orders Only
  4. D
    Cases Only

Correct Answer:
A

Question #19
Universal Containers wants Service Managers to quickly identify location and status changes in the lifecycle of a specific component in a customer's install base.
What should a Consultant recommend to track the lifecycle?
  1. A
    Utilize custom fields for change tracking on Assets.
  2. B
    Utilize Field History Tracking on Assets.
  3. C
    Utilize lifecycle Object tracking on Assets.
  4. D
    Utilize a Work Order related list on Assets.

Correct Answer:
B

Question #20
Universal Containers wants to give Field Technicians the ability to create follow-up appointments if they are unable to complete a Work Order due to missing inventory.
What should a Consultant implement to meet this requirement?
  1. A
    Implement a Quick Action to create a new Service Appointment on the existing Work Order.
  2. B
    Implement a Quick Action to create a new Work Order Line Item on the existing Work Order.
  3. C
    Implement a Macro to generate Service Appointments on the existing Work Order.
  4. D
    Implement a Custom Button to Create a Service Appointment on the existing Work Order.

Correct Answer:
A

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