Infosys Certified Salesforce Field Service Lightning Consultant
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Join Premium10 Infosys Certified Salesforce Field Service Lightning Consultant practice questions with answers
Real Lex exam-pattern multiple-choice questions for the Infosys Certified Salesforce Field Service Lightning Consultant certification. Each question includes the correct answer. The full question bank is available to Premium members.
- Question 1
A Dispatcher at Global Shipments has just been informed that one of their field employees, who has five services schedules for today, called in sick. How should the workload be assigned to other Field Technicians?
- ✓
Drag and drop the Service Appointments to other available Resources and run Optimization.
Correct - B
Ask the Customer Service Rep to call the customers and manually re-schedule for another day.
- C
Change the Scheduling Policy to "High Intensity" and activate the Background Optimization process.
- D
Update the Resource a not available, select the affected Service Appointments, and press "Schedule."
- ✓
- Question 2
Global Shipments performs multi-staged jobs, where the second job can only begin after completion of the first job. How should a Consultant recommend implementing this process?
- ✓
Create two Service Appointments, set the Related Service Appointment and Time Dependency.
Correct - B
Create one Service Appointment with the total duration of the two jobs and assign two Resources.
- C
Create two Service Appointments and schedule them to the same Resource
- D
Create one Service Appointment and schedule it to two different Resources.
- ✓
- Question 3
Global Shipments wants to give Field Technicians the ability to create follow-up appointments if they are unable to complete Work Order due to missing inventory. What should a Consultant implement to meet this requirement?
- ✓
Implement a Macro to generate Service Appointments on the existing Work Order.
Correct - B
Implement a Quick Action to create a new Work Order Line Item on the existing Work Order.
- C
Implement a Quick Action to create a new Service Appointment on the existing Work Order.
- D
Implement a Custom Button to Create a Service Appointment on the existing Work Order.
- ✓
- Question 4
Global Shipments uses Service Contract based Entitlements to determine their Service Level Agreements. Global Shipments would like to track adherence to Service Contract SLAS. Where would Global Shipments apply an Entitlement record to track the specific Service Contract SLAS?
- ✓
Work Order Line Items
Correct - B
Service Contract
- C
Work Order
- D
Account
- ✓
- Question 5
Global Shipments wants to provide Dispatchers with Account and Asset details when they hover over each Service Appointment. How should a Consultant recommend implementing this feature?
- ✓
Create CSS in the Dispatcher's Console.
Correct - B
Add Fields on the Page Layout.
- C
Use Lookup Fields.
- D
Configure Field Sets on the Service Appointment.
- ✓
- Question 6
Global Shipments has a large filed service team with complex logistics process. Some of the field service data and pricing is managed in applications outside of Salesforce. The Consultant recommended bringing some data into Salesforce to streamline reporting for Field Service Managers. What report would be improved by integrating financial data from an outside system?
- ✓
First time fix rate: The percentage of on-site service requests resolved on the first visit.
Correct - B
Service Technician utilization: Technician wrench time per month divided by the number of work hours in a given month.
- C
Average time to repair: The average time required to repair or install as asset.
- D
Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to repair or install an asset or respond to a service call.
- ✓
- Question 7
Approximately 70% of Global Shipments' site visits are inspections and quotation sessions that take roughly the same amount of time and same set of resource skills to complete. What should a Consultant recommend to streamline the creation of these work orders?
- ✓
Train Technicians to use Duplicate Work Order feature.
Correct - B
Launch the Work Order Standardization Wizard.
- C
Create a standard set of Work Order Line Items.
- D
Create Work Types for use on Work Orders
- ✓
- Question 8
Global Shipments performs service which may require more than one task on a Work Order. A Consultant has recommended Work Order Line Items to manage the task(s). What should be considered as part of this solution to ensure tasks are dispatched?
- ✓
Work Order Line Items require a Case for the field technician to perform the work.
Correct - B
All Work Order Line items inherit the required Skills for the associated Asset.
- C
Work Order Line Items require a Service Appointment for a field technician to perform the work.
- D
Scheduled Work Order Line Items have to be completed on a daily basis or rescheduled the end of day.
- ✓
- Question 9
Global Shipments has implemented a Knowledge solution to provide Field Technicians with information necessary to complete assigned work. Which two capabilities will now be available? Choose 2 correct options.
- ✓
Attach Knowledge Articles to Work Order Line Items Only.
Correct - B
Manage Attached Articles and Search the Knowledge Base.
- C
Attach Articles to Work Orders and Work Order Line Items.
- D
Include Quick Actions and Global Actions in Attached Articles.
- ✓
- Question 10
Global Shipments wants their Technicians to be allowed to reschedule a visit for the same work within the Field Service mobile application. What approach should a Consultant recommend?
- ✓
Create a Quick Action that will create a new Service Appointment record.
Correct - B
Create a Visualforce page that will create a new Work Order record.
- C
Create a Quick Action that will create a new Work Order record.
- D
Create a Visualforce page that will create a new Service Appointment record.
- ✓
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