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Field Service Salesforce Questions With Complete Solutions
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Field Service Salesforce Questions With Complete Solutions
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Field Service Salesforce Questions With Complete SolutionsA Client Service Representative (CSR) receives a call from a
customer on Saturday. The CSR determines that the customer is
covered, but the coverage is about to expire.Which two upsell
activities should the CSR consider? (Choose two.)
A. Open a Case and send email with new Service offerings.
B. Open a Case and inform Customer of weekend service
pricing.
C. Open a Case and a renewal Opportunity for the Sales team.
D. Open a Case and create a Work Order for the Dispatch Team.
Correct Answer A. Open a Case and send email with new
Service offerings.
B. Open a Case and inform Customer of weekend service
pricing.
A customer support agent handles an in - bound case that
requires a repair of an industrial oven at a busy restaurant. The
work should be assigned to a repair technician in the area, even
if the technician is currently working on another assignment.
Which scheduling action should the consultant recommend to
the customer support agent?
A. Emergency
B. Appointment booking
C. Fill-in schedule
D. Get candidate Correct Answer A. Emergency
A dispatcher needs to reduce the backlog of service
appointments in different territories and focus on Individual
customer service. Which scheduling policy should the dispatcher
use
,A. Emergency
B. Customer first
C. High intensity
D. Soft boundaries Correct Answer D. Soft boundaries
A Field Service Technician wants to view a list of parts
consumed during a given time period. The Technician will then
use the data to replenish inventory on the truck.Which three
steps should a Consultant recommend to track the number of
parts consumed? (Choose three.)
A. Build a report to view Products Consumed on Work Order
Line Items.
B. Build a report to view Inventory Transactions.
C. Build a report to view Products Consumed on Work Orders.
D. Build a report using the Service Appointment Inventory
module.
E. Build a report using the Work Order inventory module.
Correct Answer A. Build a report to view Products Consumed
on Work Order Line Items.
B. Build a report to view Inventory Transactions.
C. Build a report to view Products Consumed on Work Orders.
A Field Technician from Universal Containers arrived onsite for
an appointment, and unfortunately the customer was not present.
UC wants to ensure they can track these customer no-show
events for future process improvement.What process should a
Consultant recommend to handle this situation?
A. Set the existing Service Appointment status to Cannot
Complete; Create a new Service Appointment against the same
Work Order for the follow-up trip.
,B. Set the existing Service Appointment status to Complete;
Create a new Work Order and Service Appointment for the
follow-up trip.
C. Set the existing Service Appointment status to In Progress;
Create a new Work Order and Service Appointment for the
follow-up trip.
D. Set the existing Service Appointment status to Cannot
Complete; Create a new Work Order Line Item for the follow-up
trip. Correct Answer A. Set the existing Service Appointment
status to Cannot Complete; Create a new Service Appointment
against the same Work Order for the follow-up trip.
A Technician is onsite where there is no connectivity and is
required to capture the customer's signature. What is the
appropriate order of operations as the Technician goes back
online?
A. Capture signature, update record, sync device, deliver Service
Report.
B. Deliver Service Report, capture signature, update record,
sync device.
C. Deliver Service Report, update record, sync device, capture
signature.
D. Capture signature, sync device, update record, deliver Service
Report. Correct Answer A. Capture signature, update record,
sync device, deliver Service Report.
A Technician is onsite where there is no connectivity and is
required to capture the customer's signature. What is the
appropriate order of operations as the Technician goes back
online?
, A. Capture signature, sync device, update record, deliver Service
Report.
B. Deliver Service Report, update record, sync device, capture
signature.
C. Capture signature, update record, sync device, deliver Service
Report.
D. Deliver Service Report, capture signature, update record,
sync device. Correct Answer C. Capture signature, update
record, sync device, deliver Service Report.
an inventory manager at universal containers wants to better
understand the distribution of a critical and expensive part
across all Inventory locations as the is reused and restocked
What should the consultant leverage to meet this requirement?
A. entertainment plan
B. product item
C. maintenance plan
D. Assets Correct Answer B. product item
Dispatchers at Universal Containers want to ensure the Resource
being assigned to a Work Order has the correct training.What
should a Consultant implement to accomplish this requirement?
A. Define Work Types, Define Work Order Status, Set up
Resource Skills
B. Define Skills, Set up Skill Requirements, and Set up
Resource Skills
C. Set up Skill Requirements, Define Work Types, Set up
Routing Rules
D. Set up Service Locations, Set up Location Skills, Define
Work Types Correct Answer B. Define Skills, Set up Skill
Requirements, and Set up Resource Skills
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