試験準備には欠かさない！Field-Service-Consultant問題解答でField-Service-Consultant試験問題集
リアルSalesforce Field-Service-Consultant試験問題 [更新されたのは2024年]
質問 # 77
Universal Containers 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?
- A. Service Technician utilization: Technician wrench time per month divided by the number of work hours in a given month.
- B. First time fix rate: The percentage of on-site service requests resolved on the first visit.
- 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.
正解：A
質問 # 78
Universal container provides multiple service types (i.e installation,
maintenance, Break/fix). Each service requires a variety of skills and certification for resources to excel.
Which two configurations should a consultant implement to meet the requirements?
- A. Assign the appropriate skill to resource
- B. Create a multiple work order line per service
- C. Use work type with required skills
- D. Select the relevant work type for each resource
正解：A、C
質問 # 79
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?
- A. The Preferred Resource service objective is ignored for active Crew Members.
- B. Salesforce Field Service considers the Recommended Crew Size when assigning appointments.
- C. A service resource can only be 2 member of 2 single Crew
- D. Capacity-based scheduling is supported for Service Crews.
正解：A
解説：
Explanation
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=5
https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceappointment_requiredc
質問 # 80
Universal Containers would like to enforce a 48-hour SLA to ensure that Technicians perform certain follow-up activities after they leave a customer site. The starting point of the SLA is when the Work Order Status is set to "Technician Wrap Up." The Technician is required to provide confirmation that wrap up is completed. Which three configurations should a Consultant implement to ensure this can be achieved? Choose 3 answers
- A. Create a Milestone which has entry criteria for Status = Technician Wrap Up.
- B. Create custom fields to capture that the Wrap UP Activities have been completed.
- C. Create a Process Builder to close the Milestone when the Wrap Up is complete.
- D. Create an Entitlement Process which has entry criteria for Status = Technician Wrap Up.
- E. Create a Workflow to close the Milestone when the Wrap Up is complete.
正解：A、B、E
質問 # 81
Universal containers want to track the full lifecycle of an installed product, including when a swap is needed as part of a service order.
Which steps technicians follow to report that a substitute asset is installed?
- A. Mark installed asset as "shipped" - create a new product - relate the product to the asset
- B. Mark installed asset as "shipped" - create new assets - create a new asset of relationships type = "shipment"
- C. Mark installed asset as "obsolete"- create a new product - related the product to asset
- D. Mark installed asset as "obsolete"- create a new product - create a new asset of relationships type =" replacement"
正解：D
質問 # 82
Universal Containers uses a complex service model that involves scheduling multiple Service Technicians for each customer interaction (e.g., an install). How can a Consultant ensure that a Service Technician enters the data necessary to track completed work?
- A. Update the Case Feed and tag the associated Service Representative.
- B. Update the Work Order Line Item and its associated parent Asset.
- C. Update the Work Order and its associated parent Account.
- D. Update the Service Appointment and its associated parent record.
正解：B
質問 # 83
Universal Containers has a call center that responds to requests from customers and schedules time for Field Service Engineers (FSEs) to perform work on assets owned by the client. Call Center Agents are responsible for booking appointments.
Which permission set license should be assigned to the Call Center Agents?
- A. FSL Dispatcher License
- B. FSL Admin License
- C. FSL Resource License
- D. FSL Agent License
正解：D
質問 # 84
The Dispatcher at Universal Containers wants to schedule Service Appointments from the Dispatch Console while taking the Scheduling Policy into consideration.
Which three options are available to the Dispatcher? Choose 3 answers
- A. Select a Service Appointment from the list, use the "Change Status" action and "Dispatch."
- B. Select a Service Appointment from the list, use the "Edit" action and allocate the Resource.
- C. Select multiple Service Appointments from the list and bulk schedule them.
- D. gy Select a Service Appointment from the list, use the "Candidates" action, and select the best time slot.
- E. Select a Service Appointment from the list and use the "Schedule" action.
正解：C、D、E
解説：
Explanation
These three options are available to the dispatcher to schedule service appointments from the dispatch console while taking the scheduling policy into consideration. References:
https://help.salesforce.com/s/articleView?id=sf.fs_dispatch_console_schedule_appointments.htm&type=5
質問 # 85
Which two objects are required when configuring an optimization job? Choose 2? answers
- A. Scheduling Policy
- B. Work Type
- C. Service Territory
- D. Polygons
正解：A、C
解説：
Explanation
These two objects are required when configuring an optimization job, as they define the scope and the criteria for the optimization process. References:
https://help.salesforce.com/s/articleView?id=sf.fs_optimizer_overview.htm&type=5
質問 # 86
Universal container want to track technician van stock and consigned products How can this will be accomplished using the field service lightning standard object model
- A. Location will track van stock. Account will track consigned products
- B. Service resources will track van stock. Location will track time and customer sites
- C. Location will track van stock and items at customer's site
- D. Service resources will track van stock. Products consumed will track item at customer's site
正解：A
質問 # 87
When completing a Work Order in the field, the Technician needs to capture two signatures to ensure compliance.
Which steps are needed to configure the signature capture?
- A. Create relevant Signature Types and add Signature Blocks to the Service Report Template.
- B. Create two custom fields for the Service Appointment and use Flows to capture each signature.
- C. Create a Flow that adds two Signature Blocks when the Service Report is generated,
- D. Create two Service Reports and add one Signature Block to each Report.
正解：A
解説：
Explanation
This option allows capturing multiple signatures on a service report by creating different signature types (such as customer approval or technician verification) and adding them to the service report template. References:
https://help.salesforce.com/s/articleView?id=sf.fs_signature_types.htm&type=5
質問 # 88
The Dispatcher at Universal Containers would like to schedule Service Appointments from the Dispatcher's Console while taking the Scheduling Policy into consideration. Which three options are available to the Dispatcher? Choose 3 answers
- A. Select a Service Appointment from the list and press the "Schedule" action.
- B. Select a Service Appointment from the list, press the "Candidates" action, and select the best time slot.
- C. Select multiple Service Appointments from the list and bulk schedule them.
- D. Select a Service Appointment from the list, press the "Change Status" action and "Dispatch."
- E. Select a Service Appointment from the list, press the "Edit" action and allocate the Resource.
正解：A、C、D
質問 # 89
Northern Trail Outfitters uses separate Marketing Cloud accounts as environments for development, UAT, and production. They want to test all automations and Journeys In each environment prior to launching in production.
Which extension product should be used to speed up the migration of data extensions and Journey Builder configurations between each environment7
- A. Configuration Manager
- B. Deployment Manager
- C. Ant Migration Tool
- D. Change Sets
正解：B
質問 # 90
Universal Containers (UC) wants to deploy Knowledge to its field team,
How should UC ensure its Technicians can access Knowledge Articles offline?
- A. Use the Salesforce mobile app with deep linking to the Salesforce Field Service mobile app.
- B. Use Work Types to assign associated Articles to Work Orders.
- C. Write a workflow that associates Articles to Work Orders based on a pickiist on the jork Order.
- D. Create a custom mobile app that syncs articles based on Service Appointment assignments
正解：C
解説：
Explanation
Articles are records that contain information or instructions about products, services, or processes[168]. Work Orders are records that track customer requests for service such as repairs or maintenance[169]. Writing a workflow that associates Articles to Work Orders based on a picklist on the Work Order would allow Universal Containers to ensure its Technicians can access Knowledge Articles offline by creating a workflow rule that triggers when a picklist value on the work order is selected and adds the relevant articles to the work order related list[170]. Using Work Types to assign associated Articles to Work Orders would not work because Work Types are records that define the standard tasks and duration for a specific type of work and do not have a direct relationship with articles[171]. Using the Salesforce mobile app with deep linking to the Salesforce Field Service mobile app would not work because deep linking is a feature that allows launching one app from another app and does not affect offline access[172]. Creating a custom mobile app that syncs articles based on Service Appointment assignments would not work because it would require additional development and maintenance and would not leverage the existing Salesforce Field Service mobile app features[173]. References:
https://help.salesforce.com/s/articleView?id=sf.knowledge_article_types.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_knowledge_articles.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_types_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_deep_linking.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_overview.htm&type=5
質問 # 91
A customer makes one appointment for the sales department, and another appointment for the service department. The two appointments should be handled on the same day, but should be created as separate appointments. In addition, the Technician must complete one appointment before starting the next. The agent wants to make sure these two appointments are scheduled together and in sequence.
Which three things should the Consultant verify to ensure these requirements are met and simultaneous scheduling will occur?
Choose 3 answers
- A. The checkbox Use all-or-none scheduling for related appointments in Field Service Settings is selected.
- B. The Complex Work Visualforce page is added to the Service Appointments page
- C. The Same Resource and Same Day fields appear on the Service Appointments page layout.
- D. A dependency has been created between the two appointments and the start times are the same.
- E. The Dependency Type is set to Start After Finish and Same Day on the first service appointment in the dependency.
正解：A、B、E
質問 # 92
Universal Containers wants to monitor Customer Satisfaction (CSAT) after a Work Order is complete. How can CSAT information be collected?
- A. Add the CSAT Visualforce page to the Work Order.
- B. Install an AppExchange Package.
- C. Install the Survey Snap-in for CSAT capture.
- D. Enable the CSAT Quick Action for Work Orders.
正解：B
質問 # 93
Which fields on service appointments help ensure that they are completed within the agreed upon service level agreement (SLA) with universal containers customers?
- A. Scheduled start, scheduled end
- B. Arrival window start, arrival window end
- C. Actual start, actual end
- D. Earliest start permitted, due date
正解：D
質問 # 94
Universal Containers has installed base equipment that requires specific expertise to install or decommission.
Additionally, the effort can vary significantly based on equipment type. What solution should a Consultant recommend to efficiently manage installation and decommission work?
- A. Milestones and Service Appointments
- B. Validation Rules and Work Types
- C. Work Types and Skill Requirements
- D. Skill Requirements and Entitlements
正解：B
質問 # 95
A Technician reports that the travel time calculated between appointments is often too short and causes Job delays throughout the day.
Which settings should the Consultant consider to improve travel time accuracy?
- A. Street Level Routing, Default Travel Speed
- B. Travel Speed Unit, Actual Travel Time
- C. Minimum Grade, Default Operating Hours
- D. Estimated Travel Time, Minimize Travel
正解：A
質問 # 96
Service Appointments in a "Cannot Complete" status may indicate that an additional part or expert assistance is needed to complete the work. Universal Containers defined that Service Appointments in a "Cannot Complete" status are unable to be rescheduled or unscheduled for history tracking purposes.
Which two items should the Consultant recommend to meet the requirement?
Choose 2 answers
- A. Define "Cannot Complete" as a Pinned Status for Auto-Dispatch Services.
- B. Ensure that Status Transitions are configured to allow the status update from "Cannot Complete" to
"scheduled." - C. Define "Cannot Complete" as a Pinned Status for Scheduling and Optimization Services.
- D. Ensure that Status Transitions are configured to prevent the update from "Cannot Complete" to
"None."
正解：C、D
質問 # 97
Northern trail outfitters (NTO) asks its clients for feedback on every service visit.
NTO wants to dispatch the appropriate technicians based on customer feedback.
What are two ways the consultant can meet this requirement?
Choose 2 answers
- A. Configure customer preferences on the service resource record.
- B. Configure resource preferences on the account or work order.
- C. Configure and add excluded and required required resource business objectives to scheduling policies.
- D. Configure and add excluded and required resource work rules to scheduling policies.
正解：B、D
質問 # 98
Universal Containers (UC) wants to ensure that Technicians enter required information only once when completing Work Orders on the Salesforce Field Service mobile app. The information entered by Technicians needs to also update the Service Appointment and the Case that are associated to the Work Order.
What should a Consultant leverage to ensure the right data is captured fram the Salesforce Field Service mobile app?
- A. Quick Actions that launcha Flaw on Cases, Work Orders and Service Appointments with required fields.
- B. Lightning Component with required fields to update the Case, Work Order and Service Appointment.
- C. oO Quick Action on the Work Order that launches a Flow to update the Work Order, Case, and Service Appointment.
- D. Process Builder on Case to update the Service Appointment and Work Order.
正解：C
解説：
Explanation
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
質問 # 99
Universal Containers tracks customer issues in its call center. Sometimes a Technician is required at the customer's location to resolve the issue.
Which sequence of steps should a Consultant recommend to dispatch the Technician?
- A. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
- B. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
- C. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
- D. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
正解：D
解説：
Explanation
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.
References:
https://trailhead.salesforce.com/en/content/learn/modules/field_service_basics/field_service_work_orders
質問 # 100
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