[2024年05月21日]Field-Service-Consultant問題集完全版問題、試験学習ガイド
Field Service Lightning program無料認定試験材料Fast2testからの165問題
Salesforce Field-Service-Consultant認定試験は、Salesforceプラットフォームでフィールドサービス管理ソリューションを扱う専門家にとって不可欠な認証です。この認定は、この分野の専門家のスキルと専門知識を検証し、組織向けのフィールドサービスソリューションを設計、構成、および実装する能力を実証します。この試験に成功した候補者は、フィールドサービス管理の分野の認定専門家として認識され、キャリアの見通しを強化し、成長と進歩のための新しい機会を開くことができます。
質問 # 16
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 ? 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 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 # 17
Universal Containers wants to invoice its Customer for the parts used when performing repairs on installed Assets. What should a Consultant recommend to track the price of the parts consumed?
- A. Use Assets and Products to track the price.
- B. Use a custom object to model the Work Order pricing and price.
- C. Use Products and Price Books to track the price.
- D. Use Opportunity Line Items and Price Books to track the price.
正解：A
質問 # 18
which work rule should a field service lightning consultant use to assign service resources based on related object records?
- A. match field
- B. extended match
- C. required resources
- D. resource availability
正解：B
質問 # 19
At Northern Trail Outfitters (NTO), agents are expected to complete a variety of tasks. They create cases and work orders, and need Read access to work types and work rules. They also book and manage appointments, assign mobile resources, and optimize their mobile workforce's schedule.
What is the best permission set{s) a consultant should
recommend assigning to NTO agents?
- A. Agent and Resource
- B. Agent
- C. Dispatcher
- D. Mobile, Agent, and Resource
正解：D
質問 # 20
northern trail outfitters (NTO) wants to improve costume satisfaction by setting expectations around upcoming appointments.
When designing the costume service representative's user interface, in most cases which tow fields should be shared with the costumer about an upcoming appointment?
Choose 2 answers
- A. arrival window end
- B. scheduled start
- C. scheduled end
- D. arrival window starts
正解：B、D
質問 # 21
At Universal Containers, the Service Territory member's time zone is one hour behind the Service Territory time zone.
How should the Consultant ensure proper scheduling and optimization for the member?
- A. Add one hour to the start and end times on the Service Territory Member's Operating Hours.
- B. Subtract one hour from the start and end times on the Service Territory.
- C. Add one hour to the start and end times on the Service Territory.
- D. Change the time zone on the Service Territory Member's user record to match the Service Territory's time zone.
正解：A
解説：
Explanation
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
質問 # 22
A consultant has implemented user territories at Northern Trail Outfitters (NTO) in a private sharing model. A new Midwest Service Territory has been created.
Which two actions should NTO take to give the dispatcher access to all relevant Midwest records? Choose 2 answers
- A. Create a new user territory associated with the Service Territory and dispatcher.
- B. Assign a new user territory and add each of the assigned service resources.
- C. Add the resources assigned to the Service Territory's Member related list.
- D. Configure and run the User Territory Sharing Job in Field Service Settings.
正解：A、D
解説：
Explanation
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 Job in 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
質問 # 23
Universal Containers wants to ensure that only Field Technicians with a specialized certification are sent Work Orders of a specific type. In which two ways can a Consultant ensure the correct Resources are assigned to Work Orders? Choose 2 answers.
- A. Assign Skills and Skill Levels to Resources.
- B. Assign Skills and Skill Levels to Users.
- C. Implement Work Types and Skill Assignments.
- D. Implement Assignment Rules and Work Orders.
正解：A、C
質問 # 24
Universal Containers needs to implement a way to track all internal and external work associated with an inbound contact center request. How should a Consultant recommend tracking the work?
- A. Cases Only
- B. Parent/Child Work Orders
- C. Work Orders only
- D. Cases and Work Orders
正解：B
質問 # 25
Universal Containers wants to offer customers a Maintenance Plan that provides 12 monthly checkups.
The customer will call to schedule each visit.
How should a Consultant configure the Maintenance Plan to meet this requirement?
- A. Set Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work orders.
- B. Set Frequency to 1 Month; Generation Timeframe of 12; check Auto-generate work orders.
- C. Set Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work orders.
- D. Set Frequency to 1 Month; Generation Timeframe of 12; uncheck Auto-generate work orders.
正解：D
解説：
Explanation
Frequency is a field on the Maintenance Plan object that defines how often work orders should be generated from maintenance plans such as daily, weekly, or monthly[228]. Generation Timeframe is a field on the Maintenance Plan object that defines how many work orders should be generated from maintenance plans at a time such as 1, 2, or 12[229]. Auto-generate work orders is a field on the Maintenance Plan object that enables or disables the automatic generation of work orders from maintenance plans[230]. Setting Frequency to 1 Month; Generation Timeframe of 12; uncheck Auto-generate work orders would allow Universal Containers to offer customers a Maintenance Plan that provides 12 monthly checkups where the customer will call to schedule each visit by creating maintenance plans that generate one work order per month for 12 months but do not generate them automatically until the customer calls[231]. Setting Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work orders would not allow Universal Containers to offer customers a Maintenance Plan that provides 12 monthly checkups where the customer will call to schedule each visit. It would create maintenance plans that generate one work order per month for one month and generate them automatically without waiting for customer calls. Setting Frequency to 1 Month; Generation Timeframe of 12; check Auto-generate work orders would not allow Universal Containers to offer customers a Maintenance Plan that provides 12 monthly checkups where the customer will call to schedule each visit. It would create maintenance plans that generate one work order per month for 12 months and generate them automatically without waiting for customer calls. Setting Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work orders would not allow Universal Container
質問 # 26
A customer manually imports records for sending. Each record contains a warehouse ID that is shared between Marketing Cloud and a third-party system. The customer does not have developer resources, but wants to Include the warehouse ID In their tracking parameters so that the third-party system can identify the subscriber.
What should a consultant recommend'
- A. Use personalization strings created by selecting the data extension.
- B. Use Dynamic Content rules to select a content area for each subscriber.
- C. Use Guide Template Language created for each field in the data extension.
- D. Use AMPscript variables created from each field in the data extension.
正解：D
質問 # 27
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. Use work type with required skills
- B. Select the relevant work type for each resource
- C. Create a multiple work order line per service
- D. Assign the appropriate skill to resource
正解：A、D
質問 # 28
Universal Containers has customers who have previously negotiated pricing on some products.
Which Price Book structure should a Consultant recommend when considering the implications of pricing on Work Orders?
- A. Create customer-specific Price Books and add only price-negotiated products as Price Book Entries.
- B. Utilize a custom Global Price Book and add all products as Price Book Entries.
- C. Create customer-specific Price Books and add all products as Price Book Entries.
- D. Utilize a custom Global Price Book and add price-negotiated products as Price Book Entries.
正解：A
解説：
Explanation
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
質問 # 29
Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers
- A. Gantt
- B. Appointment List
- C. Color Palettes
- D. Gantt Map
正解：B、C
解説：
Explanation
Color Palettes are settings that allow dispatchers to customize the colors of service appointments on the Gantt based on different criteria such as status, priority, or rule violations[154]. Appointment List is a tool that allows dispatchers to view and filter service appointments in a list view based on different criteria such as status, priority, or rule violations[155]. Using these two features on the Dispatcher Console would allow visualizing Rule Violating Service Appointments by setting up color codes or filters based on rule violations.
Gantt is a tool that allows dispatchers to view and manage service appointments on a timeline[156]. Gantt Map is a tool that allows dispatchers to view and manage service appointments on a map[157]. Using these two features on the Dispatcher Console would not allow visualizing Rule Violating Service Appointments by themselves unless combined with color palettes or appointment list. References:
https://help.salesforce.com/s/articleView?id=sf.fs_gantt_color_palettes_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_appointment_list_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_gantt_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_gantt_map_overview.htm&type=5
質問 # 30
universal container requires trained inspectors to make 3 site visits per year to inspect the container customers' sites. These visits must be scheduled within 14 days of inspection due date.
What are two ways a Consultant can configure maintenance plans to meet the requirements?
Choose 2 answers
- A. Associate work type called site to maintenance plan
- B. Associate a required skill call site visits to maintain plans
- C. Auto generate work order with 14-day generation time frame
- D. Auto generate work order with a 14 days generation horizon
正解：C、D
解説：
Explanation
A generation horizon is the number of days before the maintenance plan start date that work orders are generated. A generation time frame is the number of days before the maintenance plan end date that work orders are generated. To ensure that work orders are generated within 14 days of inspection due date, both the generation horizon and the generation time frame should be set to 14 days. Associating a work type called site or a required skill called site visits to maintenance plans would not affect the timing of work order generation, but would affect the scheduling and assignment of service appointments. References:
https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm&type=5
質問 # 31
Universal Containers offers 2-hour versus 4-hour appointment booking windows for Gold versus Standard Customers. What should a Consultant recommend to offer appropriate appointment booking windows?
- A. Customer Working Hours
- B. Service Due Date
- C. Service Urgency
- D. Customer Entitlement
正解：D
質問 # 32
When a Universal Containers (UC) Technician installs a product at a customer site, the Technician must perform all future work for that customer.
Which process should the Consultant use to meet this requirement?
- A. Add the Resource as a Preferred Resource on the Asset.
- B. Add the Resource as a Required Resource on the Account.
- C. Add the Resource as a Preferred Resource on the Work Order.
- D. Add the Resource as a Required Resource on the Contact.
正解：B
質問 # 33
Universal Containers would like to engage Contractors and Customers directly in their Field Service Solution.
Which three options will provide read, write and edit access to Works Order objects? Choose 3 answers
- A. Customer Communities Plus
- B. Customer Communities
- C. Chatter Files Connect
- D. Partner Communities
- E. Chatter Customer Groups
正解：A、B、D
質問 # 34
Universal Containers wants to track Technicians' van stock using the Salesforce Field Service mobile app a ensure that Technicians report when parts are used.
Which three data elements should a Consultant recommend tracking to support these requirements?
Choose 3 answers
- A. Warehouse Locations
- B. Inventory
- C. Products Required
- D. Products Consumed
- E. Mobile Locations
正解：C、D、E
質問 # 35
Universal containers wants to assign service appointments based on the polygon of the child service Territory in the hierarchy.
How should a consultant assign service appointments to the polygon?
- A. Set the polygon assignment policy to the highest level.
- B. Set the polygon assignment policy to the lowest level.
- C. Set the territory assignment policy to the lowest level.
- D. Set the territory assignment policy to the highest level.
正解：C
質問 # 36
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 custom fields to capture that the Wrap UP Activities have been completed.
- B. Create a Milestone which has entry criteria for Status = Technician Wrap Up.
- C. Create a Workflow 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 Process Builder to close the Milestone when the Wrap Up is complete.
正解：A、B、C
質問 # 37
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