Field Service Lightning Cloud Consultant Practice Test

FSLCC Exam Format | Course Contents | Course Outline | Exam Syllabus | Exam Objectives

About the Exam
Read on for details about the Salesforce Field Service Lightning Consultant exam.
Content: 60 multiple-choice/multiple-select questions and 5 unscored questions
Time allotted to complete the exam: 105 minutes (time allows for unscored questions)
Passing score: 63%
Delivery options: Proctored exam delivered onsite at a testing center or in an online testing environment. Click here for information on scheduling an exam.
Prerequisites: Salesforce Administrator credential and Salesforce Service Cloud Consultant credential

Successful completion of the Salesforce Certified Field Service Lightning certification exam helps maintain quality and consistency in skills and knowledge within the Salesforce Certified Field Service Lightning community.
The objective of the Salesforce Certified Field Service Lightning Consultant program is to test and certify qualified implementation consultants, partners and administrators on their ability to deploy Field Service Lightning to an organization.

The Salesforce Certified Field Service Lightning Consultant program is designed for consultants who have experience implementing Salesforce Service Cloud and Field Service Lightning.

A Salesforce Certified Field Service Lightning Consultant designs and deploys solutions that support customer business processes and requirements using the Field Service Lightning product, managed package, and Field Service Lightning Mobile application. The consultant has field service industry experience, mobile solution expertise, and a solid understanding of the Salesforce core object model.

The Salesforce Certified Field Service Lightning Consultant has the following experience:
1-2 years as a business analyst
1+ years in the field services industry
2+ years of services and support experience
The Salesforce Certified Field Service Lightning Consultant candidate has the experience, skills, knowledge, and abilities outlined below:
Understand the field service lifecycle
Differentiate the Salesforce product lines (Service Cloud, Mobile, Platform, Sales Cloud, Field Service Lightning, Communities, Knowledge)
Build Field Service Lightning solutions that are scalable and maintainable:
Scheduling and optimization
Resource management
Asset management
Inventory management
Work Order and Service Appointments lifecycle management
Contracts, entitlements, and warranties
Mobility (mobile flow use cases)
Service reporting
Maintenance plans
A candidate for this exam will likely need assistance with:
Complex schedule/route optimization
Service territories planning and management best practices
A candidate for this exam is not expected to know or do the following:
Integration with third-party systems
Custom code such as Apex, Lightning Web Components
Fleet optimization
Mobile deployment (MDM device strategy)
Typical job roles of a Salesforce Certified Field Service Lightning Consultant candidate may include:
Consultant
Mobile Solution Designer
System Analyst
Technical Architect
Service Cloud Administrator
Field Service Operations Manager
Service Desk Manager

Exam Outline
The Salesforce Field Service Lightning Consultant exam measures a candidates knowledge and skills related to the following objectives. A candidate should have hands-on experience implementing Salesforce Service Cloud and Field Service Lightning solutions and have demonstrated the application of each of the features/functions below.

Managing Resources: 16%
Compare dynamic versus static crews.
Determine how and when to set up different resource types.
Given a scenario, recommend the appropriate Service Territories and their Members.
Explain the relationships between time sheets, timesheet entries, service resources, and Work Orders.
Demonstrate how to use skills, skill levels, and time-based skills.
Show how to use operating hours for service resources, accounts, work orders, and booking appointments.
Distinguish between FSL license types and when to deploy them.

Managing Work Orders: 23%
Configure Work Order processes, parameters, and Work Types.
Given a scenario, choose the appropriate Resource Preferences.
Apply Products Required to a Work Order.
Analyze how and when to use Work Order Line Items.
Illustrate how to configure Work Order Milestones.
Given a scenario, recommend the appropriate relationship between Service Appointments, Work Orders, and Work Order Line Items.

Managing Scheduling and Optimization: 28%
Understand different field service settings for FSL Administrator.
Given a scenario, choose the appropriate action to manage a Service Appointment.
Given a scenario, apply the appropriate life cycle of a Service Appointment required to execute a Work Order.
Decide on the appropriate Schedule Policy to achieve the business requirements.
Given a scenario, determine the appropriate option to execute Complex Work in FSL.
Explain the difference between a multi-day Service Appointment and a standard Service Appointment.
Outline the differences between aerial versus street-level routing.
Given a scenario, determine the appropriate dispatch strategy for an organization.
Compare different filtering options for the Dispatcher Console.
Explain how to set up optimization.
Given a scenario, decide the appropriate type of scheduling service to use.
Given a scenario, decide the appropriate type of optimization service to use.
Understand the usage of Field Service Lightning for DateTime tracking fields.

Configuring Mobility: 10%
Assess the requirements and tools needed to execute a customer sign-off process.
Given a scenario, configure the Field Service app to support key business processes.
Distinguish between Field Service Mobile and Salesforce Mobile app capabilities.
Understand the available FSL Mobile settings.

Managing Inventory: 8%
Given business requirements, distinguish the appropriate price book model for products consumed.
Given business requirements, justify which define the applicable inventory model.
Explain the Return Order object model and process.

Managing Assets: 5%
Apply procedural concepts to maintain and update assets and asset relationships.

Configuring Maintenance Plans: 5%
Given a scenario, recommend the appropriate maintenance plan.

Permissions and Sharing: 5%
Understand use cases for different types of FSL permission sets.
Explain how scheduled Service Appointments are shared with service resources.
Understand the differences between user territories and service territories.

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Field Service Lightning Cloud Consultant
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Question: 50
Universal Containers has noticed that with every new product release there is a rise in customer reported Cases and a decrease
in first-time fix-rate.
Which two recommendations should a Consultant make? (Choose two.)
A. Publish pre-release documentation on the Customer Community.
B. Publish training documentation in a closed Chatter group.
C. Increase training to Sales Representatives.
D. Increase training to Field Service Technicians.
Answer: AD
Question: 51
In the Dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? (Choose three)
A. Google Traffic Data
B. Service Appointment Dependencies
C. Resources Home Base
D. Service Appointments
E. Resources Travel Speed
Answer: ACD
Question: 52
Universal Containers wants to invoice its customers 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 Products and Price Books to track the price.
B. Use Opportunity Line Items and Price Books to track the price.
C. Use a custom object to model the Work Order pricing and price.
D. Use Assets and Products to track the price.
Answer: A
Question: 53
Universal Containers wants to track the total associated price when servicing Work Orders for Customers.
Which two of the following should a Consultant recommend? (Choose two.)
A. Use Work Order and Work Order Line Items.
B. Use a custom object to model the Work Order pricing.
C. Use the Einstein Pricing Configurator.
D. Set up Products and Price Books.
Answer: AD
Question: 54
Universal Containers performs service on field assets that require a sequence of work tasks. A Consultant has recommended
Work Order Line Items to manage the tasks and assets/parts necessary to manage the work. Which two of the following must
be considered as part of this solution to ensure Work Orders are properly completed? (Choose two.)
A. Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to Work Order.
B. Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.
C. Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.
D. Use of Standard Reports to view Parent and Work Order Lines Items within Work Orders by Customer.
Answer: BC
Question: 55
Universal Containers wants their Technicians to record an Asset Number using a barcode scanner when completing Work
Orders.
What field type should be configured to capture this information?
A. Barcode
B. Date
C. Formula
D. Text
Answer: D
Question: 56
Universal Containers has a Partner Community. Work Orders are assigned to these partners. Partners are not interacting with
Service Appointments or Service Resources.
How would a Partner user update the Work Order record from a mobile Device?
A. Field service mobile app
B. Salesforce mobile app
C. Work Order records cannot be updated on a mobile device
D. Salesforce Touch
Answer: B
Question: 57
Universal Containers has Role-based Technicians and Managers who handle Service Appointments. Many times, Technicians
arrive on-site but are unable to gain access to the customers equipment. In this scenario, only the Manager has permission to
cancel the Service Appointment.
Who should a Consultant recommend adhering to this business process?
A. Assign Permission Sets that allow Status Transitions.
B. Allow Status Transitions based on Role.
C. Limit Status Transitions based on Profile.
D. Configure Status Transitions based on Resource Type.
Answer: C
Question: 58
Universal Containers is tracking customer issues in their call center. Sometimes this requires a Technician to be on-site at the
customers location.
What set of steps should a Consultant recommend to dispatch the Technician?
A. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
B. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
C. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
D. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
Answer: D
Question: 59
Universal Containers wants Field Technicians to capture customer authorization via a signature through Salesforce mobile app.
What should a Consultant recommend?
A. Create a Quick Action on the Service Appointment to launch a Visualforce signature page.
B. Create an Approval Process from the Service Appointment for the customers Authorization.
C. Create a Checkbox on the Service Appointment that will capture the customers Authorization.
D. Create a custom text field to capture the customers signature on Salesforce mobile app.
Answer: C

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