Sample Questions and Answers
✅ 1. What is the primary purpose of Work Rules in Field Service Scheduling?
A. Assign territories to service resources
B. Determine the skills of service resources
C. Define constraints and preferences for scheduling
D. Set user access to service appointments
Answer: C
Explanation: Work Rules are used in Field Service to define how appointments should be scheduled, including travel limits, skills matching, and availability preferences.
✅ 2. Which object is used to define the time a service resource is available to work?
A. Operating Hours
B. Time Sheet
C. Service Territory
D. Resource Availability
Answer: A
Explanation: The Operating Hours object specifies the hours during which a resource is available for scheduling appointments.
✅ 3. What is the purpose of the Dispatcher Console in Field Service?
A. To manage service reports
B. To monitor service territories
C. To schedule and optimize service appointments
D. To manage Field Service permissions
Answer: C
Explanation: The Dispatcher Console is the central tool used by dispatchers to assign, schedule, and optimize appointments.
✅ 4. A mobile worker needs to record the parts used during a repair. What object should be used?
A. Work Order
B. Work Order Line Item
C. Product Item
D. Service Report
Answer: B
Explanation: Work Order Line Items are used to track the specific tasks or parts associated with a work order.
✅ 5. Which of the following best describes the Service Appointment object?
A. Captures products to be used
B. Represents an actual visit by a field technician
C. Stores time-tracking data
D. Assigns locations to accounts
Answer: B
Explanation: Service Appointments represent the scheduled visit of a technician to a customer location.
✅ 6. What does Resource Preference indicate?
A. The resource’s skill level
B. The customer’s preferred technician
C. Travel time between territories
D. Priority of a work order
Answer: B
Explanation: Resource Preferences help link a preferred resource to an account or service appointment, enhancing customer satisfaction.
✅ 7. How can a service appointment be prevented from being rescheduled by optimization?
A. Set Status to “Closed”
B. Use a Locked field
C. Enable the “Prevent Optimization” checkbox
D. Exclude it from service territory
Answer: B
Explanation: The Locked field on the Service Appointment prevents it from being changed during optimization runs.
✅ 8. Which Salesforce tool provides AI-driven scheduling recommendations?
A. Flow Builder
B. Work Plan
C. Optimization Engine
D. Einstein Scheduling
Answer: D
Explanation: Einstein Scheduling uses AI to suggest optimal appointment windows and assignments based on historical data and rules.
✅ 9. What is the difference between a Work Order and a Case in Field Service?
A. Cases are not linked to customers
B. Work Orders are customer service inquiries
C. Cases are external, Work Orders are internal
D. Cases log problems, Work Orders track the execution of the service
Answer: D
Explanation: Cases are used for issue logging, while Work Orders are actionable tasks created to resolve those issues.
✅ 10. Which object represents the actual product inventory at a location?
A. Product Item
B. Inventory Record
C. Location Product
D. Product Request
Answer: A
Explanation: Product Items represent inventory records of products at specific locations like vans or warehouses.
✅ 11. What determines whether a resource can complete a job requiring specific skills?
A. Location
B. Time Sheet
C. Skill Requirements
D. Service Report
Answer: C
Explanation: Skill Requirements ensure that only qualified resources are assigned to jobs requiring particular expertise.
✅ 12. What type of record is used to automatically replenish inventory?
A. Product Request Line Item
B. Product Item
C. Product Transfer
D. Replenishment Rule
Answer: A
Explanation: Product Request Line Items help define specific inventory items and quantities needed for restocking.
✅ 13. When would you use the “Candidates” related list on a Service Appointment?
A. To see who accepted the appointment
B. To view territory settings
C. To see which resources are eligible for assignment
D. To check product availability
Answer: C
Explanation: The Candidates list shows all available service resources who meet the appointment’s requirements.
✅ 14. Which permission is required to view the Dispatcher Console?
A. View Setup
B. FSL Admin
C. Dispatcher Console Access
D. Field Service Dispatcher
Answer: D
Explanation: The Field Service Dispatcher permission set grants access to the Dispatcher Console.
✅ 15. What is the purpose of the Scheduling Policy?
A. To define resource skills
B. To create work orders
C. To determine how appointments are ranked during scheduling
D. To restrict user access
Answer: C
Explanation: Scheduling Policies guide the system on how to prioritize and assign appointments based on defined criteria.
✅ 16. Which two objects are linked in a Service Territory Member? (Choose 2)
A. Service Appointment
B. User
C. Service Territory
D. Operating Hours
Answer: B, C
Explanation: Service Territory Members associate Users or Resources to specific Service Territories.
✅ 17. What determines the mobile worker’s ability to work during specific hours?
A. Work Order
B. Shift
C. Service Territory
D. Operating Hours
Answer: D
Explanation: Operating Hours define when a service resource is available to take appointments.
✅ 18. What is the use of Time Sheets in Field Service?
A. Track inventory
B. Record technician activities
C. Manage schedules
D. Define shift hours
Answer: B
Explanation: Time Sheets allow tracking of hours worked and breaks taken by field resources.
✅ 19. What is the primary function of the Optimization Engine?
A. Generate time sheets
B. Approve service reports
C. Automatically assign and reschedule appointments for best efficiency
D. Monitor resource attendance
Answer: C
Explanation: The Optimization Engine improves appointment efficiency through auto-assignment based on defined policies.
✅ 20. How can a dispatcher manually schedule an appointment?
A. Change appointment status
B. Use the Gantt view in the Dispatcher Console
C. Assign products
D. Generate a report
Answer: B
Explanation: The Gantt view in the Dispatcher Console allows drag-and-drop manual scheduling.
✅ 21. Which mobile feature allows a technician to capture a customer’s signature?
A. Work Plan
B. Knowledge Article
C. Signature Capture
D. Field Audit Trail
Answer: C
Explanation: Signature Capture enables collecting customer signatures directly within the Field Service mobile app.
✅ 22. Which setting allows offline access for mobile workers?
A. Enable Cache
B. Mobile Smart Sync
C. Offline Mode
D. Local Data Enablement
Answer: C
Explanation: Offline Mode ensures technicians can use the app without network connectivity.
✅ 23. What’s the purpose of the Maintenance Plan object?
A. Track technician attendance
B. Generate preventive maintenance Work Orders
C. Schedule optimization runs
D. Assign locations to assets
Answer: B
Explanation: Maintenance Plans allow auto-creation of Work Orders for preventive maintenance based on intervals.
✅ 24. How do you restrict appointments from being scheduled outside business hours?
A. Use Skill Rules
B. Apply Service Level Agreements
C. Set Operating Hours
D. Use Maintenance Plans
Answer: C
Explanation: Appointments are only scheduled within the defined Operating Hours of resources or service territories.
✅ 25. What Field Service feature is used to automatically dispatch appointments?
A. Service Resource
B. Shift Scheduling
C. Auto-Dispatch
D. Optimization Engine
Answer: D
Explanation: The Optimization Engine can be configured for auto-dispatching appointments efficiently.
✅ 26. Which object connects an Account to a specific product installed on-site?
A. Work Order
B. Asset
C. Product Item
D. Service Appointment
Answer: B
Explanation: Assets represent customer-owned products that need maintenance or installation.
✅ 27. What is the purpose of the Location object?
A. Track installed assets
B. Represent technician vans
C. Define where inventory is stored or used
D. Record invoice addresses
Answer: C
Explanation: Locations define physical areas tied to inventory, such as warehouses, depots, or service vans.
✅ 28. What happens if a required skill is missing from a service resource?
A. They are still assigned
B. They are filtered out from scheduling
C. A warning is sent
D. The Work Order fails
Answer: B
Explanation: The scheduling engine will exclude resources missing the required Skills when matching for appointments.
✅ 29. Which object is used to group service territories under a common region?
A. Service Territory Type
B. Operating Hours
C. Service Territory
D. Territory Hierarchy
Answer: D
Explanation: Territory Hierarchies organize service territories into structured regional groupings.
✅ 30. What component is required for the Field Service Mobile App to function?
A. Work Plan
B. Mobile Flows
C. Field Service Mobile Managed Package
D. Lightning Web Components
Answer: C
Explanation: The Field Service Mobile Managed Package is required to deploy and configure the Field Service Mobile App.
✅ 31. What is the purpose of the Service Report in Field Service?
A. Schedule upcoming maintenance
B. Summarize job details for customer review
C. Manage technician payroll
D. Record shift attendance
Answer: B
Explanation: Service Reports summarize the service provided, parts used, labor time, and customer signature for documentation and review.
✅ 32. Which record must be created before assigning a service resource to a Service Territory?
A. Operating Hours
B. Location
C. Service Territory Member
D. Shift Record
Answer: C
Explanation: A Service Territory Member record connects a resource to a territory, enabling proper assignment.
✅ 33. What’s the use of Time Sheet Entries?
A. Capture customer satisfaction
B. Track technician time on jobs
C. Request product shipments
D. Generate invoices
Answer: B
Explanation: Time Sheet Entries log hours worked, break time, and time spent on service appointments for accountability.
✅ 34. How is the location of a Service Appointment determined?
A. From the assigned technician’s address
B. From the parent Account
C. From the Work Order’s Location field
D. Manually entered by the dispatcher
Answer: C
Explanation: The Location field on a Work Order determines where the associated Service Appointment will take place.
✅ 35. Which feature allows defining criteria for dispatching specific jobs to specific technicians?
A. Work Types
B. Skills
C. Work Rules
D. Scheduling Policies
Answer: D
Explanation: Scheduling Policies use rules and logic to prioritize which technician gets assigned to which job based on defined criteria.
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