Sample Questions and Answers
What is a ‘Resource Absence’ used for?
A) To block out times when a technician is unavailable for scheduling due to vacation or training.
B) To assign appointments
C) To track customer preferences
D) To create Work Orders
Answer: A
Explanation: Absences ensure accurate availability.
How can Field Service Lightning help reduce operational costs?
A) By optimizing scheduling routes, reducing travel time and improving first-time fix rates.
B) By increasing appointments regardless of travel
C) By ignoring technician skills
D) By manual scheduling only
Answer: A
Explanation: Efficient scheduling reduces fuel and labor expenses.
Which Salesforce tool allows creation of custom reports and dashboards for Field Service metrics?
A) Salesforce Report Builder and Dashboard Builder
B) Manual spreadsheets only
C) Email alerts
D) Service Reports only
Answer: A
Explanation: Custom reports provide valuable operational insights.
What is the primary purpose of the ‘Dispatcher Console’ in Field Service Lightning?
A) To manage, schedule, and monitor field service appointments and resources in real time.
B) To track customer invoices.
C) To edit Work Orders only.
D) To generate marketing reports.
Answer: A
Explanation: The Dispatcher Console centralizes appointment scheduling and resource management for dispatchers.
How does ‘Service Appointment Optimization’ differ from ‘Scheduling Policies’?
A) Optimization dynamically generates the best schedule based on constraints, while Policies define static scheduling rules.
B) Optimization assigns billing codes.
C) Policies control billing only.
D) They are the same feature.
Answer: A
Explanation: Optimization calculates optimal routes and assignments considering Policies.
Which object is key to tracking detailed tasks within a Work Order?
A) Work Order Line Item
B) Service Appointment
C) Service Territory
D) Customer Agreement
Answer: A
Explanation: Work Order Line Items break down the work into discrete tasks or parts.
What does enabling ‘Enable Resource Check-in and Check-out’ do in Field Service?
A) Allows technicians to log arrival and departure times via the mobile app, improving time tracking accuracy.
B) Automatically closes appointments.
C) Sends customer notifications only.
D) Updates billing details.
Answer: A
Explanation: Check-in/out provides detailed job timing and accountability.
How can ‘Entitlements’ in Field Service Lightning be used?
A) To define service levels and limits for customers, impacting scheduling and support options.
B) To assign billing rates.
C) To track parts inventory.
D) To manage technician skills.
Answer: A
Explanation: Entitlements ensure service commitments are met according to contracts.
Which feature allows a Field Service Lightning technician to update job status offline?
A) The mobile app’s offline mode syncs data when connectivity is restored.
B) Desktop Salesforce only.
C) Manual paper forms.
D) It’s not possible.
Answer: A
Explanation: Offline capability ensures uninterrupted work even in low connectivity areas.
What role do ‘Work Rules’ play in the scheduling optimization process?
A) They impose constraints such as skill requirements, shift durations, and break times to ensure compliance.
B) They generate billing reports.
C) They assign customers to territories.
D) They control inventory levels.
Answer: A
Explanation: Work Rules ensure scheduling aligns with business and legal requirements.
How can Field Service Lightning handle recurring maintenance appointments?
A) By configuring recurring appointment schedules on Service Appointments or Work Orders.
B) Only by manual scheduling each time.
C) By using billing alerts.
D) Recurring appointments are not supported.
Answer: A
Explanation: Recurring appointments automate routine service visits.
What is the function of ‘Service Resources’ in Field Service Lightning?
A) Represent the technicians, equipment, or contractors who perform service work.
B) Track customer billing.
C) Manage parts inventory.
D) Define service territories.
Answer: A
Explanation: Service Resources are the people or assets assigned to jobs.
Which of the following is NOT a feature of the Field Service Lightning mobile app?
A) Real-time appointment updates and job status changes.
B) Access to knowledge articles and service manuals.
C) Automated billing generation.
D) Signature capture and photo uploads.
Answer: C
Explanation: Billing generation is handled in Salesforce, not via the mobile app.
How can Field Service Lightning improve first-time fix rates?
A) By ensuring technicians have access to knowledge articles, proper parts, and skill matching.
B) Scheduling more appointments per day.
C) Reducing appointment durations only.
D) Ignoring customer preferences.
Answer: A
Explanation: Proper preparation leads to higher first-time fix success.
What does the ‘Operating Hours’ setting control in Field Service Lightning?
A) The times when resources and territories are available to be scheduled for work.
B) Billing cycles.
C) Technician skill certifications.
D) Customer preferences.
Answer: A
Explanation: Operating Hours define the scheduling windows.
How can a Field Service Lightning Consultant use ‘Einstein Field Service’ capabilities?
A) To predict service needs and optimize technician dispatch using AI insights.
B) To track parts only.
C) To assign billing codes.
D) To manually schedule appointments.
Answer: A
Explanation: Einstein Field Service leverages AI for proactive service and optimization.
What is a key benefit of defining ‘Service Territories’?
A) Aligning resources and appointments geographically for better efficiency.
B) Automating billing.
C) Controlling technician salaries.
D) Managing customer invoices.
Answer: A
Explanation: Territories help assign jobs close to technicians.
Which Salesforce object stores customer service level agreement (SLA) details?
A) Customer Agreement
B) Work Order
C) Service Appointment
D) Resource Preference
Answer: A
Explanation: Customer Agreements define SLAs and entitlements.
What action does the ‘Reschedule Appointment’ feature perform?
A) Allows dispatchers or technicians to change the appointment time or resource assigned.
B) Closes a Work Order.
C) Generates billing reports.
D) Deletes a Work Order.
Answer: A
Explanation: Rescheduling helps adjust to changes and emergencies.
How do ‘Skills’ affect scheduling in Field Service Lightning?
A) Scheduling Optimization uses skill requirements to match appointments with qualified technicians.
B) Skills set billing rates.
C) Skills control inventory.
D) Skills determine customer discounts.
Answer: A
Explanation: Correct skill matching ensures competent service delivery.
Which feature supports real-time communication between dispatchers and field technicians?
A) In-app chat and push notifications in the Field Service Mobile App.
B) Email only.
C) Paper-based communication.
D) Phone calls exclusively.
Answer: A
Explanation: Built-in messaging improves coordination and updates.
What can be automated using Salesforce Flow in Field Service Lightning?
A) Creation of Work Orders, assignment of appointments, and notifications based on business rules.
B) Only billing.
C) Inventory updates.
D) Manual appointment scheduling.
Answer: A
Explanation: Flows enhance efficiency by automating key processes.
What data does the ‘Appointment Segment’ object capture?
A) Portions or phases of a multi-part Service Appointment, useful for complex jobs.
B) Customer billing preferences.
C) Resource certifications.
D) Inventory stock levels.
Answer: A
Explanation: Segments break appointments into manageable phases.
How can Field Service Lightning handle customer-specific preferences?
A) Using the Resource Preference object linked to customers or accounts.
B) Only manually tracked.
C) Via billing codes.
D) Not supported.
Answer: A
Explanation: Preferences help tailor service delivery.
What is the purpose of ‘Work Type’ in Field Service Lightning?
A) Defines the nature of the service job, including duration, skills needed, and required parts.
B) Tracks billing only.
C) Assigns resources.
D) Defines operating hours.
Answer: A
Explanation: Work Types standardize job characteristics for scheduling and planning.
How is ‘Field Service Reports’ different from standard Salesforce reports?
A) They are specifically tailored to Field Service data, including appointments, parts, and technician performance.
B) They only show customer billing.
C) They replace billing systems.
D) They focus on marketing campaigns.
Answer: A
Explanation: Field Service Reports provide insights unique to field operations.
What is the effect of marking a Work Order as ‘Closed’?
A) The Work Order is completed and no further modifications or scheduling can be done.
B) The Work Order is deleted.
C) Billing is generated automatically.
D) Appointments are rescheduled.
Answer: A
Explanation: Closed status indicates job completion.
How can technicians report parts used during a job?
A) By adding Work Order Line Items for parts consumed via the mobile app.
B) By manual paper forms only.
C) Billing handles parts only.
D) Not supported.
Answer: A
Explanation: Accurate parts tracking improves inventory management.
Which feature allows automated technician assignment based on skills and availability?
A) Scheduling Optimization with skill-based routing enabled.
B) Manual dispatcher assignment only.
C) Billing rules.
D) Service Territory mapping only.
Answer: A
Explanation: Automation improves efficiency and customer satisfaction.
What does enabling ‘Customer Notifications’ do?
A) Sends appointment confirmations, reminders, and status updates to customers automatically.
B) Notifies billing staff only.
C) Updates inventory.
D) Only available for managers.
Answer: A
Explanation: Notifications enhance communication and reduce missed appointments.
How are ‘Resource Absences’ used in scheduling?
A) They block time periods when resources are unavailable to prevent scheduling conflicts.
B) They assign appointments automatically.
C) Track customer complaints.
D) Manage billing.
Answer: A
Explanation: Absences ensure accurate availability in schedules.
How does Field Service Lightning support regulatory compliance?
A) Through Work Rules, resource certifications tracking, and audit trails for appointment changes.
B) Billing enforcement only.
C) Ignoring regulations.
D) Customer agreements only.
Answer: A
Explanation: Compliance is managed via system-enforced rules and tracking.
What is the advantage of linking Field Service Lightning with Salesforce Service Cloud?
A) Provides seamless case management, enabling service reps to coordinate with field technicians.
B) Billing automation.
C) Inventory control only.
D) Marketing campaigns.
Answer: A
Explanation: Integration improves overall customer service and issue resolution.
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