Salesforce Field Service Consultant Practice Test
What is this product?
This exclusive set of 410 meticulously crafted multiple-choice questions and answers is designed to prepare you thoroughly for the Salesforce Field Service Consultant certification exam. Created with up-to-date industry knowledge and real-world scenarios, these practice questions help you master the essential concepts and skills required to become a certified Salesforce Field Service Consultant.
What will you learn?
By working through this extensive question bank, you will gain deep insights into key Salesforce Field Service functionalities, including work order management, resource scheduling, service appointment handling, inventory tracking, mobile app usage, and customer communication. Each question is accompanied by detailed explanations, enabling you to understand the “why” behind every answer and reinforcing your exam readiness.
Covered Topics Include:
Work Order and Work Type configuration
Service Appointment lifecycle and status tracking
Resource and crew scheduling, including skill and territory management
Operating hours and capacity planning for optimized dispatch
Service reports customization and milestone tracking
Handling customer feedback and escalation processes
Parts and inventory reservation for efficient service delivery
Mobile app capabilities and real-time ETA updates
Knowledge integration and troubleshooting techniques
Change orders and dynamic scheduling adjustments
Why choose Exam Sage for Salesforce Field Service Consultant Exam?
At ExamSage.com, we specialize in providing premium practice exams that help candidates pass certifications confidently. Our content is crafted by subject-matter experts with a focus on clarity, relevance, and exam alignment. Each question is verified to be accurate, current, and free from plagiarism, ensuring you receive the highest quality study resource.
Boost your exam success
Whether you are starting your Salesforce Field Service Consultant journey or looking to sharpen your skills before the test, this question set is your ultimate tool. Practice with Exam Sage to identify your strengths and weaknesses, improve time management, and build confidence for the real exam day.
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.
✅ 36. How are Inventory Transfers between locations managed?
A. Product Items
B. Product Transfers
C. Product Requests
D. Asset Movements
Answer: B
Explanation: Product Transfers handle the physical movement of inventory from one location (e.g., warehouse) to another (e.g., technician van).
✅ 37. What happens when a product consumed is not tracked in inventory?
A. It is automatically billed
B. It triggers a product transfer
C. It’s logged as “non-inventory” usage
D. It creates a new Product Item
Answer: C
Explanation: If a product is used without being tracked, it’s marked as a non-inventory product consumption, for recordkeeping without inventory deduction.
✅ 38. What is required to optimize a Service Appointment using the Optimization Engine?
A. Technician photo
B. Resource preference
C. Service Appointment in “Scheduled” status
D. Service Appointment in “None” or “Pending” status
Answer: D
Explanation: Appointments in “None” or “Pending” status are considered for optimization, whereas scheduled or closed ones are excluded.
✅ 39. How can a technician update a Service Appointment status from the mobile app?
A. By sending an email
B. Using the “Change Status” action
C. By logging into the web portal
D. By asking the dispatcher
Answer: B
Explanation: Technicians use the “Change Status” action in the Field Service Mobile App to update the status of a job (e.g., En Route, Completed).
✅ 40. What enables automatic generation of Work Orders for future recurring maintenance?
A. Work Plans
B. Maintenance Plans
C. Service Reports
D. Scheduler Rules
Answer: B
Explanation: Maintenance Plans define the schedule and rules to generate Work Orders for ongoing or preventive maintenance.
✅ 41. What is the purpose of the “Actual Travel Time” field?
A. To calculate payroll
B. To determine service quality
C. To compare expected vs. actual technician travel
D. To track dispatch delay
Answer: C
Explanation: Actual Travel Time helps assess how much time a technician spent traveling, which can be compared to the estimated travel time.
✅ 42. In Field Service, what role does a Location play in inventory tracking?
A. Represents a service resource
B. Stores contact information
C. Identifies where inventory is held
D. Manages work order types
Answer: C
Explanation: Locations in FSL (e.g., vans, warehouses) represent where inventory is stored and tracked using Product Items.
✅ 43. What object connects a mobile resource’s skill to a requirement?
A. Resource Skill
B. Work Order
C. Service Appointment
D. Service Report
Answer: A
Explanation: Resource Skill defines a resource’s specific abilities and their skill level, used during assignment.
✅ 44. What ensures that a Service Appointment is only assigned to a technician with the right tools and capabilities?
A. Shift Assignment
B. Optimization Policies
C. Skills and Work Rules
D. Dispatcher Tagging
Answer: C
Explanation: Skills and Work Rules combined ensure only qualified and properly equipped resources are scheduled.
✅ 45. What’s the best method to monitor technician real-time status?
A. Time Sheets
B. Dispatcher Console – Gantt view
C. Product Transfers
D. Work Order report
Answer: B
Explanation: The Gantt view in the Dispatcher Console shows real-time status and location updates of field technicians.
✅ 46. What determines whether a technician appears as a scheduling candidate?
A. Resource location
B. Product inventory
C. Matching Work Rules, Skills, and Availability
D. Employee role
Answer: C
Explanation: A technician is a candidate only if they meet Work Rule, Skill, and Availability criteria.
✅ 47. What type of object allows technicians to request items from the warehouse?
A. Product Transfer
B. Product Item
C. Product Request
D. Inventory Order
Answer: C
Explanation: Product Requests are used by field resources to request inventory items for future jobs.
✅ 48. Which Field Service mobile feature provides knowledge and job notes to technicians?
A. Mobile Scheduler
B. Field Notes
C. Knowledge Component
D. Dispatch Chat
Answer: C
Explanation: The Knowledge Component enables technicians to access relevant documentation and solutions while in the field.
✅ 49. What happens when you set a Scheduling Policy weight for “Minimize Travel”?
A. It forces all appointments into the same day
B. It avoids long appointment durations
C. It prioritizes close appointments
D. It blocks scheduling during rush hour
Answer: C
Explanation: Weighting “Minimize Travel” causes the Optimization Engine to prioritize shorter travel distances between appointments.
✅ 50. Which mobile feature allows a technician to confirm job completion with a photo?
A. Service Notes
B. Service Report
C. Capture Image Flow
D. Job Close Action
Answer: C
Explanation: The Capture Image feature allows the technician to take photos (before/after) for documentation or compliance.
✅ 51. What does the “Estimated Travel Time” field depend on?
A. Dispatcher discretion
B. Google Maps API
C. Work Rule logic and route calculation
D. Technician preferences
Answer: C
Explanation: Estimated Travel Time is calculated based on travel rules, distance, and the optimization engine’s logic.
✅ 52. Which object links a Service Resource to a Time Slot?
A. Shift
B. Shift Segment
C. Time Sheet Entry
D. Operating Hours
Answer: A
Explanation: Shifts define the time frames during which a resource is available and eligible for scheduling.
✅ 53. What feature allows technicians to update work order information in real time?
A. Field Service Admin Tool
B. Field Service Mobile App
C. Reports and Dashboards
D. Process Builder
Answer: B
Explanation: The Field Service Mobile App allows real-time updates to Service Appointments, Work Orders, and inventory.
✅ 54. What does “Resource Absence” object represent?
A. Unavailability due to scheduling error
B. Resource vacation, leave, or unavailability
C. Temporary removal of inventory
D. Terminated technician record
Answer: B
Explanation: Resource Absence defines scheduled unavailability (e.g., vacation, training) for a service resource.
✅ 55. When should a dispatcher manually override optimization results?
A. Always
B. When the resource’s skill level is low
C. When specific customer or resource preferences are required
D. Only during blackout periods
Answer: C
Explanation: Manual override is helpful when dispatching based on preferences or real-world exceptions optimization can’t factor.
