50 Field Service Consultant Practice Questions: Question Bank 2025

A dispatcher wants to ensure each service appointment is only scheduled within a customer’s allowed access window (e.g., 9 AM–12 PM). Where should this constraint be configured so the scheduling engine respects it automatically?

A company sells a service contract that entitles customers to two preventive maintenance visits per year for a specific installed product. Which Field Service objects best support tracking entitlement and generating the work?

Technicians frequently work in areas with poor connectivity and need access to work orders, service appointments, and checklists. What is the recommended approach to ensure a consistent offline experience in the Field Service mobile app?

A dispatcher needs to prevent scheduling a service appointment unless the assigned technician has a required certification (e.g., HVAC Level 2). Which configuration best enforces this during scheduling?

Service appointments are being scheduled, but travel time is consistently underestimated. The company wants scheduling to account for realistic drive times between jobs. What should the consultant recommend?

A company wants technicians to capture parts used and automatically decrement truck inventory, while also enabling replenishment when stock drops below a threshold. Which solution best fits Field Service capabilities?

A service manager needs a dashboard showing first-time fix rate and average time to complete by work type, filtered by service territory. What should be used to build this with minimal customization?

Work Orders are created from Cases. The business wants the Work Order’s priority and customer contact to populate automatically and stay consistent with the originating Case. What is the best practice approach?

A company uses an external ERP to manage parts availability and wants Field Service to display near-real-time stock by warehouse and technician van during scheduling and mobile execution. What integration pattern is most appropriate?

After enabling optimization, some service appointments are not being assigned even though technicians appear available. The appointments require two technicians to work together at the same time. What configuration is most likely missing?

A dispatcher wants to prevent scheduling a technician on work that requires a certification (e.g., high-voltage) unless the technician has that certification recorded in Salesforce. Which Field Service configuration best supports this requirement?

A company sells service contracts that include two preventive maintenance visits per year for covered assets. The business wants covered visits to be tracked and prevented from exceeding the included quantity. Which approach best meets the requirement using standard Field Service capabilities?

A technician reports that the Field Service mobile app is not showing newly assigned appointments while offline. After reconnecting, the appointments appear. What is the most likely cause?

A dispatch team uses the Gantt to schedule work. They want the system to automatically avoid assigning appointments outside a technician’s working hours and respect planned absences (vacation). Which configuration set best supports this?

A company wants to ensure that when a Work Order is created from a Case, the correct Work Type and required skills are applied automatically based on the Case’s Product and Priority. What is the recommended design?

A technician must capture customer consent and a signature at job completion, even when working offline. Which Field Service mobile capability should be used?

Management wants a dashboard showing appointment completion rate, average time on site, and first-time fix rate by service territory. What is the best data approach to enable these metrics with minimal custom development?

A company integrates an external ERP that generates part orders and shipping updates. They want those updates to appear on the relevant Work Order and be visible to technicians. Which integration pattern is most appropriate and scalable?

After enabling optimization, dispatch notices the optimizer frequently assigns jobs to technicians who have availability but lack the required skills, causing rework. Skills are configured on technicians and skill requirements exist on Work Types. What is the most likely configuration gap?

A global service organization has multiple business units that require different appointment statuses, mobile flows, and dispatch processes. They want to minimize admin overhead while keeping configurations separated where necessary. Which approach best supports this design?

A dispatcher wants to quickly confirm whether a technician will be paid correctly for overtime work. Where in Field Service should the consultant direct them to configure overtime calculation rules for service appointments?

A company wants to prevent dispatchers from scheduling Service Appointments outside of a customer site’s allowable access times (for example, only 9am–5pm weekdays). What is the recommended configuration?

A company uses Work Orders with multiple steps (diagnose, repair, test) and wants technicians to report time and parts separately for each step. Which configuration best supports this requirement?

A dispatcher reports that optimized schedules frequently assign a technician without the required certification, even though the Service Appointment has Required Skills. Which is the most likely cause?

A technician using the Field Service mobile app must capture a customer signature and attach it to the Service Report before completing the appointment. What is the best way to enforce this process?

A company wants technicians to work offline and still view their assigned Service Appointments, related Work Order details, and a checklist of tasks. Which approach best supports offline productivity?

A Field Service manager wants a dashboard showing: average travel time vs. work time per technician, first-time fix rate, and appointment completion trends. What is the recommended data strategy for reliable analytics?

A global organization wants to schedule work using different optimization goals per region (for example, minimize travel in urban areas, maximize SLA compliance in rural areas). What is the best design approach?

An ERP system is the system of record for parts inventory. Technicians must see available parts and consume them on a Work Order while offline, then sync usage back to the ERP. What integration pattern is most appropriate?

A company uses Entitlements and Service Contracts. They want Work Orders to automatically reflect whether labor should be billed based on contract coverage, and to prevent dispatch if coverage is expired. What is the best solution design?

A dispatcher wants to ensure that when a Work Order is created from a Case, the Work Order automatically inherits the Account, Contact, and Entitlement information from the Case. What should the consultant configure to meet this requirement with the least customization?

A field service organization wants technicians to capture a customer signature at job completion, even when offline. Which standard capability best supports this requirement on the Field Service mobile app?

A company wants to prevent technicians from being scheduled for jobs that require a certification they do not have. Which configuration best enforces this during scheduling?

A service manager wants to see which technicians are completing the most jobs and which are missing SLAs. Which out-of-the-box analytics approach should a consultant recommend first?

A company uses multiple operating regions. Each region has its own working hours and holidays, and service appointments must respect local time and non-working days when scheduling. What should the consultant configure?

Technicians report that they can see all Work Orders in the mobile app, including those outside their territory. The business wants technicians to see only records assigned to them or relevant to their territory. What is the best practice to address this?

A dispatcher wants the scheduling policy to prioritize appointments with the earliest due date, but also minimize travel time when due dates are similar. Which configuration aligns best with this requirement?

A company sells service contracts that include a fixed number of annual maintenance visits. They want to automatically create a Work Order when a customer is entitled and track consumption of included visits. What is the most appropriate standard approach?

A company integrates an external ERP that creates Work Orders in Salesforce. They need to ensure that creation of a Work Order also generates the correct Work Order Line Items based on a Work Type and then triggers scheduling. What is the best architecture pattern to minimize coupling and ensure maintainability?

Optimization is producing schedules that technically meet time windows but frequently assign technicians with long drives, causing overtime and missed breaks. The business wants the optimizer to strongly respect technician breaks and reduce overtime, even if that means leaving some appointments unscheduled. What should the consultant recommend?

A dispatcher notices that when scheduling Service Appointments, the suggested candidates sometimes include technicians who are not certified for the required work. The Service Appointment requires a specific skill. Which configuration ensures only appropriately qualified resources are suggested?

A field technician needs to view the customer’s asset history and record parts used while in a basement with no connectivity. Which capability best supports this requirement in the Field Service mobile app?

A service organization wants to renew maintenance coverage annually and automatically associate covered assets with the customer’s entitlement. Which standard object should be used to represent this coverage agreement?

A company uses a third-party route optimization tool. They want dispatchers to run an optimization from Salesforce and then have the recommended technician and time window written back to each Service Appointment for final review before dispatch. What is the most appropriate integration pattern?

A dispatcher reports that scheduling fails for some Service Appointments with the message that no eligible resources are available, even though technicians appear free on the Gantt. The affected appointments require 2 technicians. What is the most likely configuration issue?

Technicians should capture consumed parts on a Work Order and automatically decrement truck stock. The company uses inventory locations per technician vehicle. Which configuration best supports this process end to end?

A Field Service manager needs to analyze first-time fix rate by Work Type and by technician over time. The company wants a scalable approach that does not rely on manual spreadsheet calculations. What should a consultant recommend?

A company wants technicians to start navigation from the Field Service mobile app using their preferred maps provider. Some technicians use Apple Maps, others use Google Maps. What is the best practice approach?

A global service organization needs to optimize scheduling across territories while ensuring compliance with complex business rules: minimize travel, respect skills, enforce meal breaks, and prioritize premium customers. They also want to run bulk optimization overnight and ad-hoc optimization during the day. Which approach best meets these needs?

A company integrates an external ERP to create Work Orders in Salesforce. They must prevent duplicate Work Orders when the ERP retries messages and ensure that any subsequent updates are applied to the same Salesforce record. What is the most robust design pattern?