Salesforce Certified Field Service Consultant (FS-Con-101) Exam - Topic 1 Question 91 Discussion

Actual exam question for Salesforce's Salesforce Certified Field Service Consultant (FS-Con-101) exam

Question #: 91
Topic #: 1

[All Salesforce Certified Field Service Consultant (FS-Con-101) Questions]

When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there are no milestones listed when viewing the record.

How should this issue be resolved?

AMake sure the case entitlement record is being shared with the service resource.

BAdd work order milestones after the case milestones to the entitlement process.

CEnsure the work order entitlement is related to the same process as the case entitlement.

DCreate a separate entitlement process associated to the work order object.

Show Suggested Answer

Suggested Answer: D

An entitlement process is a timeline that shows every step and milestone involved in delivering support to a customer. To use milestones on work orders, a separate entitlement process associated to the work order object must be created and activated. Modifying the user's profile, updating public group membership, or assigning a Field Service Mobile License to the user would not enable milestones on work orders. Reference: https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.entitlements_process_create.htm&type=5

by Valentine at Jan 05, 2026, 05:16 AM

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Frank

5 days ago

Option B is a bit of a head-scratcher. Why add more milestones when the issue is with the existing ones?

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Andra

11 days ago

D looks like the easiest solution, but I'd double-check the other options first. Gotta cover all the bases.

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Viola

16 days ago

Haha, I bet the techs are scratching their heads on this one. Milestones are like the GPS of support cases.

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Virgina

21 days ago

Option C seems like the way to go. Gotta make sure the work order and case entitlements are aligned.

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Tran

26 days ago

Creating a separate entitlement process for the work order seems like a last resort. I feel like we should explore the existing processes first.

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Simona

1 month ago

I recall that sharing the case entitlement record with the service resource could be important, but I'm not convinced it's the main issue here.

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Carry

1 month ago

I'm not entirely sure, but I remember something about adding milestones to entitlement processes. Maybe option B is the right way to go?

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Rutha

1 month ago

I think we might need to check if the work order entitlement is linked to the same process as the case entitlement. That sounds familiar from our practice sessions.

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Benton

2 months ago

This seems straightforward to me. The issue is that the work order entitlement isn't set up correctly, so the milestones aren't being applied. I'd go with option C and ensure the work order entitlement is related to the same process as the case entitlement.

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Kanisha

2 months ago

I think option C is the way to go here. If the work order entitlement isn't related to the same process as the case entitlement, that could definitely cause the milestones not to show up. I'd double-check that and make sure they're linked properly.

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Octavio

2 months ago

Okay, let me think this through. It sounds like the milestone component was added to the work order record page, but the milestones aren't actually showing up. I'd start by checking the entitlement process to make sure the work order is properly associated with it.

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Vanesa

2 months ago

I'm a bit confused by this question. It seems like there's an issue with milestones not showing up on work orders, but I'm not sure exactly what the problem is.

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