Salesforce fsl-201 practice test

Implementing Field Service Lightning Exam

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Viewing questions 1-15 out of 105


Question 1

Universal Containers schedules jobs that require multiple steps when on-site. They would like to add
a new status to the existing status flow. Which two configurations need to be set up? Choose 2
answers.

  • A. Add the allowed Status Transitions in Field Service Settings.
  • B. Add new Status to the Work Order
  • C. Add the Status Transitions to the Technicians’ Profile.
  • D. Add new Status to the Service Appointment.
Answer:

C, D

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Question 2

Over 70% of Universal Containers sales are made by Field Technicians during on-site, customer
visits, Many times, after selling a product, they will install the product as part of the current body of
work. How should a Consultant recommend accomplishing this in the Field Service mobile app?

  • A. Create a New Task linked to the Contact and assign to a Sales Rep.
  • B. Add a “Create Opportunity” Quick Action to the Work Order Line Item.
  • C. Create a custom Visualforce page to create a new Opportunity.
  • D. Add an “Upsell” Quick Action to the Account that creates a new Work Order
Answer:

B

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Question 3

What is the most efficient way for a Consultant to keep Technicians proactively informed about
updates to their Service Appointments and Work Orders in the Field Service mobile app?

  • A. Utilize Schedules Jobs from the Field Service Admin app.
  • B. Enable Notifications in Field Service Settings.
  • C. Utilize Triggers to send emails to relevant users.
  • D. Enable Push Notifications in the Service Console app.
Answer:

B

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Question 4

Universal Containers wants to process mobile payments. How can this requirement be met?

  • A. Attach a picture of the credit card
  • B. Add a custom filed to store the credit card number
  • C. Create a custom payments object
  • D. Install an AppExchange package.
Answer:

D

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Question 5

Universal Containers (UC) wants to generate Work Orders from their Customer Service Cases. UC
would like the Work Order to be linked to the Case and have the Customer Service Representative
select a pre-defined template for the Work Order within the Service Console. Which two items
should a Consultant recommend in order to achieve this? Choose 2 answers

  • A. Add the Work Order Quick Action on the Case.
  • B. Use Work Types to achieve pre-defined templates.
  • C. Add the Work Order Quick Action on the Account.
  • D. Use Record Types to achieve pre-defined templates.
Answer:

A, B

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Question 6

Universal Containers is looking to implement Entitlement Management to meet the following
requirements: Any employee from the customer account is eligible for support. Specific purchased
products are eligible for support. What Objects should be set up for Entitlement Management?

  • A. Accounts and Assets
  • B. Contacts and Service Contracts
  • C. Accounts and Service Contracts
  • D. Contracts and Assets
Answer:

C

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Question 7

Universal Containers sells products that are made up of serialized components. Field Technicians
often need to work on a specific component. How should a Consultant recommend tracking the
products a customer buys so Work Orders can be assigned to a component?

  • A. Use Work Orders and define a hierarchy.
  • B. Use Orders and Order Products.
  • C. Use Products and Product Families.
  • D. Use Assets and define a hierarchy.
Answer:

B

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Question 8

Universal Containers utilizes two contractors, Contractor 1 and Contractor 2, to perform repair work,
Contractor 1 has provided service longer for Universal Containers and is considered to have more
repair work expertise than Contractor 2. How should a Consultant configure this expertise for
Contractor 1 versus Contractor 2?

  • A. Assign Contractor 2 as an excluded Resource.
  • B. Assign Contractor 1 and 2 different capacities for repair work.
  • C. Assign Contractor 1 as a Preferred Resource.
  • D. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.
Answer:

C

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Question 9

Universal Containers wants ensure that inventory needed for repair jobs is tracked and managed so
Technicians have the material for their jobs. Which two ways should a Consultant recommend
tracking these inventory requirements in Salesforce? Choose 2 answers

  • A. Products Required for Service Resources
  • B. Products Required for Service Appointments
  • C. Products Required for Work Order Line Items
  • D. Products Required for Work Orders
Answer:

C, D

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Question 10

What set of configurations make up Scheduling Policies and let companies adhere to their business
constraints and preferences?

  • A. Service Objectives and Work Types
  • B. Service Objectives and Work Rules
  • C. Service Levels and Work Rules
  • D. Service Contracts and Service Levels.
Answer:

B

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Question 11

Universal Containers provides prompt service and has multiple service levels for different customers.
Over 50% of Service Appointments are created on the same day they need to be completed. As a
result, a Technicians daily schedule can change multiple times throughout the day. What method of
dispatching should a Consultant recommend implementing?

  • A. Automatically schedule unscheduled services to available Resources.
  • B. Automatically Dispatch Service Appointments using Drip Feed.
  • C. Automatically change the status to Dispatched of all Service Appointments.
  • D. Automatically run Optimization Background Job every hour.
Answer:

B

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Question 12

Universal Containers performs service on field assets that require a sequence of work tasks. A
Consultant has recommended Work Order Line Items to manage the tasks and assets/parts
necessary to manage the work. Which two of the following must be considered as part of this
solution to ensure Work Orders are properly completed? Choose 2 answers

  • A. Use of Standard Reports to view Parent and Root Work Order Lines Items within Work Orders by Customer.
  • B. Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to Work Order.
  • C. Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.
  • D. Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.
Answer:

C, D

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Question 13

Universal Containers is evaluating a strategy for reducing the cost of service using automated
scheduling. Which two approaches will contribute to this goal? Choose 2 answers

  • A. Reduced Work Orders per Shift.
  • B. Reduced Overtime per Work Order.
  • C. Reduced Travel Time per Work Order.
  • D. Reduced Absences per Employee.
Answer:

B, C

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Question 14

Dispatches at Universal Containers want to ensure the Resource being assigned to a Work Order has
the correct training. What should a Consultant implement to accomplish this requirement?

  • A. Set up Service Locations, Set up Location Skills, Define Work Types
  • B. Define Work Types, Define Work Order Status, Set up Resource Skills
  • C. Define Skills, Set up Skill Requirements, and Set up Resources Skills
  • D. Set up Skill Requirements, Define Work Types, Set up Routing Rules.
Answer:

C

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Question 15

Universal Containers provides installation, repair, and consulting services. When Technicians
complete the work, they need to provide different reports for the installation, repair, and consulting
services. Which two configurations should a Consultant recommend to meet this requirement?
Choose 2 answers

  • A. Assets
  • B. Product Templates
  • C. Work Types
  • D. Service Report Templates
Answer:

C, D

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