Free Implementing Field Service Lightning Exam FSL-201 Exam Practice Test

Universal Containers maintains their service level agreements at the customer level only. How can a Consultant ensure agents can verify coverage?

• Create Milestones, set up Entitlement Process, display the related List on the Work Order Page Layout.B. Set up Entitlement Process, set up Service Contracts, display the related List on the Contact page Layout.C. Create Contract Line Items, set up Entitlement Process, display the related List on the Asset Page Layout.D. Create Milestones, set up Entitlement Process, display the related List on the Account Page Layout.
• Set up Entitlement Process, set up Service Contracts, display the related List on the Contact page Layout.
• Create Contract Line Items, set up Entitlement Process, display the related List on the Asset Page Layout.
• Create Milestones, set up Entitlement Process, display the related List on the Account Page Layout.

Universal Containers would like to enforce a 48-hour SLA to ensure that Technicians perform certain follow-up activities after they leave a customer site. The starting point of the SLA is when the Work Order Status is set to Technician Wrap Up. The Technician is required to provide confirmation that wrap up is completed. Which three configurations should a Consultant implement to ensure this can be achieved? Choose 3 answers

• Create an Entitlement Process which has entry criteria for Status = Technician Wrap Up.B. Create a Milestone which has entry criteria for Status = Technician Wrap Up.C. Create custom fields to capture that the Wrap UP Activities have been completed.D. Create a Workflow to close the Milestone when the Wrap Up is complete.E. Create a Process Builder to close the Milestone when the Wrap Up is complete.
• Create a Milestone which has entry criteria for Status = Technician Wrap Up.
• Create custom fields to capture that the Wrap UP Activities have been completed.
• Create a Workflow to close the Milestone when the Wrap Up is complete.
• Create a Process Builder to close the Milestone when the Wrap Up is complete.

Universal Containers wants their Technicians to capture potential up-sell opportunities identified during site visits that will then be addressed by the inside sales team. What Configuration will support this requirement?

• Create a Service Appointment Quick Action to create a Lead record and add it to the appropriate page layout.B. Create a Web-to-Lead page that submits to the inside sales team. Add a link to the Case Page Layout.C. Create a Public Group for the inside sales team, and share Work Orders to the group via Sharing Rules.D. Configure a Flow against Cases that auto-creates leads and assigns them to the insides sales team Queue.
• Create a Web-to-Lead page that submits to the inside sales team. Add a link to the Case Page Layout.
• Create a Public Group for the inside sales team, and share Work Orders to the group via Sharing Rules.
• Configure a Flow against Cases that auto-creates leads and assigns them to the insides sales team Queue.

Universal Containers has a Partner Community. Work Orders are assigned to these partners. Partners are not interacting with Service Appointments or Service Resources. How would a Partner user update the Work Order record from a mobile device?

• Field Service mobile appB. Salesforce MobileC. Salesforce1D. Salesforce Touch
• Salesforce Mobile
• Salesforce1
• Salesforce Touch

Universal Containers (UC) wants to customize Service Reports provided to customers at sign-off. Which three options are available through configuration in Field Service Lightning?

• Add additional page to End Section of report.
• Add additional field to Address Section of report.
• Add additional filed to General Section of report.
• Add additional image to Detail Section of report.
• Add additional dates in Date Section of report.

Universal Containers wants to give Field Technicians the ability to create follow-up appointments if they are unable to complete w Work Order due to missing inventory. What should a Consultant implement to meet this requirement?

• Implement a Macro to generate Service Appointments on the existing Work Order.B. Implement a Quick Action to create a new Work Order Line Item on the existing Work Order.C. Implement a Quick Action to create a new Service Appointment on the existing Work Order.D. Implement a Custom Button to Create a Service Appointment on the existing Work Order.
• Implement a Quick Action to create a new Work Order Line Item on the existing Work Order.
• Implement a Quick Action to create a new Service Appointment on the existing Work Order.
• Implement a Custom Button to Create a Service Appointment on the existing Work Order.

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

• 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.
• Use Work Types to achieve pre-defined templates.
• Add the Work Order Quick Action on the Account.
• Use Record Types to achieve pre-defined templates.

Universal Containers provides prompt service and has multiple service levels for different customers. Over50% of Service Appointments are created on the same day they need to be completed. As a result, aTechnicians daily schedule can change multiple times throughout the day. What method of dispatching should a Consultant recommend implementing?

• 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.
• Automatically Dispatch Service Appointments using Drip Feed.
• Automatically change the status to Dispatched of all Service Appointments.
• Automatically run Optimization Background Job every hour.

Universal Containers has a large filed service team with complex logistics process. Some of the field service data and pricing is managed in applications outside of Salesforce. The Consultant recommended bringing some data into Salesforce to streamline reporting for Field Service Managers. What report would be improved by integrating financial data from an outside system?

• First time fix rate: The percentage of on-site service requests resolved on the first visit.B. Service Technician utilization: Technician wrench time per month divided by the number of work hours in a given month.C. Average time to repair: The average time required to repair or install as asset.D. Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to repair or install an asset or respond to a service call.
• Service Technician utilization: Technician wrench time per month divided by the number of work hours in a given month.
• Average time to repair: The average time required to repair or install as asset.
• Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to repair or install an asset or respond to a service call.

When should both the Root Work Order and Root Work Order Line Item fields be added to page layouts?

• When a service process dictates that there are two levels in a Work Order Hierarchy and two levels in the Work Order Line Hierarchy. (Parent Work Order can be used)B. When a service process dictates that there is a single level in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.C. When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.D. When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than a single level in the Work Order Line Hierarchy.
• When a service process dictates that there is a single level in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.
• When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.
• When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than a single level in the Work Order Line Hierarchy.