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

Universal Containers (UC) wants to track all customer work requests. UC has no requirement to track where the work originated from, but does need the requests tied to the customers account. What should a Consultant recommend to track these work requests?

• Cases Only B. Cases, Work Orders, and Tasks C. Work Orders and Cases D. Work Orders only
• Cases, Work Orders, and Tasks
• Work Orders and Cases
• Work Orders only

Universal Containers (UC) Technicians are required to record actual work duration against baseline estimates at the Work Order Line Item Level for certain tasks. How can this be supported using standard fields and features?

• Create Work Types for all tasks requiring an estimated versus baseline value. Train Service Technicians to select the appropriate Work Type, and then update the Duration field on the Work Order Line Item. B. Train Dispatchers to update the Duration field when Work Orders are created. Train Service Technicians to select the appropriate Work Type, and then update the Duration field on the Work Order Line Item. C. Create Knowledge Articles with the baseline durations for each Product. Train Service Technicians to associate the appropriate Knowledge Article, and then update the Duration field on the Work Order Line Item. D. Create Work Types for all tasks requiring an estimated versus baseline value. Train Service Technicians to select the appropriate Work Type, and then update the Duration field on the Work Order.
• Train Dispatchers to update the Duration field when Work Orders are created. Train Service Technicians to select the appropriate Work Type, and then update the Duration field on the Work Order Line Item.
• Create Knowledge Articles with the baseline durations for each Product. Train Service Technicians to associate the appropriate Knowledge Article, and then update the Duration field on the Work Order Line Item.
• Create Work Types for all tasks requiring an estimated versus baseline value. Train Service Technicians to select the appropriate Work Type, and then update the Duration field on the Work Order.

Universal Containers is concerned about the decrease in Asset Uptime metrics. Which two actions should a Consultant recommend?

• Establish a Preventative Maintenance program for their install base. B. Integrate IoT data from their install base to detect asset issues. C. Launch a feedback survey to their install base and follow up on results. D. Review existing contracts for obsolete provisions and requirements.
• Integrate IoT data from their install base to detect asset issues.
• Launch a feedback survey to their install base and follow up on results.
• Review existing contracts for obsolete provisions and requirements.

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 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.

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?

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

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.

A Field Service Technician wants the ability to view a list of currently available parts on another Technicians truck. The Technician will then have ability to request the part(s) from the other Technician. What should a Consultant recommend to view and transfer parts between Technicians?

• Build a solution to utilize the Work Order reporting module to view the truck stock and request transfer of stock. B. Build a solution to view the Technicians truck stock and create a custom process to request transfer to stock. C. Build a solution to utilize the Parts transfer functionality to view the truck stock and request transfer of stock. D. Build a solution to utilize the Asset inventory functionality to view the truck stock and request transfer of stock.
• Build a solution to view the Technicians truck stock and create a custom process to request transfer to stock.
• Build a solution to utilize the Parts transfer functionality to view the truck stock and request transfer of stock.
• Build a solution to utilize the Asset inventory functionality to view the truck stock and request transfer of stock.

Which two configurations can companies add to brand the Field Service mobile app?

• Company logo B. Company Colors C. Company style sheets D. Company address
• Company Colors
• Company style sheets
• Company address

Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only. How can this be configured?

• Include the Match Territory Work Rule in the Scheduling Policy. B. Mark the Service Territorys Resources as Required on the Service Appointments. C. Ensure the Resources Address is in the same Match Territory as the Service Appointments. D. Include the Resource Availability Work Rule in the Scheduling Policy.
• Mark the Service Territorys Resources as Required on the Service Appointments.
• Ensure the Resources Address is in the same Match Territory as the Service Appointments.
• Include the Resource Availability Work Rule in the Scheduling Policy.