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Salesforce - Implementing Field Service Lightning Question and Answers

Salesforce - Implementing Field Service Lightning

Last Update Mar 28, 2024
Total Questions : 105

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Questions 1

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?

Options:

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.

Discussion 0
Questions 2

Universal Containers is implementing Field Service Lightning in multiple European Countries, where pricing varies by product. Which two options should a Consultant recommend when considering the setup and configuration of Price Books?

Options:

A.  

Utilize Standard Global Service Price Book Entries.

B.  

Utilize multiple country-specific Price Books.

C.  

Utilize country-specific Price Book Entries.

D.  

Utilize the standard Salesforce Price Book.

Discussion 0
Questions 3

Universal Containers performs multi-staged jobs, where the second job can only begin after completion of the first job. How should a Consultant recommend implementing this process?

Options:

A.  

Create two Service Appointments, set the Related Service Appointment and Time Dependency.

B.  

Create one Service Appointment with the total duration of the two jobs and assign two Resources.

C.  

Create two Service Appointments and schedule them to the same Resource.

D.  

Create one Service Appointment and schedule it to two different Resources.

Discussion 0
Questions 4

The Dispatcher at Universal Containers would like to schedule Service Appointments from the Dispatcher’s Console while taking the Scheduling Policy into consideration. Which three options are available to the Dispatcher? Choose 3 answers

Options:

A.  

Select a Service Appointment from the list, press the “Edit” action and allocate the Resource.

B.  

Select a Service Appointment from the list and press the “Schedule” action.

C.  

Select multiple Service Appointments from the list and bulk schedule them.

D.  

Select a Service Appointment from the list, press the “Candidates” action, and select the best time slot.

E.  

Select a Service Appointment from the list, press the “Change Status” action and “Dispatch.”

Discussion 0
Questions 5

A Technician is onsite where there is no connectivity and is required to capture the customer’s signature. What is the appropriate order of operations as the Technician goes back online?

Options:

A.  

Capture signature, update record, sync device, deliver Service Report.

B.  

Deliver Service Report, capture signature, update record, sync device.

C.  

Deliver Service Report, update record, sync device, capture signature.

D.  

Capture signature, sync device, update record, deliver Service Report.

Discussion 0
Questions 6

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?

Options:

A.  

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.

Discussion 0
Questions 7

Universal Containers wants Service Managers to quickly identify location and status changes in the lifecycle of a specific component in a customer’s install base. What should a Consultant recommend to track the lifecycle?

Options:

A.  

Utilize lifecycle Object tracking on Assets.

B.  

Utilize Field History Tracing on Assets.

C.  

Utilize custom fields for change tracking on Assets.

D.  

Utilize a Work Order related list on Assets.

Discussion 0
Questions 8

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

Options:

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.

Discussion 0
Questions 9

Universal Containers has an initiative to increase customer satisfaction by committing preferred resources to accounts and providing prompt service. Which two Scheduling Policies would assist to meet this initiative? Choose 2 answers

Options:

A.  

Soft Boundaries

B.  

Customer First

C.  

High Intensity

D.  

Emergency Policy

Discussion 0
Questions 10

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

Options:

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.

Discussion 0
Questions 11

Containers wants to offer their Field Technicians a more limited view of Work Orders and Service Appointments in the Field Service mobile app compared to their Dispatchers. What should a Consultant recommend so the Field Technician sees only the necessary fields?

Options:

A.  

Field Technician Page Layouts

B.  

Field Technician Visualforce Pages

C.  

Field Technician Field Sets

D.  

Field Technician Mini-Page Layouts

Discussion 0
Questions 12

Universal Containers wants to provide Dispatchers with Account and Asset details when they hover over each Service Appointment. How should a Consultant recommend implementing this feature?

Options:

A.  

Create CSS in the Dispatcher’s Console.

B.  

Add Fields on the Page Layout.

C.  

Use Lookup Fields.

D.  

Configure Field Sets on the Service Appointment.

Discussion 0
Questions 13

Universal Containers’ DSO (Days Sales Outstanding) is at an all-time high, and they are evaluating way to shorten the collection time. What will help reduce DSO?

Options:

A.  

Require Technicians log all non-billable hours.

B.  

Require customer signature on billable Work Orders

C.  

Require approval on all Installations.

D.  

Require Technicians sign-off on Work Orders.

Discussion 0
Questions 14

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.

Options:

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.

Discussion 0
Questions 15

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

Options:

A.  

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.

Discussion 0