Salesforce - Implementing Field Service Lightning Practice Tests 2024 | Pass FSL-201 with confidence!
Practice Field Service Lightning program FSL-201 exam. Online Exam Practice Tests with detailed explanations!
If you are interested in taking the FSL-201 exam, Salesforce offers a range of resources to help you prepare, including online training modules, study guides, and practice exams. By passing the exam, you will become a certified Salesforce Field Service Lightning Implementation Specialist, which can help you advance your career and open up new opportunities in the field of field service management.
NEW QUESTION # 99
An agent has to create a Work Order for a complex installation. A Work Order Line Item is created for each required component so it can be tracked and priced separately. However, a few of the components are only on the company's Preferred Price Book while the others are on the U.S. Price Book.
Which solution should a Consultant recommend so the agent can meet this requirement?
- A. Create one Work Order and add Work Order Line Items based on the Price Book selected on the Work Type.
- B. Create one Work Order for each Price Book and add Work Order Line Items to the appropriate Work Order based on its Price Book.
- C. Create one Work Order for each Price Book and use Work Types to assign the Price Book to each Work Order Line Item.
- D. Create one Work Order and override the price on Work Order Line Items for products on the Preferred Price Book.
Answer: D
Explanation:
A Work Order can have only one Price Book associated with it, which is determined by the Price Book selected on the Work Type. To use products from different Price Books on the same Work Order, the price on Work Order Line Items for products on other Price Books can be overridden manually or by using automation tools such as Process Builder or Apex triggers. Creating one Work Order for each Price Book or using Work Types to assign Price Books to each Work Order Line Item would not allow using products from different Price Books on the same Work Order. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5
NEW QUESTION # 100
Universal Containers has a requirement for all accounts that do NOT qualify for a business extension (Custom field on the account record) for the next month to send a meeting invite to their contacts from the marketing automation system to discuss the next steps. It is estimated there will be approximately 1MilIion contacts per month.
What is the recommended solution?
- A. Use Trigger.
- B. Use Time-based workflow rule.
- C. Use Batch Apex.
- D. Use Process builder.
Answer: C
NEW QUESTION # 101
Universal Containers wants to limit their Technicians' view of Work Orders and Service Appointments in the Salesforce Field Service mobile app.
What should a Consultant recommend to control their Technicians' view?
- A. Page Layouts
- B. Mini-Page Layouts
- C. Visualforce Pages
- D. Field Sets
Answer: A
NEW QUESTION # 102
A service technician at Ursa Major Solar handles yearly maintenance checks. The job usually lasts 2 to 3 hours. Due to the lack of customer availability, many appointments are cancelled or need to be rescheduled at the last minute.
Which two features would be most helpful in aiding the dispatcher with updated schedules for technicians?
Choose 2 answers
- A. Resource Schedule Optimization
- B. In-day Optimization
- C. Reshuffle
- D. Group Nearby
Answer: B,C
Explanation:
Reshuffle allows the dispatcher to automatically reschedule service appointments for a specific date range based on the current schedule and optimization rules1. In-day Optimization allows the dispatcher to optimize the schedule for a specific resource or territory based on real-time events such as cancellations or delays2. Reference: 1 https://help.salesforce.com/s/articleView?id=sf.fs_reshuffle.htm&type=5 2 https://help.salesforce.com/s/articleView?id=sf.fs_in_day_optimization.htm&type=5
NEW QUESTION # 103
Technicians earn certifications that must be renewed periodically to ensure their skills remain up to date.
How can these certifications be managed on the Resource?
- A. Add the Resource Skill and set the End Date.
- B. Add the Resource Skill and track certification using reminder.
- C. Add the Resource Skill and remove from the Service Territory once expired.
- D. Add the Resource Skill and create Absence once expired.
Answer: A
NEW QUESTION # 104
The field service administrator at Ursa Major Solar updates the skills required on the most common work types to adapt to the increasing complexity of jobs. This change has led to many service appointments to be in violation. There is a global optimization job set up to run nightly that has been working correctly up until this point. The administrator needs to understand why the jobs are still scheduled to resources that lack the appropriate skill level.
What are two reasons appointments remain in violation and are not reassigned?
Choose 2 answers
- A. There are no service resources available with the required skill levels.
- B. Global optimization doesn't reschedule appointments that have rule violations.
- C. The optimizer uses a scheduling policy different from what is used on the dispatch console.
- D. The territory of the resources was not included in the global optimization request.
Answer: A,B
Explanation:
Global optimization is a process that reschedules all service appointments within a specified time frame based on predefined criteria such as travel time or priority[82]. Global optimization doesn't reschedule appointments that have rule violations because it assumes that those appointments are manually scheduled by dispatchers for valid reasons[83]. There are no service resources available with the required skill levels because updating the skills required on the most common work types has increased the complexity of jobs and reduced the pool of qualified resources[84]. The optimizer uses a scheduling policy different from what is used on the dispatch console would not explain why the jobs are still scheduled to resources that lack the appropriate skill level. Scheduling policies are records that define the optimization criteria for scheduling service appointments such as minimizing travel time or maximizing resource utilization[85]. The territory of the resources was not included in the global optimization request would not explain why the jobs are still scheduled to resources that lack the appropriate skill level. Global optimization requests are records that specify which service territories and time frames should be optimized[86]. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_faq.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_requests_overview.htm&type=5
NEW QUESTION # 105
A Field Technician from Universal Containers arrived onsite for an appointment, and unfortunately the customer was not present. UC wants to ensure they can track these customer no-show events for future process improvement.
What process should a Consultant recommend to handle this situation?
- A. Set the existing Service Appointment status to Complete; Create a new Work Order and Service Appointment for the follow-up trip.
- B. Set the existing Service Appointment status to Cannot Complete; Create a new Work Order Line Item for the follow-up trip.
- C. Set the existing Service Appointment status to In Progress; Create a new Work Order and Service Appointment for the follow-up trip.
- D. Set the existing Service Appointment status to Cannot Complete; Create a new Service Appointment against the same Work Order for the follow-up trip.
Answer: D
NEW QUESTION # 106
Universal Containers wants to reduce its mean-time-to-service.
Which three Field Service processes should a Consultant recommend to accomplish this goal? Choose 3 answers
- A. Customer Entitlements
- B. Adjust Scheduling Policy
- C. Dispatching
- D. Knowledge Base
- E. Scheduling
Answer: C,D,E
Explanation:
Scheduling, dispatching, and knowledge base are three field service processes that can help reduce the mean-time-to-service. Scheduling is the process of assigning service appointments to resources based on their availability, skills, and location. Dispatching is the process of sending service appointments to resources and tracking their status and location. Knowledge base is a repository of articles that provide information and solutions for common issues and questions.
NEW QUESTION # 107
Universal Containers wants to prevent the lunch break from interfering with existing scheduled work.
How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1 PM?
- A. Use appropriate Resource Operating Hours.
- B. Create Resource Absences every day.
- C. Create a recurring Service Appointment.
- D. Use the Resource Availability Rule.
Answer: B
NEW QUESTION # 108
Service Appointments in a "Cannot Complete" status may indicate that an additional part or expert assistance is needed to complete the work. Universal Containers defined that Service Appointments in a "Cannot Complete" status are unable to be rescheduled or unscheduled for history tracking purposes.
Which two items should the Consultant recommerd to meet the requirement?
Choose 2 answers
- A. Define "Cannot Complete" as a Pinned Status for Scneduling and Optimization Services
- B. Ensure that Status Transitions are configured to allow the status update from "Cannot Complete" to "Scheduled."
- C. Ensure that Status Transitions are configured to prevent the up3Ste from "Cannot Complete" to
- D. Define "Cannot Complete" as a Pinned Starus for Auto-Dispatch Services
Answer: A,C
NEW QUESTION # 109
To prepare for an upgrade, a mobile technician creates a product request for three circuit boards to be sent from the main warehouse to the customer site. The completed job needs two of the boards. Which two Field Service tools should the technician use to return the unused circuit board to the warehouse? Choose TWO answers
- A. Product Receipt
- B. Return Order
c. Product Transfer - C. Work Order
Answer: A,B
Explanation:
The technician would use a Return Order to create a return for the unused circuit board. The Return Order would specify the quantity of the product being returned, the reason for the return, and the shipping address. The technician would then use a Product Receipt to record the receipt of the returned product. The Product Receipt would specify the quantity of the product received, the condition of the product, and the location of the product.
The other two options are incorrect because they are not used to return products. A Work Order is used to track the work that needs to be done on a product or service. A Product Transfer is used to move products from one location to another.
NEW QUESTION # 110
Northern Trail Outfitters has several business units (BU) and each BU uses specific data extensions, like Product Information.
How should they configure these data sources7
- A. A Share data extensions from the top-level BU.
- B. Give users the Administrator Role so they can see all of the data.
- C. Create a local copy of the product data in each BU.
- D. Use the File Transfer Activity to import data into each BU.
Answer: A
NEW QUESTION # 111
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. Use Work Types to achieve pre-defined templates.
- B. Add the Work Order Quick Action on the Account.
- C. Add the Work Order Quick Action on the Case.
- D. Use Record Types to achieve pre-defined templates.
Answer: A,C
NEW QUESTION # 112
Universal Containers has an initiative to reduce their carbon footprint. What factor should a Consultant recommend using in a Scheduling Policy to meet the above requirement?
- A. Remove the ASAP Service Objective.
- B. Give the Minimize Travel Service Objective the highest weight.
- C. Remove the Match Location Work Rule.
- D. Add the Maximum Travel From Home Work Rule.
Answer: B
NEW QUESTION # 113
Universal Containers wants to dispatch groups of Service Appointments to their Technicians. The number of Service Appointments dispatched at a time varies among different Service Territories.
Which two settings should a Consultant enable to ensure Service Appointments are dispatched correctly?
Choose 2 answers
- A. Set the Number of Services to Drip Feed on the Service Territory.
- B. Enable Drip Feed Dispatching in Field Service Settings.
- C. Enable Sharing of Dispatched Service Appointments.
- D. Set the Service Appointment to Dispatch in Field Service Settings.
Answer: A,B
Explanation:
Drip Feed Dispatching is a feature that allows dispatching groups of service appointments to technicians at regular intervals instead of all at once[56]. Enabling Drip Feed Dispatching in Field Service Settings allows turning on this feature for all service territories[57]. Setting the Number of Services to Drip Feed on the Service Territory allows specifying how many service appointments should be dispatched at a time for each service territory[58]. Setting the Service Appointment to Dispatch in Field Service Settings would not affect how many service appointments are dispatched at a time. Enabling Sharing of Dispatched Service Appointments would not affect how many service appointments are dispatched at a time. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_enable.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_configure.htm&type=5
NEW QUESTION # 114
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?
- A. Require Technicians log all non-billable hours.
- B. Require approval on all Installations.
- C. Require Technicians sign-off on Work Orders.
- D. Require customer signature on billable Work Orders
Answer: C
NEW QUESTION # 115
Universal container provides multiple service types (i.e installation,
maintenance, Break/fix). Each service requires a variety of skills and certification for resources to excel.
Which two configurations should a consultant implement to meet the requirements?
- A. Use work type with required skills
- B. Assign the appropriate skill to resource
- C. Select the relevant work type for each resource
- D. Create a multiple work order line per service
Answer: A,B
NEW QUESTION # 116
Universal Containers wants to offer customers a Maintenance Plan that provides 12 monthly checkups. The customer will call to schedule each visit.
How should a Consultant configure the Maintenance Plan to meet this requirement?
- A. Set Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work orders.
- B. Set Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work orders.
- C. Set Frequency to 1 Month; Generation Timeframe of 12; check Auto-generate work orders.
- D. Set Frequency to 1 Month; Generation Timeframe of 12; uncheck Auto-generate work orders.
Answer: B
NEW QUESTION # 117
Universal Containers Technicians frequently need to request more parts from another inventory location when stock runs low.
How can Universal Container Technicians achieve this for each product requested?
- A. Create a Shipment and a Product request line item.
- B. Create a Product Consumed and a Produc request line item.
- C. Create a Work Order Line Item and a Product request line item.
- D. Create a Product Request and a Product request line item.
Answer: A,B
NEW QUESTION # 118
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