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

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Total 105 questions

Salesforce - Implementing Field Service Lightning Questions and Answers

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Question 1

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.

Question 2

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

Options:

A.

Service Objectives and Work Types

B.

Service Objectives and Work Rules

C.

Service Levels and Work Rules

D.

Service Contracts and Service Levels.

Question 3

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

Options:

A.

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.

Question 4

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?

Options:

A.

Add additional page to End Section of report.

B.

Add additional field to Address Section of report.

C.

Add additional filed to General Section of report.

D.

Add additional image to Detail Section of report.

E.

Add additional dates in Date Section of report.

Question 5

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.

Question 6

A Field Service Technician wants the ability to view a list of currently available parts on another Technician’s 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?

Options:

A.

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 Technician’s 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.

Question 7

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.

Question 8

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 Technician’s daily schedule can change multiple times throughout the day. What method of dispatching should a Consultant recommend implementing?

Options:

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.

Question 9

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

Question 10

Universal Containers does not want the lunch break to interfere with existing scheduled work. How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1pm?

Options:

A.

Create a recurring Service Appointment

B.

Create Resource Absences every day.

C.

Use appropriate Resource Operating Hours.

D.

Use the Resource Availability Rule.

Question 11

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.

Question 12

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

Options:

A.

Include the Match Territory Work Rule in the Scheduling Policy.

B.

Mark the Service Territory’s Resources as Required on the Service Appointments.

C.

Ensure the Resource’s Address is in the same Match Territory as the Service Appointments.

D.

Include the Resource Availability Work Rule in the Scheduling Policy.

Question 13

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?

Options:

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.

Question 14

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

Options:

A.

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.

Question 15

The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is sent. Which two items should a Consultant implement to ensure Work Orders cannot be closed? Choose 2 answers.

Options:

A.

Custom Work Order Escalation Rules

B.

Custom Validation Rule on Work Orders

C.

Custom Approval Process on Work Orders

D.

Custom Work Order Status with Category

Page: 1 / 11
Total 105 questions