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FSL-201 Salesforce - Implementing Field Service Lightning Questions and Answers

Questions 4

Universal Containers sells products that are made up of serialized components. Field Technicians often need to work on a specific component. How should a Consultant recommend tracking the products a customer buys so Work Orders can be assigned to a component?

Options:

A.

Use Work Orders and define a hierarchy.

B.

Use Orders and Order Products.

C.

Use Products and Product Families.

D.

Use Assets and define a hierarchy.

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Questions 5

Universal Containers provides 24/7 service support to its customers. However, their Field Service Technicians have specified working hours. Which two items should the Consultant create? Choose 2 answers.

Options:

A.

Create operating hours for the Service Appointment.

B.

Create operating hours for the Service Resource.

C.

Create operating hours for the Optimization Engine.

D.

Create operating hours for the Service Territory.

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Questions 6

Universal Containers would like to provide Field Service Technicians the ability to capture details and customer approval on completed work so that the details can be compiled and sent to the customer electronically. What should a Consultant recommend to meet this requirement?

Options:

A.

Create a Process Builder to generate a report.

B.

Create a custom report.

C.

Use the standard Service Report

D.

Use the standard Work Order email template.

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Questions 7

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.

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Questions 8

Universal Containers wants their Field Technicians to indicate if any of their Service Appointments are at risk of not being completed on time. They would like for this to be achieved on a mobile device using a Quick Action. What should a Consultant recommend to achieve this requirement?

Options:

A.

Update the Service Appointment Status filed. (can’t be done from mobile)

B.

Reschedule the Service Appointment for later. (from mobile it can only be reschedule via chatter)

C.

Update the Service Appointment Chatter feed.

D.

Update the Service Appointment field “In Jeopardy” (its not a Service Appointment field)

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Questions 9

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?

Options:

A.

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.

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Questions 10

Universal Containers needs to implement a way to track all internal and external work associated with an inbound contact center request. How should a Consultant recommend tracking the work?

Options:

A.

Parent/Child Work Orders

B.

Cases Only

C.

Cases and Work Orders

D.

Work Orders only

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Questions 11

Universal Containers wants to encourage their Technicians to identify sales opportunities in the field. Which option should a Consultant recommend?

Options:

A.

Log a follow-up task on the Work Order.

B.

Call the Sales Team with the Opportunity.

C.

Create a custom filed on the Work Order.

D.

Create a Quick Action to create the Opportunity.

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Questions 12

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.

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Questions 13

A Field Service Technician wants to view a list of parts consumed during a given time period. The Technician will then use the data to replenish inventory on the truck. Which three steps should a Consultant recommend to track the number of parts consumed? Choose 3 answers.

Options:

A.

Build a report to view Products Consumed on Work Order Line Items.

B.

Build a report using the Service Appointment Inventory module.

C.

Build a report to view Products Consumed on Work Orders.

D.

Build a report using the Work Order inventory module.

E.

Build a report to view Inventory Transactions.

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Questions 14

Universal Containers (UC) uses Service Contract based Entitlements to determine their Service Level Agreements. UC would like to track adherence to Service Contract SLAS. Where would UC apply an Entitlement record to track the specific Service Contract SLAS?

Options:

A.

Work Order Line Items

B.

Service Contract

C.

Work Order

D.

Account

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Questions 15

Universal Containers performs service which may require more than one task on a Work Order. A Consultant has recommended Work Order Line Items to manage the task(s). What should be considered as part of this solution to ensure tasks are dispatched?

Options:

A.

Work Order Line Items require a Case for the field technician to perform the work.

B.

All Work Order Line items inherit the required Skills for the associated Asset.

C.

Work Order Line Items require a Service Appointment for a field technician to perform the work.

D.

Scheduled Work Order Line Items have to be completed on a daily basis or rescheduled the end of day.

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Exam Code: FSL-201
Exam Name: Salesforce - Implementing Field Service Lightning
Last Update: Mar 22, 2024
Questions: 105

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