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Free Salesforce FSL-201 Practice Exam | SPOTO

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Question #1
Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.When designing the Customer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming appointment?Choose 2 answers
A. Scheduled End
B. Arrival Window Start
C. Scheduled Start
D. Arrival Window End
View answer
Correct Answer: BD
Question #2
Universal Containers has external resources who only report back once a Service Appointment has been completed. All Internal resources need to report incremental progress on Service Appointments. How should a Consultant recommend implementing statuses to support these different user groups?
A. Configure Status Transitions based on Resource Type
B. Limit Status Transition based on Profile
C. Allow Status Transitions based on Role
D. Block Status Transitions using a Validation Rule
View answer
Correct Answer: B
Question #3
Universal Containers is outsourcing work to a third-party Contractor. This Contractor is committed to working 100 hours per week. How should this be configured in the system?
A. Create 5 Resources with 20 hours available a week
B. Create a Resource with 20 hours available a day
C. Create 100 Service Appointments with Contractors as Required Resources
D. Create a Capacity-based Resource with 100 hours capacity a week
View answer
Correct Answer: D
Question #4
A Consultant is helping Universal Containers define its mobile approach.Which requirement would lead a Consultant to recommend the Salesforce Field Service mobile app instead of the Salesforce mobile app?
A. Support service processes with custom Lightning Components
B. Visibility of Technicians with geolocation tracking
C. Access to Lightning Knowledge articles
D. Manage mobile fields available through configuration
View answer
Correct Answer: C
Question #5
Universal Containers needs a team to perform periodic maintenance on the most complex products. Which feature should the Consultant configure to meet this requirement?
A. Required Resource
B. Preferred Resource
C. Service Crewcorrect
D. Technicians with Required Skills
View answer
Correct Answer: C
Question #6
Universal Containers wants to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. What should the Consultant recommend to meet this requirement?
A. Apply the Reshuffle action within the Gantt
B. Define a Global Optimization job to run hourly
C. Create a custom Gantt action to call an Apex class to reschedule appointments
D. Write a batch Apex class to unschedule low priority work orders
View answer
Correct Answer: A
Question #7
Which fields on Service Appointments help ensure that they are completed within the agreed upon Service Level Agreement (SLA) with Universal Containers’ customers?
A. Actual Start, Actual End
B. Arrival Window Start, Arrival Window Endcorrect
C. Scheduled Start, Scheduled End
D. Earliest Start Permitted, Due Date
View answer
Correct Answer: B
Question #8
Which three factors should the consultant consider when recommending a routing option?Choose 3 answers
A. Aerial routing is used if a service appointment requires a travel distance of more than 200 kilometres
B. Multiday work schedule only aerial routing
C. Street level routing incorporates Google map api and run faster than aerialrouting
D. Aerial Routing is used if a service appointment requires a travel distance of more than 100 kilometres
E. Aerial routing computes the shortest distance between two locations based on a straight-line route
View answer
Correct Answer: BDE
Question #9
Which three objects are associated with the work type? Choose 3 answers
A. Skills
B. Products
C. Article
D. Service appointment
E. Resource
View answer
Correct Answer: ABC
Question #10
A Dispatcher at UniversalContainers has just been informed that one of their field employees, who has five services schedules for today, called in sick. How should the workload be assigned to other Field Technicians?
A. Drag and drop the Service Appointments to other available Resources and run Optimization
B. Ask the Customer Service Rep to call the customers and manually re-schedule for another day
C. Change the Scheduling Policy to "High Intensity" and activate the Background Optimization process
D. Update the Resource a notavailable, select the affected Service Appointments, and press "Schedule
View answer
Correct Answer: A
Question #11
Universal containersproducts need to be traceable form the factory to customer sites. The products are installed using disposable kits.How should the consultant configure this?
A. Create the products and the installation kits as unsterilized inventory
B. Create the productsand the installation kits as serialized inventory
C. Creak the products as serialized inventory and the installation kits as unsterilized inventory
D. Create the products and the installation kits as a single serialized product
View answer
Correct Answer: C
Question #12
UniversalContainers typically performs installs, break-fix, and inspections for all clients. The Service Manager wants to create a template for common work requests. What should a Consultant implement to assist the dispatch team?
A. Work Order Record Types for Break-fix, Install, and Inspection
B. Work Type Line Items for Install, Break-fix, and Inspections
C. Work Types and Skill Requirements for Install, Break-fix, and Inspections
D. Work Order custom fields to define Install, Break-fix, and Inspections
View answer
Correct Answer: C
Question #13
A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about to expire. Which two upsell activities should the CSR consider? Choose 2 answers.
A. Open a Case and inform Customer of weekend service pricing
B. Open a Case and send email with new Service Offerings
C. Open a Case and a renewal Opportunity for the Sales team
D. Open a Case and create a Work Order for the Dispatch Team
View answer
Correct Answer: AB
Question #14
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 2 answers
A. Work Order
B. Return Order
C. Product Transfer
D. Product Receipt
View answer
Correct Answer: BD
Question #15
Service appointments in a "cannot complete" status may indicate that an additional part or expert assistance is needed to completethe 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 recommend to meet the requirement?Choose 2 answers
A. Define "cannot complete" as a pinned status for auto-dispatch services
B. Define "cannot complete" as a pinned status for scheduling and optimization services
C. Ensure that status transitions are configured to prevent the update from "cannot complete" to "none'
D. Ensure that status transition are configured to allow the status update from "cannot complete" to "scheduled"
View answer
Correct Answer: BC
Question #16
Universal Containers wants Technicians using the Salesforce Field Service mobile app to indicate when Service Appointments are at risk of late completion.What should a Consultant recommend to meet this requirement?
A. Post to the Service Appointment Chatter feed
B. Change the Status field on the Service Appointment
C. Adjust the Scheduled End field on the Service Appointment
D. Update the In Jeopardy field on the Service Appointment
View answer
Correct Answer: A
Question #17
Universal Containers tracks customer issues in its call center. Sometimes a Technician is required at the customer's location to resolve the issue. Which sequence of steps should a Consultant recommend to dispatch the Technician?
A. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment
B. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment
C. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment
D. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment
View answer
Correct Answer: C
Question #18
Which configuration can universal containers use to brand the field service lightning mobile app?
A. Company colours
B. Company address
C. Company style sheets
D. Company logo
View answer
Correct Answer: D
Question #19
Universal Containers wants to use Work Types, since many of their Work Orders require the same Field Service Technician skills. What should the Consultant consider when using Work Types?
A. A change to the skills on a Work Type will affect the required skill on Work Orders previously created from that Work Type
B. A Work Order inherits the Work Types required skills; however, the user has the ability to add/remove skills on the Work Order
C. An existing Work Order Line Item will inherit the required skill of a Work Type, regardless of any existing required skills
D. A Work Order Line Item will inherit their parent Work Order's Work Type Skills, and the user is unable to make additional changes
View answer
Correct Answer: B
Question #20
Northern Trail Outfitters (NTO) wants to automatically dispatch a Technician's next two Service Appointments after the Technician completes their current Service Appointment. NTO wants to be consistent across all of theService Territories and control the number of Service Appointments that are pushed to the Technician.What automated processing should the Consultant configure upon Work Order completion to dispatch the next two Appointments?
A. Create an Apex Trigger
B. Build a Workflow Rule
C. Enable Drip feed Dispatch
D. Configure an Auto Dispatch Scheduled Job
View answer
Correct Answer: C
Question #21
Northern Trail Outfitters wants to improve overall responsiveness to customers.Which Dispatch technique should the Consultant implement to provide the greatest schedule flexibility?
A. Enable Drip-feed to dispatch the next appointments
B. Shuffle daily work manually via the Gantt
C. Leverage Resource Schedule Optimization
D. Configure the Auto Dispatch scheduled job
View answer
Correct Answer: B
Question #22
Optimization for the Midwest is set to automatically run each night for the next three days. The dispatcher has noticed that the optimizer is leaving many service appointments unscheduled and has asked the consultant to troubleshoot theissue.The consultant noticed that the optimization service run time per service appointment is set to low in field service settings.Which two conditions should make the consultant consider setting the optimizer too high?Choose 2 answers
A. The scheduling policy used field is blank
B. The scheduling policy is producing too many candidates that qualify for each service appointment
C. Most service appointment have the same priority
D. The calculate travel and breaks field service setting is disabled for the service resource availability work rule
View answer
Correct Answer: BC
Question #23
in which two scenarios should a consultant recommend multi day service appointment? Choose 2 answers
A. Jobs can take longer than the available resources hours in a day
B. jobs need to be performed at the same site on the same day of the week
C. jobs require multiple stages of work performed by different resources
D. jobs require consecutive days of work and can span over weekends
View answer
Correct Answer: AD
Question #24
Northern Trail outfitters (NTO) want to track the report on individual tasks completed, including part consumed and pricing details, as part of the work order completion process. NTO want to schedule one or multiple tasks to the different technician as neededHow should the consultant meet the requirements utilizing the standard field service lightning datamodel?
A. Create work order line item, each with its own child service appointment
B. Create a multiple service appointment, each with its own child task records
C. Create a multiple service appointment each with its own child work order line item
D. Create a custom object records, each with its own child service appointment
View answer
Correct Answer: A
Question #25
Universal Containers wants to ensure that only Field Technicians with a specialized certification are sent Work Orders of a specific type. In which two ways can a Consultant ensure the correct Resources are assigned to Work Orders? Choose 2 answers.
A. Implement Work Types and Skill Assignments
B. Implement Assignment Rules and Work Orders
C. Assign Skills and Skill Levels to Users
D. Assign Skills and Skill Levels to Resources
View answer
Correct Answer: AD
Question #26
Geolocation tracking is enabled for Universal Containers's Technicians but should only apply to full-time employees.How can geolocation tracking for contractors be disabled?
A. Set the Geolocation Update Frequency field to zero for contractors
B. Add the Exclude Technician from Geolocation Tracking permission to a permission set and assign it to contractors
C. Uncheck the Geocoding field on the Contractor's profile
D. AUncheck the Collect Service Resource Geolocation History field in Field Service Mobile Settings
View answer
Correct Answer: B
Question #27
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
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
View answer
Correct Answer: BCD
Question #28
Universal Containers wants to track the work that is performed on the customer's install base.What object relationship should the Consultant focus on to meet this requirement?
A. Products to Accounts
B. Assets to Products
C. Work Orders to Assets
D. Work Orders to Products
View answer
Correct Answer: D
Question #29
Which two considerations impact the scheduled time frame of multi-day work? Choose 2 answers
A. Assigned resource
B. Homebase travel
C. Resource skill level
D. Break duration
View answer
Correct Answer: AD
Question #30
Universal Containers provides maintenance and emergency services to its customers. Sending Technicians to emergency calls during the day causes long travel times and reduces the number of appointments that a Technician can complete.Which feature should the Consultant use to reduce travel time and increase Technician productivity?
A. Reschedule Appointment
B. Fill-in Schedule
C. Resource Schedule Optimization
D. Fix Overlaps
View answer
Correct Answer: C

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