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Salesforce Field Service Consultant (Salesforce FSL-201) Sample Questions and Answers? | SPOTO

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Question #1
AW Computing technicians use the field service mobile application exclusively since they are always in the field. Due to frequent schedule changes, the technician should only see one job at a time on the app. How should the field service administrator ensure this requirement is met?
A. Instruct the dispatcher to only dispatch one work order to each technician at a time
B. Set Send Appointment Notifications on Dispatch in the mobile settings to one
C. Enable drip feed to dispatch one service appointment per technician at a time
D. Set up auto dispatch to dispatch one work order for each technician at a time
View answer
Correct Answer: C
Question #2
An extreme weather situation impacted both the volume of open work and the number of available resources at Universal Containers. Which approach should a Consultant recommend to realign available resources with open work?
A. Resource Schedule Optimization
B. Emergency scheduling
C. Global optimizationcorrect
D. Customer First scheduling
View answer
Correct Answer: C
Question #3
Northern Trail Outfitters has hired a contractor to help with service calls onan as-needed basis. The contractor should be limited to travel a maximum of 50 minutes from home.Which action should a consultant recommend?
A. Link rules to Relevance Groups
B. Assign a high efficiency score
C. Check 'Keep These AppointmentsScheduled'
D. Include a Match Fields work rule
View answer
Correct Answer: B
Question #4
Northern trail outfitters (N T O) 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 the service 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. Configure an auto dispatch schedule job
D. Enable drip feed dispatch
View answer
Correct Answer: D
Question #5
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 #6
Universal Containers’ (UC) Technicians are required to record actual work duration against baseline estimates at the Work Order Line Item Level for certain tasks. How can this be supported using standard fields and features?
A. Create Work Types for all tasks requiring an estimated versus baseline value
B. Train Dispatchers to update the “Duration” field when Work Orders are created
C. Create Knowledge Articles with the baseline durations for each Product
D. Create Work Types for all tasks requiring an estimated versus baseline value
View answer
Correct Answer: D
Question #7
Universal containers (UC) wants to schedule work orders only if technicians have the necessary qualifications to complete the designated work. In which two ways can UC achieve this Choose 2 answers
A. Leverage the match skills work rule when scheduling appointments
B. Create skills that relate to qualifications from setup and assign them to a service resource
C. Leverage the match skills scheduling policy when scheduling appointments
D. Create skills that relate to qualifications from the skills tab end assign them to a service resource
View answer
Correct Answer: AB
Question #8
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.
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
View answer
Correct Answer: ACE
Question #9
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?
A. Deliver Service Report, capture signature, update records, sync device
B. Capture signature, sync device, update record, deliver Service Report
C. Deliver Service Report, update record, sync device, capture signature
D. Capture signature, update record, sync device, deliver Service Report
View answer
Correct Answer: D
Question #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?
A. Parent/Child Work Orderscorrect
B. Cases Only
C. Cases and Work Orders
D. Work Orders only
View answer
Correct Answer: A
Question #11
A Dispatcher at Universal Containers 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 not available, select the affected Service Appointments, and press "Schedule
View answer
Correct Answer: A
Question #12
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. Mini-Page Layouts
B. Page Layouts
C. Visualforce Pages
D. Field Sets
View answer
Correct Answer: B
Question #13
Service technicians at AW Computing use the Field Servicemobile application when in the field. The technicians rely on Knowledge articles to assist them with completing assigned work.How should the solution be configured to ensure technicians can access relevant Knowledge articles?
A. Create a quick action on the work order to search the Knowledge base
B. Attach the relevant articles to the work order or work order line items
C. Update the Service Appointment page layout to include the Articles related list
D. Add the Knowledge Lightning component to the Field Service mobile app
View answer
Correct Answer: B
Question #14
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. A Uncheck the Collect Service Resource Geolocation History field in Field Service Mobile Settings
View answer
Correct Answer: D
Question #15
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?
A. Work Order Line Items
B. Service Contract
C. Work Order
D. Account
View answer
Correct Answer: D
Question #16
Universal Containers has Resources working in multiple countries and time zones. Each country has different holidaysand working hours as allowed by law. What should a Consultant recommend to implement these parameters with the most flexibility possible?
A. Work Types, Resource Availabilities, and Operating Hours
B. Service Territories, Resource Capacity, and Business Hours
C. Service Territories, Operating Hours, and Resource Absences
D. Skills, Operating Hours, Time Slots, and Holidays
View answer
Correct Answer: C
Question #17
A technician needs to get replacement part for damaged inventory on them for an upcoming job.to which object should the technician add a product request record?
A. work types
B. work order
C. service appointment
D. service report
View answer
Correct Answer: B
Question #18
universal container UC want to track the asset lifecycle when equipment has been snapped out What should a consultant recommend to meet this requirement?
A. Add the field history tracking related list to the assets page and configure the asset relationships object
B. Add the related asset related list to the asset page and configure the product request object
C. Add the related asset related list to the asset page and configure the asset relationships objectcorrect
D. Add the field history tracking related list to the asset page and configure the product request object
View answer
Correct Answer: C
Question #19
Universal Containers has enabled Field Service Lightning and is looking to enable Entitlements for Work Orders. What should a Consultant take into consideration?
A. Managing page layouts and milestone trackers can be done in salesforce1
B. Creating Entitlements for Cases and Work Orders must be separated
C. Managing page layouts and validation rules can be done in Salesforce Lightning
D. Creating Entitlements for Work Orders requires Lightning to be enabled
View answer
Correct Answer: B
Question #20
universal container UC uses two contractors 1 and contractor 2 to perform repair work contractor 1 has provided service for UC for longer period time and considered to have more repair work expertise then contractor 2How should a consultant configure the contractors experience?
A. Assign contractors 1 and 2 different capacities of repair work
B. Assign contractors 1 and 2 different skill levels for repair works
C. Assign contractors 1 and 2 preferred source
D. Assigncontractors 1 and 2 as excluded resources
View answer
Correct Answer: B
Question #21
The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is signed. Which two configurations should a Consultant implement to prevent Work Orders from being closed? Choose 2 answers
A. Custom Work Order Escalation Rulescorrect
B. Custom Approval Process on Work Orderscorrect
C. Custom Work Order Status
D. Custom Validation Rule on Work Orderscorrect
View answer
Correct Answer: ABD
Question #22
Universal Containers (UC) has 140 service resources who handle 2,400 service appointments per day. How should UC define Service Territories to ensure a high quality of optimization and dispatcher experience?
A. Three Service Territories with fewer than 50 resources
B. Two Service Territories that split the Service Resources evenly
C. One Service Territory with four Polygons
D. Five Service Territories with fewer than 500 Service Appointments per daycorrect
View answer
Correct Answer: D
Question #23
Universal Containers outsources 100 hours of weekly maintenance to an external Contractor. Jobs are assigned to a ContractorManager instead of individual external technicians. The Contractor Manager is in charge of updating Service Appointments and Work Orders upon completion.How should a Consultant implement the requirement?
A. Create the individual Technicians as Service Crew Members
B. Set the individual Technicians as Capacity-Based Service Resources
C. Set the Contractor Manager as a Capacity-Based Service Resource
D. Create the Contractor Manager as a Crew Service Resource
View answer
Correct Answer: C
Question #24
Which work rule should a field service lightning consultant use to assign service resources based on related object records?
A. resource availability
B. extended match
C. match field
D. required resources
View answer
Correct Answer: B
Question #25
An inventory manager at Universal Containers wants to better understand the distribution of a critical and expensive part across all inventory locations as the part is reused and restocked. What should the Consultant leverage to meet this requirement?
A. Maintenance Plan
B. Product Itemcorrect
C. Entitlement Plan
D. Assets
View answer
Correct Answer: B
Question #26
Universal Containers wants to ensure that Service Appointments are only assigned to Active Resources. Which configuration should a Consultant recommend for the Scheduling Policy?
A. Preferred Resources
B. Required Resources
C. Match Fields
D. Match Boolean
View answer
Correct Answer: D
Question #27
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?
A. Create a Process Builder to generate a report
B. Create a custom report
C. Use the standard Service Reportcorrect
D. Use the standard Work Order email template
View answer
Correct Answer: C
Question #28
Universal container UC uses two contractors 1 and contractor 2 to perform repair work contractor 1 has provided service for UC for longer period time and considered to have more repair work expertise then contractor 2 How should a consultant configure the contractors experience?
A. Assign contractors 1 and 2 different capacities of repair work
B. Assign contractors 1 and 2 different skill levels for repair works
C. Assign contractors 1 and 2 preferred source
D. Assign contractors 1 and 2 as excluded resources
View answer
Correct Answer: B
Question #29
What are the two benefits of using field service lightning apps instead of Salesforce mobile apps? Choose 2 answers
A. Agents view of upcoming service appointment
B. Offline access to flow
C. Native customer signature capture
D. Customized navigation menu
View answer
Correct Answer: BC

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