Salesforce Field Service Consultant(Salesforce FSL-201) Mock Test Q&A

Question #1

Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require expedited on-site service. How should a Consultant recommend UC handle unplanned service during times of severe weather?

A. Configure a new Service Level for immediate assignment

B. Postpone all lower-priority jobs and extend Due Dates

C. Manually flag Service Appointments as “In Jeopardy” due to weather

D. Configure Emergency Policy and use the Emergency Wizard

View answer

Correct Answer: D

Question #2

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 day

View answer

Correct Answer: A

Question #3

Universal Containers has negotiated two key SLAS: 1) initial response and 2) overall resolution of issues related to installed products. What combination of Salesforce features should a Consultant recommend to support this use case?

A. Assets and Entitlements

B. Assets and Service Contracts

C. Accounts and Service Contracts

D. Accounts and Assets

View answer

Correct Answer: A

Question #4

Universal Containers wants to equip their field technicians with access to helpful information when they are in the field. What solution should a Consultant recommend to satisfy this requirement?

A. Attachments on Cases

B. Knowledge Base on Cases

C. Custom Links on Work Orders

D. Knowledge Base on Work Orders

View answer

Correct Answer: D

Question #5

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 #6

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 Cannot Complete; Create a new Service Appointment against the same Work Order for the follow-up trip

B. Set theexisting Service Appointment status to Complete; Create a new Work Order and Service Appointment 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 Work Order Line Item for the follow-up trip

View answer

Correct Answer: A

Question #7

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 usingstandard 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 foreach Product

D. Create Work Types for all tasks requiring an estimated versus baseline value

View answer

Correct Answer: D

Question #8

Which fields on service appointments help ensurethat they are completed within the agreed upon service level agreement (SLA) with universal containers customers?

A. Scheduled start, scheduled end

B. Actual start, actual end

C. Earliest start permitted, due date

D. Arrival window start, arrival windowend

View answer

Correct Answer: C

Question #9

A customer wants return a defective product instead of scheduling service appointment. How shouldthis product be tracked in field service lightning?

A. Create a work order and work order line

B. Create return order and return order line item

C. Create a product request and product request line item

D. Create a return order and relate it to the product

View answer

Correct Answer: B

Question #10

Universal Containers (UC) wants to better understand their service business and Field Service Technician terms’ schedules. A Consultant suggested UC start to forecast and plan. Which two abilities does forecasting and planning provide?

A. Proactively adjust Service Contracts

B. More accurately assign Work Orders based on skills

C. Proactively adjust to address demand fluctuations

D. More consistently meet customer response times

View answer

Correct Answer: BC

Question #11

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 aerial routing

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 #12

How should the consultant recommend visualizing the highest revenue generating service appointments on the Gantt?

A. Add the relevant field to the field set

B. Use map report layers

C. Color code using Gantt palettes

D. Create a Gantt action to highlight

View answer

Correct Answer: C

Question #13

Universal containers (UC) have enabled field service lightning and installed the managed package. UC wants to ensure that technicians can update their own appointments' status using the dispatcher console Gantt chart.Which steps should the consultant take to meet these requirements?

A. Createpermission sets and assign the field service lightning resource permission set and scheduling license to each technician

B. Create permission sets and assign the field service lightning admin permission set to service resources

C. Create permission sets and assign the field service lightning scheduling and mobile permission sets to the resource profile

D. Create permission sets and assign the field service lightning mobile permission set to service resources

View answer

Correct Answer: A

Question #14

Universal Containers is implementing Work Order Management to better support its clients. Which two approaches should the Consultant consider to create work skills for the Service Resources? Choose TWO answers

A. Create the work skills using the FSL Lightning Web Component

B. Create the work skills using the Guided Setup wizard

C. Create the work skills using the FSL Lightning Managed Package wizard

D. Create the work skills using Setup

View answer

Correct Answer: ABD

Question #15

The dispatcher at universal containers wants wants to schedule service appointment from the dispatch console while taking the scheduling policy into considerationWhich three options are available to dispatchers?

A. Select the service appointment from thelist, user the "change status" action and "dispatch"

B. Select the service appointment from the list and the "schedule" action

C. Select multiple service appointment from the list and bulk schedule them

D. Select a service appointment from the list, use the "candidates" action, and select the best time slot

E. Select a service appointment from the list, use the "edit" action and allocate the Resources

View answer

Correct Answer: BCD

Question #16

When completing a Work Order in the field, the Technician needs to capture two signatures to ensure compliance. Which steps are needed to configure the signature capture?

A. Create a Flow that adds two Signature Blocks when the Service Report is generated,

B. Create relevant Signature Types and add Signature Blocks to the Service Report Template

C. Create two custom fields for the Service Appointment and use Flows to capture each signature

D. Create two Service Reports and add one Signature Block to each Report

View answer

Correct Answer: B

Question #17

Universal Containers operates in a highly regulated industry. Technicians must conduct quarterly inspections for all customers in their region. Each inspection should be completed within a single visit and include all installed assets on site. Which two Maintenance Plan settings should the Consultant recommend? Choose 2 answers

A. Service Appointment Generation Method = One Service Appointment per Work Ordercorrect

B. Work Order Generation Method = One Work Order per Asset

C. Work Order Generation Method = One Work Order Line Item per Assetcorrect

D. Service Appointment Generation Method = One Service Appointment per Work Order Line Item

View answer

Correct Answer: AC

Question #18

Universal Containers has enabled FieldService 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 #19

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. Give the Minimize Travel Service Objective the highest weight

B. Remove the ASAP Service Objective

C. Remove the Match Location Work Rule

D. Add the Maximum Travel From Home Work Rule

View answer

Correct Answer: A

Question #20

Universal Containers wants to track how much time each Technician is actively working each day. Which two data elements should be captured in order to calculate percentage of time spend actively working?

A. Technician hours at client location

B. Technician work orders completed

C. Technician hours traveling

D. Technician hours per day

View answer

Correct Answer: AD

Question #21

How should the consultant recommend visualizing the highest revenue generating service appointments on the Gantt?

A. Add the relevant field to the field set

B. Use map report layers

C. Color code using Gantt palettes

D. Create a Gantt action to highlight

View answer

Correct Answer: C

Question #22

Universal container want to dispatch group of service appointment to there technician the number of service appointment dispatched at the time varies among different services territories. Which two settings should a consultant enable to ensure the service appointments are dispatched correctly?

A. Set the number of services to drip feed on the service territories

B. Set the service appointment to dispatch in the field service settings

C. Enable sharing or dispatch service appointments

D. Enable drip feed dispatching in field service settings

View answer

Correct Answer: AD

Question #23

Universal Containers occasionally needs to use two technicians to complete a job, however the technicians can be onsite at differentHow should a consultant implement this process?

A. Create two service appointments and set the early start to the start time of the first service appointments

B. Create two service appointments and assign two different resources

C. Create one service appointments and schedule two resources

D. Create one service appointments and add two required resources

View answer

Correct Answer: B

Question #24

One of the products sold by Universal Containers requires quarterly service appointments. Which feature should a Consultant use to meet this requirement?

A. Implement Path for Work Orders

B. Configure a Maintenance Plan

C. Define a repeating Work Type

D. Build a Process for Service Appointments

View answer

Correct Answer: B

Question #25

Universal container UC services customers in multiple time zones. UC Dispatcher need to see the dates and time in dispatcher console for the time zone where jobs are being performed. How should the consultant configure this?

A. Create the formula to calculate the time zone offset from the user to territory time zone

B. Set the dispatch console to display in territory time zone in the field service settings

C. Set the dispatch console to display in the user time zone in field service settings

D. Configure the dispatcher user time zone to the same as territories they manage

View answer

Correct Answer: B

Question #26

Ursa Major Solar tracks installed products using the Salesforce Asset object. Each individual solar panel is treated separately. To save money on service calls, many times customers will wait to have a technician come onsite until there are multiple panels that need servicing. How should the callout for multiple panels be treated in Salesforce?

A. Create a work order for each installed product and a work order dependency to assign to the same resource

B. Create a work order hierarchy with each installed product as a child work order

C. Create a work order with a work order line item for each installed product

D. Create an asset hierarchy with each installed product as a child asset in the hierarchy

View answer

Correct Answer: C

Question #27

Universal containers (UC) have enabled field service lightning and installed the managed package. UC wants to ensure that technicians can update their own appointments' status using the dispatcher console Gantt chart.Which steps should the consultant take to meet these requirements?

A. Create permission sets and assign the field service lightning resource permission set and scheduling license to each technician

B. Create permission sets and assign the field service lightning admin permission set to service resources

C. Create permission sets and assign the field service lightning scheduling and mobile permission sets to the resource profile

D. Create permission sets and assign the field service lightning mobile permission set to service resources

View answer

Correct Answer: A

Question #28

Universal Containers (UC) schedules jobs that require multiple steps when on-site. UC wants to add a new status to the existing status flow. Which two configurations should the Consultant set up to meet this requirement? Choose 2 answers

A. Add the Status Transitions to the Technicians' Profile

B. Add new Status to the Service Appointment

C. Add new status to Status Transitions

D. Add new Status to the Case

View answer

Correct Answer: AB

Question #29

Universal containers wants to track when technicians need to visit a customer site multiple times to resolve an issue.How should a consultant configure this using a single work order?

A. Create a new work order line item for each site visit

B. Create a new product consumed for each site visit

C. Create a new child work order for each site visit

D. Create a new service appointment for each site visit

View answer

Correct Answer: D

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