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Salesforce FSL-201 Exam Practice Questions? | SPOTO

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Question #1
Universal Containers is receiving increased complaints about incomplete Work Orders. What option should a Consultant recommend to improve this situation?
A. Send an email CSAT survey
B. Implement Validation Rules and Signature Capture
C. Change the Scheduling Rules
D. Decrease Resource Rant Score
View answer
Correct Answer: B
Question #2
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 Endcorrect
B. Arrival Window Startcorrect
C. Scheduled Start
D. Arrival Window Endcorrect
View answer
Correct Answer: ABD
Question #3
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 Service Appointment for each site visit
B. Create a new Child Work Order for each site visit
C. Create a new Product Consumed for each site visit
D. Create a new Work Order Line Item for each site visit
View answer
Correct Answer: A
Question #4
Universal container technicians have 12 mandatory company holidays each calendar year. Technician need view all of their absence records at once.Which two applications should a consultant recommend to meet this requirement?Choose 2 answers
A. Salesforce browser-based applications
B. Custom mobile applications
C. Field service lightning mobile applications
D. Salesforce mobile applications
View answer
Correct Answer: AC
Question #5
A Technician reports that the travel time calculated between appointments is often too short and causes Job delays throughout the day.Which settings should the Consultant consider to improve travel time accuracy?
A. Travel Speed Unit, Actual Travel Time
B. Estimated Travel Time, Minimize Travel
C. Minimum Grade, Default Operating Hours
D. Street Level Routing, Default Travel Speed
View answer
Correct Answer: D
Question #6
Ursa Major Solar would like the technician who performed a customer's initial installation to also perform any subsequent service calls. Which two actions should the field service administrator take to configure field service to ensure the installation technician is assigned to subsequent service calls? Choose 2 answers
A. Create a child work order for maintenance on the original installation work order
B. Add the preferred resource service objective to the scheduling policy
C. Add the technician as the required resource on the service appointment
D. Add the technician as a preferred resource on the account record
View answer
Correct Answer: ABD
Question #7
Universal Containers wants theirTechnicians to record an Asset Number using a barcode scanner when completing Work Orders. What field types should be configured to capture this information?
A. Barcode
B. Formula
C. Text
D. Number
View answer
Correct Answer: C
Question #8
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 WorkOrder'
A. Create a new Service Appointment for each site visit
B. Create a new Child Work Order for each site visit
C. Create a new Product Consumed for each site visit
D. Create a new Work Order Line Item for each site visit
View answer
Correct Answer: A
Question #9
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 relevant Signature Types and add Signature Blocks to the Service Report Template
B. Create two Service Reports and add one Signature Block to each Report
C. Create a Flow that adds two Signature Blocks when the Service Report Is generated
D. Create two custom fields for the Service Appointment and use Flows to capture each signature
View answer
Correct Answer: A
Question #10
Universal Containers is experiencing an issue where Technicians are repeatedly called back to a job that has been completed in the past. How should a Consultant recommend this information be tracked?
A. Create a new Work Order and relate it to the previous Work Order
B. Create a new Work Order and relate it to the Customer
C. Update a field called “Repeat Call” on the initial Work Order
D. Create new Work Order Line Items under the initial Work Order
View answer
Correct Answer: A
Question #11
Universal Containers wants to provide a pro-formal invoice to their customer at the completion of a Work Order. Which three should a Consultant set up in order to achieve this requirement?
A. Create Account-wide Discounts
B. Apply Promotion to the Work Order
C. Apply Price Book to the Work Order
D. AppCreate Products and Price Book Entries
E. Create Work Order Line Items with Products
View answer
Correct Answer: CDE
Question #12
Universal Containers wants to reduce its mean-time-to-service. Which three Field Service processes should a Consultant recommend to accomplish this goal? Choose 3 answers
A. Scheduling
B. Dispatching
C. Customer Entitlements
D. Adjust Scheduling Policy
E. Knowledge Base
View answer
Correct Answer: ABE
Question #13
Northern Trail Outfitters (NTO) wants to use crews to service its customers. NTO's consultant recommends using the Crew Management tool to create and maintain the crews, and indicates that access to the tool is given via a permission set. Which two permission sets should give a user access to the Crew Management tool? Choose 2 answers
A. FSL Agent Permissions
B. FSL Dispatcher Permissions
C. FSL Admin Permissions
D. FSL Resource Permissions
View answer
Correct Answer: BC
Question #14
A customer wants to return a defective product instead of scheduling a Service Appointment. How should this product be tracked in Salesforce Field Service?
A. Create a Work Order and Work Order Line Item
B. Create a 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 #15
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?
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
View answer
Correct Answer: ACE
Question #16
Universal containers has identified a business process in which a customer support agent reviews an existing work order and needs to associate an additional part to the order for the technician to successfully complete the job.How should a consultant support this process?
A. Add a new product required to the work order
B. Add a new product consumed to the work order
C. Add a new product required to the work type
D. Add a new product consumed to the work rule
View answer
Correct Answer: C
Question #17
Universal Containers (UC) provides services to multiple machines installed at customer sites. Each machine has different issues that need to be fixed. UC wants to track progress, different parts used, and time spent on each machine when dispatching a Technician. How should the Consultant meet these requirements?
A. Each Asset will have a Service Appointment that will represent the work needed for each machine
B. Work Orders will have multiple Work Order Line Items
C. Work Orders will have multiple Service Appointments
D. Each Account will have a Service Appointment that will represent the work to be done at the customer site
View answer
Correct Answer: B
Question #18
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?
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
View answer
Correct Answer: C
Question #19
Universal Containers's Dispatchers want to visualize the planned travel route for a Technician during their shift. Which feature should the Consultant recommend to meet the requirement?
A. Service Appointment Reports
B. Service Resource Dashboard
C. Street-level Routingcorrect
D. Aerial Routing
View answer
Correct Answer: C
Question #20
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. Page Layouts
B. Mini-Page Layouts
C. Field Setscorrect
D. Visualforce Pages
View answer
Correct Answer: C
Question #21
Universal Containers has a large filed service team with complex logistics process. Some of the field service data and pricing is managed in applications outside of Salesforce. The Consultant recommended bringing somedata into Salesforce to streamline reporting for Field Service Managers. What report would be improved by integrating financial data from an outside system?
A. First time fix rate: The percentage of on-site service requests resolved on the first visit
B. Service Technician utilization: Technician wrench time per month divided by the number of work hours in a given month
C. Average time to repair: The average time required to repair or install as asset
D. Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to repair or install an asset or respond to a service call
View answer
Correct Answer: B
Question #22
Customer relationships and reliable service are the main focus this year at Ursa Major Solar. Management has asked that once a technician has serviced a customer, they continue to service that customer when possible. What should the consultant recommend to meet this requirement?
A. Designate a Skill-based resource to the Work Order
B. Assign a Preferred status Resource Preference to the Account
C. Configure an account preference on the Service Resource record
D. Include the Required Resource work type in Scheduling Policies
View answer
Correct Answer: D
Question #23
Universal container needs to verify that a repair job has been completed to the customer satisfaction before an invoice can be generated.Which two items should the consultant consider?Choose 2 answers
A. Generate service in the organization's default language
B. Send a feedback survey to the customer when a service appointment is completed
C. Configure signature blocks for service report templates
D. Add service reports templates to the appropriate repair work type
View answer
Correct Answer: BC
Question #24
Universal Containers has installed base equipment that requires specific expertise to install or decommission. Additionally, the effort can vary significantly based on equipment type. What solution should a Consultant recommend to efficiently manage installation and decommission work?
A. Validation Rules and Work Typescorrect
B. Work Types and Skill Requirements
C. Milestones and Service Appointments
D. Skill Requirements and Entitlements
View answer
Correct Answer: A
Question #25
Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work. Contractor 1 has provided services for UC for a longer period of time andis considered to have more repair work expertise than Contractor 2. How should the Consultant configure the Contractors' experience?
A. Assign Contractor 1 and 2 different Skill Levels for repair Work Type
B. Assign Contractor 1 as a Preferred Resource
C. Assign Contractor 1 and 2 different capacities for repair work
D. Assign Contractor 2 as an Excluded Resource
View answer
Correct Answer: A
Question #26
Universal Containers is receiving increased complaints about incomplete Work Orders. What option should a Consultant recommend to improve this situation?
A. Send an email CSAT survey
B. Implement Validation Rules and Signature Capture
C. Change the Scheduling Rules
D. Decrease Resource Rant Score
View answer
Correct Answer: B
Question #27
an inventory manager at universal containers wantsto better understand the distribution of a critical and expensive part across all Inventory locations as the is reused and restocked.What should the consultant leverage to meet this requirement?
A. Assets
B. entertainment plan
C. product item
D. maintenance plan
View answer
Correct Answer: C
Question #28
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 #29
Universal Containers (UC) wants to ensure that Technicians enter required information only once when completing Work Orders on the Salesforce Field Service mobile app. The information entered by Technicians needs to also update the Service Appointment and the Case that are associated to the Work Order.What should a Consultant leverage to ensure the right data is captured from the Salesforce Field Service mobile app?
A. Quick Actions that launch a Flaw on Cases, Work Orders and Service Appointments with required fields
B. Process Builder on Case to update the Service Appointment and Work Order
C. Quick Action on the Work Order that launches a Flow to update the Work Order, Case, and Service Appointment
D. Lightning Component with required fields to update the Case, Work Order and Service Appointment
View answer
Correct Answer: C
Question #30
Universal Containers provides prompt service and has multiple servicelevels 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 Consultantrecommend implementing?
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
View answer
Correct Answer: B

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