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

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Viewing questions 11-20 out of questions

Questions # 11:

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:

Work Order Line Items

Service Contract

Work Order

Account

Answer

Questions # 12:

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:

Create an Entitlement Process which has entry criteria for Status = Technician Wrap Up.

Create a Milestone which has entry criteria for Status = Technician Wrap Up.

Create custom fields to capture that the Wrap UP Activities have been completed.

Create a Workflow to close the Milestone when the Wrap Up is complete.

Create a Process Builder to close the Milestone when the Wrap Up is complete.

Answer

B, C, D

Questions # 13:

The Dispatcher at Universal Containers would like to schedule Service Appointments from the Dispatcher’s Console while taking the Scheduling Policy into consideration. Which three options are available to the Dispatcher? Choose 3 answers

Options:

Select a Service Appointment from the list, press the “Edit” action and allocate the Resource.

Select a Service Appointment from the list and press the “Schedule” action.

Select multiple Service Appointments from the list and bulk schedule them.

Select a Service Appointment from the list, press the “Candidates” action, and select the best time slot.

Select a Service Appointment from the list, press the “Change Status” action and “Dispatch.”

Answer

B, C, E

Questions # 14:

Containers wants to offer their Field Technicians a more limited view of Work Orders and Service Appointments in the Field Service mobile app compared to their Dispatchers. What should a Consultant recommend so the Field Technician sees only the necessary fields?

Options:

Field Technician Page Layouts

Field Technician Visualforce Pages

Field Technician Field Sets

Field Technician Mini-Page Layouts

Answer

Questions # 15:

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.

Options:

Open a Case and inform Customer of weekend service pricing.

Open a Case and send email with new Service Offerings.

Open a Case and a renewal Opportunity for the Sales team.

Open a Case and create a Work Order for the Dispatch Team.

Answer

A, B

Questions # 16:

Often, Technicians earn certifications that must be renewed periodically to ensure their skills remain up-to-date. How can these certifications be manager on the Resource?

Options:

Add the Resource Skill and track certification using reminder.

Add the Resource Skill and create Absence once expired.

Add the Resource Skill as Time Phased.

Add the Resource Skill and remove from the Service Territory once expired.

Answer

Questions # 17:

Universal Containers’ (UC) product named “Widget 1” should always receive phone support when an issue is logged against the product. A UC customer calls regarding an issue on “Widget 1” at their location. What should be implemented to ensure the customer’s case automatically receives remote technical support?

Options:

Create an Entitlement Template on the Product.

Create a Workflow Rule on the Case.

Create a Milestone on the Product.

Create a Visualforce Page on the Case.

Answer

Questions # 18:

Universal Containers is tracking customer issues in their call center. Sometimes this requires a technician to be on site at the Customer’s location. What set of steps should a Consultant recommend to dispatch the technician?

Options:

Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.

Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.

Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.

Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.

Answer

Questions # 19:

Universal Containers is evaluating a strategy for reducing the cost of service using automated scheduling. Which two approaches will contribute to this goal? Choose 2 answers

Options:

Reduced Work Orders per Shift.

Reduced Overtime per Work Order.

Reduced Travel Time per Work Order.

Reduced Absences per Employee.

Answer

B, C

Questions # 20:

Universal Containers (UC) wants to generate Work Orders from their Customer Service Cases. UC would like the Work Order to be linked to the Case and have the Customer Service Representative select a pre-defined template for the Work Order within the Service Console. Which two items should a Consultant recommend in order to achieve this? Choose 2 answers