FSL-201 Salesforce - Implementing Field Service Lightning exact Exam Questions

Salesforce - Implementing Field Service Lightning

Last Update 16 hours ago Total Questions : 105

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Question # 11

Universal Containers has an initiative to increase customer satisfaction by committing preferred resources to accounts and providing prompt service. Which two Scheduling Policies would assist to meet this initiative? Choose 2 answers

Soft Boundaries

Customer First

High Intensity

Emergency Policy

Question # 12

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?

Add additional page to End Section of report.

Add additional field to Address Section of report.

Add additional filed to General Section of report.

Add additional image to Detail Section of report.

Add additional dates in Date Section of report.

Question # 13

Universal containers has a large volume of cancellations occurring on their Work Orders. The COO wants to manage Work Order cancellations and subsequent follow-ups. Which two options should a Consultant recommend? Choose 2 answers.

Change the Work Order with a closed status of “Cancelled.”

Change the Work Order with a status of “New.”

Re-use the existing Work Order for the follow-up.

Create a child Work Order for the follow-up Work Order.

Question # 14

Universal Containers wants to track the total associated price when servicing Work Order for customers. Which two of the following should a Consultant recommend? Choose 2 answers

Use Work Order and Work Order Line Items.

Use the Einstein Pricing Configurator.

Set up Products and Price Books.

Use a custom object to model the Work Order pricing.

Question # 15

Universal Containers’ DSO (Days Sales Outstanding) is at an all-time high, and they are evaluating way to shorten the collection time. What will help reduce DSO?

Require Technicians log all non-billable hours.

Require customer signature on billable Work Orders

Require approval on all Installations.

Require Technicians sign-off on Work Orders.

Question # 16

The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is sent. Which two items should a Consultant implement to ensure Work Orders cannot be closed? Choose 2 answers.

Custom Work Order Escalation Rules

Custom Validation Rule on Work Orders

Custom Approval Process on Work Orders

Custom Work Order Status with Category

Question # 17

Universal Containers has Role-based Technicians and Managers who handle Service Appointments. Many times, Technicians arrive on-site but are unable to gain access to the customer’s equipment. In this scenario, only the Manager has permission to cancel the Service Appointment. How should a Consultant recommend adhering to this business process?

Assign Permission Sets that allow Status Transitions.

Allow Status Transitions based on Role.

Limit Status Transitions based on Profile.

Configure Status Transitions based on Resource Type.

Question # 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?

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.

Question # 19

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?

Drag and drop the Service Appointments to other available Resources and run Optimization.

Ask the Customer Service Rep to call the customers and manually re-schedule for another day.

Change the Scheduling Policy to “High Intensity” and activate the Background Optimization process.

Update the Resource a not available, select the affected Service Appointments, and press “Schedule.”

Question # 20

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

Reduced Work Orders per Shift.

Reduced Overtime per Work Order.

Reduced Travel Time per Work Order.

Reduced Absences per Employee.