FSL-201 Exam Dumps - Salesforce - Implementing Field Service Lightning

Question # 4

Universal Containers wants to monitor Customer Satisfaction (CSAT) after a Work Order is complete. How can CSAT information be collected?

Add the CSAT Visualforce page to the Work Order.

Install the Survey Snap-in for CSAT capture.

Install an AppExchange Package.

Enable the CSAT Quick Action for Work Orders.

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Question # 5

Universal Containers (UC) wants to track all customer work requests. UC has no requirement to track where the work originated from, but does need the requests tied to the customerâ€™s account. What should a Consultant recommend to track these work requests?

Cases Only

Cases, Work Orders, and Tasks

Work Orders and Cases

Work Orders only

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Question # 6

What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences?

Service Objectives and Work Types

Service Objectives and Work Rules

Service Levels and Work Rules

Service Contracts and Service Levels.

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Question # 7

Universal Containers performs multi-staged jobs, where the second job can only begin after completion of the first job. How should a Consultant recommend implementing this process?

Create two Service Appointments, set the Related Service Appointment and Time Dependency.

Create one Service Appointment with the total duration of the two jobs and assign two Resources.

Create two Service Appointments and schedule them to the same Resource.

Create one Service Appointment and schedule it to two different Resources.

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Question # 8

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?

Validation Rules and Work Types

Work Types and Skill Requirements

Milestones and Service Appointments

Skill Requirements and Entitlements

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Question # 9

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?

Create a new Work Order and relate it to the previous Work Order.

Create a new Work Order and relate it to the Customer.

Update a field called â€œRepeat Callâ€ on the initial Work Order.

Create new Work Order Line Items under the initial Work Order.

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Question # 10

Universal Containers has a Partner Community. Work Orders are assigned to these partners. Partners are not interacting with Service Appointments or Service Resources. How would a Partner user update the Work Order record from a mobile device?

Field Service mobile app

Salesforce Mobile

Salesforce1

Salesforce Touch

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Question # 11

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 customerâ€™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.

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Question # 12

Universal Containers wants their Technicians to record an Asset Number using a barcode scanner when completing Work Orders. What field types should be configured to capture this information?

Barcode

Formula

Text

Number

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Question # 13

Universal Containers wants to reduce their mean-time-to-service. Which three Field Service processes should a Consultant recommend to accomplish this goal? Choose 3 answers.

Adjust Scheduling Policy

Knowledge Base

Customer Entitlements

Dispatching

Scheduling

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Question # 14

Universal Containersâ€™ (UC) Technicians often report seeing competitorâ€™s assets when on-site. UC would like to run a report on which of their customers have competitive assets. How should a Consultant recommend meeting this requirement using the Field Service mobile app?

Manually create a competitorâ€™s Asset Record on the Field Service mobile app.

Use a Quick Action to create a competitor Asset Record on the Field Service mobile app.

Use a Quick Action to create a Note to explain the competitorâ€™s Asset and attach it to the Work Order.

Use a Macro to create a competitor Asset Record on the Field Service mobile app.

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Question # 15

Universal Containers wants their Field Technicians to indicate if any of their Service Appointments are at risk of not being completed on time. They would like for this to be achieved on a mobile device using a Quick Action. What should a Consultant recommend to achieve this requirement?

Update the Service Appointment Status filed. (canâ€™t be done from mobile)

Reschedule the Service Appointment for later. (from mobile it can only be reschedule via chatter)

Update the Service Appointment Chatter feed.

Update the Service Appointment field â€œIn Jeopardyâ€ (its not a Service Appointment field)

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