Salesforce FSL-201 Exam Practice Test Instant Access

Question 1

Universal Containers wants to implement Service Level Agreements (SLA) for Work Orders.

Which three considerations should the Consultant take into account?

Choose 3 answers

AAn Entitlement Process must be applied to both Cases and Work Orders.

BMilestones for Work Orders can be configured in Setup.

CMilestones for Work Orders can be set up from the metadata API.

DA new Entitlement Process requires selecting a single Entitlement Process Type.

EA single Milestone can be added to both Case and Work Order Entitlement Processes.

Answer : B, C, D

These three considerations should be taken into account when implementing service level agreements for work orders, as they affect how milestones are created and applied to work orders. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_milestones_for_work_orders_overview.htm&type=5

Question 2

One of Universal Containers's customers allows maintenance only between 12 PM -1:00 PM.

On which object should a Consultant set Operating Hours to meet this requirement?

AService Territories

BService Territory Members

CService Appointments

DAccounts

Answer : D

This option allows setting operating hours for accounts to specify when service can be performed for customers. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm&type=5

Question 3

At Universal Containers, the Service Territory member's time zone is one hour behind the Service Territory time zone.

How should the Consultant ensure proper scheduling and optimization for the member?

AAdd one hour to the start and end times on the Service Territory.

BChange the time zone on the Service Territory Member's user record to match the Service Territory's time zone.

CAdd one hour to the start and end times on the Service Territory Member's Operating Hours.

DSubtract one hour from the start and end times on the Service Territory.

Answer : C

This option ensures that the service territory member's operating hours are aligned with the service territory's time zone, and avoids scheduling conflicts or gaps. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm&type=5

Question 4

Which two features on the Dispatcher Console should the Consultant use to visualize Rule Violating Service Appointments? Choose 2 answers

AColor Palettes

BGantt

CGantt Map

DAppointment List

Answer : A, D

Color Palettes are settings that allow dispatchers to customize the colors of service appointments on the Gantt based on different criteria such as status, priority, or rule violations[154]. Appointment List is a tool that allows dispatchers to view and filter service appointments in a list view based on different criteria such as status, priority, or rule violations[155]. Using these two features on the Dispatcher Console would allow visualizing Rule Violating Service Appointments by setting up color codes or filters based on rule violations. Gantt is a tool that allows dispatchers to view and manage service appointments on a timeline[156]. Gantt Map is a tool that allows dispatchers to view and manage service appointments on a map[157]. Using these two features on the Dispatcher Console would not allow visualizing Rule Violating Service Appointments by themselves unless combined with color palettes or appointment list. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_color_palettes_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_appointment_list_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_map_overview.htm&type=5

Question 5

Universal Containers (UC) wants to schedule Work Orders only if Technicians have the necessary qualifications to complete the designated work.

In which two ways can UC achieve this?

Choose ? answers

ALeverage the Match Skills Work Rule when scheduling appointments.

BLeverage the Match Skills Scheduling Policy when scheduling appointments.

CCreate Skills that relate to qualifications from Setup and assign them to a Service Resource.

Da Create Skills that relate to qualifications from the Skills tab and assign them to a Service Resource.

Answer : A, D

These two options allow creating skills that represent qualifications and assigning them to service resources and work orders, and using a work rule to match skills when scheduling appointments. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm&type=5

Question 6

Universal Containers sells widgets with multiple components. Based on a problem reported by a customer, one or more of the components need to be replaced.

What should a Consultant recommend to accurately record the required work?

AWork Orders with Service Appointments

BWork Orders with Work Order Line Items

CService Appointments and Service Appointment Line Items

DWork Orders with Products Consumed

Answer : B

This option allows recording the required work for each component separately, and tracking the status and progress of each Work Order Line Item. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5

Question 7

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 and is considered to have more repair work expertise than Contractor 2.

How should the Consultant configure the Contractors' experience?

AAssign Contractor 1 and 2 different Skill Levels for repair Work Type.

BAssign Contractor 1 as a Preferred Resource.

CAssign Contractor 1 and 2 different capacities for repair work.

DAssign Contractor 2 as an Excluded Resource.

Answer : A

Skills are records that define specific abilities or qualifications that service resources have[158]. Skill Levels are fields on the skill object that indicate the proficiency or experience of a service resource in a skill[159]. Assigning Contractor 1 and 2 different Skill Levels for repair Work Type would allow Universal Containers to configure the Contractors' experience by setting up criteria such as skill name equals repair and skill level equals high for Contractor 1 and low for Contractor 2. Assigning Contractor 1 as a Preferred Resource would not configure the Contractors' experience. Preferred Resources are optimization criteria that prioritize assigning service appointments to resources who have previously completed similar work orders or who are preferred by customers[160]. Assigning Contractor 1 and 2 different capacities for repair work would not configure the Contractors' experience. Capacities are fields on the service resource object that indicate the number of hours available for work per day or week[161]. Assigning Contractor 2 as an Excluded Resource would not configure the Contractors' experience. Excluded Resources are optimization criteria that prevent assigning service appointments to resources who are explicitly excluded by customers or dispatchers[162]. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm&type=5 https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_skill_skilllevel.htm https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_preferred_resources.htm&type=5 https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceresource_capacityhoursperday.htm https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_excluded_resources.htm&type=5

Salesforce FSL-201 Implement Salesforce Field Service Exam Practice Test