Salesforce FSL-201 Exam Practice Test Instant Access

Question 1

Universal Containers wants to track the work that is performed on the customer's install base. Which object relationship should the Consultant utilize to meet this requirement?

AWork Orders to Assets

BWork Orders to Products

CProducts to Accounts

DAssets to Products

Answer : A

Assets are used to track the customer's install base, such as products or equipment that require service. Work orders are used to track the work that needs to be done on assets. By relating work orders to assets, the system can track the work history and status of each asset.

Question 2

Universal Containers wants to increase customer satisfaction by committing preferred resources to accounts and providing prompt service.

Which two default Scheduling Policies meet this requirement?

Choose 2 answers

AHigh Intensity

BSoft Boundaries

CCustomer First

DEmergency Policy

Answer : B, C

Soft Boundaries and Customer First are two default scheduling policies that meet the requirement of committing preferred resources to accounts and providing prompt service. Soft Boundaries prioritize resources that are assigned to the same account or service territory as the service appointment. Customer First prioritize resources that have the highest customer satisfaction rating.

Question 3

Universal Containers wants their Technicians to create an additional visit to complete unfinished work within the Salesforce Field Service mobile application.

Which approach should a Consultant recommend to meet the requirement?

ADefine a Visualforce page that creates a new Service Appointment record.

BDefine a Quick Action that creates a new Work Order record.

CDefine a Quick Action that creates a new Service Appointment record.

DDefine a Visualforce page that creates a new Work Order record.

Answer : B

Question 4

AW Computing technicians handle different kinds of jobs, many of which involve installing or replacing parts. Having the appropriate inventory is critical to completing the jobs on time.

How should field service be configured to ensure the parts required for a job are listed correctly on the work order?

AEnsure the product items are available in inventory.

BInclude the required products in the work type.

CAdd the product fields to the work order layout.

DCreate a flow to add the products to the work order.

Answer : C

A quick action is used to create a record from another record with predefined field values. By defining a quick action to create a new service appointment from an existing one, the technician can easily create an additional visit to complete unfinished work.

Work types are used to define the standard duration and skills required for a specific type of work. They can also include the required products that are needed for the work. By including the required products in the work type, the system can automatically add them to the work order when the work type is selected.

Question 5

Universal Containers tracks customer issues in its call center. Sometimes a Technician is required at the customer's location to resolve the issue.

Which sequence of steps should a Consultant recommend to dispatch the Technician?

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

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

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

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

Answer : C

This is the recommended sequence of steps to dispatch a technician for a customer issue. A case is created to track the customer issue, a work order is created to track the work that needs to be done, a service appointment is created to schedule the work, and a service appointment is dispatched to assign it to a technician.

Question 6

Each container consists of multiple parts that are tracked by Asset records. Universal Containers's customers usually wait until several parts need service before requesting a Technician come on-site to save money on service charges.

How should a Consultant configure Salesforce Field

Service to track the work performed?

ACreate a Work Type and Work Order for each Asset being serviced.

BCreate a Work Order and Work Order Line Item for each Asset being serviced.

CCreate a Work Order for all Assets being serviced and a Work Order Line Item for each Product Consumed.

DCreate a Work Type to automatically create relevant line items for each Asset.

Answer : B

This option allows tracking the work performed for each asset separately and associating it with a work order and a service appointment. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5

Question 7

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

Salesforce FSL-201 Implement Salesforce Field Service Exam Practice Test