Achieve Success in the Salesforce FSL-201 Exam: A Detailed Salesforce - Implementing Field Service Lightning Guide

Questions 1

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.”

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Questions 2

In the dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? Choose 3 answers

Options:

Google Traffic Data

Resource’s Home Base

Service Appointments

Resource’s Travel Speed

Service Appointment Dependencies

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Questions 3

Universal Containers wants to use Work Types, since many of their Work Orders require the same Field Service Technician skills. What should the Consultant consider when using Work Types?

Options:

A change to the skills on a Work Type will affect the required skill on Work Orders previously created from that Work Type.

A Work Order inherits the Work Types required skills; however, the user has the ability to add/remove skills on the Work Order.

An existing Work Order Line Item will inherit the required skill of a Work Type, regardless of any existing required skills.

A Work Order Line Item will inherit their parent Work Order’s Work Type Skills, and the user is unable to make additional changes.

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Questions 4

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.

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Questions 5

Universal Containers wants to help their dispatchers determine the length of time a Work Order should last. What should the Consultant implement to help achieve this goal?

Options:

Work Types with an Estimated Duration.

Operating Hours for Customer Accounts.

Work Orders with Operating Hours.

Work Types with Service Level Agreement.

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Questions 6

Universal Containers (UC) is using Field Service and has customer meetings at UC’s offices. When booking meetings, they would like them to begin on hour, every hour, between 9am-5pm. How can this be achieved?

Options:

Use Territory-specific Operating Hours.

Use Customer Operating Hours.

Use Multiple Operating Hours with Slots for each hour.

Use Exact Appointments on the Work Types.

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Questions 7

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?

Options:

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 “Repeat Call” on the initial Work Order.

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

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Questions 8

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 customer’s account. What should a Consultant recommend to track these work requests?

Options:

Cases Only

Cases, Work Orders, and Tasks

Work Orders and Cases

Work Orders only

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Questions 9

Universal Containers provides multiple service types (i.e, Installation, Maintenance, Break/Fix, etc). Each Service requires a variety of skills and certifications in order for a resource to excel. Which two configurations should a Consultant implement to meet this requirement? Choose 2 answers

Options:

Create Multiple Work Orders Line Items per service.

Select the relevant Work Types for each Resource.

Assign the appropriate Skills to Resources.

Use Work Types with required Skills.

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Questions 10

Universal Containers has an initiative to reduce their carbon footprint. What factor should a Consultant recommend using in a Scheduling Policy to meet the above requirement?