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Salesforce FSL-201 - Salesforce - Implementing Field Service Lightning

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Total 105 questions

Universal Containers wants to allow Field Technicians to view work progress through the Work Order Line Item card in the Field Service mobile app. How can this be supported?

A.

Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.

B.

Create a custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.

C.

Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician’s profile.

D.

Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through salesforce1.

Universal Containers (UC) uses Service Contract based Entitlements to determine their Service Level Agreements. UC would like to track adherence to Service Contract SLAS. Where would UC apply an Entitlement record to track the specific Service Contract SLAS?

A.

Work Order Line Items

B.

Service Contract

C.

Work Order

D.

Account

Universal Containers utilizes two contractors, Contractor 1 and Contractor 2, to perform repair work, Contractor 1 has provided service longer for Universal Containers and is considered to have more repair work expertise than Contractor 2. How should a Consultant configure this expertise for Contractor 1 versus Contractor 2?

A.

Assign Contractor 2 as an excluded Resource.

B.

Assign Contractor 1 and 2 different capacities for repair work.

C.

Assign Contractor 1 as a Preferred Resource.

D.

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

Universal Containers sells products that are made up of serialized components. Field Technicians often need to work on a specific component. How should a Consultant recommend tracking the products a customer buys so Work Orders can be assigned to a component?

A.

Use Work Orders and define a hierarchy.

B.

Use Orders and Order Products.

C.

Use Products and Product Families.

D.

Use Assets and define a hierarchy.

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.

A.

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

B.

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

C.

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

D.

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

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?

A.

Field Service mobile app

B.

Salesforce Mobile

C.

Salesforce1

D.

Salesforce Touch

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

A.

Reduced Work Orders per Shift.

B.

Reduced Overtime per Work Order.

C.

Reduced Travel Time per Work Order.

D.

Reduced Absences per Employee.

A Field Service Technician wants to view a list of parts consumed during a given time period. The Technician will then use the data to replenish inventory on the truck. Which three steps should a Consultant recommend to track the number of parts consumed? Choose 3 answers.

A.

Build a report to view Products Consumed on Work Order Line Items.

B.

Build a report using the Service Appointment Inventory module.

C.

Build a report to view Products Consumed on Work Orders.

D.

Build a report using the Work Order inventory module.

E.

Build a report to view Inventory Transactions.

A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about to expire. Which two upsell activities should the CSR consider? Choose 2 answers.

A.

Open a Case and inform Customer of weekend service pricing.

B.

Open a Case and send email with new Service Offerings.

C.

Open a Case and a renewal Opportunity for the Sales team.

D.

Open a Case and create a Work Order for the Dispatch Team.

A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about to expire. Which two upsell activities should the CSR consider? Choose 2 answers.

A.

Open a Case and inform Customer of weekend service pricing.

B.

Open a Case and send email with new Service Offerings.

C.

Open a Case and a renewal Opportunity for the Sales team.

D.

Open a Case and create a Work Order for the Dispatch Team.