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Salesforce FSL-201 - Salesforce - Implementing Field Service Lightning

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Total 105 questions

Universal Containers wants to give Field Technicians the ability to create follow-up appointments if they are unable to complete w Work Order due to missing inventory. What should a Consultant implement to meet this requirement?

A.

Implement a Macro to generate Service Appointments on the existing Work Order.

B.

Implement a Quick Action to create a new Work Order Line Item on the existing Work Order.

C.

Implement a Quick Action to create a new Service Appointment on the existing Work Order.

D.

Implement a Custom Button to Create a Service Appointment on the existing Work Order.

Universal Containers (UC) wants to customize Service Reports provided to customers at sign-off. Which three options are available through configuration in Field Service Lightning?

A.

Add additional page to End Section of report.

B.

Add additional field to Address Section of report.

C.

Add additional filed to General Section of report.

D.

Add additional image to Detail Section of report.

E.

Add additional dates in Date Section of report.

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

A.

Select a Service Appointment from the list, press the “Edit” action and allocate the Resource.

B.

Select a Service Appointment from the list and press the “Schedule” action.

C.

Select multiple Service Appointments from the list and bulk schedule them.

D.

Select a Service Appointment from the list, press the “Candidates” action, and select the best time slot.

E.

Select a Service Appointment from the list, press the “Change Status” action and “Dispatch.”

Universal Containers would like to engage Contractors and Customers directly in their Field Service Solution. Which three options will provide read, write and edit access to Works Order objects? Choose 3 answers

A.

Customer Communities Plus

B.

Chatter Files Connect

C.

Chatter Customer Groups

D.

Partner Communities

E.

Customer Communities

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?

A.

Cases Only

B.

Cases, Work Orders, and Tasks

C.

Work Orders and Cases

D.

Work Orders only

Universal Containers is looking to implement Entitlement Management to meet the following requirements: Any employee from the customer account is eligible for support. Specific purchased products are eligible for support. What Objects should be set up for Entitlement Management?

A.

Accounts and Assets

B.

Contacts and Service Contracts

C.

Accounts and Service Contracts

D.

Contracts and Assets

Universal Containers has implemented a Knowledge solution to provide Field Technicians with information necessary to complete assigned work. Which two capabilities will now be available?

A.

Attach Knowledge Articles to Work Order Line Items Only.

B.

Manage Attached Articles and Search the Knowledge Base.

C.

Attach Articles to Work Orders and Work Order Line Items.

D.

Include Quick Actions and Global Actions in Attached Articles.

Universal Containers is concerned about the decrease in Asset Uptime metrics. Which two actions should a Consultant recommend?

A.

Establish a Preventative Maintenance program for their install base.

B.

Integrate IoT data from their install base to detect asset issues.

C.

Launch a feedback survey to their install base and follow up on results.

D.

Review existing contracts for obsolete provisions and requirements.

Universal Containers (UC) wants to track the full lifecycle of their Cases. UC defines a Case as resolved when all interactions with the customer are complete. How can a Consultant ensure that Cases are closed when all Work Orders associated to the Case are complete?

A.

Use Workflow to close the Case when all Work Orders are closed.

B.

Use Process Builder to close the Case when all Work Orders are closed.

C.

Use Workflow to close the Case when the Work Order is dispatched.

D.

Use Process Builder to close the Case when the Work Order is created.

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?

A.

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

B.

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

C.

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

D.

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