Salesforce Implement Salesforce Field Service FSL-201 Exam Questions

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Total 163 questions
Question 1

Universal Containers (UC) schedules jobs that require multiple steps when on-site. UC wants to add a new status to the existing status flow.

Which two configurations should the Consultant set up to meet this requirement?

Choose ? answers

A, Add the Status Transitions to the Technicians' Profile.



Answer : B, C

hese two configurations allow adding a new status to the existing status flow for Service Appointments, and defining which statuses can transition to or from the new status. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions.htm&type=5


Question 2

Universal containers plans to deploy field service lightning to 100 external

contractors. There are 75 contractors who need access to work

Orders assets mobile app, and chatter. the remaining 25 contractors are paid a

commission on sales of containers and need to schedule resources.

Which license types and quantities should the consultant recommend?



Answer : B

Contractors are external users who can access Field Service features such as work orders, service appointments, assets, products consumed, etc... There are two types of contractor licenses available: Contractor (Full Access) and Contractor (Limited Access). Contractor (Full Access) licenses allow users to access all Field Service features except scheduling optimization. Contractor (Limited Access) licenses allow users to access only work orders assigned to them or their crew members via mobile app or web browser[22. Universal Containers should deploy 25 Contractor (Full Access) licenses to contractors who need to schedule resources and 75 Contractor (Limited Access) licenses to contractors who need access to work orders, assets, mobile app, and chatter. Reference: https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_license_types.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_full_access_license_features.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_limited_access_license_features.htm&type=5


Question 3

Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.

When designing the Customer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming appointment?

Choose 2 answers



Answer : B, D

Arrival Window Start and Arrival Window End are fields on the Service Appointment that indicate when a technician is expected to arrive at a customer site based on travel time and service duration calculations. These fields can be shared with customers to set expectations around upcoming appointments. Scheduled End and Scheduled Start are fields on the Service Appointment that indicate when a technician is scheduled to start and end their service based on their availability and assigned time slots. These fields are not accurate indicators of when a technician will arrive at a customer site, as they do not account for travel time and service duration variations. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5


Question 4

Universal Containers wants to identify which resources need more or fewer appointments.

Which Gantt chart filter option should a Consultant recommend to provide this information?



Answer : D

Sort by Average Utilization is an option on the Resources Tab of the Gantt chart that allows sorting resources by their average utilization percentage[239]. Utilization is a metric that measures how much time a resource spends on service appointments compared to their total working hours[240]. Selecting Sort by Average Utilization on the Resources Tab would allow Universal Containers to identify which resources need more or fewer appointments by showing them how busy each resource is based on their utilization percentage[241]. Selecting Date Resolution on the Hours Tab would not allow Universal Containers to identify which resources need more or fewer appointments. Date Resolution is an option on the Hours Tab of the Gantt chart that allows changing how many hours are shown per column such as 1 hour, 2 hours, or 4 hours[242]. Selecting Travel Time and Breaks as skills on the Skills Tab would not allow Universal Containers to identify which resources need more or fewer appointments. Skills are records that define specific abilities or qualifications that resources have[243]. Travel Time and Breaks are not skills but fields on the Resource object that define how much time a resource spends traveling between service appointments and how much time they take for breaks[244]. Selecting Hours, Absences and Overtime on


Question 5

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?



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 6

universal container requires trained inspectors to make 3 site visits per year to inspect the container customers' sites. These visits must be scheduled within 14 days of inspection due date.

What are two ways a Consultant can configure maintenance plans to meet the requirements?

Choose 2 answers



Answer : A, D

A generation horizon is the number of days before the maintenance plan start date that work orders are generated. A generation time frame is the number of days before the maintenance plan end date that work orders are generated. To ensure that work orders are generated within 14 days of inspection due date, both the generation horizon and the generation time frame should be set to 14 days. Associating a work type called site or a required skill called site visits to maintenance plans would not affect the timing of work order generation, but would affect the scheduling and assignment of service appointments. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm&type=5


Question 7

Universal Containers wants to assign Service Appointment based on the Polygon of the child service territory in the hierarchy.

How should a Consultant assign Service Appointments to the Polygon?



Answer : D

Polygons are geographic areas that define service territories for scheduling and optimization purposes. The Polygon Assignment Policy determines which polygon in a service territory hierarchy is used to assign service appointments to service resources based on their location or skills.Setting it to the Lowest Level ensures that service appointments are assigned based on the polygon of the child service territory in the hierarchy1.Setting it to the Highest Level would use the polygon of the parent service territory in the hierarchy1. The Territory Assignment Policy determines which territory in a hierarchy is used to filter available resources for scheduling.It does not affect polygon assignment. Reference:1https://help.salesforce.com/s/articleView?id=sf.fs_polygons_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_territories_overview.htm&type=5


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