Salesforce FSL-201 Exam Questions Instant Access

Question 1

Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require expedited on-site service.

How should a Consultant recommend UC handle unplanned service during times of severe weather?

APostpone all lower-priority jobs and extend Due Dates.

BConfigure an Emergency Policy and use the Emergency Wizard.

CManually flag Service Appointments as 'In Jeopardy'' due to weather.

DConfigure a new Service Level for immediate assignment.

Answer : B

This option allows handling unplanned service during times of severe weather by creating a policy that overrides the existing scheduling policy and using a wizard to reschedule service appointments based on the emergency policy. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_emergency_wizard.htm&type=5

Question 2

The Dispatcher at Universal Containers wants to schedule Service Appointments from the Dispatch Console while taking the Scheduling Policy into consideration.

Which three options are available to the Dispatcher? Choose 3 answers

ASelect a Service Appointment from the list and use the ''Schedule'' action.

BSelect a Service Appointment from the list, use the ''Change Status'' action and ''Dispatch.''

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

Dgy Select a Service Appointment from the list, use the ''Candidates'' action, and select the best time slot.

ESelect a Service Appointment from the list, use the ''Edit'' action and allocate the Resource.

Answer : A, C, D

These three options are available to the dispatcher to schedule service appointments from the dispatch console while taking the scheduling policy into consideration. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_dispatch_console_schedule_appointments.htm&type=5

Question 3

Which two considerations impact the scheduled timeframe of Multi-day Work?

Choose 2? answers

AAssigned Resource

BHomebase Travel

CResource Skill Level

DBreak Duration

Answer : A, D

These two considerations impact the scheduled timeframe of multi-day work, as they affect the availability and capacity of the resource assigned to the work. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_multi_day_work.htm&type=5

Question 4

Universal Containers wants to prevent the lunch break from interfering with existing scheduled work.

How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1 PM?

ACreate a recurring Service Appointment.

BUse the Resource Availability Rule.

CUse appropriate Resource Operating Hours.

DCreate Resource Absences every day.

Answer : B

Resource Availability Rules are rules that define when resources are available for service appointments based on their working hours, absences, breaks, travel time, etc.[77]. Using the Resource Availability Rule would allow configuring the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1 PM by setting up criteria such as break duration equals 30 minutes and break start time after 1 PM[78]. Creating a recurring Service Appointment would not ensure a 30-minute lunch break that begins every day after 1 PM. Recurring Service Appointments are service appointments that repeat at regular intervals such as daily, weekly, or monthly[79]. Using appropriate Resource Operating Hours would not ensure a 30-minute lunch break that begins every day after 1 PM. Resource Operating Hours are records that define when resources are available for work based on their time zones, business hours, holidays, etc.[80]. Creating Resource Absences every day would not ensure a 30-minute lunch break that begins every day after 1 PM. Resource Absences are records that mark resources as unavailable for work for specific time periods due to sickness, vacation, or other reasons[81]. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_resource_availability_rules_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_availability_rules_breaks.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_recurring_service_appointments_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_operating_hours_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_absences_overview.htm&type=5

Question 5

Northern Trail Outfitters has hired a contractor to help with service calls on an as-needed basis. The contractor should be limited to travel a maximum of 50 minutes from home.

Which action should a consultant recommend?

ALink rules to Relevance Groups.

BAssign a high efficiency score.

CCheck 'Keep These Appointments Scheduled'.

DInclude a Match Fields work rule.

Answer : D

Match Fields work rules are rules that restrict travel distance between home location and first appointment location for resources[64]. Including a Match Fields work rule would allow limiting contractors to travel a maximum of 50 minutes from home by setting up criteria such as travel distance less than or equal to 50 minutes between home location field and first appointment location field[65]. Linking rules to Relevance Groups would not limit travel distance between home location and first appointment location for resources. Relevance Groups are groups of rules that apply only to specific types of services such as emergency or preventive maintenance[66]. Assigning a high efficiency score would not limit travel distance between home location and first appointment location for resources. Efficiency score is a metric that measures how well resources use their working hours based on factors

Question 6

Universal containers want technicians to view work progress through the work

order line-item card in the field service lightning mobile app.

Which configuration steps should a consultant take to meet this requirement?

Aadd the work order line items related list of the work order page layout and assign the
layout to the technician 's profile.

Bcreate a custom visual force page and add an external link in the field service
lightning mobile app to view the page in the mobile browser.

Ccreate a custom lightning component that displays work order progress and deploy it
to technicians through the field lightning mobile app.

Dcreate a report chart that summarizes work order line items and add a link to the
service appointment layout.

Answer : C

A custom lightning component that displays work order progress can be created using Lightning Web Components or Aura Components and deployed to technicians through the Field Service Mobile App using Mobile App Extensions. Adding the work order line items related list to the work order page layout would not show the work progress on the work order line-item card in the Field Service Mobile App. Creating a custom visual force page or a report chart would not be compatible with the Field Service Mobile App user interface. Reference: https://developer.salesforce.com/docs/component-library/documentation/en/lwc https://developer.salesforce.com/docs/atlas.en-us.lightning.meta/lightning/ https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_extensions.htm&type=5

Question 7

Service technicians at AW Computing use the Field Service mobile application when in the field. The technicians rely on Knowledge articles to assist them with completing assigned work.

How should the solution be configured to ensure technicians can access relevant Knowledge articles?

ACreate a quick action on the work order to search the Knowledge base.

BAttach the relevant articles to the work order or work order line items.

CUpdate the Service Appointment page layout to include the Articles related list.

DAdd the Knowledge Lightning component to the Field Service mobile app.

Answer : B

Attaching relevant articles to the work order or work order line items allows technicians to access them offline using the Field Service Mobile App. Creating a quick action on the work order to search the Knowledge base would not ensure offline access, as it would require an internet connection to perform the search. Updating the Service Appointment page layout to include the Articles related list or adding the Knowledge Lightning component to the Field Service Mobile App would not be effective, as technicians use the Work Order Line Item Card in the Field Service Mobile App to view their assigned tasks. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_item_card.htm&type=5

Salesforce Implement Salesforce Field Service FSL-201 Exam Questions