Salesforce FSL-201 Exam Questions Free Practice Test

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Questions # 1:

Universal Containers provides 24/7 service support to its customers. However, their Field Service Technicians have specified working hours. Which two items should the Consultant create? Choose 2 answers.

Options:

Create operating hours for the Service Appointment.

Create operating hours for the Service Resource.

Create operating hours for the Optimization Engine.

Create operating hours for the Service Territory.

Expert Solution

Questions # 2:

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.

Options:

Open a Case and inform Customer of weekend service pricing.

Open a Case and send email with new Service Offerings.

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

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

Expert Solution

Questions # 3:

Universal Containers wants to process mobile payments. How can this requirement be met?

Options:

Attach a picture of the credit card

Add a custom filed to store the credit card number

Create a custom payments object

Install an AppExchange package.

Expert Solution

Questions # 4:

Universal Containers provides prompt service and has multiple service levels for different customers. Over 50% of Service Appointments are created on the same day they need to be completed. As a result, a Technician’s daily schedule can change multiple times throughout the day. What method of dispatching should a Consultant recommend implementing?

Options:

Automatically schedule unscheduled services to available Resources.

Automatically Dispatch Service Appointments using Drip Feed.

Automatically change the status to Dispatched of all Service Appointments.

Automatically run Optimization Background Job every hour.

Expert Solution

Questions # 5:

Universal Containers has a large filed service team with complex logistics process. Some of the field service data and pricing is managed in applications outside of Salesforce. The Consultant recommended bringing some data into Salesforce to streamline reporting for Field Service Managers. What report would be improved by integrating financial data from an outside system?

Options:

First time fix rate: The percentage of on-site service requests resolved on the first visit.

Service Technician utilization: Technician wrench time per month divided by the number of work hours in a given month.

Average time to repair: The average time required to repair or install as asset.

Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to repair or install an asset or respond to a service call.

Expert Solution

Questions # 6:

Universal Containers wants to have more control over the geography in which their Technicians are performing work. What capability should a Consultant enable?

Options:

Service Territories

Geotracking

Territory Management

Location Management

Expert Solution

Questions # 7:

Universal Containers has negotiated two key SLAS: 1) initial response and 2) overall resolution of issues related to installed products. What combination of Salesforce features should a Consultant recommend to support this use case?

Options:

Assets and Entitlements.

Assets and Service Contracts.

Accounts and Service Contracts.

Accounts and Assets

Expert Solution

Questions # 8:

Universal Containers does not want the lunch break to interfere with existing scheduled work. How should a Consultant configure the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1pm?

Options:

Create a recurring Service Appointment

Create Resource Absences every day.

Use appropriate Resource Operating Hours.

Use the Resource Availability Rule.

Expert Solution

Questions # 9:

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.

Expert Solution

Questions # 10:

Over 70% of Universal Containers’ sales are made by Field Technicians during on-site, customer visits, Many times, after selling a product, they will install the product as part of the current body of work. How should a Consultant recommend accomplishing this in the Field Service mobile app?

Options:

Create a New Task linked to the Contact and assign to a Sales Rep.

Add a “Create Opportunity” Quick Action to the Work Order Line Item.

Create a custom Visualforce page to create a new Opportunity.

Add an “Upsell” Quick Action to the Account that creates a new Work Order

Expert Solution

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