Prepare for the Salesforce Certified Field Service Consultant Exam with FSL-201 Dumps

1. Universal Containers wants their Technicians to capture potential up-sell opportunities identified during site visits that will then be addressed by the inside sales team.

What Configuration will support this requirement?

2. A Field Service Technician wants the ability to view a list of currently available parts on another Technician’s truck. The Technician will then have ability to request the part(s) from the other Technician.

What should a Consultant recommend to view and transfer parts between Technicians?

3. Universal Containers wants to represent and track a Bill of Material (BoM).

What should a Consultant recommend?

4. The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is sent.

Which two items should a Consultant implement to ensure Work Orders cannot be closed? Choose 2 answers.

5. Universal Containers performs service which may require more than one task on a Work Order. A Consultant has recommended Work Order Line Items to manage the task(s).

What should be considered as part of this solution to ensure tasks are dispatched?

6. Universal Containers has an initiative to increase customer satisfaction by committing preferred resources to accounts and providing prompt service.

Which two Scheduling Policies would assist to meet this initiative? Choose 2 answers

7. 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?

8. Universal Containers is implementing Field Service Lightning and wants to make sure the dispatch team receives Work Orders with appropriate resource and timeframe requirements defined.

What should a Consultant implement to achieve this requirement?

9. Universal Containers’ (UC) customers have asset scheduled to be moved between locations by field personnel. UC wants to implement a standard process focused on asset traceability.

Which two object should a Consultant recommend to meet this requirement? Choose 2 answers

10. Universal Containers has Role-based Technicians and Managers who handle Service Appointments. Many times, Technicians arrive on-site but are unable to gain access to the customer’s equipment. In this scenario, only the Manager has permission to cancel the Service Appointment.

How should a Consultant recommend adhering to this business process?

11. Universal Containers schedules jobs that require multiple steps when on-site. They would like to add a new status to the existing status flow.

Which two configurations need to be set up? Choose 2 answers.

12. Universal Containers would like to enforce a 48-hour SLA to ensure that Technicians perform certain follow-up activities after they leave a customer site. The starting point of the SLA is when the Work Order Status is set to “Technician Wrap Up.” The Technician is required to provide confirmation that wrap up is completed.

Which three configurations should a Consultant implement to ensure this can be achieved? Choose 3 answers

13. 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

14. Universal Containers is implementing Field Service Lightning in multiple European Countries, where pricing varies by product.

Which two options should a Consultant recommend when considering the setup and configuration of Price Books?

15. What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences?

16. 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?

17. A Technician is onsite where there is no connectivity and is required to capture the customer’s signature.

What is the appropriate order of operations as the Technician goes back online?

18. Universal Containers would like to provide Field Service Technicians the ability to capture details and customer approval on completed work so that the details can be compiled and sent to the customer electronically.

What should a Consultant recommend to meet this requirement?

19. Universal Containers typically performs installs, break-fix, and inspections for all clients. The Service Manager wants to create a template for common work requests.

What should a Consultant implement to assist the dispatch team?

20. Universal Containers is receiving increased complaints about incomplete Work Orders.

What option should a Consultant recommend to improve this situation?

21. Universal Containers has noticed that with every new product release there is a rise in customer reported Cases and a decrease in first-time fix-rate.

Which two recommendations should a Consultant make? Choose 2 answers.

22. Universal Containers is experiencing an issue where Technicians are repeatedly called back to a job that has been completed in the past.

How should a Consultant recommend this information be tracked?

23. Universal Containers wants to process mobile payments.

How can this requirement be met?

24. When should both the Root Work Order and Root Work Order Line Item fields be added to

page layouts?

25. Universal Containers has an initiative to reduce their carbon footprint.

What factor should a Consultant recommend using in a Scheduling Policy to meet the above requirement?

26. Universal Containers wants to provide Dispatchers with Account and Asset details when they hover over each Service Appointment.

How should a Consultant recommend implementing this feature?

27. 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?

28. Universal Containers’ (UC) Technicians are required to record actual work duration against baseline estimates at the Work Order Line Item Level for certain tasks.

How can this be supported using standard fields and features?

29. Universal Containers wants to automatically create Work order Line Items based on the products being serviced.

How can this be achieved?

30. Universal Containers wants their Technicians to be allowed to reschedule a visit for the same work within the Field Service mobile application.

What approach should a Consultant recommend?

31. Universal Containers wants to ensure that only Field Technicians with a specialized certification are sent Work Orders of a specific type. In which two ways can a Consultant ensure the correct Resources are assigned to Work Orders? Choose 2 answers.

32. A Technician is onsite where there is no connectivity and is required to capture the customer’s signature.

What is the appropriate order of operations as the Technician goes back online?

33. Universal Containers wants ensure that inventory needed for repair jobs is tracked and managed so Technicians have the material for their jobs.

Which two ways should a Consultant recommend tracking these inventory requirements in Salesforce? Choose 2 answers

34. Universal Containers wants to provide a pro-formal invoice to their customer at the completion of a Work Order.

Which three should a Consultant set up in order to achieve this requirement?

35. Universal Containers has installed base equipment that requires specific expertise to install or decommission. Additionally, the effort can vary significantly based on equipment type.

What solution should a Consultant recommend to efficiently manage installation and decommission work?

36. Universal Containers needs to implement a way to track all internal and external work associated with an inbound contact center request.

How should a Consultant recommend tracking the work?

37. Containers wants to offer their Field Technicians a more limited view of Work Orders and Service Appointments in the Field Service mobile app compared to their Dispatchers.

What should a Consultant recommend so the Field Technician sees only the necessary fields?

38. 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.

39. Universal Containers wants to reduce their mean-time-to-service.

Which three Field Service processes should a Consultant recommend to accomplish this goal? Choose 3 answers.

40. Universal Containers wants the ability for their Field Technicians to log sales opportunities associated with their Work Orders.

What configuration should a Consultant implement so Field Technicians can easily achieve this through the Field Service Mobile app?