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Salesforce FSL-201 exam is intended for professionals who have experience working with the Salesforce platform and possess a strong understanding of the Field Service Lightning platform. FSL-201 exam can serve as a stepping stone for individuals who are looking to advance their careers in the field of field service management. Salesforce - Implementing Field Service Lightning certification is recognized globally and can help professionals stand out in a competitive job market.
NEW QUESTION # 94
a dispatcher notice that the crew assigned to a service appointment is missing a skill requirement for the appointment.
How can the dispatcher update the service crew to meet those requirements?
- A. Edit the service appointment and add a new service resource.
- B. Use the crew management tool to add service resources to the crew.
- C. Create a new service appointment with a different crew.
- D. Update the service crew on the service appointment's work type.
Answer: B
NEW QUESTION # 95
A customer's enterprise architect has identified requirements around caching, queuing, error handling, alerts, retries, event handling, etc. The company has asked the Salesforce integration architect to help fulfill such aspects with their Salesforce program.
Which three recommendations should the Salesforce integration architect make?
Choose 3 answers
- A. Message transformation and protocol translation should be done within Salesforce.
Recommend leveraging Salesforce native protocol conversion capabilities as middle watools are NOT suited for such tasks - B. Provide true message queueing for integration scenarios (including orchestration,process choreography, quality of service, etc.) given that a middleware solution is required.
- C. Transform a fire-and-forget mechanism to request-reply should be handled bymiddleware tools (like ETL/ESB) to improve performance.
- D. Event handling processes such as writing to a log, sending an error or recovery process, or sending an extra message, can be assumed to be handled by middleware.
- E. Event handling in a publish/subscribe scenario, the middleware can be used to route requests or messages to active data-event subscribers from active data-event publishers.
Answer: B,D,E
NEW QUESTION # 96
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?
- A. Use appropriate Resource Operating Hours.
- B. Create Resource Absences every day.
- C. Use the Resource Availability Rule.
- D. Create a recurring Service Appointment.
Answer: B
NEW QUESTION # 97
Universal container wants to ensure the technician has the correct equipment before arriving at a job site.
Which two considerations should the consultant take into account when configuring?
field service lightning?
Choose 2 answers
- A. Quantity and unit of measure are required when adding a required product
- B. Required product must be added to both work order and all work order line items
- C. Work type can be configured to include required products on the work order and work order line item
- D. Validation rule and triggers created on work order and work order line-item objects are automatically recreated for work
Answer: C,D
NEW QUESTION # 98
Universal containers (UC) have enabled field service lightning and installed the managed package. UC wants to ensure that technicians can update their own appointments' status using the dispatcher console Gantt chart.
Which steps should the consultant take to meet these requirements?
- A. Create permission sets and assign the field service lightning mobile permission set to service resources.
- B. Create permission sets and assign the field service lightning resource permission set and scheduling license to each technician
- C. Create permission sets and assign the field service lightning scheduling and mobile permission sets to the resource profile.
- D. Create permission sets and assign the field service lightning admin permission set to service resources.
Answer: B
NEW QUESTION # 99
Universal Containers (UC) has 140 service resources who handle 2,400 service appointments per day.
How should UC define Service Territories to ensure a high quality of optimization and dispatcher experience?
- A. Two Service Territories that split the Service Resources evenly
- B. Five Service Territories with fewer than 500 Service Appointments per day
- C. One Service Territory with four Polygons
- D. Three Service Territories with fewer than 50 resources
Answer: D
NEW QUESTION # 100
A customer has been having problems with SMS responses getting the default keyword response rather than the appropriate next keyword response.
What are two potential reasons for this unexpected response?
Choose 2 answers
- A. Responses are not sent within the Conversation Window.
- B. Responses are not sent within 24 hours of the outbound message.
- C. Next keyword was not specified on the outbound message.
- D. Response contained "stop" in the message content.
Answer: B,C
NEW QUESTION # 101
An agent has to create a Work Order for a complex installation. A Work Order Line Item is created for each required component so it can be tracked and priced separately. However, a few of the components are only on the company's Preferred Price Book while the others are on the U.S. Price Book.
Which solution should a Consultant recommend so the agent can meet this requirement?
- A. Create one Work Order and override the price on Work Order Line Items for products on the Preferred Price Book.
- B. Create one Work Order for each Price Book and add Work Order Line Items to the appropriate Work Order based on its Price Book.
- C. Create one Work Order for each Price Book and use Work Types to assign the Price Book to each Work Order Line Item.
- D. Create one Work Order and add Work Order Line Items based on the Price Book selected on the Work Type.
Answer: B
NEW QUESTION # 102
Universal Containers (UC) wants to deploy Knowledge to its field team.
How should UC ensure its Technicians can access Knowledge Articles offline?
- A. Use the Salesforce mobile app with deep linking to the Salesforce Field Service mobile app.
- B. Use Work Types to assign associated Articles to Work Orders.
- C. Write a workflow that associates Articles to Work Orders based on a picklist on the Work Order.
- D. Create a custom mobile app that syncs articles based on Service Appointment assignments.
Answer: B
NEW QUESTION # 103
universal containers technician may be assigned to jobs with arrival window to meet the costumer appointment time preference technicians are also assigned to jobs without a preferred appointment time In which two ways should the consultant define operation house to meet this requirement Choose 2 answers
- A. The due date of the service appointment
- B. The time slots for appointment booking
- C. When service resources are available for work
- D. The maintenance plan for account
Answer: A,B
NEW QUESTION # 104
Universal Containers' Customers typically like to be served by the same Technician that completed the initial installation. How should a Consultant implement this rule?
- A. Add the Resource as a Required Resource.
- B. Add all other Resources as Excluded Resources.
- C. Add the Account as one of the Resource Skills.
- D. Add the Resource as a Preferred Resource.
Answer: D
NEW QUESTION # 105
Universal Containers is receiving increased complaints about incomplete Work Orders. What option should a Consultant recommend to improve this situation?
- A. Decrease Resource Rant Score.
- B. Send an email CSAT survey.
- C. Change the Scheduling Rules.
- D. Implement Validation Rules and Signature Capture.
Answer: D
NEW QUESTION # 106
Universal Containers offers 2-hour versus 4-hour appointment booking windows for Gold versus Standard Customers. What should a Consultant recommend to offer appropriate appointment booking windows?
- A. Customer Working Hours
- B. Service Due Date
- C. Service Urgency
- D. Customer Entitlement
Answer: D
NEW QUESTION # 107
Which fields on service appointments help ensure that they are completed within the agreed upon service level agreement (SLA) with universal containers customers?
- A. Arrival window start, arrival window end
- B. Scheduled start, scheduled end
- C. Earliest start permitted, due date
- D. Actual start, actual end
Answer: C
NEW QUESTION # 108
time sheet entries can be associated to which two objects? Choose 2 answer
- A. assigned resources
- B. Work order
- C. Service resource
- D. Work order line item
Answer: B,D
NEW QUESTION # 109
universal containers are implemented field service lightning and wants to make sre the dispatch team receive work orders with appropriate resources and knowledge article requirement is defined What should a consultant recommend to achieve this requirement?
- A. case process work types and record types
- B. work types and skill requirements
- C. work type skill routing skill requirements operating house and data categories
- D. skill requirement work type and case process
Answer: B
NEW QUESTION # 110
Universal Containers tracks customer issues in its call center. Sometimes a Technician is required at the customer's location to resolve the issue.
Which sequence of steps should a Consultant recommend to dispatch the Technician?
- A. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
- B. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
- C. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
- D. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
Answer: D
Explanation:
This is the recommended sequence of steps to dispatch a technician for a customer issue. A case is created to track the customer issue, a work order is created to track the work that needs to be done, a service appointment is created to schedule the work, and a service appointment is dispatched to assign it to a technician.
NEW QUESTION # 111
To ensure that preventative maintenance work can be completed on time. Universal Containers wants to automatically generate Work Orders 14 days before the next suggested maintenance date.
How should the Consultant meet this requirement?
- A. Define a generation timeframe of 14 days.
- B. Define a generation horizon of 20,160 minutes.
- C. Define a generation horizon of 14 days.
- D. Configure Auto-generate Work Orders to True.
Answer: C
Explanation:
Generation Horizon is a setting that defines how far in advance work orders should be generated from maintenance plans[126]. Defining a generation horizon of 14 days would allow Universal Containers to automatically generate Work Orders 14 days before the next suggested maintenance date by creating work orders from maintenance plans within 14 days of their scheduled date[127]. Defining a generation timeframe of 14 days would not automatically generate Work Orders 14 days before the next suggested maintenance date. Generation Timeframe is a setting that defines how often work orders should be generated from maintenance plans[128]. Configuring Auto-generate Work Orders to True would not automatically generate Work Orders 14 days before the next suggested maintenance date. Auto-generate Work Orders is a setting that enables or disables the automatic generation of work orders from maintenance plans[129]. Defining a generation horizon of 20,160 minutes would not automatically generate Work Orders 14 days before the next suggested maintenance date. Generation Horizon is measured in days, not minutes[130]. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_generation_horizon.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_generation_timeframe.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_auto_generate_work_orders.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm&type=5
NEW QUESTION # 112
Time sheet entries can be associated to which two objects? Choose 2 answer
- A. assigned resources
- B. Work order
- C. Service resource
- D. Work order line item
Answer: B,D
Explanation:
Time sheet entries are records that track the time spent by a service resource on a work order or a work order line item[28]. Time sheet entries can be associated to work order line items or work orders using lookup fields[29]. Assigned resources are records that assign a service resource to a service appointment[30]. Service resources are records that represent the people or equipment that perform field service tasks[31]. Time sheet entries cannot be associated to assigned resources or service resources directly. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_time_sheets_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_time_sheet_entries_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_assigned_resources_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_overview.htm&type=5
NEW QUESTION # 113
Northern Trail Outfitters (NTO) wants to automatically dispatch a Technician's next two Service Appointments after the Technician completes their current Service Appointment. NTO wants to be consistent across all of the Service Territories and control the number of Service Appointments that are pushed to the Technician.
What automated processing should the Consultant configure upon Work Order completion to dispatch the next two Appointments?
- A. Enable Drip feed Dispatch.
- B. Configure an Auto Dispatch Scheduled Job.
- C. Create an Apex Trigger.
- D. Build a Workflow Rule.
Answer: A
Explanation:
This option allows automatically dispatching a certain number of Service Appointments to a technician after they complete their current one, based on a predefined criteria. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatch.htm&type=5
NEW QUESTION # 114
In the dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? Choose 3 answers
- A. Resource's Travel Speed
- B. Resource's Home Base
- C. Service Appointments
- D. Google Traffic Data
- E. Service Appointment Dependencies
Answer: B,C,D
NEW QUESTION # 115
Universal Containers wants to help their dispatchers determine the length of time a Work Order should last.
What should the Consultant implement to help achieve this goal?
- A. Work Types with Service Level Agreement.
- B. Work Types with an Estimated Duration.
- C. Operating Hours for Customer Accounts.
- D. Work Orders with Operating Hours.
Answer: B
NEW QUESTION # 116
Universal Containers is concerned about the decrease in Asset Uptime metrics. Which two actions should a Consultant recommend?
- A. Launch a feedback survey to their install base and follow up on results.
- B. Establish a Preventative Maintenance program for their install base.
- C. Integrate IoT data from their install base to detect asset issues.
- D. Review existing contracts for obsolete provisions and requirements.
Answer: B,D
NEW QUESTION # 117
Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work. Contractor 1 has provided services for UC for a longer period of time and is considered to have more repair work expertise than Contractor 2.
How should the Consultant configure the Contractors' experience?
- A. Assign Contractor 2 as an Excluded Resource.
- B. Assign Contractor 1 as a Preferred Resource.
- C. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.
- D. Assign Contractor 1 and 2 different capacities for repair work.
Answer: C
Explanation:
Skills are records that define specific abilities or qualifications that service resources have[158]. Skill Levels are fields on the skill object that indicate the proficiency or experience of a service resource in a skill[159]. Assigning Contractor 1 and 2 different Skill Levels for repair Work Type would allow Universal Containers to configure the Contractors' experience by setting up criteria such as skill name equals repair and skill level equals high for Contractor 1 and low for Contractor 2. Assigning Contractor 1 as a Preferred Resource would not configure the Contractors' experience. Preferred Resources are optimization criteria that prioritize assigning service appointments to resources who have previously completed similar work orders or who are preferred by customers[160]. Assigning Contractor 1 and 2 different capacities for repair work would not configure the Contractors' experience. Capacities are fields on the service resource object that indicate the number of hours available for work per day or week[161]. Assigning Contractor 2 as an Excluded Resource would not configure the Contractors' experience. Excluded Resources are optimization criteria that prevent assigning service appointments to resources who are explicitly excluded by customers or dispatchers[162]. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm&type=5 https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_skill_skilllevel.htm https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_preferred_resources.htm&type=5 https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceresource_capacityhoursperday.htm https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_excluded_resources.htm&type=5
NEW QUESTION # 118
Universal Containers sells widgets with multiple components. Based on a problem reported by a customer, one or more of the components need to be replaced.
What should a Consultant recommend to accurately record the required work?
- A. Service Appointments and Service Appointment Line Items
- B. Work Orders with Work Order Line Items
- C. Work Orders with Products Consumed
- D. Work Orders with Service Appointments
Answer: B
NEW QUESTION # 119
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