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FSL-201 Salesforce - Implementing Field Service Lightning Free Practice Exam Questions (2025 Updated)

Prepare effectively for your Salesforce FSL-201 Salesforce - Implementing Field Service Lightning certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2025, ensuring you have the most current resources to build confidence and succeed on your first attempt.

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Total 105 questions

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.

A.

Open a Case and inform Customer of weekend service pricing.

B.

Open a Case and send email with new Service Offerings.

C.

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

D.

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

Universal Containers is receiving increased complaints about incomplete Work Orders. What option should a Consultant recommend to improve this situation?

A.

Send an email CSAT survey.

B.

Implement Validation Rules and Signature Capture.

C.

Change the Scheduling Rules.

D.

Decrease Resource Rant Score.

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?

A.

Work Order Record Types for Break-fix, Install, and Inspection.

B.

Work Type Line Items for Install, Break-fix, and Inspections.

C.

Work Types and Skill Requirements for Install, Break-fix, and Inspections.

D.

Work Order custom fields to define Install, Break-fix, and Inspections.

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?

A.

Create Work Types for all tasks requiring an estimated versus baseline value. Train Service Technicians to select the appropriate Work Type, and then update the “Duration” field on the Work Order Line Item.

B.

Train Dispatchers to update the “Duration” field when Work Orders are created. Train Service Technicians to select the appropriate Work Type, and then update the “Duration” field on the Work Order Line Item.

C.

Create Knowledge Articles with the baseline durations for each Product. Train Service Technicians to associate the appropriate Knowledge Article, and then update the “Duration” field on the Work Order Line Item.

D.

Create Work Types for all tasks requiring an estimated versus baseline value. Train Service Technicians to select the appropriate Work Type, and then update the “Duration” field on the Work Order.

Universal Containers (UC) wants to measure their adherence to specific SLAs for all Work Orders. In which order should a Consultant Implement the setup to achieve this requirement?

A.

Set UP Milestones, Create Entitlement records, Set Up Entitlements Process for Work Orders.

B.

Set Up entitlements Process for Work Orders, Set Up Milestones, Create Entitlement records.

C.

Set Up Milestones, Set Up Entitlements Process for Work Orders, Create Entitlement records.

D.

Create Entitlement records, Set Up Entitlements Process for Work Orders, Set Up Milestones.

Universal Containers (UC) wants to better understand their service business and Field Service Technician terms’ schedules. A Consultant suggested UC start to forecast and plan. Which two abilities does forecasting and planning provide?

A.

Proactively adjust Service Contracts.

B.

More accurately assign Work Orders based on skills.

C.

Proactively adjust to address demand fluctuations.

D.

More consistently meet customer response times.

Universal Containers performs multi-staged jobs, where the second job can only begin after completion of the first job. How should a Consultant recommend implementing this process?

A.

Create two Service Appointments, set the Related Service Appointment and Time Dependency.

B.

Create one Service Appointment with the total duration of the two jobs and assign two Resources.

C.

Create two Service Appointments and schedule them to the same Resource.

D.

Create one Service Appointment and schedule it to two different Resources.

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.

A.

Custom Work Order Escalation Rules

B.

Custom Validation Rule on Work Orders

C.

Custom Approval Process on Work Orders

D.

Custom Work Order Status with Category

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.

A.

Publish training documentation in a closed chatter group.

B.

Increase training to Sales Representatives.

C.

Publish pre-release documentation on the Customer Community.

D.

Increase training to Field Service Technicians

Universal Containers wants to track the total associated price when servicing Work Order for customers. Which two of the following should a Consultant recommend? Choose 2 answers

A.

Use Work Order and Work Order Line Items.

B.

Use the Einstein Pricing Configurator.

C.

Set up Products and Price Books.

D.

Use a custom object to model the Work Order pricing.

Universal Containers is deploying Field Service Lightning in Europe, where pricing varies by country. What Price Book structure is recommended?

A.

Utilize a standard Price Book specific to each country.

B.

Utilize the standard Price Book with pricing rules applied.

C.

Utilize a custom Price Book specific to each country.

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Total 105 questions
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