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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

Universal Containers maintains their service level agreements at the customer level only. How can a Consultant ensure agents can verify coverage?

A.

Create Milestones, set up Entitlement Process, display the related List on the Work Order Page Layout.

B.

Set up Entitlement Process, set up Service Contracts, display the related List on the Contact page Layout.

C.

Create Contract Line Items, set up Entitlement Process, display the related List on the Asset Page Layout.

D.

Create Milestones, set up Entitlement Process, display the related List on the Account Page Layout.

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 outsourcing work to a third-party Contractor. This Contractor is committed to working 100 hours per week. How should this be configured in the system?

A.

Create 5 Resources with 20 hours available a week.

B.

Create a Resource with 20 hours available a day.

C.

Create 100 Service Appointments with Contractors as Required Resources.

D.

Create a Capacity-based Resource with 100 hours capacity a week.

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?

A.

Assets and Entitlements.

B.

Assets and Service Contracts.

C.

Accounts and Service Contracts.

D.

Accounts and Assets

Universal Containers (UC) uses Service Contract based Entitlements to determine their Service Level Agreements. UC would like to track adherence to Service Contract SLAS. Where would UC apply an Entitlement record to track the specific Service Contract SLAS?

A.

Work Order Line Items

B.

Service Contract

C.

Work Order

D.

Account

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.

A.

Adjust Scheduling Policy

B.

Knowledge Base

C.

Customer Entitlements

D.

Dispatching

E.

Scheduling

Universal Containers has Resources working in multiple countries and time zones. Each country has different holidays and working hours as allowed by law. What should a Consultant recommend to implement these parameters with the most flexibility possible?

A.

Work Types, Resource Availabilities, and Operating Hours

B.

Service Territories, Resource Capacity, and Business Hours

C.

Service Territories, Operating Hours, and Resource Absences

D.

Skills, Operating Hours, Time Slots, and Holidays.

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?

A.

Quick Action on Opportunity to Create Work Order

B.

Quick Action on Work Order Line Items to Create Opportunity

C.

Quick Action on Work Order to Create Opportunity

D.

Quick Action on Opportunity to Create Work Order Line Item

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

A.

Soft Boundaries

B.

Customer First

C.

High Intensity

D.

Emergency Policy

Universal Containers has external resources who only report back once a Service Appointment has been completed. All Internal resources need to report incremental progress on Service Appointments. How should a Consultant recommend implementing statuses to support these different user groups?

A.

Configure Status Transitions based on Resource Type.

B.

Limit Status Transition based on Profile.

C.

Allow Status Transitions based on Role.

D.

Block Status Transitions using a Validation Rule.

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 an Estimated Duration.

B.

Operating Hours for Customer Accounts.

C.

Work Orders with Operating Hours.

D.

Work Types with Service Level Agreement.

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?

A.

Create a Quick Action that will create a new Service Appointment record.

B.

Create a Visualforce page that will create a new Work Order record.

C.

Create a Quick Action that will create a new Work Order record.

D.

Create a Visualforce page that will create a new Service Appointment record.

Universal Containers provides multiple service types (i.e, Installation, Maintenance, Break/Fix, etc). Each Service requires a variety of skills and certifications in order for a resource to excel. Which two configurations should a Consultant implement to meet this requirement? Choose 2 answers

A.

Create Multiple Work Orders Line Items per service.

B.

Select the relevant Work Types for each Resource.

C.

Assign the appropriate Skills to Resources.

D.

Use Work Types with required Skills.

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?

A.

A change to the skills on a Work Type will affect the required skill on Work Orders previously created from that Work Type.

B.

A Work Order inherits the Work Types required skills; however, the user has the ability to add/remove skills on the Work Order.

C.

An existing Work Order Line Item will inherit the required skill of a Work Type, regardless of any existing required skills.

D.

A Work Order Line Item will inherit their parent Work Order’s Work Type Skills, and the user is unable to make additional changes.

Universal Containers’ (UC) Technicians often report seeing competitor’s assets when on-site. UC would like to run a report on which of their customers have competitive assets. How should a Consultant recommend meeting this requirement using the Field Service mobile app?

A.

Manually create a competitor’s Asset Record on the Field Service mobile app.

B.

Use a Quick Action to create a competitor Asset Record on the Field Service mobile app.

C.

Use a Quick Action to create a Note to explain the competitor’s Asset and attach it to the Work Order.

D.

Use a Macro to create a competitor Asset Record on the Field Service mobile app.

Universal Containers wants to automatically create Work order Line Items based on the products being serviced. How can this be achieved?

A.

With Entitlement Templates

B.

With Workflows

C.

With Process Builder

D.

With Work Order Types.

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?

A.

Parent/Child Work Orders

B.

Cases Only

C.

Cases and Work Orders

D.

Work Orders only

Universal Containers is expecting the amount of work to increase significantly over the next three weeks. They have decided to engage a new third-party Contract Provider to help with the additional work. How should a Consultant recommend Configuring the new Contractor?

A.

Create a Capacity-based Resource and delete that Resource after three weeks.

B.

Create a Resource and give them 24-hour availability for the next three weeks.

C.

Create a Capacity-based Resource and give them 24-hour availability for the next three weeks.

D.

Create a Capacity-based Resource and give them Capacity for the next three weeks.

Approximately 70% of Universal Containers’ site visits are inspections and quotation sessions that take roughly the same amount of time and same set of resource skills to complete. What should a Consultant recommend to streamline the creation of these work orders?

A.

Train Technicians to use Duplicate Work Order feature.

B.

Launch the Work Order Standardization Wizard.

C.

Create a standard set of Work Order Line Items.

D.

Create Work Types for use on Work Orders

Universal Containers wants to track how much time each Technician is actively working each day. Which two data elements should be captured in order to calculate percentage of time spend actively working.

A.

Technician hours at client location.

B.

Technician work orders completed

C.

Technician hours traveling

D.

Technician hours per day.

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Total 105 questions
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