Question 1

Universal Containers wants to ensure that Service Appointments are dispatched to Resources from the same Service Territory only. How can this be configured?

Accepted Answer

A

Explanation: A work rule is used to define scheduling constraints and p

Question 2

Universal Containers has customers who have previously negotiated pricing on some products.
Which Price Book structure should a Consultant recommend when considering the implications of
pricing on Work Orders?

Accepted Answer

C

Explanation: This option allows applying different prices for the same product based on the customer agreement, and avoids duplicating products that have standard prices. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_price_books.htm&type=5

Question 3

Which two considerations impact the scheduled timeframe of Multi-day Work? Choose 2 answers

Accepted Answer

A, D

Explanation: These two considerations impact the scheduled timeframe of multi-day work, as they affect the availability and capacity of the resource assigned to the work. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_multi_day_work.htm&type=5

Question 4

Universal Containers wants to limit their Technicians’ view of Work Orders and Service Appointments in the Salesforce Field Service mobile app. What should a Consultant recommend to control their Technician’s view?

Accepted Answer

C

Explanation: Field Sets allow controlling which fields are displayed on the Work Order and Service Appointment cards in the Salesforce Field Service mobile app. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_mobile_fields.htm&type=5

Question 5

Universal Containers (UC) wants to schedule Work Orders only if Technicians have the necessary qualifications to complete the designated work. In which two ways can UC achieve this? Choose 2 answers

Accepted Answer

A, D

Explanation: These two options allow creating skills that represent qualifications and assigning them to service resources and work orders, and using a work rule to match skills when scheduling appointments. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm&type=5

Question 6

Each door lock that Universal Containers (UC) sells has a unique 20 digit code. The code represents
the manufacturer, production run, and production number.
UC needs to track each lock. In addition to the installed locks, all Technicians carry five replacement
units in their van stock,
How should UC track the van stock door locks?

Accepted Answer

C

Explanation: This option allows tracking each door lock as a unique product item with its own serial number and inventory location. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_product_items.htm&type=5

Question 7

Service resources at universal container UC frequently work in more than one
service territory the current scheduling policy looks only at primary territory while us
still want to optimizer to use the service resource primary when scheduling, UC also
wants the scheduling policy to look at the resources secondary services territory
Which two scheduling policy changes should a consultant recommend?
Choose 2 answers

Accepted Answer

Explanation: The match territory work rule is used to match service appointments to service resources based on their assigned territories. Deselecting working location primary on the working territories work rule allows considering secondary territories as well as primary territories when matching service appointments to service resources. Removing the match territory work rule would ignore territories when scheduling service appointments. Selecting working location enable primary on the working territories work rule would only consider primary territories when matching service appointments to service resources. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_work_rules_overview.htm&type=5

Question 8

Universal Containers (UC) schedules jobs that require multiple steps when on-site. UC wants to add a new status to the existing status flow. Which two configurations should the Consultant set up to meet this requirement? Choose 2 answers

Accepted Answer

BC

Explanation: hese two configurations allow adding a new status to the existing status flow for Service Appointments, and defining which statuses can transition to or from the new status. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions.htm&type=5

Question 9

Universal Containers has discovered that many of its Technicians’ initial visits require a return visit to complete the work. Which two approaches should a Consultant recommend to accurately track these visits? Choose TWO answers

Accepted Answer

C, D

Explanation: Creating a new Service Appointment on the original Work Order is the best option because it will allow Universal Containers to track the work that was done on the initial visit and the work that needs to be done on the return visit. Rescheduling the Service Appointment for the new date is also a good option because it will allow Universal Containers to track the date and time of the return visit. The other two options are not as good because they will not allow Universal Containers to track the work that was done on the initial visit. Creating a new Work Order and Service Appointment would create a new record for the return visit, which would not be linked to the original Work Order. Rescheduling the Work Order for the new date would reschedule the entire Work Order, including the initial visit, which would not be accurate.

Question 10

Universal Containers's Dispatchers want to visualize the planned travel route for a Technician during their shift. Which feature should the Consultant recommend to meet the requirement?

Accepted Answer

C

Explanation: This option allows visualizing the planned travel route for a technician on a map, based on the street- level directions and traffic conditions. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_street_level_routing.htm&type=5

Question 11

Universal Containers Technicians frequently need to request more parts from another inventory
location when stock runs low.
How can Universal Container Technicians achieve this for each product requested?

Accepted Answer

C

Explanation: This option allows creating a record to request products from another inventory location and adding product request line items for each product requested. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_product_requests_overview.htm&type=5

Question 12

Universal Containers operates in a highly regulated industry. Technicians must conduct quarterly inspections for all customers in their region. Each inspection should be completed within a single visit and include all installed assets on site. Which two Maintenance Plan settings should the Consultant recommend? Choose 2 answers

Accepted Answer

A, C

Explanation: These two settings ensure that each inspection is completed within a single visit and includes all installed assets on site. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm&type=5

Question 13

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?

Accepted Answer

C

Explanation: Customer Entitlements are records that specify customers’ support terms based on their contracts or warranties[38]. Customer Entitlements can be used to offer appropriate appointment booking windows for Gold versus Standard Customers by defining different appointment windows for different entitlement levels[39]. Service Due Date is a field on the work order object that indicates when a work order must be completed by[40]. Customer Working Hours are records that define when customers are available for service appointments[41]. Service Urgency is a field on the work order object that indicates how quickly a work order must be completed[42]. Reference: https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_appointment_windows_entitlements.htm&type= 5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_fields.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_customer_working_hours_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_fields.htm&type=5

Question 14

Universal Containers wants their Technicians to create an additional visit to complete unfinished
work within the Salesforce Field Service mobile application.
Which approach should a Consultant recommend to meet the requirement?

Accepted Answer

B

Explanation: Soft Boundaries and Customer First are two default scheduling policies that meet the requirement of committing preferred resources to accounts and providing prompt service. Soft Boundaries prioritize resources that are assigned to the same account or service territory as the service appointment. Customer First prioritize resources that have the highest customer satisfaction rating. Reference: https://help.salesforce.com/s/articleView?id=sf.fsl_scheduling_policies.htm&type=5

Question 15

Technicians at Universal Containers use the Salesforce Field Service mobile app at customer sites.
After completing work, the Technician updates the Service Appointment status to Complete and
saves the record. Dispatchers see the appointment as Dispatched on the console instead of seeing
the Complete status update.
Which two troubleshooting steps should a Consultant take to resolve the issue?
Choose 2 answers

Accepted Answer

B, D

Explanation: These two troubleshooting steps should be taken to resolve the issue, as they could explain why the service appointment status is not updated correctly on the console. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_mobile_troubleshooting.htm&type=5

Free Salesforce Field Service FSL-201 Actual Exam Questions