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  5. FSL-201

Implement Salesforce Field Service
FSL-201 Exam

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?

  1. Parent/Child Work Orders
  2. Cases Only
  3. Cases and Work Orders
  4. Work Orders only

Answer(s): A



Universal Containers provides 24/7 service support to its customers. However, their Field Service Technicians have specified working hours. Which two items should the Consultant create? Choose 2 answers.

  1. Create operating hours for the Service Appointment.
  2. Create operating hours for the Service Resource.
  3. Create operating hours for the Optimization Engine.
  4. Create operating hours for the Service Territory.

Answer(s): B,D



Universal Containers has a large filed service team with complex logistics process. Some of the field service data and pricing is managed in applications outside of Salesforce. The Consultant recommended bringing some data into Salesforce to streamline reporting for Field Service Managers. What report would be improved by integrating financial data from an outside system?

  1. First time fix rate: The percentage of on-site service requests resolved on the first visit.
  2. Service Technician utilization: Technician wrench time per month divided by the number of work hours in a given month.
  3. Average time to repair: The average time required to repair or install as asset.
  4. Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to repair or install an asset or respond to a service call.

Answer(s): B



A Universal Containers' (UC) Technician is completing a service appointment, but is unable to finish one of the tasks defined on the Work Order Line Items because of insufficient Inventory. Assuming UC is using the standard Work Order and Line Item status picklist values, how should the work be recorded?

  1. Mark all completed Work Order Line Items as "Completed." Mark the incomplete Work Order Line Item as "Cannot Complete" and enter details in the Description field. Mark the parent Work Order as "Cannot Complete".
  2. Mark all Work Order Line Items as "Cannot complete," including the incomplete Work Order Line Item; mark the parent Work Order as "In Progress."
  3. Mark all completed Work Order Line Items as "Completed." Mark the incomplete Work Order Line Item as "Cannot Complete" and enter details in the Description field. Mark the parent Work Order as "Closed"
  4. Mark all completed Work Order Line Items as "Completed." Mark the incomplete Work Order Line Item as "Cannot Complete," and enter details in the Description filed. Mark the parent Work Order as "Cancelled."

Answer(s): A




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