FSL-201 Sample Questions Answers

Add the Resource Skill and track certification using reminder.

Add the Resource Skill and create Absence once expired.

Add the Resource Skill as Time Phased.

Add the Resource Skill and remove from the Service Territory once expired.

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”.

Mark all Work Order Line Items as “Cannot complete,” including the incomplete Work Order Line Item; mark the parent Work Order as “In Progress.”

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”

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.”

Use Assets and define a hierarchy.

Use a custom object to model the BoM.

Use an ERP to manage the BoM.

Use Products and add to an Order.

First time fix rate: The percentage of on-site service requests resolved on the first visit.

Service Technician utilization: Technician wrench time per month divided by the number of work hours in a given month.

Average time to repair: The average time required to repair or install as asset.

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.

Field Service mobile app

Salesforce Mobile

Salesforce1

Salesforce Touch

Configure Status Transitions based on Resource Type.

Limit Status Transition based on Profile.

Allow Status Transitions based on Role.

Block Status Transitions using a Validation Rule.

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

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

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

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

Capture signature, update record, sync device, deliver Service Report.

Deliver Service Report, capture signature, update record, sync device.

Deliver Service Report, update record, sync device, capture signature.

Capture signature, sync device, update record, deliver Service Report.

Quick Action on Opportunity to Create Work Order

Quick Action on Work Order Line Items to Create Opportunity

Quick Action on Work Order to Create Opportunity

Quick Action on Opportunity to Create Work Order Line Item

Add additional page to End Section of report.

Add additional field to Address Section of report.

Add additional filed to General Section of report.

Add additional image to Detail Section of report.

Add additional dates in Date Section of report.

Give the Minimize Travel Service Objective the highest weight.

Remove the ASAP Service Objective.

Remove the Match Location Work Rule.

Add the Maximum Travel From Home Work Rule.

Include the Match Territory Work Rule in the Scheduling Policy.

Mark the Service Territory’s Resources as Required on the Service Appointments.

Ensure the Resource’s Address is in the same Match Territory as the Service Appointments.

Include the Resource Availability Work Rule in the Scheduling Policy.

Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.

Create a custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.

Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician’s profile.

Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through salesforce1.

Add the CSAT Visualforce page to the Work Order.

Install the Survey Snap-in for CSAT capture.

Install an AppExchange Package.

Enable the CSAT Quick Action for Work Orders.

Require Technicians log all non-billable hours.

Require customer signature on billable Work Orders

Require approval on all Installations.

Require Technicians sign-off on Work Orders.

Use Work Orders and define a hierarchy.

Use Orders and Order Products.

Use Products and Product Families.

Use Assets and define a hierarchy.

Managing page layouts and milestone trackers can be done in salesforce1.

Creating Entitlements for Cases and Work Orders must be separated.

Managing page layouts and validation rules can be done in Salesforce Lightning.

Creating Entitlements for Work Orders requires Lightning to be enabled.

Company logo

Company Colors

Company style sheets

Company address

Update the Service Appointment Status filed. (can’t be done from mobile)

Reschedule the Service Appointment for later. (from mobile it can only be reschedule via chatter)

Update the Service Appointment Chatter feed.

Update the Service Appointment field “In Jeopardy” (its not a Service Appointment field)

Use Territory-specific Operating Hours.

Use Customer Operating Hours.

Use Multiple Operating Hours with Slots for each hour.

Use Exact Appointments on the Work Types.

Assign Contractor 2 as an excluded Resource.

Assign Contractor 1 and 2 different capacities for repair work.

Assign Contractor 1 as a Preferred Resource.

Assign Contractor 1 and 2 different Skill Levels for repair Work Type.

Automatically schedule unscheduled services to available Resources.

Automatically Dispatch Service Appointments using Drip Feed.

Automatically change the status to Dispatched of all Service Appointments.

Automatically run Optimization Background Job every hour.

Change the Work Order with a closed status of “Cancelled.”

Change the Work Order with a status of “New.”

Re-use the existing Work Order for the follow-up.

Create a child Work Order for the follow-up Work Order.

Attach Knowledge Articles to Work Order Line Items Only.

Manage Attached Articles and Search the Knowledge Base.

Attach Articles to Work Orders and Work Order Line Items.

Include Quick Actions and Global Actions in Attached Articles.

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

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

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

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

Work Order Line Items

Service Contract

Work Order

Account

Validation Rules and Work Types

Work Types and Skill Requirements

Milestones and Service Appointments

Skill Requirements and Entitlements

Send an email CSAT survey.

Implement Validation Rules and Signature Capture.

Change the Scheduling Rules.

Decrease Resource Rant Score.