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Free FSL-201 Exam Braindumps (page: 12)

Page 6 of 42
PDF with 163 Questions

Service technicians at AW Computing use the Field Service mobile application when in the field. The technicians rely on Knowledge articles to assist them with completing assigned work. How should the solution be configured to ensure technicians can access relevant Knowledge articles?

  1. Create a quick action on the work order to search the Knowledge base.
  2. Attach the relevant articles to the work order or work order line items.
  3. Update the Service Appointment page layout to include the Articles related list.
  4. Add the Knowledge Lightning component to the Field Service mobile app.

Answer(s): B

Explanation:

Attaching relevant articles to the work order or work order line items allows technicians to access them offline using the Field Service Mobile App. Creating a quick action on the work order to search the Knowledge base would not ensure offline access, as it would require an internet connection to perform the search. Updating the Service Appointment page layout to include the Articles related list or adding the Knowledge Lightning component to the Field Service Mobile App would not be effective, as technicians use the Work Order Line Item Card in the Field Service Mobile App to view their assigned tasks.


Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_item_card.htm&type=5



Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.
When designing the Customer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming appointment? Choose 2 answers

  1. Scheduled End
  2. Arrival Window Start
  3. Scheduled Start
  4. Arrival Window End

Answer(s): B,D

Explanation:

Arrival Window Start and Arrival Window End are fields on the Service Appointment that indicate when a technician is expected to arrive at a customer site based on travel time and service duration calculations. These fields can be shared with customers to set expectations around upcoming appointments. Scheduled End and Scheduled Start are fields on the Service Appointment that indicate when a technician is scheduled to start and end their service based on their availability and assigned time slots. These fields are not accurate indicators of when a technician will arrive at a customer site, as they do not account for travel time and service duration variations.


Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5



Universal Containers's Technicians may be assigned to Jobs with an arrival window to meet the customer appointment time preference. Technicians are also assigned to Jobs without a preferred appointment time.
In which two ways should the Consultant define Operating Hours to meet this requirement? Choose 2 answers

  1. The Maintenance Plan for the Account
  2. The Due Date of the Service Appointment
  3. The Time Slots for Appointment Booking
  4. When Service Resources are available for work

Answer(s): C,D

Explanation:

Operating Hours define when service resources are available for work and when customers can book appointments. The Time Slots for Appointment Booking setting determines how operating hours are divided into time slots that can be assigned to service appointments. The Maintenance Plan for the Account or the Due Date of the Service Appointment do not affect operating hours, but are used to generate and schedule recurring work orders.


Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm&type=5



A technician needs to get replacement part for damaged inventory on them for an upcoming job.
To which object should the technician add a product request record?

  1. work types
  2. work order
  3. service appointment
  4. service report

Answer(s): B

Explanation:

A Product Request record can be added to a Work Order to request a product from inventory for a service appointment. A Work Type is a template that defines the duration, skills, and products required for a work order or work order line item. A Service Appointment is a record that represents a scheduled visit by a service resource to a customer location. A Service Report is a document that summarizes the details and outcomes of a service appointment.


Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_product_requests.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_reports.htm&type=5






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