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Free FSL-201 Exam Braindumps (page: 7)

Page 6 of 42
PDF with 163 Questions

When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there are no milestones listed when viewing the record.
How should this issue be resolved?

  1. Make sure the case entitlement record is being shared with the service resource.
  2. Add work order milestones after the case milestones to the entitlement process.
  3. Ensure the work order entitlement is related to the same process as the case entitlement.
  4. Create a separate entitlement process associated to the work order object.

Answer(s): D

Explanation:

An entitlement process is a timeline that shows every step and milestone involved in delivering support to a customer. To use milestones on work orders, a separate entitlement process associated to the work order object must be created and activated. Modifying the user's profile, updating public group membership, or assigning a Field Service Mobile License to the user would not enable milestones on work orders.


Reference:

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



Some Technicians report that they are unable to log in to the Salesforce Field Service mobile app. The Consultant confirmed that the Technicians have the Salesforce Field Service Resource License and Salesforce Field Service Resource Permissions assigned to them. How should a Consultant provide access to the Salesforce Field Service mobile app?

  1. Modify the user's Profile.
  2. Update Public Group membership.
  3. Assign a Field Service Mobile License to the user.
  4. Modify the user record.

Answer(s): A

Explanation:

To provide access to the Salesforce Field Service Mobile App, the user's profile must have the Field Service Mobile permission enabled. Updating Public Group membership, assigning a Field Service Mobile License to the user, or modifying the user record would not grant access to the mobile app.


Reference:

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



Universal Containers performs multi-staged jobs, where the second job can only begin after completion of the first job. How should a Consultant recommend implementing this process?

  1. Create two Service Appointments, set the Related Service Appointment and Time Dependency.
  2. Create one Service Appointment with the total duration of the two jobs and assign two Resources.
  3. Create two Service Appointments and schedule them to the same Resource.
  4. Create one Service Appointment and schedule it to two different Resources.

Answer(s): A

Explanation:

To perform multi-staged jobs, where the second job can only begin after completion of the first job, two service appointments can be created and linked by setting the Related Service Appointment field on the second service appointment to point to the first one, and setting the Time Dependency field to After Previous. Creating one service appointment with the total duration of the two jobs and assigning two resources would not ensure that the second job starts after the first one. Creating two service appointments and scheduling them to the same resource or creating one service appointment and scheduling it to two different resources would not create a dependency between the jobs.


Reference:

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



Universal Containers wants Technicians using the Salesforce Field Service mobile app to indicate when Service Appointments are at risk of late completion.
What should a Consultant recommend to meet this requirement?

  1. Post to the Service Appointment Chatter feed.
  2. Change the Status field on the Service Appointment.
  3. Adjust the Scheduled End field on the Service Appointment.
  4. Update the In Jeopardy field on the Service Appointment.

Answer(s): D

Explanation:

The In Jeopardy field on the Service Appointment is a checkbox that indicates whether a service appointment is at risk of late completion based on travel time and service duration calculations. Technicians can update this field using the Field Service Mobile App to alert dispatchers and managers of potential issues. Posting to the Service Appointment Chatter feed, changing the Status field on the Service Appointment, or adjusting the Scheduled End field on the Service Appointment would not indicate that a service appointment is in jeopardy, but would communicate other information such as comments, progress, or rescheduling.


Reference:

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






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