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NEW QUESTION # 43
Universal Containers has enabled Field Service Lightning and is looking to enable Entitlements for Work Orders. What should a Consultant take into consideration?
- A. Managing page layouts and validation rules can be done in Salesforce Lightning.
- B. Creating Entitlements for Work Orders requires Lightning to be enabled.
- C. Managing page layouts and milestone trackers can be done in salesforce1.
- D. Creating Entitlements for Cases and Work Orders must be separated.
Answer: D
NEW QUESTION # 44
What set of configurations make up Scheduling Policies and let companies adhere to their business constraints and preferences?
- A. Service Contracts and Service Levels.
- B. Service Objectives and Work Types
- C. Service Levels and Work Rules
- D. Service Objectives and Work Rules
Answer: D
NEW QUESTION # 45
A company's cloud-based single page application consolidates data local to the application with data from on premise and 3rd party systems. The diagram below typifies the application's combined use of synchronous and asynchronous calls.
The company wants to use the average response time of its application's user interface as a basis for certain alerts. For this purpose, the following occurs:
1. Log every call's start and finish date and time to a central analytics data store.
2. Compute response time uniformly as the difference between the start and finish date and time - A to H in the diagram.
Which computation represents the end-to-end response time from the user's perspective?
- A. Sum of A to H
- B. Sum of A to F
- C. Sum of A and H
- D. Sum of A, G, and H
Answer: C
NEW QUESTION # 46
Universal Containers is looking to implement Entitlement Management to meet the following requirements:
Any employee from the customer account is eligible for support. Specific purchased products are eligible for support. What Objects should be set up for Entitlement Management?
- A. Accounts and Assets
- B. Accounts and Service Contracts
- C. Contracts and Assets
- D. Contacts and Service Contracts
Answer: B
NEW QUESTION # 47
The field service administrator at Ursa Major Solar updates the skills required on the most common work types to adapt to the increasing complexity of jobs. This change has led to many service appointments to be in violation. There is a global optimization job set up to run nightly that has been working correctly up until this point. The administrator needs to understand why the jobs are still scheduled to resources that lack the appropriate skill level.
What are two reasons appointments remain in violation and are not reassigned?
Choose 2 answers
- A. The territory of the resources was not included in the global optimization request.
- B. The optimizer uses a scheduling policy different from what is used on the dispatch console.
- C. There are no service resources available with the required skill levels.
- D. Global optimization doesn't reschedule appointments that have rule violations.
Answer: C,D
Explanation:
Global optimization is a process that reschedules all service appointments within a specified time frame based on predefined criteria such as travel time or priority[82]. Global optimization doesn't reschedule appointments that have rule violations because it assumes that those appointments are manually scheduled by dispatchers for valid reasons[83]. There are no service resources available with the required skill levels because updating the skills required on the most common work types has increased the complexity of jobs and reduced the pool of qualified resources[84]. The optimizer uses a scheduling policy different from what is used on the dispatch console would not explain why the jobs are still scheduled to resources that lack the appropriate skill level. Scheduling policies are records that define the optimization criteria for scheduling service appointments such as minimizing travel time or maximizing resource utilization[85]. The territory of the resources was not included in the global optimization request would not explain why the jobs are still scheduled to resources that lack the appropriate skill level. Global optimization requests are records that specify which service territories and time frames should be optimized[86]. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_faq.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_requests_overview.htm&type=5
NEW QUESTION # 48
Universal Containers would like to report on the volume of products installed within a specific timeframe.
What solution will help meet the customer's requirement?
- A. Utilize a Work Order related list on Asset.
- B. Utilize the standard "Installation Date" field on Asset.
- C. Utilize Field History Tracking on Asset.
- D. Utilize a custom "Installation Date" field on Asset.
Answer: B
NEW QUESTION # 49
Northern Trail Outfitters' account is configured with Multi-Org to leverage two Salesforce CRM accounts. In the Cloud Kicks business unit they want to disconnect the sandbox instance and connect the production instance.
What additional configuration changes could be made to avoid any disruption of functionality?
- A. Manually remove existing user mappings, attribute mappings, and tracking subscriptions.
- B. Configure Multi-Org settings to account for two production instances in Setup.
- C. A Update query activities that reference the new synchronized data extensions.
- D. Rename and delete sandbox synchronized data extensions before connecting.
Answer: C
NEW QUESTION # 50
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?
- A. Ensure the work order entitlement is related to the same process as the case entitlement.
- B. Make sure the case entitlement record is being shared with the service resource.
- C. Add work order milestones after the case milestones to the entitlement process.
- D. Create a separate entitlement process associated to the work order object.
Answer: D
NEW QUESTION # 51
A call center manager uses a custom dashboard to track Case related metrics. The manager wants a component to display the number of closed Cases in real time.
What type of event should be used to meet this requirement?
- A. Change Data Capture Event
- B. Generic Event
- C. Platform Event
- D. Push Topic Event
Answer: D
Explanation:
https://developer.salesforce.com/docs/atlas.en-us.api_streaming.meta/api_streaming/pushtopic_events_intro.htm
NEW QUESTION # 52
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?
- A. Work Orders only
- B. Cases Only
- C. Parent/Child Work Orders
- D. Cases and Work Orders
Answer: C
NEW QUESTION # 53
Northern Trail Outfitters (NTO) wants to track and report on individual tasks completed, including parts consumed and pricing details, as part of the Work Order completion process. NTO wants to schedule one or multiple tasks to different Technicians as needed.
How should the Consultant meet the requirement utilizing
the standard Salesforce Field Service Data Model?
- A. Create Work Order Line Items, each with its own child Service Appointment.
- B. Create multiple Service Appointments, each with its own child Work Order Line Item.
- C. Create Custom Object records, each with its own child Service Appointment.
- D. Create multiple Service Appointments, each with its own child task records.
Answer: A
NEW QUESTION # 54
When completing a Work Order in the field, the Technician needs to capture two signatures to ensure compliance.
Which steps are needed to configure the signature capture?
- A. Create relevant Signature Types and add Signature Blocks to the Service Report Template.
c. Create two custom fields for the Service Appointment and use Flows to capture each signature. - B. Create a Flow that adds two Signature Blocks when the Service Report is generated,
- C. Create two Service Reports and add one Signature Block to each Report.
Answer: A
Explanation:
This option allows capturing multiple signatures on a service report by creating different signature types (such as customer approval or technician verification) and adding them to the service report template. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_signature_types.htm&type=5
NEW QUESTION # 55
Universal Containers (UC) has enabled Salesforce Field
Service and installed the managed package. UC wants to
ensure that Technicians can update their own
appointments' status using the Dispatcher console Gantt
chart.
Which steps should the Consultant take to meet these
requirements?
- A. Create Permission Sets and assign the Salesforce Field Service Mobile Permission Set to Service Resources.
- B. Create Permission Sets and assign the Salesforce Field Service Admin Permission Set to Service Resources.
- C. Create Permission Sets and assign the Salesforce Field Service Resource Permission Set and Scheduling license to each Technician.
- D. Create Permission Sets and assign the Salesforce Field Service Scheduling and Mobile Permission Sets to the Resource profile.
Answer: C
Explanation:
Permission Sets are records that grant users access to specific features or apps such as Salesforce Field Service[214]. Scheduling licenses are records that grant users access to scheduling features such as Dispatcher Console or Optimization[215]. Creating Permission Sets and assigning the Salesforce Field Service Resource Permission Set and Scheduling license to each Technician would allow Universal Containers' Technicians to update their own appointments' status using the Dispatcher console Gantt chart by granting them access to Salesforce Field Service mobile app features such as updating status and granting them access to scheduling features such as viewing Gantt chart[216]. Creating Permission Sets and assigning the Salesforce Field Service Scheduling and Mobile Permission Sets to the Resource profile would not allow Technicians
NEW QUESTION # 56
Northern Trail Outfitters wants to create a query to populate a data extension with email subscribers who belong to a specific publication list.
Which Data View could they use to achieve this7
- A. _EnterpriseAttribute
- B. _PublicationSubscriber
- C. Subscribers
- D. _ListSubscribers
Answer: D
NEW QUESTION # 57
Northern Trail Outfitters received an email about reaching API limits within Salesforce and they think this is caused by the Integrated Marketing Cloud account.
Which two types of API calls are counted against the rolling 24-hour limit?
Choose 2 answers
- A. Login Calls
- B. Bulk API
- C. CreateSalesforceObject() AMPscript
- D. SOAP API Calls updating objects
Answer: B,D
NEW QUESTION # 58
Universal container UC has 140 service resources who handle 2400 service appointment per day How should UC define the service territories to ensure the high quality of optimization and dispatcher experience?
- A. Five service territories with fewer than 500 service appointment per day
- B. The service territories with fewer than 50 resource
- C. Two service territories that split the service resource evenly
- D. One service territory with four polygons
Answer: B
NEW QUESTION # 59
The service director at Ursa Major Solar would like to understand the effect that service objectives have on the assignment of service appointments to service resources.
Where can the director view service objective scores for potential appointment time slots?
- A. Dispatch console
- B. Bulk dispatch action
- C. Candidates action
- D. Book appointment action
Answer: D
Explanation:
The book appointment action is used to schedule a service appointment based on service objectives and resource availability. The action displays a list of potential time slots with service objective scores for each slot. The higher the score, the better the slot meets the service objectives.
NEW QUESTION # 60
Universal Container'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?
- A. Street-level Routing
- B. Service Resource Dashboard
- C. Aerial Routing
- D. Service Appointment Reports
Answer: D
NEW QUESTION # 61
Universal Containers wants to provide Dispatchers with Account and Asset details when they hover over each Service Appointment. How should a Consultant recommend implementing this feature?
- A. Use Lookup Fields.
- B. Configure Field Sets on the Service Appointment.
- C. Create CSS in the Dispatcher's Console.
- D. Add Fields on the Page Layout.
Answer: B
NEW QUESTION # 62
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
- A. Arrival Window End
- B. Arrival Window Start
- C. Scheduled End
- D. Scheduled Start
Answer: A,B
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
NEW QUESTION # 63
Universal containers wants to identify which resources need more or fewer appointment.
Which Gantt chart filter option should a consultant recommend to provide this information?
- A. Select date resolution on the hours tab.
- B. Select sort by average utilization on the resources tab.
- C. Select travel time and breaks as skills on the skills tab.
- D. Select hours absences and overtime on the utilization tab.
Answer: B
NEW QUESTION # 64
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