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FSL-201 – Implementing Field Service Lightning

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Showing 1–3 of 10 questions

Question 1

Universal Containers would like to enforce a 48-hour SLA to ensure that Technicians perform certain

follow-up activities after they leave a customer site. The starting point of the SLA is when the Work Order Status is set to “Technician Wrap Up.” The Technician is required to provide confirmation that wrap up is completed. Which three configurations should a Consultant implement to ensure this can be achieved? Choose 3 answers

Select all that apply, then click Submit answer.

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    Create an Entitlement Process which has entry criteria for Status = Technician Wrap Up.
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    Create a Milestone which has entry criteria for Status = Technician Wrap Up.
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    Create custom fields to capture that the Wrap UP Activities have been completed.
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    Create a Workflow to close the Milestone when the Wrap Up is complete.
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    Create a Process Builder to close the Milestone when the Wrap Up is complete.
Question 2

The Dispatcher at Universal Containers would like to schedule Service Appointments from the Dispatcher’s Console while taking the Scheduling Policy into consideration. Which three options are available to the Dispatcher? Choose 3 answers

Select all that apply, then click Submit answer.

  • ○

    Select a Service Appointment from the list, press the “Edit” action and allocate the Resource.
  • ○

    Select a Service Appointment from the list and press the “Schedule” action.
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    Select multiple Service Appointments from the list and bulk schedule them.
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    Select a Service Appointment from the list, press the “Candidates” action, and select the best time slot.
  • ○

    Select a Service Appointment from the list, press the “Change Status” action and “Dispatch.”
Question 3

Universal Containers (UC) wants to better understand their service business and Field Service Technician terms’ schedules. A Consultant suggested UC start to forecast and plan. Which two abilities does forecasting and planning provide?

Select all that apply, then click Submit answer.

  • ○

    Proactively adjust Service Contracts.
  • ○

    More accurately assign Work Orders based on skills.
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    Proactively adjust to address demand fluctuations.
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    More consistently meet customer response times.