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FSL-201 – Implementing Field Service Lightning

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Showing 4–6 of 10 questions

Question 4

A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about to expire. Which two upsell activities should the CSR consider? Choose 2 answers.

Select all that apply, then click Submit answer.

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    Open a Case and inform Customer of weekend service pricing.
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    Open a Case and send email with new Service Offerings.
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    Open a Case and a renewal Opportunity for the Sales team.
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    Open a Case and create a Work Order for the Dispatch Team.
Question 5

Universal Containers provides multiple service types (i.e, Installation, Maintenance, Break/Fix, etc). Each Service requires a variety of skills and certifications in order for a resource to excel. Which two configurations should a Consultant implement to meet this requirement? Choose 2 answers

Select all that apply, then click Submit answer.

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    Create Multiple Work Orders Line Items per service.
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    Select the relevant Work Types for each Resource.
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    Assign the appropriate Skills to Resources.
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    Use Work Types with required Skills.
Question 6

Universal Containers has Role-based Technicians and Managers who handle Service Appointments. Many times, Technicians arrive on-site but are unable to gain access to the customer’s equipment. In this scenario, only the Manager has permission to cancel the Service Appointment. How should a Consultant recommend adhering to this business process?

Select an option, then click Submit answer.

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    Assign Permission Sets that allow Status Transitions.
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    Allow Status Transitions based on Role.
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    Limit Status Transitions based on Profile.
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    Configure Status Transitions based on Resource Type.