Salesforce Practice Test: Field Service Lightning (fsl)

Technician hours at client location.

Technician work orders completed.

Technician hours traveling.

Technician hours per day.

Proactively adjust Service Contracts.

More accurately assign Work Orders based on skills.

Proactively adjust to address demand fluctuations.

More consistently meet customer response times.

Create a Process Builder to generate a report.

Create a custom report.

Use the standard Service Report.

Use the standard Work Order email template.

Parent/Child Work Orders.

Cases Only.

Cases and Work Orders.

Work Orders only.

Utilize Standard Global Service Price Book Entries.

Utilize multiple country-specific Price Books.

Utilize country-specific Price Book Entries.

Utilize the standard Salesforce Price Book.

Log a follow-up task on the Work Order.

Call the Sales Team with the Opportunity.

Create a custom filed on the Work Order.

Create a Quick Action to create the Opportunity.

Attach Knowledge Articles to Work Order Line Items Only.

Manage Attached Articles and Search the Knowledge Base.

Attach Articles to Work Orders and Work Order Line Items.

Include Quick Actions and Global Actions in Attached Articles.

Company logo.

Company Colors.

Company style sheets.

Company address.

Assets and Entitlements.

Assets and Service Contracts.

Accounts and Service Contracts.

Accounts and Assets

Create Account-wide Discounts.

Apply Promotion to the Work Order.

Apply Price Book to the Work Order.

AppCreate Products and Price Book Entries.

Create Work Order Line Items with Products.

Add all other Resources as Excluded Resources.

Add the Resource as a Required Resource.

Add the Resource as a Preferred Resource.

Add the Account as one of the Resource Skills.

Create a Service Appointment Quick Action to create a Lead record and add it to the appropriate page layout.

Create a Web-to-Lead page that submits to the inside sales team. Add a link to the Case Page Layout.

Create a Public Group for the inside sales team, and share Work Orders to the group via Sharing Rules.

Configure a Flow against Cases that auto-creates leads and assigns them to the insides sales team Queue.

Update the Service Appointment Status filed. (can’t be done from mobile)

Reschedule the Service Appointment for later. (from mobile it can only be reschedule via chatter)

Update the Service Appointment Chatter feed.

Update the Service Appointment field “In Jeopardy” (its not a Service Appointment field)

Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.

Create a custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.

Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician’s profile.

Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through salesforce1.

Configure Status Transitions based on Resource Type.

Limit Status Transition based on Profile.

Allow Status Transitions based on Role.

Block Status Transitions using a Validation Rule.

A change to the skills on a Work Type will affect the required skill on Work Orders previously created from that Work Type.

A Work Order inherits the Work Types required skills; however, the user has the ability to add/remove skills on the Work Order.

An existing Work Order Line Item will inherit the required skill of a Work Type, regardless of any existing required skills.

A Work Order Line Item will inherit their parent Work Order’s Work Type Skills, and the user is unable to make additional changes.

Service Territories

Geotracking

Territory Management

Location Management

Create a new Work Order and relate it to the previous Work Order.

Create a new Work Order and relate it to the Customer.

Update a field called “Repeat Call” on the initial Work Order.

Create new Work Order Line Items under the initial Work Order.

Add additional page to End Section of report.

Add additional field to Address Section of report.

Add additional filed to General Section of report.

Add additional image to Detail Section of report.

Add additional dates in Date Section of report.

Use Assets and define a hierarchy.

Use a custom object to model the BoM.

Use an ERP to manage the BoM.

Use Products and add to an Order.

Deliver Service Report, capture signature, update records, sync device.

Capture signature, sync device, update record, deliver Service Report.

Deliver Service Report, update record, sync device, capture signature.

Capture signature, update record, sync device, deliver Service Report.

Establish a Preventative Maintenance program for their install base.

Integrate IoT data from their install base to detect asset issues.

Launch a feedback survey to their install base and follow up on results.

Review existing contracts for obsolete provisions and requirements.

Work Types with an Estimated Duration.

Operating Hours for Customer Accounts.

Work Orders with Operating Hours.

Work Types with Service Level Agreement.

Work Order Record Types for Break-fix, Install, and Inspection.

Work Type Line Items for Install, Break-fix, and Inspections.

Work Types and Skill Requirements for Install, Break-fix, and Inspections.

Work Order custom fields to define Install, Break-fix, and Inspections.

Create a Quick Action that will create a new Service Appointment record.

Create a Visualforce page that will create a new Work Order record.

Create a Quick Action that will create a new Work Order record.

Create a Visualforce page that will create a new Service Appointment record.

With Entitlement Templates

With Workflows

With Process Builder

With Work Order Types.

Create two Service Appointments, set the Related Service Appointment and Time Dependency.

Create one Service Appointment with the total duration of the two jobs and assign two Resources.

Create two Service Appointments and schedule them to the same Resource.

Create one Service Appointment and schedule it to two different Resources.

Set UP Milestones, Create Entitlement records, Set Up Entitlements Process for Work Orders.

Set Up entitlements Process for Work Orders, Set Up Milestones, Create Entitlement records.

Set Up Milestones, Set Up Entitlements Process for Work Orders, Create Entitlement records.

Create Entitlement records, Set Up Entitlements Process for Work Orders, Set Up Milestones.

Work Types, Skill Routing, Skill Requirements, Operating Hours

Case process, Work Types, Entitlements, and Milestones

Skill Requirements, Work Types, Case Process, Milestones

Work Types, Skill Requirements, Entitlements, and Milestones

Field Technician Page Layouts

Field Technician Visualforce Pages

Field Technician Field Sets

Field Technician Mini-Page Layouts

Open a Case and inform Customer of weekend service pricing.

Open a Case and send email with new Service Offerings.

Open a Case and a renewal Opportunity for the Sales team.

Open a Case and create a Work Order for the Dispatch Team.

Attachments on Cases.

Knowledge Base on Cases.

Custom Links on Work Orders.

Knowledge Base on Work Orders.

Create an Entitlement Template on the Product.

Create a Workflow Rule on the Case.

Create a Milestone on the Product.

Create a Visualforce Page on the Case.

Give the Minimize Travel Service Objective the highest weight.

Remove the ASAP Service Objective.

Remove the Match Location Work Rule.

Add the Maximum Travel From Home Work Rule.

Create Work Types for all tasks requiring an estimated versus baseline value. Train Service Technicians to select the appropriate Work Type, and then update the “Duration” field on the Work Order Line Item.

Train Dispatchers to update the “Duration” field when Work Orders are created. Train Service Technicians to select the appropriate Work Type, and then update the “Duration” field on the Work Order Line Item.

Create Knowledge Articles with the baseline durations for each Product. Train Service Technicians to associate the appropriate Knowledge Article, and then update the “Duration” field on the Work Order Line Item.

Create Work Types for all tasks requiring an estimated versus baseline value. Train Service Technicians to select the appropriate Work Type, and then update the “Duration” field on the Work Order.

Work Order Line Items

Service Contract

Work Order

Account

Drag and drop the Service Appointments to other available Resources and run Optimization.

Ask the Customer Service Rep to call the customers and manually re-schedule for another day.

Change the Scheduling Policy to “High Intensity” and activate the Background Optimization process.

Update the Resource a not available, select the affected Service Appointments, and press “Schedule.”

Use Opportunity Line Items and Price Books to track the price.

Use Products and Price Books to track the price.

Use Assets and Products to track the price.

Use a custom object to model the Work Order pricing and price.

Validation Rules and Work Types

Work Types and Skill Requirements

Milestones and Service Appointments

Skill Requirements and Entitlements

Include the Match Territory Work Rule in the Scheduling Policy.

Mark the Service Territory’s Resources as Required on the Service Appointments.

Ensure the Resource’s Address is in the same Match Territory as the Service Appointments.

Include the Resource Availability Work Rule in the Scheduling Policy.

Match Fields

Required Resource

Match Boolean

Preferred Resource

Create 5 Resources with 20 hours available a week.

Create a Resource with 20 hours available a day.

Create 100 Service Appointments with Contractors as Required Resources.

Create a Capacity-based Resource with 100 hours capacity a week.

Work Order Line Items require a Case for the field technician to perform the work.

All Work Order Line items inherit the required Skills for the associated Asset.

Work Order Line Items require a Service Appointment for a field technician to perform the work.

Scheduled Work Order Line Items have to be completed on a daily basis or rescheduled the end of day.

Add the CSAT Visualforce page to the Work Order.

Install the Survey Snap-in for CSAT capture.

Install an AppExchange Package.

Enable the CSAT Quick Action for Work Orders.

When a service process dictates that there are two levels in a Work Order Hierarchy and two levels in the Work Order Line Hierarchy. (Parent Work Order can be used)

When a service process dictates that there is a single level in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.

When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than two levels in the Work Order Line Hierarchy.

When a service process dictates that there are more than two levels in a Work Order Hierarchy and more than a single level in the Work Order Line Hierarchy.

Use Workflow to close the Case when all Work Orders are closed.

Use Process Builder to close the Case when all Work Orders are closed.

Use Workflow to close the Case when the Work Order is dispatched.

Use Process Builder to close the Case when the Work Order is created.

Service Due Date

Customer Working Hours

Customer Entitlement

Service Urgency

Train Technicians to use Duplicate Work Order feature.

Launch the Work Order Standardization Wizard.

Create a standard set of Work Order Line Items.

Create Work Types for use on Work Orders

Open a Case and inform Customer of weekend service pricing.

Open a Case and send email with new Service Offerings.

Open a Case and a renewal Opportunity for the Sales team.

Open a Case and create a Work Order for the Dispatch Team.

Soft Boundaries

Customer First

High Intensity

Emergency Policy

Use Territory-specific Operating Hours.

Use Customer Operating Hours.

Use Multiple Operating Hours with Slots for each hour.

Use Exact Appointments on the Work Types.

Implement Work Types and Skill Assignments.

Implement Assignment Rules and Work Orders.

Assign Skills and Skill Levels to Users.

Assign Skills and Skill Levels to Resources.

Utilize a standard Price Book specific to each country.

Utilize the standard Price Book with pricing rules applied.

Utilize a custom Price Book specific to each country.

Build a solution to utilize the Work Order reporting module to view the truck stock and request transfer of stock.

Build a solution to view the Technician’s truck stock and create a custom process to request transfer to stock.

Build a solution to utilize the Parts transfer functionality to view the truck stock and request transfer of stock.

Build a solution to utilize the Asset inventory functionality to view the truck stock and request transfer of stock.

Customer Communities Plus

Chatter Files Connect

Chatter Customer Groups

Partner Communities

Customer Communities

Cases Only

Cases, Work Orders, and Tasks

Work Orders and Cases

Work Orders only

Send an email CSAT survey.

Implement Validation Rules and Signature Capture.

Change the Scheduling Rules.

Decrease Resource Rant Score.

Create CSS in the Dispatcher’s Console.

Add Fields on the Page Layout.

Use Lookup Fields.

Configure Field Sets on the Service Appointment.

Custom Work Order Escalation Rules

Custom Validation Rule on Work Orders

Custom Approval Process on Work Orders

Custom Work Order Status with Category

Managing page layouts and milestone trackers can be done in salesforce1.

Creating Entitlements for Cases and Work Orders must be separated.

Managing page layouts and validation rules can be done in Salesforce Lightning.

Creating Entitlements for Work Orders requires Lightning to be enabled.

Create a Capacity-based Resource and delete that Resource after three weeks.

Create a Resource and give them 24-hour availability for the next three weeks.

Create a Capacity-based Resource and give them 24-hour availability for the next three weeks.

Create a Capacity-based Resource and give them Capacity for the next three weeks.

Field Service mobile app

Salesforce Mobile

Salesforce1

Salesforce Touch

Barcode

Formula

Text

Number

Adjust Scheduling Policy

Knowledge Base

Customer Entitlements

Dispatching

Scheduling

Publish training documentation in a closed chatter group.

Increase training to Sales Representatives.

Publish pre-release documentation on the Customer Community.

Increase training to Field Service Technicians

Build a report to view Products Consumed on Work Order Line Items.

Build a report using the Service Appointment Inventory module.

Build a report to view Products Consumed on Work Orders.

Build a report using the Work Order inventory module.

Build a report to view Inventory Transactions.

Create Milestones, set up Entitlement Process, display the related List on the Work Order Page Layout.

Set up Entitlement Process, set up Service Contracts, display the related List on the Contact page Layout.

Create Contract Line Items, set up Entitlement Process, display the related List on the Asset Page Layout.

Create Milestones, set up Entitlement Process, display the related List on the Account Page Layout.

Create operating hours for the Service Appointment.

Create operating hours for the Service Resource.

Create operating hours for the Optimization Engine.

Create operating hours for the Service Territory.

Assign Permission Sets that allow Status Transitions.

Allow Status Transitions based on Role.

Limit Status Transitions based on Profile.

Configure Status Transitions based on Resource Type.

Add the Resource Skill and track certification using reminder.

Add the Resource Skill and create Absence once expired.

Add the Resource Skill as Time Phased.

Add the Resource Skill and remove from the Service Territory once expired.

Create a recurring Service Appointment

Create Resource Absences every day.

Use appropriate Resource Operating Hours.

Use the Resource Availability Rule.

Quick Action on Opportunity to Create Work Order

Quick Action on Work Order Line Items to Create Opportunity

Quick Action on Work Order to Create Opportunity

Quick Action on Opportunity to Create Work Order Line Item

Use Work Order and Work Order Line Items.

Use the Einstein Pricing Configurator.

Set up Products and Price Books.

Use a custom object to model the Work Order pricing.

Work Types, Resource Availabilities, and Operating Hours

Service Territories, Resource Capacity, and Business Hours

Service Territories, Operating Hours, and Resource Absences

Skills, Operating Hours, Time Slots, and Holidays.

Manually create a competitor’s Asset Record on the Field Service mobile app.

Use a Quick Action to create a competitor Asset Record on the Field Service mobile app.

Use a Quick Action to create a Note to explain the competitor’s Asset and attach it to the Work Order.

Use a Macro to create a competitor Asset Record on the Field Service mobile app.

Change the Work Order with a closed status of “Cancelled.”

Change the Work Order with a status of “New.”

Re-use the existing Work Order for the follow-up.

Create a child Work Order for the follow-up Work Order.

Create an Entitlement Process which has entry criteria for Status = Technician Wrap Up.

Create a Milestone which has entry criteria for Status = Technician Wrap Up.

Create custom fields to capture that the Wrap UP Activities have been completed.

Create a Workflow to close the Milestone when the Wrap Up is complete.

Create a Process Builder to close the Milestone when the Wrap Up is complete.

Capture signature, update record, sync device, deliver Service Report.

Deliver Service Report, capture signature, update record, sync device.

Deliver Service Report, update record, sync device, capture signature.

Capture signature, sync device, update record, deliver Service Report.

Utilize lifecycle Object tracking on Assets.

Utilize Field History Tracing on Assets.

Utilize custom fields for change tracking on Assets.

Utilize a Work Order related list on Assets.

Mark all completed Work Order Line Items as “Completed.” Mark the incomplete Work Order Line Item as “Cannot Complete” and enter details in the Description field. Mark the parent Work Order as “Cannot Complete”.

Mark all Work Order Line Items as “Cannot complete,” including the incomplete Work Order Line Item; mark the parent Work Order as “In Progress.”

Mark all completed Work Order Line Items as “Completed.” Mark the incomplete Work Order Line Item as “Cannot Complete” and enter details in the Description field. Mark the parent Work Order as “Closed”

Mark all completed Work Order Line Items as “Completed.” Mark the incomplete Work Order Line Item as “Cannot Complete,” and enter details in the Description filed. Mark the parent Work Order as “Cancelled.”

Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.

Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.

Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.

Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.

Update the Case Feed and tag the associated Service Representative.

Update the Work Order Line Item and its associated parent Asset.

Update the Service Appointment and its associated parent record.

Update the Work Order and its associated parent Account.

Configure a new Service Level for immediate assignment.

Postpone all lower-priority jobs and extend Due Dates.

Manually flag Service Appointments as “In Jeopardy” due to weather.

Configure Emergency Policy and use the Emergency Wizard.

Work Orders

Assets

Cases

Service Appointments

Require Technicians log all non-billable hours.

Require customer signature on billable Work Orders

Require approval on all Installations.

Require Technicians sign-off on Work Orders.

Google Traffic Data

Resource’s Home Base

Service Appointments

Resource’s Travel Speed

Service Appointment Dependencies

Create Multiple Work Orders Line Items per service.

Select the relevant Work Types for each Resource.

Assign the appropriate Skills to Resources.

Use Work Types with required Skills.

First time fix rate: The percentage of on-site service requests resolved on the first visit.

Service Technician utilization: Technician wrench time per month divided by the number of work hours in a given month.

Average time to repair: The average time required to repair or install as asset.

Truck roll cost per customer: The need to dispatch a Service Technician to go on-site to repair or install an asset or respond to a service call.

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.

Select multiple Service Appointments from the list and bulk schedule them.

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.”

Implement a Macro to generate Service Appointments on the existing Work Order.

Implement a Quick Action to create a new Work Order Line Item on the existing Work Order.

Implement a Quick Action to create a new Service Appointment on the existing Work Order.

Implement a Custom Button to Create a Service Appointment on the existing Work Order.

Assets

Product Templates

Work Types

Service Report Templates

Set up Service Locations, Set up Location Skills, Define Work Types

Define Work Types, Define Work Order Status, Set up Resource Skills

Define Skills, Set up Skill Requirements, and Set up Resources Skills

Set up Skill Requirements, Define Work Types, Set up Routing Rules.

Reduced Work Orders per Shift.

Reduced Overtime per Work Order.

Reduced Travel Time per Work Order.

Reduced Absences per Employee.

Use of Standard Reports to view Parent and Root Work Order Lines Items within Work Orders by Customer.

Use of Work Order Line Items that automatically inherit the hierarchy of Assets attached to Work Order.

Use of Work Order Line Items to link to a specific Asset within the Asset Hierarchy that represents the BoM.

Use of a parent-child Work Order Line Item to create a Work Order Line Item hierarchy.

Automatically schedule unscheduled services to available Resources.

Automatically Dispatch Service Appointments using Drip Feed.

Automatically change the status to Dispatched of all Service Appointments.

Automatically run Optimization Background Job every hour.

Service Objectives and Work Types

Service Objectives and Work Rules

Service Levels and Work Rules

Service Contracts and Service Levels.

Products Required for Service Resources

Products Required for Service Appointments

Products Required for Work Order Line Items

Products Required for Work Orders

Assign Contractor 2 as an excluded Resource.

Assign Contractor 1 and 2 different capacities for repair work.

Assign Contractor 1 as a Preferred Resource.

Assign Contractor 1 and 2 different Skill Levels for repair Work Type.

Use Work Orders and define a hierarchy.

Use Orders and Order Products.

Use Products and Product Families.

Use Assets and define a hierarchy.

Accounts and Assets

Contacts and Service Contracts

Accounts and Service Contracts

Contracts and Assets

Add the Work Order Quick Action on the Case,

Use Work Types to achieve pre-defined templates.

Add the Work Order Quick Action on the Account.

Use Record Types to achieve pre-defined templates.

Attach a picture of the credit card

Add a custom filed to store the credit card number

Create a custom payments object

Install an AppExchange package.

Utilize Schedules Jobs from the Field Service Admin app.

Enable Notifications in Field Service Settings.

Utilize Triggers to send emails to relevant users.

Enable Push Notifications in the Service Console app.

Create a New Task linked to the Contact and assign to a Sales Rep.

Add a “Create Opportunity” Quick Action to the Work Order Line Item.

Create a custom Visualforce page to create a new Opportunity.

Add an “Upsell” Quick Action to the Account that creates a new Work Order

Add the allowed Status Transitions in Field Service Settings.

Add new Status to the Work Order

Add the Status Transitions to the Technicians’ Profile.

Add new Status to the Service Appointment.