Free Salesforce FSL-201 Exam Actual Questions

The questions for FSL-201 were last updated On Feb 17, 2025

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Question No. 1

Universal Containers typically performs installs, break-fix, and inspections for all clients. The Service Manager wants to create a template for common work requests. What should a Consultant implement to assist the dispatch team?

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Correct Answer: C

Work Types are templates that define the duration, skills, and products required for a work order or work order line item. By creating Work Types and Skill Requirements for Install, Break-fix, and Inspections, Universal Containers can standardize creation of Work Orders with the correct skills and estimated time to completion. Work Order Record Types for Break-fix, Install, and Inspection would allow creating different page layouts and picklist values for different types of work orders, but not define skills and duration. Work Type Line Items for Install, Break-fix, and Inspections would allow creating templates for work order line items, but not work orders. Work Order custom fields to define Install, Break-fix, and Inspections would allow capturing additional information for different types of work orders, but not define skills and duration. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5


Question No. 2

Each container consists of multiple parts that are tracked by Asset records. Universal Containers's customers usually wait until several parts need service before requesting a Technician come on-site to save money on service charges.

How should a Consultant configure Salesforce Field

Service to track the work performed?

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Correct Answer: B

This option allows tracking the work performed for each asset separately and associating it with a work order and a service appointment. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5


Question No. 3

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?

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Correct Answer: D

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


Question No. 4

Technicians earn certifications that must be renewed periodically to ensure their skills remain up to date.

How can these certifications be managed on the Resource?

A, Add the Resource Skill and track certification using reminder.

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Correct Answer: D

This option allows the Resource Skill to expire when the certification expires, and prevents the resource from being scheduled for jobs that require that skill. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_resource_skills.htm&type=5


Question No. 5

At Northern Trail Outfitters (NTO), agents are expected to complete a variety of tasks. They create cases and work

orders, and need Read access to work types and work rules. They also book and manage appointments, assign

mobile resources, and optimize their mobile workforce's schedule.

What is the best permission set{s) a consultant should

recommend assigning to NTO agents?

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Correct Answer: C

The Agent permission set gives access to create cases and work orders, view work types and work rules, book and manage appointments, assign mobile resources, and optimize schedules. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_permission_sets.htm&type=5


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