Field-Service-Lightning-Consultant Free Practice Test

Universal Containers wants to implement Service Level Agreements (SLA) for Work Orders. Which three considerations should the Consultant take into account?
Choose 3 answers

1. A. An Entitlement Process must be applied to both Cases and Work Orders.
2. B. Milestones for Work Orders can be configured in Setup.
3. C. A new Entitlement Process requires selecting a single Entitlement Process Type.
4. D. A single Milestone can be added to both Case and Work Order Entitlement Processes.
5. E. Milestones for Work Orders can be set up from the metadata API.

Correct Answer: CDE

Universal Containers maintains their service level agreements at the customer level only. How can a Consultant ensure agents can verify coverage?

1. A. Create Milestones, set up Entitlement Process, display the related List on the Work Order Page Layout.
2. B. Set up Entitlement Process, set up Service Contracts, display the related List on the Contact page Layout.
3. C. Create Contract Line Items, set up Entitlement Process, display the related List on the Asset Page Layout.
4. D. Create Milestones, set up Entitlement Process, display the related List on the Account Page Layout.

Correct Answer: D

An agent has to create a Work Order for a complex installation. A Work Order Line Item is created for each required component so it can be tracked and priced separately. However, a few of the components are only on the company’s Preferred Price Book while the others are on the U.S. Price Book.
Which solution should a Consultant recommend so the agent can meet this requirement?

1. A. Create one Work Order and add Work Order Line Items based on the Price Book selected on the Work Type.
2. B. Create one Work Order for each Price Book and use Work Types to assign the Price Book to each Work Order Line Item.
3. C. Create one Work Order and override the price on Work Order Line Items for products on the Preferred Price Book.
4. D. Create one Work Order for each Price Book and add Work Order Line Items to the appropriate Work Order based on its Price Book.

Correct Answer: D

Universal containers want to track the full lifecycle of an installed product, including when a swap is needed as part of a service order.
Which steps technicians follow to report that a substitute asset is installed?

1. A. Mark installed asset as "shipped" - create a new product - relate the product to the asset
2. B. Mark installed asset as "obsolete"- create a new product - related the product to asset
3. C. Mark installed asset as "shipped" - create new assets - create a new asset of relationships type = "shipment"
4. D. Mark installed asset as "obsolete"- create a new product - create a new asset of relationships type =" replacement"

Correct Answer: D

Universal Containers wants to automatically create Work order Line Items based on the products being serviced. How can this be achieved?

1. A. With Entitlement Templates
2. B. With Workflows
3. C. With Process Builder
4. D. With Work Order Types.

Correct Answer: C