Master the Salesforce Certified Field Service Consultant (WI24) Field-Service-Consultant Exam with Confidence!

These three considerations should be taken into account when implementing service level agreements for work orders, as they affect how milestones are created and applied to work orders. References: https://help.salesforce.com/s/a rticleView?id=sf.fs_milestones_for_work_orders_overview.htm&type=5

Assets are used to track the customer’s install base, such as products or equipment that require service. Work orders are used to track the work that needs to be done on assets. By relating work orders to assets, the system can track the work history and status of each asset.

References: https://help.salesforce.com/s/articleView?id=sf.fsl_assets.htm &type=5

This option allows reporting on assets and their attributes, including hierarchical relationships, by using the standard asset reports and fields. References: https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm &type=5

Scheduling, dispatching, and knowledge base are three field service processes that can help reduce the mean-time-to-service. Scheduling is the process of assigning service appointments to resources based on their availability, skills, and location. Dispatching is the process of sending service appointments to resources and tracking their status and location. Knowledge base is a repository of articles that provide information and solutions for common issues and questions.

References: https://help.salesforce.com/s/articleView?id=sf.fsl_scheduling.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fsl_dispatch.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.knowledge_about.htm &type=5

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. References: https://help.salesforce.com/s/articleView?id=sf.fs_permission_sets.htm &type=5

Service Territories are used to group resources and service appointments based on geographic areas or other criteria. The recommended limit for service appointments per territory per day is 500 for optimal performance and user experience. References: https://help.s alesforce.com/s/articleView?id=sf.fs_territories.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_limits.htm &type=5

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. References: https://help.salesforce.com/s/articleView?id=sf.fs_resource_skills.htm &type=5

Lightning Components are reusable units of user interface that can be customized and embedded in different pages or apps[180]. Work Order Line Items are records that track specific tasks or products related to a work order[181]. Creating a custom Lightning Component that displays Work Order progress and deploying it to Technicians through the Salesforce Field Service mobile app would allow Universal Containers’ Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app by creating a component that shows the status or completion percentage of work order line items and adding it to the work order line item card layout in the mobile app settings[182]. Creating a custom Visualforce page and adding an external link in the Salesforce Field Service mobile app to view the page in the mobile browser would not allow Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app. Visualforce pages are web pages that can display custom user interface using HTML, CSS, JavaScript, and Apex[183]. Creating a Report Chart that summarizes Work Order Line Items and adding a link to the Service Appointment layout would not allow Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app. Report Charts are visual representations of report data that can be added to different pages or layouts[184]. Adding the Work Order Line Items related list to the Work Order page layout and assigning the layout to the Technician’s profile would not allow Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app. Related lists are lists of records that are directly related to another record and can be added to different page layouts[185]. References: https://developer.salesforce.com/docs/component-library/overview/components https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5 https://help.sal esforce.com/s/articleView?id=sf.fs_mobile_custom_cards_overview.htm&type=5 https://developer.salesforce.com/docs/atlas.en-us.pages.meta/pages/pages_intro_what_is_it.htm https://help.salesforce.com/s/articleView?id=sf.reports_charts_adding_to_layouts.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.customize_related_lists.htm &type=5

The asset relationships object is used to track when equipment has been swapped out by creating parent-child relationships between assets. Adding the related asset related list to the asset page allows viewing and creating asset relationships from an asset record. Adding the field history tracking related list to the asset page would track field changes on an asset, but not asset relationships. Adding the product request related list to the asset page would allow requesting products from inventory for an asset, but not tracking asset relationships. References: https://help.salesforce.com/s/articleView?id=sf.fs_asset_relationsh ips_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_asset_relationships_create.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.tracking_field_history.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_product_requests.htm &type=5

These two applications allow viewing all of the absence records at once, as they support displaying related lists on objects such as service resources or service territories. References: https://help.salesforce.com/s/articleView?id=sf.fs_absences_overview.htm &type=5