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

A quick action is used to create a record from another record with predefined field values. By defining a quick action to create a new service appointment from an existing one, the technician can easily create an additional visit to complete unfinished work.

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

Work types are used to define the standard duration and skills required for a specific type of work. They can also include the required products that are needed for the work. By including the required products in the work type, the system can automatically add them to the work order when the work type is selected.

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

The Products Consumed section on the Work Order allows the technician to record the products used and adjust the inventory levels of their van stock. The Product Item Transactions Related List on the Product Item shows the history of product movements, but does not allow recording new transactions. The Work Order Line Item associated with the completed Work Order shows the products required, but not the products used. The Product Request Line Item associated with the Product shows the products requested, but not the products consumed. References: https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_product_item_transactions.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_product_request_line_items.htm &type=5

These two ways should be recommended to track these inventory requirements in Salesforce, as they allow specifying which products are needed for work orders or work order line items and updating the inventory accordingly. References: https://help.salesforce.com/s/articleView?id=sf.fs_products_required.htm &type=5

The Preventative Maintenance Gantt is a view within the Dispatcher Console that shows the scheduled service appointments for preventive maintenance work orders[217]. The Dispatcher Console Appointment list is a view within the Dispatcher Console that shows the list of service appointments with various details such as status, priority, or assigned resource[218]. Filtering is a feature that allows narrowing down the list of records based on specific criteria such as date, status, or territory[219]. Using the Preventative Maintenance Gantt and filter the list to show only desired work orders and using the Dispatcher Console Appointment list and filter the list to show only desired service appointments would allow Universal Containers’ Managers to monitor Preventative Maintenance work orders using the Dispatcher Console by showing them the preventive maintenance service appointments on a Gantt chart or a list view and allowing them to apply filters to see only the relevant records[220]. Using the Dispatcher Console Map and filter the list to show only desired service appointments would not allow Universal Containers’ Managers to monitor Preventative Maintenance work orders using the Dispatcher Console. The Dispatcher Console Map is a view within the Dispatcher Console that shows the locations of service appointments and resources on a map[221]. Using the Dispatcher Work Order Polygon and filter the list to show only desired service appointments would not work because there is no such feature as Dispatcher Work Order Polygon. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_preventive_maintenance_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_appointme nt_list_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_filter_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_preventive_maintenance_view.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_map_overview.htm &type=5

Contractors are external users who can access Field Service features such as work orders, service appointments, assets, products consumed, etc… There are two types of contractor licenses available: Contractor (Full Access) and Contractor (Limited Access). Contractor (Full Access) licenses allow users to access all Field Service features except scheduling optimization. Contractor (Limited Access) licenses allow users to access only work orders assigned to them or their crew members via mobile app or web browser[22. Universal Containers should deploy 25 Contractor (Full Access) licenses to contractors who need to schedule resources and 75 Contractor (Limited Access) licenses to contractors who need access to work orders, assets, mobile app, and chatter. References: https://help.salesforce.com/s/articleVi ew?id=sf.field_service_contractors_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_license_types.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_full_access_license_features .htm&type=5 https://help.salesforce.com/s/articleView?id=sf.field_service_contractors_limited_access_license_features.htm &type=5

Maintenance Plans are records that define the recurring service schedule for an asset or a product such as quarterly, monthly, or weekly[59]. Configuring a Maintenance Plan would allow creating quarterly service appointments for one of the products sold by Universal Containers automatically based on predefined criteria such as start date, end date, or generation method[60]. Defining a repeating Work Type would not create quarterly service appointments automatically. Work Types are templates that define the duration, skills, and products required for a work order or work order line item[61]. Implementing Path for Work Orders would not create quarterly service appointments automatically. Path is a feature that displays key fields and guidance for each stage of a work order process[62]. Building a Process for Service Appointments would not create quarterly service appointments automatically. Processes are automated workflows that execute actions based on specified criteria such as updating fields, sending emails, or creating tasks[63]. References: https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_create_edit_delete.htm &type=5 https://help.salesfor ce.com/s/articleView?id=sf.fs_work_types.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.path_overview.htm &type=5 https://help.salesforce.com/s/articleV iew?id=sf.process_overview.htm&type=5

Gantt Palettes allow the dispatcher to color code service appointments based on any field value, such as revenue or priority. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_ palettes.htm&type=5

User Territories are records that associate users with service territories for sharing purposes[90]. Creating a new user territory associated with the Service Territory and dispatcher would allow giving access to all relevant Midwest records by linking them with their corresponding service territory[91]. Configuring and running the User Territory Sharing Job in Field Service Settings would allow updating sharing rules based on user territories automatically at regular intervals such as daily or weekly[92]. Assigning a new user territory and adding each of the assigned service resources would not give access to all relevant Midwest records

These two permission sets give access to the Crew Management tool, which allows creating and managing crews and crew members. References: https://help.salesforce.com/s/articleView?id =sf.fs_crews_overview.htm&type=5

This is the recommended sequence of steps to dispatch a technician for a customer issue. A case is created to track the customer issue, a work order is created to track the work that needs to be done, a service appointment is created to schedule the work, and a service appointment is dispatched to assign it to a technician.

References: https://trailhead.salesforce.com/en/content/learn/modules/field_service_basics/field_service_work_orders