Salesforce Field Service Lightning practice questions for the
certification exam Questions With Complete Solutions
What is it? Correct Answer tools you need to manage work
orders, scheduling, and your mobile workforce. Here
are some of the things you can do.
• Create service resources and service crews that represent your
field service technicians, and
add details about their skills, service territories, and availability
• Set up multi-level service territories that represent the regions
where your technicians can work
• Track the location and status of your product inventory,
warehouses, service vehicles, and
customer sites
• Schedule one-time or recurring appointments for customers,
and add details about technician
preference and required skills and equipment
• Create maintenance plans and templates to standardize your
field service tasks
• Generate service reports to keep customers informed about
service progress
Field Service Enablemant Correct Answer - Enable through the
set up menu.
- Turns on geo-coding / location data - This is used in the
managed package to track where your mobile workforce is at
any given time.
- If you don't have the add-on license, you just see the Enable
Work Orders option by default.
,Core Field Service Lightning Correct Answer Once you enable
Field Service Lightning in your organization, admins and agents
can:
Set operating hours, skill sets, and standard appointment
requirements unique to your organization
Enable the Salesforce app to provide mobile access to your
mobile workforce
Track parts and van stock so your mobile workforce has what
they need when they're at a customer site
Report and analyze field service data
Plan, perform, and track all your field service work, from
installations to repairs and maintenance
Field Service Lightning Managed Package Correct Answer
**Sharing must be enabled before install**
When the managed package is installed, dispatchers can:
- Optimize scheduling according to your organization's work
rules and scheduling policies
- See a bird's-eye view of scheduled service appointments,
scheduling actions, a resource availability chart, and an
interactive map in the dispatcher console
-Scheduling optimization that allocates resources to
appointments in the
most efficient way possible by accounting for technician skill
level, travel
time, location, and other factors
-A robust toolbox of objects, work rules, and scheduling policies
that help you define your ideal
scheduling model
-Out-of-the-box triggers that make it easy to customize your
scheduling and display preferences
,- Integrate and maintain scheduling policies, global actions,
sharing tools, and optimization rules with the administration app
so you can get the right tech to the right job at the right time.
Field Service Lightning Mobile App Correct Answer The Field
Service Lightning mobile app is available for free on the App
Store. Mobile workers using the app can:
View their appointment schedule
Use Salesforce data to check on work orders, reach contacts, and
verify addresses
Create and edit records to log work and create follow-up
appointments
Use Chatter to collaborate with other mobile workers, managers,
and dispatchers
Track updates with push notifications
View Knowledge articles to complete tricky tasks
Track van inventory and parts consumed to complete jobs
Gather customer signatures
Roles Correct Answer Administrator - Sets up field service
features according to their unique business needs. This includes
installing the Field Service Lightning managed package and
Field Service Lightning mobile app.
Agent - Takes customer service calls and requests field service
appointments via work orders, which list the skills and parts that
are needed.
Dispatcher - Assigns and manages the service appointments.
The dispatcher console included in the managed package helps
dispatchers schedule, optimize, and dispatch service
, appointments from one screen. (Field Service Dispatcher
permission set license to access the dispatcher
console)
Mobile Technician - Manages their service appointments. Their
tasks include closing work orders, tracking the parts they used,
and providing service reports. (Field Service Scheduling
permission set license to be included in scheduling
optimization)
(Field Service Mobile permission set license to use
the Field Service Lightning mobile app)
You don't need a permission set license to access field service
objects
Service Resource Correct Answer Service crews / mobile
employees that represent
technicians. The have:
-Skills
-Operating Hours
-Service Territories
Work Orders Correct Answer Represent requests for work /
tasks to be performed for a Customer.
You can -
-Attach Knowledge
-Split them into sub-tasks called Work Order Line Items
-Track Terms in service level agreements using Milestones.
-Associate Service Appointments and details of the appointment
schedule.
-Use Work Types (templates) to standardise work orders.
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