Field-Service-Lightning-Consultant Salesforce Certified Field Service Consultant (WI23) Questions and Answers

Service Due Date

Customer Working Hours

Customer Entitlement

Service Urgency

Create a new Work Order and relate it to the previous Work Order.

Create a new Work Order and relate it to the Customer.

Update a field called “Repeat Call” on the initial Work Order.

Create new Work Order Line Items under the initial Work Order.

Create two service appointments and set the early start to the start time of the first

service appointments

Create two service appointments and assign two different resources

Create one service appointments and schedule two resources

Create one service appointments and add two required resources

Include the Match Territory Work Rule in the Scheduling Policy.

Mark the Service Territory’s Resources as Required on the Service Appointments.

Ensure the Resource’s Address is in the same Match Territory as the Service Appointments.

Include the Resource Availability Work Rule in the Scheduling Policy.

Soft Boundaries

Customer First

High Intensity

Emergency Policy

When service resources are available for work

The maintenance plan for account

The due date of the service appointment

The time slots for appointment booking

With Entitlement Templates

With Workflows

With Process Builder

With Work Order Types.

Select the service appointment from the list, user the "change status" action and

"dispatch"

Select the service appointment from the list and the "schedule" action

Select multiple service appointment from the list and bulk schedule them

Select a service appointment from the list, use the "candidates" action, and select the

best time slot

Select a service appointment from the list, use the "edit" action and allocate the

Resources

Validation Rules and Work Types

Work Types and Skill Requirements

Milestones and Service Appointments

Skill Requirements and Entitlements

Attach Knowledge Articles to Work Order Line Items Only.

Manage Attached Articles and Search the Knowledge Base.

Attach Articles to Work Orders and Work Order Line Items.

Include Quick Actions and Global Actions in Attached Articles.

Work Types, Resource Availabilities, and Operating Hours

Service Territories, Resource Capacity, and Business Hours

Service Territories, Operating Hours, and Resource Absences

Skills, Operating Hours, Time Slots, and Holidays.

Establish a Preventative Maintenance program for their install base.

Integrate IoT data from their install base to detect asset issues.

Launch a feedback survey to their install base and follow up on results.

Review existing contracts for obsolete provisions and requirements.

Add a new product required to the work order.

Add a new product consumed to the work order.

Add a new product required to the work type.

Add a new product consumed to the work rule.

Attachments on Cases.

Knowledge Base on Cases.

Custom Links on Work Orders.

Knowledge Base on Work Orders.

Create a work order and work order line

Create return order and return order line item

Create a product request and product request line item

Create a return order and relate it to the product

Quick Action on Opportunity to Create Work Order

Quick Action on Work Order Line Items to Create Opportunity

Quick Action on Work Order to Create Opportunity

Quick Action on Opportunity to Create Work Order Line Item

Agents view of upcoming service appointment

Offline access to flow

Native customer signature capture

Customized navigation menu

skill requirement work type and case process

work type skill routing skill requirements operating house and data categories

case process work types and record types

work types and skill requirements

add the service territory location related list on the location page layout

create the service territory location as a location lookup field.

add the service territory location related list on the service territory page layout

create the service territory location as a service territory lookup field.

Assigned resource

Homebase travel

Resource skill level

Break duration

Update the language of the current user

Update the default language of the organization

Add the language field to the contact page layouts

Add the service report language field to the work order page layout

F5L Dispatcher License

FSL Resource License

FSL Admin License

FSL Agent License

Add the Service Territory Location Related List on the Service Territory page layout.

Add the Service Territory Location Related List on the Location page layout.

Create the Service Territory Location as a Location lookup field.

Create the Service Territory Location as a Service Territory lookup field.

Set UP Milestones, Create Entitlement records, Set Up Entitlements Process for Work Orders.

Set Up entitlements Process for Work Orders, Set Up Milestones, Create Entitlement records.

Set Up Milestones, Set Up Entitlements Process for Work Orders, Create Entitlement records.

Create Entitlement records, Set Up Entitlements Process for Work Orders, Set Up Milestones.

Owner of Service Appointment and members of User Territory

Assigned Resources, Owner of Service Appointment and members of User Territory

Assigned Resources, Owner of Service Appointment and members of Service Territory

Owner of Service Appointment and members of Service Territory

Write a workflow that associates Articles to Work Orders based on a picklist on the Work Order.

Use Work Types to assign associated Articles to Work Orders.

Use the Salesforce mobile app with deep linking to the Salesforce Field Service mobile app.

Create a custom mobile app that syncs articles based on Service Appointment assignments.

Assign Permission Sets that allow Status Transitions.

Allow Status Transitions based on Role.

Limit Status Transitions based on Profile.

Configure Status Transitions based on Resource Type.

Open a Case and inform Customer of weekend service pricing.

Open a Case and send email with new Service Offerings.

Open a Case and a renewal Opportunity for the Sales team.

Open a Case and create a Work Order for the Dispatch Team.

Utilize lifecycle Object tracking on Assets.

Utilize Field History Tracing on Assets.

Utilize custom fields for change tracking on Assets.

Utilize a Work Order related list on Assets.

Work type line items for install, break-fix, and inspection

Work order Business process for install, break-fix, and inspection

Work order custom fields to define install, break-fix, and inspection

Work type and skill requirements for install, break-fix, and inspection

Set the Service Appointment to Dispatch in Field Service Settings.

Enable Drip Feed Dispatching in Field Service Settings.

Set the Number of Services to Drip Feed on the Service Territory.

Enable Sharing of Dispatched Service Appointments.

Assets and Entitlements.

Assets and Service Contracts.

Accounts and Service Contracts.

Accounts and Assets

Gantz

Gantt Map

Appointment List

Color Palettes

Service appointment generation method - one service appointment per work order

line item

Work order generation method - one work order line item per asset

Service appointment generation method - one service appointment per work order

Work order generation method - one work order per asset

An Entitlement Process must be applied to both Cases and Work Orders.

Milestones for Work Orders can be configured in Setup.

A new Entitlement Process requires selecting a single Entitlement Process Type.

A single Milestone can be added to both Case and Work Order Entitlement Processes.

Milestones for Work Orders can be set up from the metadata API.

Preferred resource

Required resource

Technicians with required skill

Service crew

Use the Assets without Products report.

Enable and customize the View Asset Hierarchy action.

Create custom reports and reference the Parent Asset and Root Asset fields.

Use standard reports and reference the Parent Asset and Root Asset fields.

Define a repeating Work Type.

Implement Path for Work Orders.

Build a Process for Service Appointments.

Configure a Maintenance Plan.

Support service processes with custom Lightning Components

Visibility of Technicians with geolocation tracking

Access to Lightning Knowledge articles

Manage mobile fields available through configuration

Create Milestones, set up Entitlement Process, display the related List on the Work Order Page Layout.

Set up Entitlement Process, set up Service Contracts, display the related List on the Contact page Layout.

Create Contract Line Items, set up Entitlement Process, display the related List on the Asset Page Layout.

Create Milestones, set up Entitlement Process, display the related List on the Account Page Layout.

Open a Case and inform Customer of weekend service pricing.

Open a Case and send email with new Service Offerings.

Open a Case and a renewal Opportunity for the Sales team.

Open a Case and create a Work Order for the Dispatch Team.

reduced overtime per work order

reduced travel time per work order

reduced work orders per shift

reduced number of territories