Field-Service-Consultant Salesforce Certified Field Service Consultant (SP23) Questions and Answers

This scheduling policy prioritizes customer service preferences over other factors, such as travel time or resource availability. References: https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies.htm &type=5

Reshuffle allows the dispatcher to automatically reschedule service appointments for a specific date range based on the current schedule and optimization rules1. In-day Optimization allows the dispatcher to optimize the schedule for a specific resource or territory based on real-time events such as cancellations or delays2. References: 1 https://help.salesforce.com/s/articleView?id=sf.fs_reshuffle.htm &type=5 2 https://help.salesforce.com/s/articleView?id=sf.fs_in_day_optimization.htm &type=5

Service Resources are records that represent the people or equipment that perform field service tasks[53]. Permission Set Licenses are licenses that grant users access to specific features such as Field Service Dispatcher Console or Field Service Mobile App[54]. Creating one service resource and assigning the relevant permission set license would allow an employee at Universal Containers to perform both dispatcher and technician roles using one record and one license. Creating two skills records and assigning them to service resources record would not affect their roles or access to features. Skills are records that define specific abilities or qualifications that service resources have[55]. Creating two service resources and assigning them to the employee would create duplicate records and require two licenses for one employee. Creating one service resource and assigning the technician and dispatcher role would not work because roles are not fields on the service resource object. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_permission_set_licenses_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm &type=5

Earliest Start Permitted is a field on the Service Appointment object that defines the earliest date and time that a service appointment can start[222]. Due Date is a field on the Service Appointment object that defines the latest date and time that a service appointment must be completed by[223]. Using Earliest Start Permitted and Due Date fields on Service Appointments would help ensure that they are completed within the agreed upon Service Level Agreement (SLA) with Universal Containers’ customers by setting the boundaries for when a service appointment can start and finish according to the SLA terms[224]. Actual Start and Actual End are fields on the Service Appointment object that capture the actual date and time that a service appointment started and ended[225]. Using Actual Start and Actual End fields on Service Appointments would not help ensure that they are completed within the agreed upon SLA with Universal Containers’ customers because they are recorded after the service appointment is performed and do not enforce any SLA terms. Arrival Window Start and Arrival Window End are fields on the Service Appointment object that define the expected date and time range that a resource will arrive at a service appointment[226]. Using Arrival Window Start and Arrival Window End fields on Service Appointments would not help ensure that they are completed within the agreed upon SLA with Universal Containers’ customers because they only indicate when a resource will arrive and do not enforce any SLA terms. Scheduled Start and Scheduled End are fields on the Service Appointment object that define the planned date and time range that a service appointment will take place[227]. Using Scheduled Start and Scheduled End fields on Service Appointments would not help ensure that they are completed within the agreed upon SLA with Universal Containers’ customers because they only indicate when a service appointment is scheduled and do not enforce any SLA terms. References: https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceappointment.htm https://help.salesforce.com/s/articleView?id=sf.fs_sla_overview.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.salesforce.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/articleView?id=sf.process_overview.htm &type=5

Permission Sets are records that grant users access to specific features or apps such as Salesforce Field Service[214]. Scheduling licenses are records that grant users access to scheduling features such as Dispatcher Console or Optimization[215]. Creating Permission Sets and assigning the Salesforce Field Service Resource Permission Set and Scheduling license to each Technician would allow Universal Containers’ Technicians to update their own appointments’ status using the Dispatcher console Gantt chart by granting them access to Salesforce Field Service mobile app features such as updating status and granting them access to scheduling features such as viewing Gantt chart[216]. Creating Permission Sets and assigning the Salesforce Field Service Scheduling and Mobile Permission Sets to the Resource profile would not allow Technicians

Field Sets allow controlling which fields are displayed on the Work Order and Service Appointment cards in the Salesforce Field Service mobile app. References: https://help.salesforce.com/s/articleView?id=sf.fs_mobile_fields.htm &type=5

 Work Order Line Items can be used to link to specific Assets within an Asset Hierarchy that represents a Bill of Materials (BoM). Work Order Line Items can also be used to create a hierarchy of tasks that need to be performed in a sequence. Standard Reports do not show Parent and Root Work Order Line Items within Work Orders by Customer. Work Order Line Items do not automatically inherit the hierarchy of Assets attached to Work Order. References: https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_item_hierarchy.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_reports_dashboards.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5

This option should be recommended to control the technicians’ view of work orders and appointments in the field service lightning mobile app, as it allows customizing which fields are displayed on different screens of the app. References: https://help.salesforce.com/s/articleView?id=sf.fs_mobile_field_sets.htm &type=5

Work Types are templates that define the duration, skills, and products required for a work order or work order line item. By creating Work Types and Skill Requirements for Install, Break-fix, and Inspections, Universal Containers can standardize creation of Work Orders with the correct skills and estimated time to completion. Work Order Record Types for Break-fix, Install, and Inspection would allow creating different page layouts and picklist values for different types of work orders, but not define skills and duration. Work Type Line Items for Install, Break-fix, and Inspections would allow creating templates for work order line items, but not work orders. Work Order custom fields to define Install, Break-fix, and Inspections would allow capturing additional information for different types of work orders, but not define skills and duration. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5

This option allows capturing the required information on the work order and updating the related case and service appointment records using a flow. References: https://help.salesforce.com/s/articleView?id=sf.fs_mobile_quick_actions.htm &type=5

This option allows capturing the required information on the work order and updating the related case and service appointment records using a flow. References: https://help.salesforce.com/s/articleView?id=sf.fs_mobile_quick_actions.htm &type=5

This option allows updating the service crew to meet the skill requirements by adding service resources to the crew using a drag-and-drop interface. References: https://help.salesforce.com/s/articleView?id=sf.fs_crew_management_tool.htm &type=5

Permission Sets are records that grant users access to specific features or apps such as Salesforce Field Service[214]. Scheduling licenses are records that grant users access to scheduling features such as Dispatcher Console or Optimization[215]. Creating Permission Sets and assigning the Salesforce Field Service Resource Permission Set and Scheduling license to each Technician would allow Universal Containers’ Technicians to update their own appointments’ status using the Dispatcher console Gantt chart by granting them access to Salesforce Field Service mobile app features such as updating status and granting them access to scheduling features such as viewing Gantt chart[216]. Creating Permission Sets and assigning the Salesforce Field Service Scheduling and Mobile Permission Sets to the Resource profile would not allow Technicians

To perform multi-staged jobs, where the second job can only begin after completion of the first job, two service appointments can be created and linked by setting the Related Service Appointment field on the second service appointment to point to the first one, and setting the Time Dependency field to After Previous. Creating one service appointment with the total duration of the two jobs and assigning two resources would not ensure that the second job starts after the first one. Creating two service appointments and scheduling them to the same resource or creating one service appointment and scheduling it to two different resources would not create a dependency between the jobs. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_appointment_dependencies.htm &type=5

This option allows automatically associating certain products to Work Orders based on the work type selected, and generating Work Order Line Items for those products. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5

Match Fields work rules are rules that restrict travel distance between home location and first appointment location for resources[64]. Including a Match Fields work rule would allow limiting contractors to travel a maximum of 50 minutes from home by setting up criteria such as travel distance less than or equal to 50 minutes between home location field and first appointment location field[65]. Linking rules to Relevance Groups would not limit travel distance between home location and first appointment location for resources. Relevance Groups are groups of rules that apply only to specific types of services such as emergency or preventive maintenance[66]. Assigning a high efficiency score would not limit travel distance between home location and first appointment location for resources. Efficiency score is a metric that measures how well resources use their working hours based on factors

The match territory work rule is used to match service appointments to service resources based on their assigned territories. Deselecting working location primary on the working territories work rule allows considering secondary territories as well as primary territories when matching service appointments to service resources. Removing the match territory work rule would ignore territories when scheduling service appointments. Selecting working location enable primary on the working territories work rule would only consider primary territories when matching service appointments to service resources. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_rules_overview.htm &type=5