Pass the Salesforce Field Service Lightning program Field-Service-Consultant Questions and answers with CertsForce

Field Sets allow controlling which fields are displayed on the Work Orderand 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

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

A Service Appointment can be shared by clicking Sharing on the record if manual sharing is enabled in Field Service settings[51]. Auto-generated scheduled Service Appointments will be shared with resources if automatic sharing is enabled in Field Service settings[52]. The Service Appointment’s parent record can be shared with the assigned resource, but this would not affect the sharing of the Service Appointment itself. Making the dispatcher the assigned resource on the Service Appointments would not make sense if they are not performing field service tasks. References: https://help.salesforce.com/s/articleView?id=sf.fs_sharing_manual.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_sharing_automatic.htm &type=5

Field History Tracking on Assets allows tracking location and status changes in the lifecycle of a specific component in a customer’s install base by recording the date, time, nature, and user of each change. A Work Order related list on Assets would show the work orders associated with an asset, but not the location and status changes of the asset. A custom installation date field on Products Consumed would show when a product was installed,but not the subsequent changes in the asset lifecycle. A Product related list on Assets would show the products related to an asset, but not the location and status changes of the asset. References: https://help.salesforce.com/s/articleView?id=sf.tracking_field_history.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_products_consumed.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_products.htm &type=5

This configuration can be used to brand the Salesforce Field Service mobile app by uploading a custom logo image that appears on the app’s login screen and navigation bar. References:https://help.salesforce.com/s/articleView?id=sf.fs_mobile_branding.htm &type=5

hese two configurations allow adding a new status to the existing status flow for Service Appointments, and defining which statuses can transition to or from the new status. References:https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions.htm &type=5

Changing the Work Order with a closed status of “Cancelled” allows tracking Work Order cancellations and subsequent follow-ups using reports or dashboards based on Work Order status field values[23. Re-using the existing Work Order for the follow-up allows maintaining the relationship between the original customer request and the follow-up action without creating duplicate records[24. Changing the Work Order with a status of “New” would not indicate that it was cancelled before. Creating a child Work Order for the follow-up Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. References:[23. https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm &type=5 [24.https://trailhead.salesforce.com/en/content/learn/modules/field-service-lightning-basics/field-service-lightning-work-orders

This option allows capturing multiple signatures on a service report by creating different signature types (such as customer approval or technician verification) and adding themto the service report template. References:https://help.salesforce.com/s/articleView?id=sf.fs_signature_types.htm &type=5

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

A generation horizon is the number of days before the maintenance plan start date that work orders are generated. A generation time frame is the number of days before the maintenance plan end date that work orders are generated. To ensure that work orders are generated within 14 days of inspection due date, both the generation horizon and the generation time frame should be set to 14 days. Associating a work type calledsite or a required skill called site visits to maintenance plans would not affect the timing of work order generation, but would affect the scheduling and assignment of service appointments. References: https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm &type=5