FSL-201 Salesforce - Implementing Field Service Lightning Question and Answers

Add the Work Order Quick Action on the Case.

Use Work Types to achieve pre-defined templates.

Add the Work Order Quick Action on the Account.

Use Record Types to achieve pre-defined templates.

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.

Change the Work Order with a closed status of “Cancelled.”

Change the Work Order with a status of “New.”

Re-use the existing Work Order for the follow-up.

Create a child Work Order for the follow-up Work Order.

Service Due Date

Customer Working Hours

Customer Entitlement

Service Urgency

Implement a Macro to generate Service Appointments on the existing Work Order.

Implement a Quick Action to create a new Work Order Line Item on the existing Work Order.

Implement a Quick Action to create a new Service Appointment on the existing Work Order.

Implement a Custom Button to Create a Service Appointment on the existing Work Order.

Company logo

Company Colors

Company style sheets

Company address

Work Order Line Items require a Case for the field technician to perform the work.

All Work Order Line items inherit the required Skills for the associated Asset.

Work Order Line Items require a Service Appointment for a field technician to perform the work.

Scheduled Work Order Line Items have to be completed on a daily basis or rescheduled the end of day.

Create operating hours for the Service Appointment.

Create operating hours for the Service Resource.

Create operating hours for the Optimization Engine.

Create operating hours for the Service Territory.

Assets

Product Templates

Work Types

Service Report Templates

Create a Report Chart that summarizes Work Order Line Items and add a link to the Lens on the Service Appointment Layout.

Create a custom Visualforce page, add an external link from the Mobile app to view the page in the mobile browser.

Add the Work Order Line Items Related List to the Work Order Page Layout and assign the Layout to the Technician’s profile.

Create a custom Lightning Component that displays Work Order progress and deploy it to Technicians through salesforce1.

Create Work Types for all tasks requiring an estimated versus baseline value. Train Service Technicians to select the appropriate Work Type, and then update the “Duration” field on the Work Order Line Item.

Train Dispatchers to update the “Duration” field when Work Orders are created. Train Service Technicians to select the appropriate Work Type, and then update the “Duration” field on the Work Order Line Item.

Create Knowledge Articles with the baseline durations for each Product. Train Service Technicians to associate the appropriate Knowledge Article, and then update the “Duration” field on the Work Order Line Item.

Create Work Types for all tasks requiring an estimated versus baseline value. Train Service Technicians to select the appropriate Work Type, and then update the “Duration” field on the Work Order.

Automatically schedule unscheduled services to available Resources.

Automatically Dispatch Service Appointments using Drip Feed.

Automatically change the status to Dispatched of all Service Appointments.

Automatically run Optimization Background Job every hour.