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

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

This feature shouldbe used to reduce travel time and increase technician productivity by automatically scheduling service appointments based on predefined criteria and objectives, such as minimizing travel distance or maximizing utilization. References:https://help.salesforce.com/s/articleView?id=sf.fs_optimizer_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 andActual 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 completedwithin 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 objectthat 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 thata 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 whena 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

Service Resources are records that represent the people or equipment that perform field service tasks[143]. Work Orders are records that track customer requests for service such as repairs or maintenance[144]. Resource Absences are records that mark resources as unavailable for work for specific time periods due to sickness, vacation, or other reasons[145]. If the Field Service Lightning User Territory feature is enabled, these three objects will be visible to users who are part of the User Territory by default[146]. Accounts are records that represent companies or individuals involved in business with an organization[147]. Work Types are records that define the standard tasks and duration for a specific type of work[148]. These two objects will not be visible to users who are part of the User Territory by default unless sharing rules are configured[149]. 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_work_orders.h tm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_absences_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_user_territories_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.account.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_types_overview.htm&type=5https://help.salesforce.com/s/articleView?id=sf.fs_user_territorie s_sharing_rules.htm&type=5

This option allows tracking customer purchases of serialized components as assets and defining parent-child relationships between them. References:https://help.salesforce.com/s/articleView?id=sf.fs_as set_hierarchy.htm&type=5

This option allows tracking the work performed for each asset separately and associating it with a work order and a service appointment. References:https://help. salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5

The book appointment action is used to schedule a service appointment based on service objectives and resource availability. Theaction displays a list of potential time slots with service objective scores for each slot. The higher the score, the better the slot meets the service objectives.

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

Work types are used to define the standard duration and skills required for a specific type of work. By creating work types for similarsite visits, the creation of work orders can be streamlined and standardized.

References: https://trailhead.salesforce.com/en/content/learn/modules/field_service_basics/field_service_work_types

Capacity-Based Service Resources are service resources that have a limited number of hours available for work per day or week[150]. Setting the Contractor Manager as a Capacity-BasedService Resource would allow Universal Containers to outsource 100 hours of weekly maintenance to an external Contractor by setting up criteria such as capacity hours per week equals 100 and capacity type equals weekly[151]. Creating the individual Technicians as Service Crew Members would not work because Service Crew Members are service resources that belong to a crew and share the same service appointments[152]. Setting the individual Technicians as Capacity-Based Service Resources would not work because Universal Containers does not have visibility into the individual external technicians. Creating the Contractor Manager as a Crew Service Resource would not work because Crew Service Resources are service resources that act as leaders or managers of a crew and can assign crew members to service appointments[153]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based.htm &type=5 https://help.salesfor ce.com/s/articleView?id=sf.fs_service_resources_capacity_based_create_edit.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_c reate_edit_delete.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