Field-Service-Consultant Sample Questions Answers

This option allows tracking the required work for each machine separately, and scheduling a service appointment for each work order line item. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5

Drip feed is a feature that automatically dispatches service appointments to resources based on predefined criteria and time intervals. By enabling drip feed, the system can dispatch one service appointment per technician at a time, and adjust their schedule accordingly.

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

These two ways should be recommended to track these inventory requirements in Salesforce, as they allow specifying which products are needed for work orders or work order line items and updating the inventory accordingly. References: https://help.salesforce.com/s/articleView?id=sf.fs_products_required.htm &type=5

Drip Feed Dispatching is a feature that allows dispatching groups of service appointments to technicians at regular intervals instead of all at once[56]. Enabling Drip Feed Dispatching in Field Service Settings allows turning on this feature for all service territories[57]. Setting the Number of Services to Drip Feed on the Service Territory allows specifying how many service appointments should be dispatched at a time for each service territory[58]. Setting the Service Appointment to Dispatch in Field Service Settings would not affect how many service appointments are dispatched at a time. Enabling Sharing of Dispatched Service Appointments would not affect how many service appointments are dispatched at a time. References: https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_enable.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_configure.htm &type=5

Crew Management is a feature that allows creating and managing crews of multiple service resources who share the same service appointments[163]. The Preferred Resource service objective is ignored for active Crew Members because it only applies to individual resources and not crews[164]. Capacity-based scheduling is not supported for Service Crews because crews do not have capacity limits and can be assigned unlimited service appointments[165]. A service resource can be a member of multiple crews and can switch between them depending on their availability and skills[166]. Salesforce Field Service does not consider the Recommended Crew Size when assigning appointments because it only considers the Required Crew Size which indicates the minimum number of crew members needed for a service appointment[167]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_overv iew.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_limitations.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_limitations.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_ create_edit_delete.htm&type=5 https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_servi ceappointment_requiredcrewsize.htm

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 called site 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=5 https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm &type=5

This licensing will be required for the Field Service Schedule Optimization user, as it allows accessing Salesforce features and functionality such as optimization jobs and settings. References: https://help.salesforce.com/s/articleView?id=sf.fs_permission_sets.htm &type=5

Service reports are documents that summarize the details and outcomes of a service appointment such as work performed, products consumed, customer feedback, etc.[25]. Configuring signature blocks for service report templates allows capturing customer signatures as proof of job completion before generating invoices[26]. Adding service report templates to the appropriate repair work type allows automatically generating service reports based on the work type of the service appointment[27]. Generating service in the organization’s default language would not verify that a repair job has been completed to the customer satisfaction. Sending a feedback survey to the customer when a service appointment is completed would not ensure that an invoice can be generated. References: https://help.salesforce. com/s/articleView?id=sf.fs_service_reports_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_signature_blocks.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_work_types.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

Drip Feed Dispatching is a feature that allows dispatching groups of service appointments to technicians at regular intervals instead of all at once[121]. Enabling Drip-feed to dispatch the next appointments would allow Northern Trail Outfitters to improve overall responsiveness to customers by providing the greatest schedule flexibility and allowing technicians to adjust their schedules based on real-time conditions[122]. Shuffling daily work manually via the Gantt would not provide the greatest schedule flexibility. The Gantt is a tool that allows dispatchers to view and manage service appointments on a timeline[123]. Leveraging Resource Schedule Optimization would not provide the greatest schedule flexibility. Resource Schedule Optimization is a feature that allows optimizing service appointments based on predefined criteria such as travel time or priority[124]. Configuring the Auto Dispatch scheduled job would not provide the greatest schedule flexibility. Auto Dispatch is a feature that allows automatically assigning service appointments to resources based on predefined criteria such as skills or availability[125]. References: https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching _enable.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_schedule_optimization_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_auto_dispatch_overview.htm &type=5

This option allows applying different prices for the same product based on the customer agreement, and avoids duplicating products that have standard prices. References: https://help.salesforce.com/s/articleView?id=sf.fs_price_books.htm&type=5

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_overvie w.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

This option allows tracking each door lock as a unique product item with its own serial number and inventory location. References: https://help.salesfo rce.com/s/articleView?id=sf.fs_product_items.htm&type=5

This option allows automatically dispatching a certain number of Service Appointments to a technician after they complete their current one, based on a predefined criteria. References: https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatch.htm &type=5

Capacity-based scheduling is a feature that allows the system to schedule service appointments based on the capacity of the resources. This feature is supported for service crews, which are groups of resources that work together on service appointments.

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

Service Appointments are records that track the date, time, duration, and assigned resource for a work order or work order line item[117]. Creating a new Service Appointment for each site visit would allow Universal Containers to track when Technicians need to visit a customer site multiple times to resolve an issue by creating different service appointments for the same work order and capturing notes and status updates for each service appointment. Creating a new Child Work Order for each site visit would create unnecessary records and complexity. Child Work Orders are work orders that are related to another work order as part of a hierarchy[118]. Creating a new Product Consumed for each site visit would not track the site visits. Products Consumed are records that track the products or parts that are used or installed during a service appointment[119]. Creating a new Work Order Line Item for each site visit would not track the site visits. Work Order Line Items are records that track specific tasks or products related to a work order[120]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5 https://help.salesf orce.com/s/articleView?id=sf.fs_work_orders.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed_overview.htm &type=5 https://hel p.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm&type=5

 A quick action is used to create a record from another record with predefined field values. By defining a quick action to create a work order from a case, the agent can easily create a work order for on-site support after verifying the customer’s entitlement and product.

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

This feature should be 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

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

Reshuffle is an action within the Gantt that allows rescheduling multiple service appointments at once based on predefined criteria such as emergency priority, travel time, or skills[209]. Reshuffle would allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work by running a reshuffle action that prioritizes emergency work and assigns it to the best available resources[210]. Defining a Global Optimization job to run hourly would not allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. Global Optimization is a feature that allows rescheduling multiple service appointments at once based on predefined criteria such as emergency priority, travel time, or skills[211]. Running a Global Optimization job hourly would not be responsive enough for emergency work identified throughout the day. Creating a custom Gantt action to call an Apex class to reschedule appointments would not be necessary for Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. Custom Gantt actions are actions within the Gantt that can be customized using Apex code to perform specific tasks such as sending notifications or updating fields[212]. Creating a custom Gantt action would require additional development and maintenance and would not leverage the existing Reshuffle action. Writing a batch Apex class to unschedule low priority work orders would not allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. Batch Apex is a way of processing large volumes of data asynchronously using Apex code[213]. Writing a batch Apex class would require additional development and maintenance and would not leverage the existing Reshuffle action. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_reshuffle_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_reshuffle_run.htm &type=5 https://help.salesforce.com/s/articleView? id=sf.fs_optimization_global_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_custom_actions_overview.htm &type=5 https://developer.salesfo rce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_batch_interface.htm

Service Resources are records that represent the people or equipment that perform field service tasks[199]. Permission Set Licenses are records that grant users access to specific features or apps such as Salesforce Field Service[200]. Creating one Service Resource and assigning the relevant Permission Set Licenses would allow Universal Containers to configure Salesforce Field Service to support an employee who performs the role of a Dispatcher and a Technician by creating a service resource record for the employee and assigning them the Salesforce Field Service Dispatcher and Mobile permission set licenses[201]. Creating two Service Resources and assigning them to the employee would not work because an employee can only be associated with one service resource record[202]. Creating one Service Resource and assigning the Technician and Dispatcher role would not work because roles are records that define the level of access users have to data in an organization hierarchy[203]. Creating two Skills records and assign them to the Service Resource record would not work because skills are records that define specific abilities or qualifications that service resources have and do not affect their access to features or apps[204]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.perm_ sets_license_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_perm_sets_license_assign.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_create_edit_delete.htm &type=5 https://help.salesforce.com/s/article View?id=sf.roles.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.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 with Products Required, agents and dispatchers can quickly create Work Orders with the appropriate materials. Creating Work Types with Products Consumed or Products Required would not populate products on Work Orders automatically, but would require manual entry or consumption by technicians. Creating Work Types and Locations would not affect products on Work Orders, but would affect scheduling and optimization of service appointments. References: https://h elp.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5

The book appointment action is used to schedule a service appointment based on service objectives and resource availability. The action 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

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/article View?id=sf.fs_status_transitions.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.salesfor ce.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/articleV iew?id=sf.process_overview.htm&type=5

This option ensures that the service territory member’s operating hours are aligned with the service territory’s time zone, and avoids scheduling conflicts or gaps. References: https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm &type=5

Resource Availability Rules are rules that define when resources are available for service appointments based on their working hours, absences, breaks, travel time, etc.[77]. Using the Resource Availability Rule would allow configuring the Scheduling Policy to ensure a 30-minute lunch break that begins every day after 1 PM by setting up criteria such as break duration equals 30 minutes and break start time after 1 PM[78]. Creating a recurring Service Appointment would not ensure a 30-minute lunch break that begins every day after 1 PM. Recurring Service Appointments are service appointments that repeat at regular intervals such as daily, weekly, or monthly[79]. Using appropriate Resource Operating Hours would not ensure a 30-minute lunch break that begins every day after 1 PM. Resource Operating Hours are records that define when resources are available for work based on their time zones, business hours, holidays, etc.[80]. Creating Resource Absences every day would not ensure a 30-minute lunch break that begins every day after 1 PM. Resource Absences are records that mark resources as unavailable for work for specific time periods due to sickness, vacation, or other reasons[81]. References: https://help.salesforce.com/s/articleView?id=sf.fs_resource_availability_rule s_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_availability_rules_breaks.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_recurring_service_appointments_overview.htm &type=5 https://help.salesforce.com/s/artic leView?id=sf.fs_resource_operating_hours_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_absences_overview.htm &type=5

This option allows creating a record to request products from another inventory location and adding product request line items for each product requested. References: https://he lp.salesforce.com/s/articleView?id=sf.fs_product_requests_overview.htm&type=5

Inventory is used to track product quantities in different locations such as warehouses or vans. Products Consumed are used to report when parts are used by technicians during service appointments and adjust inventory levels accordingly. Mobile Locations are used to track inventory in technicians’ vans or trucks using geolocation data from their mobile devices. Warehouse Locations are used to track inventory in fixed locations such as warehouses or depots using address data from their records. Products Required are used to request products from inventory for a service appointment, but do not ensure that technicians report when parts are used. References: https://help.salesforce.com/s/articleView?id=sf.fs_inventory_overview.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_mobile_locations_overview.htm &type=5

Time sheet entries are records that track the time spent by a service resource on a work order or a work order line item[28]. Time sheet entries can be associated to work order line items or work orders using lookup fields[29]. Assigned resources are records that assign a service resource to a service appointment[30]. Service resources are records that represent the people or equipment that perform field service tasks[31]. Time sheet entries cannot be associated to assigned resources or service resources directly. References: https://help.salesforce.com/s/articleView?id=sf.fs_time_sheets_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_time_sheet_entries_overview.htm &type=5 https://help.salesforce.com/s/artic leView?id=sf.fs_assigned_resources_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_overview.htm &type=5

Customer Entitlements are records that specify customers’ support terms based on their contracts or warranties[38]. Customer Entitlements can be used to offer appropriate appointment booking windows for Gold versus Standard Customers by defining different appointment windows for different entitlement levels[39]. Service Due Date is a field on the work order object that indicates when a work order must be completed by[40]. Customer Working Hours are records that define when customers are available for service appointments[41]. Service Urgency is a field on the work order object that indicates how quickly a work order must be completed[42]. References: https://help.salesforce.com/s/articleView?id=sf.entitlem ents_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_appointment_windows_entitlements.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_fields.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_cust omer_working_hours_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_fields.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

Service Reports are documents that summarize the details and outcomes of a service appointment such as work performed, products consumed, customer feedback, etc.[72]. Using the standard Service Report would allow Field Service Technicians to capture details and customer approval on completed work and send them to the customer electronically by generating and emailing service reports from the Field Service Mobile App or the web browser[73]. Creating a Process Builder to generate a report would not allow Field Service Technicians to capture details and customer approval on completed work. Process Builder is a tool that allows users to automate workflows based on specified criteria and actions[74]. Creating a custom report would not allow Field Service Technicians to capture details and customer approval on completed work. Custom reports are reports that allow users to view data based on specific criteria such as objects, fields, filters, or charts[75]. Using the standard Work Order email template would not allow Field Service Technicians to capture details and customer approval on completed work. Email templates are templates that allow users to send predefined emails with merge fields[76]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_generate.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.p rocess_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.reports_builder_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.email_templates_overview.htm &type=5

This option allows reporting on assets and their attributes, including hierarchical relationships, by using the standard asset reports and fields. References: https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm &type=5

The Exclude Technician from Geolocation Tracking permission allows disabling geolocation tracking for specific service resources by assigning them a permission set with this permission. Setting the Geolocation Update Frequency field to zero for contractors would not disable geolocation tracking, but would make it update less frequently. Unchecking the Geocoding field on the Contractor’s profile or the Collect Service Resource Geolocation History field in Field Service Mobile Settings would not affect geolocation tracking, as these are not related settings. References: https:// help.salesforce.com/s/articleView?id=sf.fs_geolocation_tracking_permissions.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_geolocation_tracking_settings.htm &type=5

Products consumed are records that track the products used during a service appointment[32]. A custom installation date field on products consumed would allow reporting on the volume of products installed within a specific timeframe by filtering on the installation date field values[33]. A work order related list on asset would show the work orders associated with an asset, but not the products installed. Field history tracking on asset would track field changes on an asset, but not the products installed. The standard installation date field on asset would show when an asset was installed, but not the products installed. References: https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm &type=5 https://help.salesforce.com/s/articleView ?id=sf.reports_filter_date_fields.htm&type=5

This option allows booking appointments, creating work orders, and viewing work types and work rules, which are the tasks that call center agents are responsible for. References: https://help.salesforce.com/s/articleView?id=sf.fs_permission_sets.htm &type=5

A Product Request record can be added to a Work Order to request a product from inventory for a service appointment. A Work Type is a template that defines the duration, skills, and products required for a work order or work order line item. A Service Appointment is a record that represents a scheduled visit by a service resource to a customer location. A Service Report is a document that summarizes the details and outcomes of a service appointment. References: https://help.salesforce.com/s/articleView?id=sf.fs_product_requests.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.fs_service_appointments.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_reports.htm &type=5

Color Palettes are settings that allow dispatchers to customize the colors of service appointments on the Gantt based on different criteria such as status, priority, or rule violations[154]. Appointment List is a tool that allows dispatchers to view and filter service appointments in a list view based on different criteria such as status, priority, or rule violations[155]. Using these two features on the Dispatcher Console would allow visualizing Rule Violating Service Appointments by setting up color codes or filters based on rule violations. Gantt is a tool that allows dispatchers to view and manage service appointments on a timeline[156]. Gantt Map is a tool that allows dispatchers to view and manage service appointments on a map[157]. Using these two features on the Dispatcher Console would not allow visualizing Rule Violating Service Appointments by themselves unless combined with color palettes or appointment list. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_color_palettes_ove rview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_appointment_list_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_map_overview.htm &type=5

Gantt Palettes allow the dispatcher to color code service appointments based on any field value, such as revenue or priority. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_ palettes.htm&type=5

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

Product Items are records that track the location, quantity, and status of a product in inventory[43]. Product Items can be used to better understand the distribution of a critical and expensive part across all inventory locations as the part is reused and restocked. Maintenance Plan is a feature that defines the recurring service schedule for an asset or a product[44]. Entitlement Plan is a feature that defines the terms of support for customers such as number of cases allowed or response time[45]. Assets are records that represent products that customers have purchased and that require service[46]. References: https://help.salesforce.com/s/articleView?id=sf.fs_product_items.htm &type=5 https://help.salesf orce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.entitlements_templates_overview.htm &type=5 https://h elp.salesforce.com/s/articleView?id=sf.fs_assets.htm&type=5

Attaching relevant articles to the work order or work order line items allows technicians to access them offline using the Field Service Mobile App. Creating a quick action on the work order to search the Knowledge base would not ensure offline access, as it would require an internet connection to perform the search. Updating the Service Appointment page layout to include the Articles related list or adding the Knowledge Lightning component to the Field Service Mobile App would not be effective, as technicians use the Work Order Line Item Card in the Field Service Mobile App to view their assigned tasks. References: https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_item_card.htm &type=5