Field-Service-Consultant Sample Questions 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

Serialized inventory allows tracking individual product items by serial number, which is useful for traceability from factory to customer sites. Unsterilized inventory allows tracking product quantities without serial numbers, which is suitable for disposable kits that are not reused or returned. Creating both products and kits as serialized or unsterilized inventory would not meet the requirement of traceability for products and disposability for kits. References: https://help.salesforce.com/s/articleView?id=sf.fs_serialized_inventory_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_unserialized_inventory_overview.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

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.salesforce.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://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.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

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://help.salesforce.com/s/articleView?id=sf.fs_product_requests_overview.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

Match Boolean is an optimization criterion that prioritizes matching service appointments with resources based on boolean fields such as certifications or preferences[139]. Using Match Boolean in the Scheduling Policy would allow Universal Containers to ensure that Service Appointments are only assigned to Active Resources by creating a boolean field on the service resource object such as Active Resource and setting it to true or false depending on their status. Match Fields is an optimization criterion that prioritizes matching service appointments with resources based on fields such as skills or territories[140]. Preferred Resources is an optimization criterion that prioritizes assigning service appointments to resources who have previously completed similar work orders or who are preferred by customers[141]. Required Resources is an optimization criterion that prioritizes assigning service appointments to resources who are explicitly required by customers or dispatchers[142]. References: https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_match_boolean.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_match_fields.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_preferred_resources.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_required_resources.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.salesforce.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://help.salesforce.com/s/articleView?id=sf.fs_assets.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

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

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

This option allows creating a service resource that represents a group of technicians who work together on the same service appointment. References: https://help.salesforce.com/s/articleView?id=sf.fs_crew_management.htm &type=5

Work Orders are records that track customer requests for service such as repairs or maintenance[47]. Work Order Line Items are records that track specific tasks or products related to a work order[48]. Service Appointments are records that track the date, time, duration, and assigned resource for a work order or work order line item[49]. Adding each Asset to a separate Work Order Line Item or a separate Work Order would allow handling the service associated with each container independently by creating different records for different containers. Creating a Service Appointment for each Line Item or each Work Order would allow scheduling and dispatching the service associated with each container independently by assigning different resources and time slots for different containers. Adding each Asset to a separate child Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. Creating a Service Appointment for the parent Work Order would not allow handling the service associated with each container independently by assigning one resource and time slot for all containers. References: 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 https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.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.salesforce.com/s/articleView?id=sf.fs_product_items.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.fs_signature_types.htm &type=5

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-Based Service 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.salesforce.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=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_create_edit_delete.htm &type=5