Service Management Fundamentals

Podcast Beta

Play an AI-generated podcast conversation about this lesson

Questions and Answers

What is a necessary step when Geocode rules have been activated?

Creating a new permission set for geocode rules

Adding the field to the page layout of the affected objects (correct)

Ensuring users across the org have access to the field

Deleting the address in the parent account

How many apps are typically included in a Managed Package?

2 (correct)

It varies depending on the package

Can Field updates be triggered via other means besides Milestone Actions?

Only via Milestone Actions

Via Workflow rules

Via both Milestone Actions and Work Order status changes (correct)

Via Custom Apex code

What type of license is typically used for external users of Field Service Lightning?

Community Licenses Signup and view all the answers

Can a Work Order be created without specifying a Work Type?

Yes, a Work Type is optional Signup and view all the answers

What is the primary purpose of multiday scheduling in Field Service Lightning?

To schedule appointments that last more than a day Signup and view all the answers

From which console can Service appointments NOT be created?

Dispatcher console Signup and view all the answers

Which feature is used to assign service appointments to the workforce dynamically?

Drip Feed Service Appointments Signup and view all the answers

What feature allows users to customize the information displayed to users?

Configurable Layouts Signup and view all the answers

Can a service appointment be dependent on another service appointment record?

Yes, for interconnected jobs across many service resources Signup and view all the answers

When Geocode rules are activated, what is the primary concern?

Ensuring accurate addresses on the parent account Signup and view all the answers

What is true about the Object Milestones related list on work orders?

It has the same fields as on cases Signup and view all the answers

Can products required to complete a job be tracked in Field Service Lightning?

Yes, products can be tracked and assigned to service appointments Signup and view all the answers

Do work orders and work order line items automatically inherit required products from their assigned work types?

Yes, they automatically inherit required products Signup and view all the answers

What does the 'Fill Schedule Gaps' tool do in Field Service Lightning?

It fills schedule gaps with available service appointments Signup and view all the answers

What is the primary benefit of using multiday scheduling in Field Service Lightning?

Enhanced scheduling flexibility Signup and view all the answers

What is the primary function of the Work Order Overview Screen?

To manage and view work order details Signup and view all the answers

How can the Travel time calculations preferences be adjusted?

By switching from aerial to Street Level Signup and view all the answers

What is the purpose of linking a product item to a storage location?

To track inventory levels Signup and view all the answers

Which component can be added to the Appointment standard page layout to display Complex Work dependencies?

A Complex Work Related List Signup and view all the answers

What do appointment records related to an asset represent?

Service appointments scheduled for the asset Signup and view all the answers

When would you use In Day Optimization?

To adjust the schedule after a sudden change, such as a worker becoming unavailable Signup and view all the answers

What is the primary benefit of using Complex Work dependencies?

To enhance visibility into related work activities Signup and view all the answers

What is the relationship between a product item and a storage location?

A storage location can hold multiple product items Signup and view all the answers

What is the primary function of a Work Order Line Item?

To represent individual items being returned Signup and view all the answers

Which of the following is a characteristic of a standard scheduling policy?

It allows for the alteration of service objective weights Signup and view all the answers

What is the primary purpose of a Return Order?

To represent individual items being returned Signup and view all the answers

What is required to assign a time and place to a Work Order?

A service appointment Signup and view all the answers

What is the term used to describe 'purchased or installed products'?

Assets Signup and view all the answers

What tool is used to gather customer signatures on Service Reports?

A Flow with an App Extension Signup and view all the answers

What is the term used to describe the 'number of hours or appointments in a limited time period'?

Capacity Signup and view all the answers

What is a key characteristic of a service appointment?

It is used to assign a time and place to a Work Order Signup and view all the answers

When using the scheduler for the optimization of service objectives, how are the service objectives considered in the calculation?

Weighted from most to least relevant Signup and view all the answers

What grade does the scheduler NOT give to the suggested slots for an appointment?

Improvable Signup and view all the answers

Which step is NOT required when setting up Field Service Lightning?

Set up the Field Service Lightning Console Signup and view all the answers

What element is NOT needed to start tracking the inventory of Ladders in your warehouses?

Request Line Item Signup and view all the answers

Can special permission sets be used for field service delegated to contract workers?

Yes, special permission sets can be used Signup and view all the answers

What tool can be used to dynamically assign appointments to the workforce as they finish them?

Drip Feed Service Appointments Signup and view all the answers

What is the primary purpose of using weighted service objectives in the scheduler?

To prioritize objectives based on relevance Signup and view all the answers

What is the benefit of setting up multiple locations for inventory tracking?

To track inventory across multiple locations Signup and view all the answers

Study Notes

Service Objectives

Weights given to service objectives in a standard scheduling policy can be altered.

Mobile App

Rich text or HTML is not supported on the mobile app.

Return Orders

Return Orders Line Items represent individual items being returned.

Work Order Line Items

Work Order Line Items cannot be deleted.

Work Order Scheduling

A service appointment must be set to assign a time and place to a Work Order.

Assets

Assets are defined as purchased or installed products.

Service Reports

A Flow with an App Extension must be used to gather customer signatures on Service Reports.

Field Service Lightning

Multiday scheduling in Field Service Lightning refers to scheduling appointments that last more than a day.
Drip Feed Service Appointments can be used to dynamically assign appointments to the workforce as they finish them.
Service appointments can be made dependent on another service appointment record.
The Object Milestones related list on work orders doesn't have the same fields as it does on cases.

Products

Products can be tracked.
Work Orders and Work Order Line Items automatically inherit the Required Products from their assigned Work Types.

Scheduling Tools

The "Fill Schedule Gaps" tool prevents idle periods in a Service Appointment's schedule.

Geocode Rules

After Geocode rules are activated, the field must be added to the page layout of the affected objects.

Managed Package

Two Apps will be installed when the Managed Package is installed.

Field Updates

Field updates can be triggered via Milestone Actions.

External Users

Community Licenses can be given to external users of Field Service Lightning.

Work Orders

A Work Order can be created without a Work Type.
Service appointments cannot be created from the Dispatcher console.

Custom Branding

Custom Branding lets you choose what record information to display to your users.

Travel Time Calculations

Travel time calculations preferences can be changed from aerial to Street Level.

Product Items

Every product item is linked to a storage location in a Territory to track where it is stored.

Appointment Dependencies

A Complex Work Related List can be added to the Appointment standard page layout to represent the other Complex Work dependencies of the Appointment.

Asset Maintenance

Appointment records related to an asset represent work being performed on the asset.

Schedule Optimization

In Day Optimization is used to optimize a scheduled day within a territory after a sudden change.

Service Objectives Optimization

Service objectives are considered weighted from most to least relevant when using the scheduler for optimization.

Scheduler Grades

The scheduler gives four grades to the suggested slots for an appointment: Golden, Satisfactory, Ideal, and Recommended.

Field Service Lightning Setup

Enabling Field Service Lightning in Setup, installing the Field Service Lightning Managed Package, and setting up Workforce and Service Inventory are steps in setting up Field Service Lightning.

Inventory Tracking

To start tracking the inventory of Ladders in warehouses, you need to set up Product Item Records, Territories, and Locations.

Field Service Delegation

Special permission sets can be used if the field service is delegated to contract workers.

Studying That Suits You

Use AI to generate personalized quizzes and flashcards to suit your learning preferences.

Description

This quiz covers the basics of service management, including service objectives, mobile app limitations, and work order scheduling. Learn about the key concepts and rules governing service appointments and asset management.