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Field Service Lightning Exam
Terms in this set (92)
If a resource's operating hours aren't defined, they inherit...
...their service territory's operating hours
Where are Resource Absences tracked?
In the Absences related list on their detail page.
A calendar view isn't available for individual service resources unless...
...you're using the FSL managed package.
(True/False) Sharing must be enabled to install the managed package guide.
(True/False) You can add standard FSL objects to your communities.
True, using the Salesforce Tabs + Visualforce.
Only Work Orders, Work Order Line Items and Service Appointments are available on communities built on the Customer Service template.
What do Service Resource Skills represent?
Certifications and areas of expertise.
What permission is needed to assign skills to resources?
"Edit" on service resources
What permission is needed to create skills?
Field Service users must have what type of licenses?
Service Cloud, Field Service, and a Field Service Permission Set
Where do you verify that FSL is enabled?
Field Service Settings
What permission is needed to enable FSL?
(True/False) Enabling FSL also turns on geocoding (location data) for supported features.
(True/False) If the option to track all related objects is selected in your feed tracking settings for work orders, users are also notified when child reports of work orders - such as service appointments - are created or deleted.
Enabling FSL makes what tabs available?
Knowledge articles attached to work orders or work order line items.
Linked articles include the following limitations:
The article widget and feed articles tool aren't available in the feed view.
Quick actions and global actions aren't supported for linked articles.
The article toolbar on the Knowledge home page doesn't include the option to attach articles to work orders or work order line items.
The linked work orders and linked work order line items related lists on articles aren't available in Lightning Experience or SF1.
Linked articles are view-only in LEX and SF1.
In LEX, clicking an article link in a feed item redirects you to the article page in Classic. In SF1, linked articles can't be accessed from feed items.
(True/False) You can't create custom fields on operating hours or time slots.
(True/False) A service territory hierarchy can contain up to 500 territories.
(True/False) The FSL managed package isn't available in LEX.
(True/False) A work order hierarchy can have up to 10,000 work orders.
(True/False) A work order line item hierarchy can have up to 10,000 work item line items.
(True/False) The dispatcher console is available in SF1.
When does the field that lists the parent record on field service records - created via a related list - populate?
When you save the record.
In the SF1 app for iOS you can't:
Create service appointments, and the Recent related list isn't available.
Create new service resources or absences, and the Recent related list isn't available on service resources or absences.
What permissions are needed to assign service resources to service appointments?
"Edit" on service appointment
"View" on service resources
Where do you add general information about a task?
Work Orders, Work Order Line Items
Where do you add details about scheduling and ownership?
(True/False) Service appointments always have a parent record.
What can be the parent record of a service appointment be?
Work order, work order line item, opportunity, account or asset
(True/False) You cannot create service appointments from the Service Appointments related list on a service resource, but you can assign the resource to existing service appointments.
What (and how many) resource records can a user have?
A user can have up to two associated service resource records if each record is a different Resource Type (technician or dispatcher).
Can Service Resources be deleted?
No, for tracking purposes, they can only be deactivated.
Resources can still be assigned appointments that conflict with their absences unless...
...you're using the FSL managed package with the scheduling optimizer.
What does the Absences related list on a resource let you do?
It lets you define periods of time when a resource is unavailable to work.
When can't you delete a service territory?
You can't delete a service territory with service appointments. If you try to delete it, you're prompted to assign the appointments to a different territory.
When you assign a territory to a resource, what field should you use to indicate whether the territory is a primary, secondary, or relocation territory for the resource?
The Type field.
The primary territory is typically the territory where the resource works most often, Resources can have only one primary territory.
Territory(ies) where the resource can be assigned to appointments if needed.
What permission is needed to create, edit and delete work order line items?
"Edit" on Work Orders
Pricing details like discounts and unit price are set at what level?
At the line item level on work orders.
(True/False) The dispatcher console, which includes the service list, scheduling policy picker, Gantt view, and map, isn't available in Salesforce1.
(True/False) Entitlements and service contracts don't support quick actions.
When you're linking work orders to assets, follow these guidelines:
- If a work order is related to a particular asset, link the work order to the asset in Salesforce so you can easily track the work.
- If a case is opened because a customer experiences a problem with an asset, you may need to create a work order to inspect or
repair the asset. Link the work order to the case so the case owner can track its progress.
- If you need to track periodic standard maintenance on assets, link the related work order to the entitlement or service contract
that accounts for the maintenance.
How do you keep track of work orders in your org?
Create custom report types.
(True/False) You can also use the Object Milestones custom report type to view work orders with milestones in your org.
(True/False) The Milestone Status and Milestone Status Icon fields are not available in work order reports.
(True/False) The Linked Work Orders and Linked Work Order Line Items related lists on articles aren't
available in Lightning Experience or Salesforce1.
(True/False) The Field Service Lightning standard features and managed package are available in all versions of the Salesforce1 mobile app.
Limitations for the Salesforce1 downloadable app for iOS:
- You can't create service appointments, and the Recent related list isn't available.
- You can't create new service resources or absences, and the Recent related list isn't available on service resources or absences.
The Service status reflects the service state in the system and follows its whole lifecycle - from service creation to service completion. The out-of-the-box statuses are:
How do you configure Status Definition settings?
Go to the Field Service Admin app, click Field Service Settings and click Status Definition
What happens when a service is unscheduled?
Its status is automatically changed to New
What are the status based sharing rules?
- When a service is created and assigned, the service is only visible to the creator of the record and to the relevant dispatchers based on user-location sharing.
- When dispatching a service's status is changed to dispatched, the record is automatically shared with the user of the assigned resource.
- Canceled services will remove all sharing rules from the service and will be visible only to the owner of the service and the relevant dispatchers based on the user-location object.
What does the "Set availability based on shifts" setting do?
This setting ensures that resource availability is based on the Shift object rather than the Calendar object.
What setting activates Capacity based scheduling?
Enable Contractor Support
What does the "Get Candidates \ Appointment Booking max interval (Days)" setting set?
The maximum amount of days possible to request an appointment or get candidates. Increasing the value significantly may hurt performance.
What do you need in order to Create Optimization Profile?
One Salesforce license. Before you enable optimization, ensure that a license is available
A service objective reflects a scheduling goal or target. Each objective returns a grade, or score, for services. When a service is scheduled, the scheduling engine calculates the added score of an objective, and the total score of all objectives taken into consideration is the scheduled service's total score. Services with higher scores are preferred by the scheduling engine.
What does the Match Skill rule ensure?
That a service will be assigned only to resources
that have the skill set needed to perform the task
A work rule places a constraint on scheduling. It defines which assignments (an assigned resource, such as a technician, for a specific service at a specific time) are valid and which are not.
A scheduling policy is a set of work rules and service objectives that the scheduling engine can consider when it's finding the best candidates and slots to create an optimized schedule
(True/False) Field Service Lightning supports multiple rule types (record types), which can be found in the Work Rules tab.
How is Maximum Travel From Home determined?
You can define the maximum distance based on travel time or distance. Both options are calculated using aerial distance (as the crow flies). This work rule may be particularly useful to you if the locations in your org don't represent geographical regions. In such a situation, this rule prevents resources from being assigned to services that are far from their home base.
(True/False) If a resource's home base hasn't been specified, they cannot be a candidate for any service.
(True/False) If a service's location isn't specified, they can be assigned to any resource with a home base.
This is a weighted sum of grades that it obtains from the individual objectives.
When you add objectives to a scheduling policy, you'll specify their weights in the combined objective. If completing services on time is more important than minimizing travel time, for example, then you might assign weights of 10 and 5 to the two objectives, respectively.
This policy balances great customer service with travel minimization. Appointments are graded first by the customer's selection of a preferred employee, and then by the ability to provide the service as soon as possible. Travel minimization is second priority.
This policy is typically used in times of high service volumes, like a storm scenario, where the business is focusing on employee productivity first and customer preferences are second priority.
This policy is identical to the Customer First policy, but allows the sharing of employees between different locations to enhance service coverage.
This policy is used with the Emergency Chatter action to dispatch emergency services
What does the Dispatcher Console contain?
It contains the service list, the resources Gantt, the map and several other features.
Contains a list of relevant services
Contains the resource list, the schedule view and additional features.
Your schedule highlights, including the total work load, average travel time, number of completed services, number of rules violating services, and number of services which are in Jeopardy
Dispatcher Console keyboard shortcuts
Press 0 to switch to 8-hour resolution
● Press 1 to switch to full-day resolution
● Press 2 to switch to 2-day resolution
● Press 3 to switch to 3-day resolution
● Press 7 to switch to weekly resolution
● Press T to jump to today's date
● Use the LEFT and RIGHT arrow keys to jump to the previous and next days
● Use the UP and DOWN arrow keys to scroll up and down in the Gantt
● Press CTRL + Z or CMD + Z to undo the most recent drag-and-drop in the Gantt
● After clicking a service in the Gantt:
○ Press Enter to view the service details in a pop-up window
○ Press E to view the service's details in a new tab
○ Press F to flag and unflag the service
○ Press Delete to delete the service
Service List Columns
Use this Field Set to configure which fields you want to appear at the service list header. You can select up to 6 fields.
Service Mini View
When you click a service in the service list, the row extends to expose the service mini view. Use this Field Set to configure which fields you want to appear at the service mini view. You can select up to 12 fields.
What can you set the maximum number of services per page to?
50, 75, 100, 125, 150
What are the options for Resource Row Height?
XSmall, Small, Medium, and Large
What does Live Position show?
The latest coordinates saved in the system for a resource.
What permission would you give to Users to gain insight into the workforce's work time, travel and absences?
The "Field Service Monthly Planner" permission set.
How can you respect the operating hours of your business customers?
Create "Visiting Hours" for them.
What are the ways that you can schedule a service?
- Manual drag and drop
- Click 'Schedule' from the service mini view
- Click 'Schedule' from the service list mass actions
- Use the 'Candidates' Chatter quick action
- Use the 'Emergency' Chatter quick action
What should you do if the service will span multiple days?
Check the Multi-Day checkbox on the service
(True/False) The service start and end times must be in valid time slots of the assigned resource's calendar.
In the Emergency Dispatch Settings, what is the Idea/Good Availability Grade?
The grading of candidates (color-coded).
- Resources who can reach the service in less than 30 minutes are ideal candidates.
- Resources who reach the service between 30-60 minutes are good candidates.
- Resources who can reach the service after 60 minutes are bad candidates.
You can manually change the Service status from several places:
- Dispatcher Console - Mass Actions schedule button
- Service on the Gantt - Right click, and change the status
- 'Change status' Chatter quick action
- Service detail page or lightbox
You can unschedule services from several places:
- Dispatcher Console - Service list mass Actions menu
- Service on the Gantt - Right click, then select Unschedule
- Changing service status to New
How do you substitute your own logo on a service report?
Upload your logo to the Documents tab, then log a case with Salesforce to have the logo substituted. In the case description, include a link to the logo file you uploaded.
What should you do if you don't see the calendar on the resource pages?
Add the VF079_ResourceCalendar VF component to the resource page layout.
What should you consider when enabling Time Phased Skills?
Once Time Phased Skills have been enabled, it can be disabled only when there are no Time phased skills records in the org. To disable this feature please remove all redundant Resource Skills records first, and make sure that the Date/time fields related to the feature are blanks on all records.
Once Time Phased Skills have been enabled, Optimization will only be supported for an org maintaining 10 time phased skill levels or less.
Once Time Phased Skills have been enabled, Optimization will only be supported for scheduling policies that includes Match Skills work rule.
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