The Salesforce Certified Field Service Consultant (FS-Con-101) (Field-Service-Consultant)

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

Multi-day service appointments are used when jobs can take longer than the available resources hours in a day or require consecutive days of work and can span over weekends. Jobs that need to be performed at the same site on the same day of the week or require multiple stages of workperformed by different resources can be handled by single-day service appointments with appropriate scheduling policies and optimization rules. References:https://help.salesforce.com/s/articleView?id=sf.fs_multiday_service_appointments_overview.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.

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 fora 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=5https://help.salesforce.com/s/articleView?id=sf.fs_service_reports.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

Lightning Components are reusable units of user interface that can be customized and embedded in different pages or apps[180]. Work Order Line Items are records that track specific tasks or products related to a work order[181] . Creating a custom Lightning Component that displays Work Order progress and deploying it to Technicians through the Salesforce Field Service mobile app would allow Universal Containers’ Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app by creating a component that shows the status or completion percentage of work order line items and adding it to the work order line item card layout in the mobile app settings[182] . Creating a custom Visualforce page and adding an external link in the Salesforce Field Service mobile app to view the page in the mobile browser would not allow Technicians to view work progress through the Work Order Line Item cardin the Salesforce Field Service mobile app. Visualforce pages are web pages that can display custom user interface using HTML, CSS, JavaScript, and Apex[183]. Creating a Report Chart that summarizes Work Order Line Items and adding a link to the Service Appointment layout would not allow Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app. Report Charts are visual representations of report data that can be added to different pages or layouts[184] . Adding the Work Order Line Items related list to the Work Order page layout and assigning the layout to the Technician’s profile would not allow Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app. Related lists are lists of records that are directly related to another record and can be added to different page layouts[185]. References: https://developer.salesforce.com/docs/component-library/overview/components 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_mobile_custom_cards_overview.htm & type=5 https://developer.salesforce.com/docs/atlas.en-us.pages.meta/pages/pages_intro_what_is_it.htm https://help.salesforce.com/s/articleView?id=sf.reports_charts_adding_to_layouts.htm & type=5https://help.salesforce.com/s/articleView?id=sf.customize_related_lists.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_overview.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=5https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceappointment_requiredcrewsize.htm

These two ways allow dispatching the appropriate technicians based on customer feedback, as they allow defining which resources are preferred or avoided by customers or accounts. References:https://help.salesforce.com/s/articleView?id=sf.fs_resource_preferences.htm & type=5

Use all-or-none scheduling for related appointments is a setting in Field Service Settings that enables or disables the simultaneous scheduling of service appointments that have dependencies[232]. Dependency Type is a field on the Service Appointment object that defines the relationship between two service appointments such as Start After Finish, Start Before Finish, or Finish Before Start[233] . Same Resource and Same Day are fields on the Service Appointment object thatindicate whether two service appointments with dependencies should be assigned to the same resource and scheduled on the same day[234]. Selecting the checkbox Use all-or-none scheduling for related appointments in Field Service Settings, setting the Dependency Type to Start After Finish and Same Day on the first service appointment in the dependency, and making sure the Same Resource and Same Day fields appear on the Service Appointments page layout would allow Universal Containers to ensure that a customer makes one appointment for the sales department, and another appointment for the service department, that should be handled on the same day, but should be created as separate appointments, where the Technician must complete one appointment before startingthe next, and that these two appointments are scheduled together and in sequence by enabling simultaneous scheduling of dependent service appointments, defining the order and timing of the service appointments, and ensuring that the service appointments are assigned to the same resource and scheduled on the same day[235] . Creating a dependency between the two appointments and setting the start times to be the same would not work because it would not ensure that one appointment is completed before startingthe next. Adding the Complex Work Visualforcepage to the Service Appointments page would not work because it is not a feature of Salesforce Field Service. References: https://help.salesforce.com/s/articleView?id=sf.fs_settings_overview.htm & type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_appointment_dependencies_overview.htm & type=5https://help.salesforce.com/s/articleView?id=sf.fs_service_appointment_dependencies_create_edit_delete.htm & type=5