FIELD SERVICE LIGHTNING CONSULTANT STUDY GUIDE

Determine work order closure processes and associated follow-up tasks

• Guidelines for Work Order Processes

Apply procedural concepts to capture necessary data to complete a work order

• Path Settings for Work Orders

Apply procedural concepts to create work orders as they relate to assets, accounts, and contacts including relative entitlements

• Create Work Orders

Identify resource requirements

• Adding Required Skills

Determine the attributes required to measure effective KPIs

• Report on Field Service Lightning

Assess the requirements and tools needed to execute a customer sign-off process

• Signatures on Service Reports
• Service Reports

Determine how to apply parts required for a work order

• Track Required Parts

Define the Schedule Policies to achieve the business outcomes

• Scheduling Considerations

Recommend how to implement 3rd party resources

• Setting up Contractors

Apply procedural concepts to manage dispatch including multiple scheduling scenarios based on business requirements

• Guidelines for Setting up Your Workforce

Identify how to setup technicians or equipment assigned to schedule a work order

• Create Service Resources

Given client requirements, determine the life cycle of a service appointment required to execute a work order

• Service Appointments

Distinguish between Field Service Mobile and Salesforce mobile app capabilities

• App Limitations

Determine when to apply quick actions

• Custom Actions in the Mobile App

Apply procedural concepts to complete service appointments in the mobile environment

• Using the Mobile App

Determine how to configure Field Service app to support key business processes

• Customize the Mobile App

Recommend and apply entitlements model to customer scenarios

• Generate Work Orders from Maintenance Plans

Given a scenario, evaluate options to upsell or add needed entitlements

• Creating Service Appointments

Apply procedural concepts to setup entitlement process for work order object

• Create Maintenance Plans

Determine how to build work order processes, parameters, and templates

• Work Order Guidelines

Troubleshoot, escalate, and resolve cases based on field service scenarios

• Appointment Guidelines

Apply procedural concepts to maintain and update bill of materials (BoM)

• Inventory Management Tasks

Determine how to manage and track asset installation, movement, and/or decommission

• Product Transfers
• Return Orders

Given business requirements, determine price book model in relation to products

• Creating Parts

Given business requirements, determine principles to support applicable inventory model

• Inventory Management Tasks