How one can Move Salesforce Subject Service Advisor Certification Examination

After dreading and delaying a few instances, I lastly mustered the braveness to look for the Subject Service Advisor certification examination at the moment. And I managed to move it on my second try. So, observe alongside on the ‘Yellow Brick Highway’! The primary time I appeared for this examination was on 21st March 2020.

Due to Salesforce for providing free instructor-led coaching to Salesforce MVPs. It Immesnaly helped me to arrange for the certification examination. 

I’ve roughly 1.6 years of expertise in implementing or managing discipline service lightning. The expertise, undoubtedly, helped me to move this examination simply. However, what if,  you marvel, one doesn’t have a possibility to realize expertise on the Subject Service Lightning? So, allow us to take a minute’s pause and take into consideration how somebody – who didn’t get a possibility to work on the Subject Service Lightning Implementation – can seem and move the examination? In case you fall on this class, welcome to the fitting weblog on the proper time! For by studying from the start to the top of this text, you should have a transparent understanding of – and can be capable of devise a plan and a technique for – the way to move the Subject Service Advisor Certification examination.  

So, Who’s an Excellent Candidate for the examination?

The Salesforce Subject Service Lightning Advisor examination is meant for consultants with the required expertise in implementing Salesforce Service Cloud and Subject Service Lightning. Moreover, as a Advisor, you can be required to design and deploys options that assist buyer enterprise processes and necessities utilizing the Subject Service Lightning product. Additionally, it is going to be your accountability to handle packages and the Subject Service Lightning Cell software. Moreover, as a Feild Service Lightning guide, you need to have discipline service business expertise, cell resolution experience, and a strong understanding of the Salesforce core object mannequin. 

The Salesforce Licensed Subject Service Advisor has the next expertise:

  • 1-2 years as a enterprise analyst
  • 1+ years within the discipline providers business 
  • 2+ years of providers and assist expertise

A Subject Service Advisor Certification would enhance your profession by a number of folds – as a result of it should display your Subject Service Lightning Implementation information alongside along with your Salesforce expertise!

Yellow Brick Highway – Set a Strict Examination Preparation Timeline!

After deciding to look for the examination, it’s time to collect details about the examination and take into consideration what steps you’ll put in place to ace it. After you have a concrete timeline, start to consider how you’ll combine a sound examine plan round the remainder of your duties – work/house stability, and so forth. Having a concrete date to review in the direction of will assist you to keep motivated.

Under are some particulars concerning the examination and examine supplies:

  • 65 multiple-choice/multiple-select questions – 105 minutes
  • 63% is the passing rating
  • The examination Payment is $200 plus relevant taxes
  • The Salesforce Licensed Administrator and Salesforce Service Cloud  Advisor certifications are conditions for this examination.

The next listing is just not exhaustive; so test it out and use it as a place to begin:

  1. Salesforce Certified Field Service Consultant Exam Guide
  2. Trailhead Trailmix: Prepare for your Salesforce Field Service Consultant Credential
  3. All About Field Service Lightning – Apex Hours
  4. Partner Office Hours Recording 
  5. Trail – Get on the Road with Field Service
  6. Trail – Supercharge Field Service
  7. Complete Guide to Field Service Book by Salesforce
  8. Field Service Developer Guide

What you Have to Know to Smoothen your Journey

On a really excessive stage, it’s important to perceive the next matters to clear the examination. All credit score goes to the Salesforce Trailhead group and their respective homeowners.

  1. Use this hyperlink to signup for a free developer version org. Then observe the steps talked about here to begin utilizing Subject Service Lightning options.
  2. Familiarize your self with Subject Service Lightning Key phrases
    1. Prolonged Match Rule
      1. This Work Rule Sort permits matching a Lookup discipline on the Service Appointment to a listing of values (Associated Listing) on the Service Useful resource.
      2. It gives a flexible and environment friendly technique to meet enterprise necessities and restrict the variety of candidates.
    2. Scheduling Rely Rule
      1. Specify the utmost day by day workload that may be assigned to a useful resource.
      2. A scheduling work rule considers a useful resource capability modeled by way of a numeric discipline on the Service Useful resource object.
    3. Shift Based mostly Availability
      1. Create and assign Shifts to put together for holidays, off-hours, and weekend protection, or schedule Assets working non-standard hours. Shifts are assigned to Service Assets and may be linked to Service Territories when related.
      2. Typical Shift Administration Course of
        1. Create
        2. Assign
        3. Share
        4. Monitor  Replace
      3. Shift inherits the Time Zone of the Territory it’s utilized to
    4. Designated Shifts
      1. Time slots that outline availability based mostly on particular standards
        1. On-call hours the place you’ll be able to solely dispatch emergency work
        2. Reserving capability for high-income work like new installs
      2. It helps to outline which Work Sort may be assigned throughout particular shifts
      3. Create Designated Time Work Rule and add it to the Scheduling Coverage
      4. If each Designated Shifts and Working Hours are used (overlapped), Shifts will take priority over Working Hours
    5. Operation Hours
      1. Working hours point out when your group can carry out discipline service work. They are often assigned to accounts, service territories, and repair territory members. So as to add element to working hours, create time slots, which characterize the hours of operation in a selected day.Operating hours diagram
    6. Dispatcher Console
      1. The Subject Service dispatcher console is the principle working area for dispatchers. It contains a dynamic map and a extremely customizable Gantt chart exhibiting upcoming appointments, energetic group members, and extra.
    7. Schedule Over Decrease Precedence
      1. Schedule vital service appointments over much less pressing visits. When a scheduling motion can’t discover an accessible time slot, it overlaps decrease precedence appointments with providers you specify as excessive precedence.
    8. Useful resource Availability
      1. The Service Useful resource Availability work rule kind ensures {that a} service useful resource is offered to carry out a service appointment. You may schedule breaks robotically, account for journey time, or arrange quick breaks between service appointments. Each scheduling coverage wants a piece rule of this sort, or useful resource absences aren’t revered throughout scheduling.
    9. Useful resource Absence 
      1. Create useful resource absences to point when a service useful resource is unavailable to work. Throughout schedule optimization, service sources aren’t assigned to appointments that battle with their absences.
    10. Capability Based mostly Availability
      1. Usually, contractors in discipline service can work a specified quantity in a given interval. Outline a service useful resource’s capability, so that they aren’t overbooked throughout schedule optimization.
    11. Designated Work
      1. Usually, discipline service companies reserve elements of the day for particular sorts of work. The TimeSlot Designated Work work rule kind ensures that if a time slot is reserved for a particular kind of labor, solely appointments of that kind are scheduled within the time slot.
    12. Polygons
      1. Polygons make it straightforward to mass-update all appointments inside a particular geographic space.
    13. Useful resource Preferences
      1. Designate sure service sources as most popular, required, or excluded on accounts, property, areas, work orders, and work order line gadgets. Guarantee nice customer support by matching the most effective employee to the job.
    14. Useful resource Effectivity
      1. Individuals work at totally different paces relying on their expertise and stage of expertise. Assign an effectivity rating to service sources to facilitate scheduling. The scores are thought of throughout scheduling and might have an effect on an appointment’s scheduled finish time.
    15. Work Orders
      1. Work orders characterize work to be accomplished in your prospects and are central to discipline service operations in Salesforce. To divide the work additional for billing functions or to trace subtasks, add work order line gadgets, that are baby information of labor orders.
      2. Work orders provide a substantial amount of flexibility. They are often related to many sorts of information, together with:
        1. Property, to trace work carried out on a particular asset
        2. Instances, to point that the work is being carried out as a part of a buyer case
        3. Accounts and contacts representing the shopper
        4. Entitlements and repair contracts to point that the work is being carried out to meet a service-level settlementService appointment diagram
  3. Managing Assets: 16%
    1. Familiarize your self with the way to set up and manage crews
      1. A service crew is a bunch of service sources whose mixed expertise and expertise make them a superb match to work collectively on appointments. For instance, a wellhead restore crew would possibly embrace a hydrologist, a mechanical engineer, and an electrician.
      2. Permissions are required to create service crews utilizing the crew administration instrument
        1. Create on service crews
        2. Create on service sources
        3. Edit on service territories
      3. Permission sets required to entry crew administration instrument
        1. FSL Admin Permissions
        2. FSL Dispatcher Permissions
      4. Perceive the way to Limit Access to Field Service Records
    2. Perceive how and when to arrange different resource types.
        1. Service sources are particular person customers or teams of customers—generally known as service crews—who can carry out discipline service work. Create service sources so you’ll be able to assign service appointments to them.

          Subject Service Core Knowledge Mannequin

        2. Abilities are areas of experience, certifications, or {qualifications}. 
        3. Assets possess expertise at totally different proficiencies
        4. Work could require expertise
    3. Identify and outline the roles in a discipline service group.
      Position Description
      Administrator Units up discipline service options in accordance with their distinctive enterprise wants. Arrange contains putting in the Subject Service managed package deal and Subject Service cell app.
      Agent Takes customer support calls and requests discipline service appointments by way of work orders, which listing the talents and elements which might be wanted.
      Dispatcher Assigns and manages the service appointments. The dispatcher console included within the managed package deal helps dispatchers schedule, optimize, and dispatch service appointments from one display.
      Cell Employee or Technician Manages their service appointments. Their duties embrace closing work orders, monitoring used elements, and offering service stories.
    4. Core options of Subject Service Lightning
      Characteristic Description
      Service Territories Areas the place discipline service work is carried out
      Working Hours Occasions when discipline service work may be carried out for service territories, service sources, and buyer accounts. Working hours are made up of time slots: a time interval inside a day when discipline service work may be accomplished.
      Service Assets Cell staff who can carry out discipline service work
      Service Crews Groups of service sources which might be assigned to service appointments as a unit.
      Abilities Abilities required to carry out discipline service duties
      Time Sheets Instruments to trace the time your discipline service staff are spending on duties
      Work Sorts Templates for frequent discipline service work, similar to cable installations or furnace repairs
      Work Orders Requests for discipline service work
      Service Appointments Appointments for discipline service work
      Upkeep Plans Plans that assist you to observe preventive upkeep work utilizing auto-generated work orders
      Product Gadgets Components for providers that may be requested, required, transferred, and consumed in discipline service work
      Product Requests Requests for a component or elements
      Product Transfers Transfers of stock between areas.
      Return Orders Data of stock returns or repairs.
      Service Report Templates Templates for customer-facing stories summarizing the standing of service appointments and work orders
    5. Subject Service has three principal elements that work collectively to offer you an entire discipline service administration resolution.
        1. Core Subject Service options embrace Service and Dispatcher Consoles
        2. Scheduling and optimization from a managed package deal
        3. A cell app in your cell workforce
    6. The under desk breaks down who can do what with the three elements of Subject Service.
      Core Subject Service Subject Service Managed Package deal Subject Service Cell App
      While you allow Subject Service in your group, admins and brokers can:

      • Set working hours, talent units, and customary appointment necessities distinctive to your group
      • Allow the Salesforce app to offer cell entry to your cell workforce
      • Monitor stock and van inventory so your cell workforce has what they want once they’re at a buyer web site
      • Report and analyze discipline service knowledge
      • Plan, carry out, and observe all of your discipline service work, from installations to repairs and upkeep
      When the managed package deal is put in, dispatchers can:

      • Optimize the schedule in accordance with your group’s scheduling insurance policies
      • Get a hen’s-eye view of appointment lists, scheduling actions, a useful resource availability chart, and an interactive map within the dispatcher console
      • Combine and keep scheduling insurance policies, international actions, sharing instruments, and optimization guidelines with the administration app
      The Subject Service cell app is offered free of charge on the App Retailer and Google Play. Cell employees utilizing the app can:

      • View their appointment schedule
      • Use Salesforce knowledge to verify on work orders, attain contacts, and confirm addresses
      • Create and edit information to log work and create follow-up appointments
      • Use Chatter to collaborate with different cell employees, managers, and dispatchers
      • Monitor updates with push notifications
      • View Data articles to finish tough duties
      • Monitor van inventory and stock consumed to finish jobs
    7. Perceive the sector service lightning permission set and its objective. 
      Subject Service Admin FSL Admin Permissions AND Subject Service Admin License* Let customers entry and handle all Subject Service objects, together with the Subject Service Visualforce pages and logic providers. FSL Admin Permissions include the permissions included within the FSL Dispatcher Permissions permission set, together with further configuration permissions.

      *The Subject Service Admin License isn’t created in newer Salesforce orgs.

      Subject Service Agent FSL Agent Permissions AND Subject Service Agent License* FSL Agent Permissions gives the minimal permissions wanted to make use of the Subject Service international actions, similar to E book Appointment, Get Candidates, and Emergency actions.

      *The Subject Service Agent License isn’t created in newer Salesforce orgs.

      Subject Service Useful resource Subject Service Cell License AND Subject Service Scheduling License AND FSL Useful resource Permissions Subject Service Cell License gives the permission set license wanted for customers to log into the Subject Service cell app.

      Subject Service Scheduling License gives the permission set license wanted for the person to look on the Gantt and to be scheduled by the scheduling engine and optimizer.

      FSL Useful resource Permissions gives the minimal permissions wanted for customers to replace appointment standing and replace their final recognized location.

      Subject Service Dispatcher Subject Service Dispatcher License AND FSL Dispatcher Permissions Subject Service Dispatcher License offers customers the permission set license wanted to load the dispatcher console.

      FSL Dispatcher Permissions include the permissions included in FSL Agent Permissions and FSL Useful resource Permissions together with permissions to function the dispatcher console and run optimization.

      Subject Service Group Dispatcher Subject Service Group Dispatcher License AND FSL Group Dispatcher Permissions Customers can view and use the dispatcher console, view international actions and their associated objects, and schedule, optimize, and dispatch service appointments.
      Subject Service Self Service Subject Service Self Service License AND FSL Self Service Permissions Expertise Builder web site customers can view all international actions and their associated objects to create, guide, and schedule their appointments.
      Subject Service Integration Subject Service Integration Customers can entry knowledge wanted for optimization, automated scheduling, and repair appointment bundling.
      Subject Service Bundle for Dispatcher Subject Service Bundle for Dispatcher License AND FSL Bundle for Dispatcher Permissions Customers can schedule and handle bundled service appointments.
    8. Essential elements of the sector service app
        1. The Subject Service Admin app lets admins customise the managed package deal, handle scheduling and optimization, and use the dispatcher console.
        2. The Subject Service app lets dispatchers do what they do finest: view and handle an hermetic service schedule!
        3. The Subject Service tab results in the dispatcher console, the place you’ll be able to handle your group’s service schedule.
        4. The Subject Service Settings tab is the place you customise the managed package deal’s settings and entry the Guided Setup instrument. (Salesforce Setup features a separate Subject Service Settings web page whose settings aren’t associated to the managed package deal.)
    9. Hung out understanding different setup options available for Field Service
    10. After you create your discipline service permission units, give customers the permissions they should full their discipline service duties. You may assign permissions in Setup or Guided Setup. Verify this assist article to grasp totally different permission units and the way to assign them utilizing a guided setup. 
    11. Create Service Resources for Field Service
    12. Create and manage Service Crews
      1. Considerations for Scheduling Service Crews
      2. Capability-based scheduling isn’t supported for service crews as a result of a service useful resource of kind Crew can’t be capacity-based.
      3. Work orders, work order line gadgets, and work varieties include a Minimal Crew Dimension and a Advisable Crew Dimension. For instance, a crew may need a beneficial dimension of three however a minimal dimension of two. Work orders and work order line gadgets inherit their work kind’s crew dimension settings.
    13. Skill Fields for Field Service
    14. Add Required Skills to Work Orders or Work Types for Field Service
    15. Create Skills for Field Service
    16. Guidelines for Creating Service Territories for Field Service
      1. A service territory represents a area wherein discipline service may be carried out. 
      2. Create service territories to trace discipline service work and be certain that sources are assigned to service appointments close to their house base. Service Territory Data Model
    17. Guidelines for Creating Operating Hours for Field Service
      1. Working hours outline when service sources can be found, and work may be carried out in service territories.
      2. Outline Working hours & assign them to service territories, service territory members, or accounts to point their discipline service hours.
      3. Reserving home windows based mostly on entitlements (i.e. 2 hours vs four hours).
      4. When accounts may be serviced sometimes used to constrain visiting hours. 
    18. Get Started with Time Sheets
      1. Customers can view as much as 100 previous time sheets offline on their cell gadgets.
      2. The primary discipline on Time Sheet Element shows because the header. Three extra fields may be displayed as particulars under the header.
      3. Create Time Sheet Templates
      4. TimeSheetEntry 
        1. Represents a span of time {that a} service useful resource spends on a discipline service process. 
        2. Timesheets are composed of timesheet entries. Timesheet entries sometimes observe particular person duties like journey or asset restore.
        3. TimeSheetEntry may be related to WO and WOLI.
    19. Salesforce Field Service Lightning License Types
  4. Managing Work Orders: 23%
    1. A Work Order represents work to be carried out in your prospects’ merchandise. 
      1. Connect information articles to WO and WOLI so technicians can rapidly entry product specs, directions, and extra. 
      2. Little one work orders are separate work orders. They’re associated to one another within the hierarchy of father or mother and associated baby information.
    2. A Work Order Line Merchandise (WOLI) represents a particular process a technician should carry out to finish the work order.
      1. They are often marked as accomplished one after the other and might every have their personal energetic service appointment.
      2. Pricing particulars, similar to reductions and unit value, are set on the line merchandise stage.
    3. Use the matching rule to make sure appointments are assigned to service sources with the required expertise. 
    4. Perceive how work orders and repair appointments work together 
      Service Appointments Work Orders and Work Order Line Gadgets
      Scheduling particulars similar to time
      constraints, scheduled instances and
      precise instances.
      Allow you to enter normal info
      a few process.
      Project particulars specifies the
      Service Useful resource who will carry out
      the sector work.
      Are optimized by FSL for use as
      the father or mother information of Service
      Have a father or mother document. Present vital capabilities,
      similar to relationships to pricebooks
      and Salesforce Data.
    5. Hyperlink a piece order to the asset so you’ll be able to simply observe the work.
    6. A piece kind is a piece order template that saves time and standardized discipline service work.
      1. While you add a required talent to a piece kind, work orders and line gadgets that use that work kind will robotically inherit the required talent.
    7. Guidelines for Creating Work Orders for Field Service
    8. Add Service Resource Preferences to Accounts or Work Orders for Field Service
    9. Track Required Inventory
    10. Let Users Create Work Order Line Items from the Field Service Mobile App
    11. Set Up Milestones
  5. Managing Scheduling and Optimization: 28%
    1. Subject Service connects your workforce, merchandise, and prospects on one platform to ship distinctive on-site service. The managed package deal powers up your discipline service group with extra nice options. The dispatcher console lets dispatchers see appointment lists, scheduling actions, a cell employee availability chart, and an interactive map in a single place. A guided setup instrument helps admins combine and keep scheduling insurance policies, international actions, sharing instruments, and optimization guidelines.
    2. Perceive components to stability when making a schedule
      Questions Priorities Components to Steadiness
      How a lot can discipline service reps spend on journey time?
      • Serve a big territory.
      • Carry out as many roles as attainable every day.
      • Reduce journey time between appointments.
      • Distant prospects should wait longer for cell employees to reach.
      • Lengthy journey instances price extra.
      How can your organization get the fitting cell employee for every job?
      • Clients can request the identical cell employee (similar to all the time wanting the identical nurse for house healthcare).
      • Clients can request to not work with a sure cell employee.
      • Cell employees aren’t accessible on a regular basis.
      What talent stage is required for the job?
      • Make it possible for the service advice can do the job effectively.
      • Cell employees have totally different expertise and totally different talent ranges.
      What occurs when issues change?
      • Jobs run over, and site visitors slows you down, elements break, cell employees get unwell, and rather more.
      • Scheduling upfront versus scheduling throughout the day.
    3. Every scheduling coverage is made up of labor guidelines and repair targets.
      1. Work guidelines decide which candidates can full the job. Do the candidates have the required expertise? Are they accessible in the fitting territory on the proper time? These sorts of questions remove unqualified candidates.
      2. When you’ve gotten a listing of certified candidates, service targets use your online business priorities to decide on the most effective candidate for the job. For instance, in case your prime precedence is to attenuate journey, the certified candidate closest to the job web site is the only option.
    4. Right here’s a listing of service targets the managed package deal gives. As with work guidelines, you’ll be able to create service targets once you want them.
      Service Goal How It’s Used Instance
      ASAP Measures how quickly the appointment may be scheduled. ASAP is hard, as it might probably contradict different targets. For instance, scheduling an appointment as quickly as attainable may end up in extra journey time.If immediate service is a vital consideration, assign a excessive weight. If an appointment is scheduled on the earliest second attainable (closest to the earliest begin permitted or arrival window begin), it will get an ideal rating of 100. If it’s scheduled on the final slot earlier than the due date or arrival window finish, it will get a rating of 0.
      Reduce Additional time Measures the usage of extra time hours wanted for a service appointment. It favors slots requiring the least extra time.If lowering extra time prices is a vital consideration, assign a excessive weight. For an hour-long appointment:

      • If it’s scheduled solely on extra time, the rating is 0.
      • If half the scheduled time is extra time, its rating is 50.
      • If not one of the scheduled time is extra time, its rating is 100.
      Reduce Journey Measures journey time required for a service appointment. It favors the time slot requiring the least journey time.If lowering journey prices like mileage, gasoline, and repair prices is a vital consideration, assign a excessive weight. In optimization operations—international optimization, useful resource schedule optimization, in-day optimization, and the Reshuffle motion—journey time is presumed to be between 0–120 minutes.

      • For an possibility with a journey time of 120 minutes or extra, the rating is 0.
      • For an possibility with a journey time of 60 minutes, the rating is 50.

      In non-optimization scheduling operations—such because the E book Appointment, Candidates, Schedule, Fill-In Schedule, and Group Close by Appointments actions—the rating relies on the journey instances accessible. Journey is calculated linearly between the closest and the furthest journey. For an appointment with three scheduling choices, right here’s how the choices are scored.

      • Schedule after an appointment on the identical web site. Journey time is Zero minutes, the rating is 100.
      • Schedule after an appointment in a neighboring metropolis. Journey time is 60 minutes, and since that’s the appointment’s most potential journey time, the rating is 0.
      • Schedule after an appointment in a web site situated 30 minutes away. As a result of it’s in the course of the earlier choices, the rating is 50.
      Most well-liked Useful resource Measures whether or not an appointment is given to the popular cell employee.If it’s vital that the popular cell employee reveals up, assign a excessive weight. If it’s vital {that a} sure employee reveals up or stays away, use the Required Providers or Excluded Providers work guidelines. If an appointment is assigned to the popular cell employee, the rating is 100. If it’s not, the rating is 0.
      Useful resource Precedence Ranks appointments based mostly on the assigned cell employee’s precedence. A cell employee with a price of 1 is rated the very best. Bigger numbers point out that the cell employee has a decrease rating.
      Talent Stage Measures how effectively a employee adheres to a piece order’s talent requirement. Specify whether or not to favor the least- or most-qualified cell employee.Use this feature to assign your most certified employees to difficult work or high-priority accounts. In case you select the least-qualified talent stage, the candidate with the bottom acceptable rating for the talent wins. Let’s say that a suitable set up talent stage is 5. A cell employee with an set up talent of 6 will get the next rating than a employee with an set up talent of 8.Most-qualified is the other. The candidate with the set up talent of Eight will get the upper rating. If there are a number of talent ranges, the rating is calculated with the typical grade of every talent stage.
    5. Scheduling insurance policies depend on particular eventualities. The scheduler makes use of these eventualities to create the most effective schedule. However eventualities differ relying on how the day unfolds. Let’s take the situation of a perfect day. You scheduled your appointments robotically, and never lots of them moved throughout the day. Your customary scheduling coverage will get you thru simply advantageous.
      coverage Designed to… Use it
      Buyer First Steadiness nice customer support with journey minimization. Appointments are graded first by the shopper’s number of a most popular cell employee or useful resource, then by the power to schedule an appointment as quickly as attainable. The subsequent precedence is journey minimization.You may alter this on a regular basis coverage if, for instance, you prioritize journey minimization over as quickly as attainable arrival. Throughout a mean day.
      Excessive Depth Have cell employees full as many appointments as attainable. This coverage grades appointments first by minimizing journey, then by scheduling appointments as quickly as attainable. During times of excessive service volumes, like a storm situation, the place worker productiveness is your prime precedence.
      Mushy Boundaries Steadiness nice customer support with journey minimization, just like the Buyer First coverage. However this coverage additionally permits cell employees to share their time between territories for higher service protection. While you need cell employees to cowl close by territories, similar to in city areas with small geographic territories.
      Emergency Be used with the Emergency Chatter motion to dispatch emergency service appointments. For emergency conditions, like somebody being caught in an elevator throughout an influence outage.
    6. Scheduling insurance policies automate scheduling that can assist you create your day by day schedule rapidly and simply. However schedules change, and it’s the dispatcher’s job to ensure that all the pieces runs easily. That implies that typically the dispatcher should reassign appointments manually.
      Operation What it does How one can use it
      Schedule If an appointment is just not but scheduled, add it to the most effective slot on the Gantt. Within the appointment listing or on the map, choose a number of appointments and click on Schedule.
      Reschedule If the schedule adjustments and the present time slot can’t be used for a service appointment, use Reschedule to seek for the following finest slot. Within the Gantt, right-click the appointment and select Reschedule.
      Get Candidate View a listing of ranked candidates who can carry out the job. Select the candidate and time slot with the very best rating. Within the Gantt, right-click the appointment and select Get candidates.Within the appointment listing, click on the appointment and select Candidates.
      Appointment Reserving View a listing of ranked time slots. Select the time slot that works finest for you. On the work order or service appointment, click on the Chatter feed, and select E book Appointment.If appointment reserving is ready up in your Salesforce Expertise web site, prospects can guide their very own appointments there.

      The admin can add E book Appointment as a world motion to different locations, too.

      Emergency Scheduling Carry out the job as rapidly as attainable. Emergency scheduling makes use of real-time site visitors and its personal scheduling coverage. The Emergency coverage permits candidates to journey from different territories and permits appointments to overlap. Within the Gantt, double-click the appointment, click on the Chatter feed, and select Emergency. Select to dispatch the cell employee as quickly as attainable or after they full their present service appointment.
    7. The scheduler grades time slots utilizing the weighted service targets set in your scheduling coverage. Time slot scores are as follows.
      1. Excellent or Golden. These time slots have the very best grade. In case you can, choose one among these.
      2. Advisable. These time slots have a reasonably excessive grade, too. Choose if the best time slots don’t be just right for you.
      3. Passable. Whereas these time slots meet the minimal necessities, they’re not the only option, however they get the job carried out.
      1. Manually developing an environment friendly discipline service schedule can drive even probably the most serene administrator to insanity. Subject Service’s optimization instrument does the be just right for you by producing an optimum schedule in accordance with your priorities and constraints.
      2. Outline the scope of optimization to incorporate a complete service territory’s schedule or only a single useful resource’s schedule.
        • World optimization – Optimize your group’s schedule for a number of service territories throughout a specified vary of days. You may configure one of these optimization to run frequently—for instance, each night. Or, you’ll be able to run it manually as wanted. World optimization is probably the most thorough and highly effective kind of optimization and subsequently takes probably the most time to finish.
        • In-day optimization Navigate last-minute schedule upsets by quickly optimizing your group’s schedule for a number of service territories on the day of service.
        • Useful resource optimization – Optimize a person service useful resource’s schedule on the day of service.
  6. Configuring Mobility: 10%
    1. The Subject Service cell app for Android and iOS is an all-in-one instrument for cell employees on the go. This enterprise-class cell expertise leverages Salesforce in a light-weight design optimized for a contemporary cell workforce. Offline functionality implies that customers can preserve working with out web connectivity and know that every one their adjustments are saved. And the app is extremely customizable, permitting you to tailor it to your distinctive discipline service wants.
    2. Important options of the FSL Cell App
      Characteristic Description
      Offline functionality The app works offline, so cell employees can full their work even with restricted or no community connectivity.
      Push notifications Push notifications assist your cell workforce keep updated, ensuring they by no means miss an vital occasion.
      Customized branding Model the app to offer it your organization’s feel and appear.
      Configurable layouts Versatile layouts allow you to select what document info to show to your customers.
      Configurable actions Configure fast actions to assist customers rapidly full frequent duties, move document knowledge to different apps, and construct flows to information your group by accumulating info and finalizing jobs.
      Chatter Talk with dispatchers, companions, and prospects utilizing Chatter.
      Website person entry Give members of your Expertise Builder web site—like contractors—customized entry to your discipline service operation.
      Geolocation monitoring Preserve tabs on service sources and allow smarter scheduling with useful resource geolocation monitoring.
      Service stories Create previewable service stories summarizing discipline service visits. Seal the deal by capturing prospects’ signatures on the stories.
      Salesforce Data integration Connect specs, directions, and finest practices to work orders and work order line gadgets to maintain related info at your group’s fingertips.
      Work order overview display Assist your group rapidly discover the data they should full assignments. The work order overview display shows details about a piece order’s service appointments, line gadgets, asset historical past, and extra.
      Discover close by work Assist your group discover different work orders in the identical location to allow them to maintain close by jobs.
      Stock tab Let your group handle observe consumption, request merchandise, and examine their stock from the app.
      Appointment Assistant Give prospects momentary, reside monitoring of Salesforce Subject Service cell employees.
    3. Put together for the FSL Cell App
      1. Install the Mobile Field Service Package (Related App Settings & Push Notifications)
      2. Give techs entry to the App with Licenses & Permissions (Subject Service Cell & Commonplace licenses)
      3. Present techs entry to knowledge, Objects, and Fields.
      4. Affiliate a Service Useful resource document with the tech’s Salesforce Person (Service Useful resource should be “Energetic”)
      5. Brand the Field Service Mobile App
      6. Different options to customize Field Service Mobile App
    4. Technicians can see the task on their cell gadgets.
    5. The cell app helps fast actions of Create File and Replace File.
    6. Visualforce, Lightning Part, and Customized Override actions aren’t supported.
    7. Field Service Mobile App Considerations
    8. Capture Customer Signatures on Service Reports with a Flow
    9. Guidelines for Using Signatures on Service Reports
  7. Managing Stock: 8%
    1. Use Subject Service’s stock objects to trace the storage, request, consumption, return, and retirement of things in your stock.

    2. Stock administration begins with product gadgets, which characterize the inventory of a selected product at a selected location. Every product merchandise is related to a product and a location in Salesforce.

      Product item diagram

    3. Stock may be saved there if the Stock Location possibility is chosen on a location. Product gadgets may be related solely with stock areas.
    4. You may hyperlink a location to a number of accounts and repair territories. For instance, if a location is a shopping center, you’ll be able to select to affiliate it with each account that operates a retailer within the mall. You may as well create addresses for a location, similar to a mailing and residential tackle. And to maintain observe of buyer websites create related areas, which include lookups to an account and alocation.Location diagram
    5. If a selected product is required to finish a discipline service job, add merchandise required to make sure that the assigned service sources arrive ready. Merchandise required may be baby information of labor orders, work order line gadgets, and work varieties. Work order and work order line gadgets inherit their work kind’s merchandise required.
    6. When a product is consumed throughout the completion of a piece order, observe its consumption by making a product consumed document. You may add merchandise consumed to work orders or work order line gadgets. Monitor product consumption on the line merchandise stage if you wish to know which merchandise had been used for every line merchandise’s duties.
    7. How you utilize merchandise consumed depends upon how intently you wish to observe the state of your stock in Salesforce. If you wish to observe all the life cycle of things in your stock, together with their storage, switch, and consumption, hyperlink your product consumed information to product gadgets. This method ensures that your stock numbers replace robotically to mirror the consumption of merchandise out of your stock. If you wish to observe product consumption solely, nevertheless, specify a Value E book Entry on every product consumed document and depart the Product Merchandise discipline clean.Products required diagram
      1. Product requests are orders for merchandise that you simply would possibly create when inventory is working low.
      2. Product request line gadgets are subdivisions of a product request.
      3. Product transfers observe the motion of product gadgets between stock areas.
      4. Shipments characterize the cargo of product gadgets between areas.
      5. Product merchandise transactions describe actions carried out on a product merchandise. Auto-generated information assist you to observe when stock is replenished, consumed, or adjusted.
      6. Return orders observe the return of a product merchandise as a consequence of injury, order errors, or different causes.
      7. Return order line gadgets are subdivisions of a return order. The motion of things into and out of your stock and between areas is tracked utilizing these objects:Inventory diagram
    8. Implement Product and Price Book in your developer org.

      Subject Service Pricing Knowledge Mannequin

    9. Use product service marketing campaign to document the actions to deal with conditions similar to product remembers, guide firmware upgrades, security or compliance audits, or end-of-life communications. Property affected are related to a marketing campaign utilizing product service marketing campaign gadgets. Marketing campaign and marketing campaign gadgets can then be related to work orders and return orders as wanted to finish the work.Product service campaign data model
  8. Managing Property: 5%
    1. Use guarantee gadgets to document particulars of the labor, elements, and bills and any alternate choices supplied to rectify points with merchandise offered or put in. Create customary warranties for merchandise and product households and, for merchandise you put in, document particulars of further or prolonged warranties together with exclusions and void phrases.
    2. A guaranty time period is linked to a product guarantee time period to outline the usual guarantee provided for a product or product household. When a product is put in, asset guarantee time period particulars are created from the usual guarantee. An asset guarantee time period may be related to a piece order, work order line merchandise, case, or entitlement to trace actions associated to fulfilling the guarantee time period provisions.

      Warranty data model
      Subject Service Guarantee Administration Knowledge Mannequin

    3. Set Up and Manage Assets
      1. If asset sharing is ready to the Managed by Mother or father—the default setting—the Account discipline, Contact discipline, or each should be accomplished for an asset to be saved. If asset sharing is just not set to Managed by Mother or father, property may be saved with out an related account or contact.
      2. Deleting a product doesn’t delete any asset information related to it.
      3. Deleting an account or contact deletes all related property. All three information are deleted if you happen to delete an account with a associated contact related to an asset. Restoring the account restores all three information.
      4. In case you delete an asset with each a father or mother asset and baby property, its father or mother and kids are now not linked in an asset hierarchy.
    4. Set Up Asset Availability and Reliability Reporting
  9. Configuring Upkeep Plans: 5%
    1. An asset in Salesforce represents a particular bought or put in product. For instance, if you happen to promote turbines, you’ll be able to create a generator product in Salesforce and create a number of property representing the generator you’ve offered. Every buyer’s generator can be tracked in its asset document that’s linked to the generator product.
      1. You may affiliate property with numerous Salesforce information along with merchandise.
        1. Instances
        2. Places, like a buyer web site or warehouse
        3. Upkeep plans
        4. Work orders or work order line gadgets
        5. Entitlements
        6. Service contracts or contract line gadgets
      2. To indicate that one asset has changed one other, create an asset relationship with the assistance of two associated lists on asset document house pages.
        1. The Major Property associated listing reveals property that changed the present asset.
        2. The Associated Property associated listing reveals property that the present asset changed.
    2. Guidelines for Generating Work Orders from a Maintenance Plan
    3. Guidelines for Working with Maintenance Work Rules
    4. A upkeep plan allows you to outline the upkeep schedule for a number of property and generate a batch of labor orders for future upkeep visits. With the clicking of a button, all of the work orders for a photo voltaic panel system’s month-to-month upkeep visits may be prepared. Sita can’t wait to attempt it.
      1. A upkeep plan may be linked to an account and phone—representing the shopper—and, if the shopper has one, to a service contract.
      2. A upkeep plan can cowl a number of property. For instance, you’ll be able to create a upkeep plan to trace the month-to-month upkeep of 20 laser printers put in in a buyer’s workplace constructing. The property coated by a upkeep plan are represented as baby information of the upkeep plan known as upkeep property. You may outline upkeep work guidelines for many property and upkeep plans for extra complicated reoccurring upkeep. 
      3. After you create a upkeep plan or upkeep work guidelines, it’s time to generate work orders for the deliberate upkeep visits. Upkeep plans include a Generate Work Orders fast motion, which can be known as Apex code. Your upkeep plan settings decide what number of work orders and work order line gadgets are generated without delay and what their settings are. You may choose to generate one work order per upkeep asset for every go to or a father or mother work order for every go to with one work order line merchandise per upkeep asset.
      4. Upkeep plans, upkeep property, and upkeep work guidelines may be related to a work kind:
        1. In case you specify a piece kind on a upkeep plan, the plan’s work orders use that work kind.
        2. In case you specify a piece kind on a upkeep asset, generated work orders which might be related to the upkeep asset use the upkeep asset’s work kind.
        3. In case you specify a piece kind on a upkeep work rule, generated work orders related to the upkeep work rule use the upkeep work rule’s work kind.

          Maintenance diagram
          Subject Service Preventive Upkeep Knowledge Mannequin

  10. Permissions and Sharing: 5%
    1. Permission set licenses are required for some Subject Service customers to work together with settings, the dispatcher console, and different options. Find out how permission set licenses match totally different teams of customers.
    2. All customers want the Subject Service Commonplace person permission to entry discipline service objects. Subject Service person licenses already embrace this permission.
    3. Subject Service additionally contains three permission set licenses associated to the managed package deal and cell app. These permission units are created once you arrange Subject Service.
      Permission Set Description Who Want It
      Subject Service Dispatcher License Gives entry to the dispatcher console. Dispatchers
      Subject Service Scheduling License Permits the person to be proven on the dispatcher console Gantt and included in scheduling and optimization. Cell employees (discipline technicians)
      Subject Service Cell License Gives entry to the Subject Service cell app. Cell customers (discipline technicians)
      Self-service Gives entry to Expertise Builder websites the place customers can view all international actions and their associated objects. Gives entry to create, guide, and schedule their appointments. Clients
      Subject Service Visitor Person Offers unauthenticated customers restricted entry to view and create information. Visitor customers
    4. Dispatchers and discipline technicians can’t deal with inbound buyer communications in name facilities, handle buyer instances or full sales-oriented duties with out further licenses.
    5. Limit Access to Field Service Records
      1. By default, all customers can view and replace work orders, work order line gadgets, and repair appointments. You may restrict entry to those information in order that your group members see solely the information which might be related to them.
    6. Person territories give customers entry to the next objects for that territory.
      1. Useful resource Absences
      2. Service Appointments
      3. Service Assets
      4. Service Territories
      5. Mother or father objects of shared Service Appointments; for instance, Accounts, Property, Alternatives, Work Orders, and Work Order Line Gadgets
    7. When a service useful resource is faraway from a service appointment, sharing is deleted just for that service appointment. Sharing on the father or mother work order continues to be retained.
    8. If territory membership adjustments continuously, attempt a frequency of 1 day. For instance, if territory membership is mostly static, you’ll be able to lower the frequency to 30 days.
    9. The service territory is guided by a mixture of things, similar to: 
      1. Organizational desire to restrict the place sources reside and work
      2. Union stipulations
      3. Administration construction
      4. Sensible, logical restrict to how far a useful resource can cowl an space
      5. Useful resource preferences
    10. Service Appointment Life Cycle
      1. As soon as the Service Appointment is generated, it goes by levels, represented by standing classes. The standing class names and the service appointment life cycle may be custom-made to suit your enterprise. Out of the field, service appointments include these standing classes:
        1. None
        2. Scheduled
        3. Dispatched
        4. In Progress
        5. Accomplished
        6. Can’t Full
        7. Canceled


When you’ve got good hands-on expertise with all of the above matters, passing the examination will probably be a cinch, and it is possible for you to to earn the much-coveted Subject Service Advisor certification! Nevertheless, if you happen to would not have sufficient expertise with the Subject Service Lightning and plan to turn into a Subject Service Advisor. I counsel you draw a 2-Three months plan (end the above Trailhead and Teacher-led coaching) to arrange for it.

I hope that you simply discover the following tips and sources helpful. In case you put the effort and time in, you’ll succeed. Completely happy learning and good luck!

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