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Agentforce Field Service and Operations Consultant

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Agentforce Field Service and Operations Consultant Study Checklist
  • Platform Administrator
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Checklist progressProgress

0/263Learned

  • Creating a service crew and its Crew-type service resource
  • Crew membership eligibility rules
  • Crew management tool setup and user access
  • Managing crew membership dates in the crew management tool
  • Crew leader and member access and notifications on dispatch
  • Crew-level versus member-level data in crew scheduling
  • Enforcing crew size requirements during scheduling
  • Crew members as scheduling candidates and resource preferences
  • Effects of crew membership changes on assigned appointments
  • Service resource types and when to use each
  • Including service resources in scheduling and optimization
  • Service resource efficiency and scheduled end time
  • Capacity-based resources for contractors
  • Capacity-based resource scheduling limitations
  • Dispatcher service resources and their scheduling limits
  • Deactivating service resources versus deactivating users
  • Designing service territories by geography, line of business and hierarchy
  • Territory boundaries, time zones and map polygons
  • Service territory sizing for scheduling and optimization performance
  • Primary, secondary, and relocation territory membership types
  • Service territory membership start and end date practices
  • Home base address on the service territory versus the member record
  • Travel time buffer and travel mode on territories and members
  • Match Territory versus Working Territories work rules
  • Secondary territory membership with and without Enhanced Scheduling and Optimization
  • Service resource, time sheet and time sheet entry record chain
  • Linking time sheet entries to work orders and work order line items
  • Time sheet submission, status and approval process
  • Automatic time sheet creation with time sheet templates
  • Skill, service resource skill and skill requirement records
  • Skill requirements on work types, work orders, and work order line items
  • Designing a skill level scale for the business
  • Match Skills work rule and skill level enforcement
  • Skill Level service objective versus Match Skills work rule
  • Time-based skills for certifications that expire
  • Service territory versus service territory member operating hours
  • Time slots versus resource absences for availability gaps
  • Operating hours on secondary service territory memberships
  • Customer availability from account operating hours to work order visiting hours
  • Service Appointment Visiting Hours work rule behaviour
  • Default versus entitlement-based appointment booking arrival windows
  • Time zones on operating hours for booking and visiting hours
  • Agentforce Field Service editions, components and add-on licenses
  • Matching Field Service permission set licenses to user roles
  • Permission set licenses versus Field Service permission sets in user provisioning
  • Contractor versus Contractor Plus login-based licenses
  • Licenses for customer self-service and guest appointment access
  • When to add the Appointment Assistant permission set license
  • Field Service licensing versus additional licenses for case and sales work

Configure Work Order processes, parameters, and Work Types

0/9

  • Work order page layout related lists and where work orders appear
  • Custom work order status values and status categories
  • Creating work types through Guided Setup or the Work Types tab
  • Values work orders, line items and appointments inherit from a work type
  • Applying or changing work types on existing records
  • Auto-Create Service Appointment and due date offset on work types
  • Exact Appointments versus arrival window scheduling on work types
  • Child work orders for cancellations and follow-up work
  • Work plans, work step templates and work plan selection rules

Given a scenario, choose the appropriate Resource Preferences

0/7

  • Choosing Preferred, Required, or Excluded resource preference types
  • Work order versus work order line item resource preferences
  • Resource preference inheritance from asset, location, and account
  • Account resource preferences and the work order creation path
  • Enforcing resource preferences with work rules versus service objectives
  • Preferred Resource service objective scoring and weight
  • Resource preference eligibility and user permissions

Apply Products Required to a Work Order

0/3

  • Adding products required to work orders, line items and work types
  • Standardizing required parts with work type templates
  • Products required versus products consumed and product requests

Analyze how and when to use Work Order Line Items

0/5

  • When to break a work order into work order line items
  • Field inheritance between a work order and its line items
  • Line-level pricing and discounts on work order line items
  • Minimum and recommended crew size on work types, work orders and line items
  • Work order line item hierarchies versus child work orders

Illustrate how to configure Work Order Milestones

0/5

Case versus Work Order entitlement process types

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Configuring work order milestones in an entitlement process

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Applying entitlements to work orders for SLA tracking

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Completing and pausing work order milestones

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Object Milestones on work orders versus Case Milestones

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Given a scenario, recommend the appropriate relationship between Service Appointments, Work Orders, and Work Order Line Items

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  • Record roles of work orders, line items, and service appointments
  • Choosing the parent record for a service appointment
  • Appointments on the work order versus on individual line items
  • Work order and line item sharing
  • Deleting a work order that has line items and service appointments
  • Core Field Service setup versus Field Service Admin app settings
  • Guided Setup for initial scheduling configuration
  • Scheduling General Logic settings
  • Appointment Booking settings for Book Appointment and Get Candidates
  • Dispatcher Console UI settings and Gantt time zone display
  • Enabling Enhanced Scheduling and Optimization for all or selected territories
  • Methods for creating service appointments for a work order
  • Assigned resource records on scheduled service appointments
  • Canceling, unscheduling, and deleting service appointments
  • Resolving rule violations from manual Gantt scheduling
  • Service appointment status lifecycle and status categories
  • Service appointment status transitions and permitted users
  • Scheduled versus Dispatched in the appointment lifecycle
  • Service appointment parent records and work order versus appointment data
  • Work rules versus service objectives in a scheduling policy
  • Mandatory work rules in every scheduling policy
  • Work rule selection for hard scheduling constraints
  • Service objective selection for business priorities
  • Service objective weights and candidate grading
  • Standard scheduling policies matched to business scenarios
  • Applying a scheduling policy to each scheduling process
  • Setting up complex work in an Agentforce Field Service org
  • Creating scheduling dependencies between work order appointments
  • Choosing a scheduling dependency type for multistage work
  • Scheduling a dependency group and all-or-none logic
  • Complex work considerations with Enhanced Scheduling and Optimization
  • Complex work versus service crews for jobs needing several technicians
  • Multiday versus standard service appointments for long-running jobs
  • Setting up multiday scheduling and the Long-Term Gantt view
  • How a multiday appointment's scheduled start-to-end span is calculated
  • Limitations of multiday service appointments
  • Multiday appointments versus complex work for staged or long jobs
  • Aerial versus street-level routing travel time calculation
  • Default routing behaviour with and without Enhanced Scheduling and Optimization
  • Routing settings for travel speed and travel and break calculation
  • Dispatch cadence for stable versus frequently changing schedules
  • Automating dispatch with Auto Dispatch scheduled jobs
  • Drip feed dispatching setup and territory-level override
  • Keeping appointments hidden from mobile workers until dispatch
  • Dispatcher Console filter types and the panes they affect
  • Standard versus custom appointment list filters
  • Appointment list time frame controls relative to the horizon date
  • Gantt time frame views: Hours, Utilization and Long-Term settings
  • Advanced filtering and load limits for large appointment volumes
  • Optimization user activation versus the Enhanced engine integration user
  • Configuring a recurring scheduled optimization job
  • Choosing the optimization horizon for scheduled jobs
  • On-demand optimization from the dispatcher console
  • Appointment and resource eligibility for an optimization request
  • Pin criteria versus Keep Scheduled criteria in optimization logic
  • Optimization performance and run-time tuning best practices
  • Schedule automation versus schedule optimization
  • Auto Schedule on the service appointment record
  • Book Appointment versus Get Candidates for customer-facing scheduling
  • Mass Schedule versus optimization for large appointment volumes
  • Fill-In Schedule versus Group Nearby on the Gantt
  • Emergency Wizard for emergency scheduling and dispatch
  • Fix Overlaps versus Resource Schedule Optimization for late-running work
  • Scheduling and optimization services under Enhanced Scheduling and Optimization
  • Global optimization versus in-day optimization
  • When to use Resource Schedule Optimization
  • Fitting high-priority work into a full schedule
  • Scheduling recipes for cancellations, time changes and overlaps
  • Appointment Insights versus Optimization Hub and Optimization Insights
  • Scheduling window versus arrival window on service appointments
  • Scheduled Start, Scheduled End and Duration calculation
  • Capturing Actual Start, Actual End and actual duration from the field
  • Time field ownership across work orders, appointments and assigned resources
  • Gantt Display Date for appointments outside the Gantt time frame
  • Service report template structure and setup
  • Records that support service report generation
  • Service report template selection through work types and work orders
  • Signature types and signature blocks on service report templates
  • Signature retention and signed service report tracking
  • Service report create, email and field visibility permissions
  • Mobile app prerequisites for creating service reports
  • Offline service report previews and their limitations
  • Service report language and translation settings
  • Page, compact and search layouts that drive Field Service mobile screens
  • Quick actions versus global actions in the Field Service mobile app
  • Options for updating appointment status from the field
  • Guided mobile flows for field processes in the Field Service mobile app
  • Field Service mobile flow design limits and offline behavior
  • App extensions for passing record data to other apps
  • Knowledge articles for mobile workers on work orders and work types
  • Mobile inventory setup for parts consumption and product requests
  • Push notifications for upcoming appointments and schedule changes
  • Appointment Assistant live tracking for customers
  • Offline priming and Briefcase Builder for low-connectivity field work
  • Field-work capabilities of Field Service Mobile compared with the Salesforce mobile app
  • Field Service Mobile versus Salesforce mobile app by field service persona
  • Field Service Mobile access requirements for employees and contractors
  • Service report generation in Field Service Mobile versus the Salesforce mobile app
  • App extensions that hand off from Field Service Mobile to the Salesforce mobile app
  • Field Service Mobile Settings configurations and profile assignment
  • Controlling record editing from the mobile app with Enable Full Edit on Records
  • Schedule tab date picker range and default list view settings
  • Schedule refresh and cached data timing settings
  • Appointment notifications on assignment versus on dispatch
  • Feed tab and offline feed priming settings
  • Mobile time sheet settings
  • Navigation Destination Type setting
  • Service resource geolocation tracking settings and battery trade-offs
  • Branding colors in a mobile settings configuration
  • Products versus standard and custom price books for work orders
  • Work order price book and line item product linkage
  • Price book entries and pricing on products consumed
  • Price book access and currency requirements for field service pricing
  • Field service inventory objects and their roles
  • Inventory Location and Mobile Location settings on location records
  • Location hierarchies, associated locations and service territory locations
  • Product items and quantity on hand per inventory location
  • Serialized versus quantity-tracked inventory
  • Van stock setup and the mobile Inventory tab
  • Logging products consumed on work orders and line items
  • Product item transactions across the inventory lifecycle
  • Product request, product transfer and shipment chain
  • Marking product transfers received and changing received transfers
  • Full inventory tracking versus consumption-only tracking
  • Return order header versus return order line item data
  • Return order creation channels and associated records
  • Identifying the returned item on a return order line item
  • Source location, destination location, and Ship From Address on returns
  • Processing Plan versus Repayment Method versus Reason for Return
  • Logging a customer product return with a return order
  • Tracking customer repairs with return orders and work orders
  • Returning unused parts from van stock with return orders
  • Return orders versus product transfers for moving returned inventory
  • Creating asset records and their account or contact links
  • Standard asset fields for status, flags, sourcing and lifecycle dates
  • Asset account and contact participants for asset stakeholders
  • Asset access through object permissions and asset sharing settings
  • Linking assets to work orders, line items and other service records
  • Building asset hierarchies for multi-component equipment
  • Root Asset and Asset Level fields in an asset hierarchy
  • View Asset Hierarchy action availability and limits
  • Asset hierarchies versus asset relationships for linking assets
  • Primary Assets versus Related Assets related lists
  • Recording an asset replacement or upgrade
  • Warranty terms and asset warranties for serviced products
  • Recording planned and unplanned asset downtime
  • Asset attributes versus custom fields for asset health data
  • Asset deletion and cascade behavior
  • Maintenance plan related records, maintenance assets and plan date range
  • Fixed versus floating maintenance schedules
  • Choosing calendar-based, criteria-based or usage-based maintenance work rules
  • Recordset filter criteria setup for criteria-based maintenance
  • Usage-based maintenance conditions and next occurrence tracking
  • Maintenance work rules on the plan versus on individual maintenance assets
  • Work type inheritance across plan, maintenance asset and work rule
  • Sort order among competing maintenance work rules
  • Manual versus automatic work order generation
  • Work order and service appointment generation methods for multi-asset plans
  • Generation Timeframe versus Generation Horizon
  • Rolling versus batch work order generation windows
  • Batch size and the per-generation work order limit
  • Generate new batch upon completion and staggered batch timing
  • Date of the first work order in the next batch
  • Maintenance window settings and service appointment date fields
  • Troubleshooting maintenance plan work order generation
  • Field Service permission set licenses versus the Field Service Standard permission
  • Managed package permission sets for admins, dispatchers and call center reps
  • Permission sets and licenses for scheduled mobile workers
  • Custom permission set for Field Service mobile app access
  • Creating and assigning managed package permission sets
  • Managed package permission set auto-update and safe customization
  • Login-based permission sets for contractor workers and dispatchers
  • Permission sets for Experience Cloud dispatchers, customers and guest users
  • Field Service Integration permission set for scheduling and optimization services
  • Custom permissions for Classic Dispatch Console actions
  • Org-wide defaults for field service objects under a need-to-know model
  • Dispatch-triggered sharing of service appointments with assigned resources
  • Sharing parent work orders with assigned service resources
  • Sharing changes when an assigned resource is removed from an appointment
  • Service crew member access to crew-assigned appointments
  • Technician access to their own service resource record under a private model
  • User territories versus service territories and their members
  • Territory-scoped record access for dispatchers and call center reps
  • Automatic public groups and shares from user territory sharing
  • User Territory Job sharing horizons and schedule

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  1. Agentforce Field Service and Operations Consultant Checklist
  3. Managing Work Orders

Object Milestones on work orders versus Case Milestones

Explainer

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Practice Question

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Next conceptRecord roles of work orders, line items, and service appointments

Checklist progress

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  1. Agentforce Field Service and Operations Consultant Checklist
  3. Managing Work Orders
Object Milestones on work orders versus Case Milestones

Explainer

Learn More

Practice Question

Keep going

Next conceptRecord roles of work orders, line items, and service appointments

Explainer

Milestones are required steps, such as a first response or a resolution deadline, that a team must complete to resolve a customer issue. They come from entitlement processes and can run on cases or on work orders. Milestones on cases are Case Milestones, and milestones on work orders are Object Milestones, a separate object with its own Setup node, related list, and report type.
Core information
  • A milestone is a required support step that your team must complete to resolve a customer issue. You can add milestones to cases, work orders, and incidents. Each milestone tracks a target date and whether it was completed or violated.
More details and nuances
  • You can't change an entitlement process's type after you create it, and all of its versions must use the same type. To get the same behavior on the other record type, create a similar process of the other type that uses the same milestones. Processes created before Summer '16 use the Case type, so those older processes run only on cases.

Explainer

Milestones are required steps, such as a first response or a resolution deadline, that a team must complete to resolve a customer issue. They come from entitlement processes and can run on cases or on work orders. Milestones on cases are Case Milestones, and milestones on work orders are Object Milestones, a separate object with its own Setup node, related list, and report type.
Core information
  • A milestone is a required support step that your team must complete to resolve a customer issue. You can add milestones to cases, work orders, and incidents. Each milestone tracks a target date and whether it was completed or violated.
More details and nuances
  • You can't change an entitlement process's type after you create it, and all of its versions must use the same type. To get the same behavior on the other record type, create a similar process of the other type that uses the same milestones. Processes created before Summer '16 use the Case type, so those older processes run only on cases.