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Job Role

Admin, Consultant, Service Careers

Duration

In-Person: 3 Full Day(s)
Virtual: 3 Full Day(s) or 6 Half Day(s)

User Interface

Lightning Experience
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Overview

Who should take this course?


This course is designed for consultants and Salesforce administrators who are responsible for implementing Salesforce Field Service solutions for an organization. Students should hold the Salesforce Administrator credential or possess equivalent knowledge, and have foundational knowledge of Service Cloud. This is also a great course for anyone interested in earning their Field Service Consultant credential.


When you complete this course, you will be able to:


  • Outline the process of setting up Salesforce Field Service.
  • Explain Salesforce Field Service and its components, capabilities, and data models.
  • Describe the Dispatcher Console.
  • Illustrate how field technicians manage service appointments using the Salesforce Field Service mobile app.
  • Configure common features of the Salesforce Field Service mobile app.

Prework

Prepare for the course with this Trailmix.

Class Registration

Lessons and Topics

Course Introduction

  • Discover the Course 
  • Review the Certification 
  • Define Salesforce Field Service

 

Introduction to Salesforce Field Service

  • Define Field Service Components
  • Understand Field Service Capabilities
  • Outline its Data Model

 

Initial Configuration

  • Navigate the Settings Tab
  • Build Profiles, Licenses, Permission Sets

 

Main Elements

  • Establish Operating Hours
  • Outline Service Territories
  • Generate Work Orders
  • Assign Locations
  • Organize Products

 

Scheduling

  • Establish Work Rules
  • Determine Service Objectives
  • Apply Scheduling Policies
  • Navigate the Scheduling Engine
  • Schedule Service Appointments and Work Orders
  • Follow the Scheduling Optimization Model

 

Contractors

  • Assess Contractor Capacity
  • Determine Scheduling Preferences
  • Outline the Service Appointment Lifecycle

 

Dispatcher Console

  • Navigate the Dispatcher Console
  • Manage Service Appointments
  • Build a Gantt Chart and Filters

 

Field Technician Mobility

  • Follow a Business Flow
  • Determine User Roles and Tasks
  • Access the Field Service Mobile App
  • Generate Reports