Implement Salesforce Field Service (FSL201) – Outline

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Module 1: Course Orientation

  • Course Introduction
  • Certification Overview
  • Field Service Lightning (FSL) Definitions and Video

Module 2: Welcome to AW Computing

  • Explain the Business Reason Why AW Computing Has Purchased FSL
  • Describe the Framework for a FSL Project Team
  • Reference Your Action Items for the Course

Module 3: FSL Overview

  • Identify Field Service Management Challenges and Determine
  • How FSL Can Overcome Those Challenges and Meet KPIs
  • Describe What Connected Field Service Looks Like
  • Complete Prerequisite Exercises
  • Explain the Main Components, Capabilities, and the Data Model of FSL

Module 4: Set Up FSL - Initial Configuration

  • Identify the Features Within the Field Service Settings Tab
  • Identify the Permission Sets We Assign to Each License, the Profiles and Permission Sets We Assign to Our Users, and Why We Do This
  • Describe Geocoding and Data Integration Rules Within FSL
  • Complete Prerequisite Exercises

Module 5: Plan for FSL

  • Ask the Essential Questions Before Setting up FSL

Module 6: Set Up FSL - Main Elements

  • Set Up All FSL Main Elements
  • Define Operating Hours
  • Explain Service Territories
  • Recognize the Importance of Required Skills
  • Discuss How Work Orders Behave and Interact with Other Objects
  • Explain the Service Resources Data Flow
  • Describe the Field Service Location and Product Data Flow

Module 7: Set Up FSL - Scheduling and Policies

  • Complete All Exercises Related to FSL Scheduling and Policies
  • Identify Work Rules and Service Objectives
  • Identify Scheduling Policies Included in FSL
  • Define the Difference Between the Service Appointment and Work Order

Module 8: Set Up FSL - Contractors

  • Complete All Exercises Related to Contractors
  • Explain Capacity with Contractors and How to Give Contractors First Preference
  • Describe the Service Appointment Lifecycle and Related Status Transitions

Module 9: Explore the Dispatcher Console

  • Complete All Exercises Related to the Dispatcher Console
  • Explore the Capabilities of the Dispatcher Console
  • Book and Manage Service Appointments
  • Track and Monitor Service Resources
  • Describe the Schedule Optimization Model

Module 10: Go Mobile with Field Technicians

  • Explain the Business Flow of a Case to Work Order to Service Appointment
  • Identify the Key Tasks Performed by Each Field Service Role (Customer, Agent, Dispatcher, Field Tech, and Admin)
  • Describe How Field Technicians Manage Their Service Appointments Using the FSL Mobile App
  • Complete Reporting and Mobile Exercises

Module 11: Review and Resources

  • Test Your Knowledge with FSL Review Questions
  • Access FSL Resources