Requirements

• Salesforce Fundamentals Knowledge: Basic understanding of Salesforce as a platform
• including its core features and functionalities.
• Experience with Salesforce Administration: It is highly recommended to have prior experience or certification as a Salesforce Administrator
• Familiarity with Field Service Operations: While not mandatory
• having a background or understanding of field service operations

Description

Salesforce Field Service, formerly known as Field Service Lightning (FSL), is a powerful tool that allows organizations to streamline their field service operations, such as managing technicians, scheduling appointments, tracking work orders, and optimizing service delivery. With Salesforce Field Service, businesses can automate and optimize workflows, gain real-time visibility into their field service operations, and improve overall customer satisfaction. This course provides in-depth training on the various features and functionalities of Salesforce Field Service, teaching you how to configure, deploy, and manage field service operations effectively using the Salesforce platform.

Throughout the course, you will explore key concepts such as work order management, resource scheduling, optimization tools, mobile app configuration, and reporting. You will learn how to configure service territories, manage work orders, assign tasks to field technicians, and optimize scheduling to ensure efficient service delivery. Additionally, the course covers advanced topics such as integrating Salesforce Field Service with other Salesforce clouds, customizing the platform for your organization’s specific needs, and preparing for the Salesforce Field Service Consultant Certification exam.

Key Learning Objectives:

1. Introduction to Salesforce Field Service:

   • Gain an understanding of what Salesforce Field Service is, how it fits into the Salesforce ecosystem, and its role in improving field service operations.

   • Learn the components of the Salesforce Field Service solution, including the mobile app, work order management, and the Service Cloud integration.

   • Understand the value of Field Service to various industries and how it helps businesses deliver exceptional customer service.

2. Service Cloud Integration:

   • Learn how to configure and integrate Salesforce Field Service with Salesforce Service Cloud to streamline service processes.

   • Understand how service requests, case management, and customer interaction histories can be seamlessly managed within the Salesforce ecosystem.

   • Explore how to leverage Service Cloud features like case management, knowledge management, and customer support alongside field service processes.

3. Work Order Management:

   • Understand how to create, manage, and track work orders within Salesforce Field Service.

   • Learn how to automate work order processes, including job assignment, scheduling, and completion tracking.

   • Gain insights into best practices for managing work order assignments and ensuring that service tasks are completed on time and within budget.

4. Resource Scheduling and Optimization:

   • Dive into scheduling and dispatching for field service teams, learning how to assign resources effectively.

   • Explore tools like the Scheduling Policy and Optimization Engine, which help automate the scheduling of work orders based on technician availability, skillset, and location.

   • Learn how to set up service territories, resource types, and scheduling rules to ensure the right technicians are dispatched to the right locations at the right time.

5. Mobile App Configuration:

   • Explore the Salesforce Field Service mobile app, which enables technicians to manage their tasks, access customer information, and capture work order details in real time.

   • Learn how to customize the mobile app interface to meet the needs of your field service team.

   • Understand how to configure offline capabilities and ensure that technicians can still complete their work without internet access.

6. Service Territories and Locations:

   • Learn how to configure service territories to define areas where field service technicians will operate.

   • Understand how to map out geographic areas, assign resources, and create service locations for efficient service delivery.

   • Explore how to optimize territories to improve service coverage and reduce travel time for field technicians.

7. Knowledge and Reporting:

   • Learn how to build reports and dashboards to track field service performance metrics such as response times, work order completion rates, and technician utilization.

   • Explore how to leverage Salesforce Analytics to analyze data and uncover insights that drive improvements in field service operations.

   • Learn how to use Knowledge Base articles and documentation to equip your field service team with the necessary resources to solve customer problems quickly and efficiently.

8. Integration with Other Salesforce Tools:

   • Understand how to integrate Salesforce Field Service with other Salesforce tools like Salesforce CPQ, Salesforce IoT, and Salesforce Einstein Analytics.

   • Learn how to integrate third-party applications and tools to extend the functionality of Salesforce Field Service and provide a unified view of customer data.

   • Gain an understanding of how APIs and connectors can be used to integrate external systems into your Salesforce Field Service environment.

9. Security and User Management:

   • Learn how to configure user profiles, permissions, and roles to control access to Salesforce Field Service data and features.

   • Understand how to manage security settings to protect sensitive customer and service data.

   • Explore best practices for setting up and managing users, including technicians, service managers, and administrators.

10. Preparing for the Salesforce Field Service Consultant Certification:

    • Gain insights into the certification exam, including the key topics covered and the format of the test.

    • Learn study tips and strategies to successfully pass the Salesforce Field Service Consultant Certification exam.

    • Get practical advice on how to prepare for real-world field service consultant roles and apply your learning in professional settings.

Who this course is for:

• Salesforce Consultants
• Salesforce Administrators
• Field Service Managers