Implementing Field Service Lightning (FSL201)

Course Modality

Instructor-led (classroom)

Course Level

Beginner

Course Time

3 days

Course Language

English

Course Overview

In this hands-on course, you will learn about Field Service Lightning components and even have the opportunity to implement Field Service Lightning for AW Computing, our fictitious company. Through discussion and interactive exercises, you will discover details of Field Service Lightning functionality, what you need to know prior to setting it up, and the steps required to successfully implement it.

Prerequisites

   There are no prerequisites for this course.

Intended Audience

This course is recommended for Implementation Consultants and Salesforce Administrators either working with, or for, organizations deploying Field Service Lightning. You should have a solid understanding of Salesforce Administrator functionality and concepts prior to attending this course.

Why The DataTech Labs ?

Self-Paced Online Video

A 360-degree learning approach that you can adapt to your learning style

A 360-degree learning approach that you can adapt to your learning style

Engage and learn more with these live and highly-interactive classes alongside your peers

24/7 Teaching Assistance

24/7 Teaching Assistance Keep engaged with integrated teaching

Online Practice Labs

Projects provide you with sample work to show prospective employers.

Applied Projects

Real-world projects relevant to what you’re learning throughout the program

Learner Social Forums

A support team focused on helping you succeed alongside a peer community

Skill Covered

In this course, students learn how to:

  • Walk through the process of setting up Field Service Lightning.
  • Explain Field Service Lightning and its components, capabilities, and data models.
  • Know the right questions to ask prior to implementing Field Service Lightning.
  • Utilize the Dispatcher Console.
  • Understand how field technicians manage service appointments using the Field Service Lightning mobile app.

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Course Curriculum

Course Orientation

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

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

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

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

Plan for FSL

  • Ask the Essential Questions Before Setting up FSL

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

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

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

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

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

Review and Resources

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

Recommended Exams

salesforce-certified-professional

Field Service Lightning Consultant

The Salesforce Field Service Lightning Consultant credential is designed for individuals who have proven experience with the administration and configuration of Salesforce and are capable of consulting with customers on field service operations.

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