Salesforce Field Service Lightning Consultant Interview Questions

The Salesforce Certified Field Service Lightning Consultant program goal is to verify certified implementation consultants, partners, and administrators’ abilities to deploy Field Service Lightning to a company. The course is for consultants with prior Salesforce Service Cloud and Field Service Lightning implementation experience. After passing the Salesforce Certified Field Service Lightning certification exam, you’ll be able to use the Field Service Lightning product, managed package, and Field Service Lightning Mobile application to create and deploy solutions that support customer business processes and needs.

As a Consultant, you have to have field service industry experience, mobile solution expertise, and a solid understanding of the Salesforce core object model.  Now, let us look at Salesforce Field Service Lightning Consultant Interview Questions and see what types and patterns you can deal with.

Advanced Interview Questions

Can you explain Field Service Lightning and its purpose?

Field Service Lightning is a salesforce product that provides a comprehensive solution for managing field service operations. It is designed for service technicians, managers, and dispatchers who are responsible for managing on-site service requests.

The purpose of Field Service Lightning is to streamline the process of handling service requests from start to finish. It allows organisations to schedule and dispatch technicians to job sites, track work orders in real-time, manage inventory, and access customer data. The platform also provides tools for tracking and managing customer interactions, so that service providers can offer high-quality service and build strong relationships with their customers.

In short, Field Service Lightning is a powerful tool that helps organizations improve their field service operations and provide excellent customer service. It helps increase efficiency, productivity, and customer satisfaction, and can have a significant impact on an organization’s bottom line.

What are the key features of Field Service Lightning?

Field Service Lightning is a cloud-based platform that offers a comprehensive suite of tools and features to manage and optimize field service operations. Some of the key features of Field Service Lightning are:

Mobile app: The platform provides a mobile app that enables field technicians to access job information, customer details, and other essential information from their mobile devices.

Scheduling and dispatch: The platform offers robust scheduling and dispatch capabilities to manage work orders, appointments, and resource allocation. Technicians can be scheduled and dispatched to jobs based on their availability, skill set, and location.

Real-time updates: Field Service Lightning provides real-time updates to customers and field technicians about job status and progress. Technicians can update job status, add notes, and attach photos from the field.

Resource Management: The platform offers tools to manage resources, including technicians, equipment, and inventory. Technicians can access inventory levels and order parts directly from the mobile app.

Customer Management: Field Service Lightning provides customer management tools to manage customer information, service history, and billing details. The platform integrates with Salesforce CRM to provide a unified view of customer information.

Asset Management: The platform provides tools to manage assets, including equipment, machinery, and other physical assets. Technicians can access asset information and history, including maintenance and repair records.

Reporting and analytics: Field Service Lightning provides a suite of reporting and analytics tools to monitor and evaluate key metrics, including technician productivity, customer satisfaction, and job completion time.

In conclusion, Field Service Lightning is a powerful platform that provides a comprehensive set of tools to manage and optimize field service operations. The platform offers mobile app access, real-time updates, customer and asset management, resource scheduling, and reporting and analytics capabilities to enhance field service efficiency and effectiveness.

How does Field Service Lightning integrate with other Salesforce products?

Field Service Lightning is a service management solution from Salesforce that provides businesses with a centralized platform for scheduling and managing field technicians, tracking inventory and resources, and monitoring customer interactions. The platform integrates with other Salesforce products to provide a seamless and unified customer experience, enhance collaboration among teams, and streamline business operations.

Here are some ways that Field Service Lightning integrates with other Salesforce products:

1. Sales Cloud: Field Service Lightning integrates with Sales Cloud, Salesforce’s CRM platform, to give service technicians access to customer information and account history, as well as to provide customer service teams with real-time updates on field service activities.
2. Community Cloud: Field Service Lightning integrates with Community Cloud, a platform for creating and managing customer communities. This integration allows customers to create service requests, track service progress, and access service history through a customer-facing portal.
3. Marketing Cloud: Field Service Lightning integrates with Marketing Cloud, Salesforce’s marketing automation platform, to provide businesses with a 360-degree view of customer interactions and to help target and personalize marketing campaigns.
4. Service Cloud: Field Service Lightning integrates with Service Cloud, a customer service platform, to provide customer service teams with real-time updates on field service activities, as well as to enable customers to track service requests and view service history through a customer-facing portal.
5. Einstein Analytics: Field Service Lightning integrates with Einstein Analytics, Salesforce’s AI-powered analytics platform, to provide businesses with insights into field service operations, including resource utilization, customer satisfaction, and performance trends.
6. IoT Cloud: Field Service Lightning integrates with IoT Cloud, Salesforce’s Internet of Things (IoT) platform, to enable businesses to monitor and manage connected devices and to receive real-time alerts on device health and performance.

Overall, the integration of Field Service Lightning with other Salesforce products provides businesses with a unified, end-to-end service management solution that streamlines operations, enhances customer experiences, and helps organizations achieve their business goals.

Can you walk me through the process of setting up a new service territory in Field Service Lightning?

Here is the process of setting up a new service territory in Field Service Lightning:

1. Start by logging into your Salesforce account and navigating to the Field Service Lightning setup page.
2. Go to the “Service Territories” section, and click on “New Service Territory.”
3. Give your new service territory a name and description.
4. Determine the type of territory you want to create. There are three options available:
   • Zip code-based territories,
   • Customizable, territory-based territories,
   • and Latitude/longitude-based territories.
5. For Zip code-based territories, enter the zip codes that you want to include in your territory. You can add multiple zip codes by clicking on “Add Row.”
6. For Customizable, territory-based territories, you can use the mapping feature to draw the territory. You can use the zoom and pan features to get a better view of the map, and draw a boundary by clicking on the map. You can also add multiple territories.
7. For Latitude/longitude-based territories, enter the latitude and longitude coordinates for the boundaries of your territory. You can add multiple boundaries by clicking on “Add Row.”
8. Once you have defined your territory, you can assign a group of technicians to it. This will allow you to automatically assign work orders and other service requests to technicians who are assigned to the same territory.
9. Finally, click “Save” to create your new service territory.

That’s the process of setting up a new service territory in Field Service Lightning. You can repeat these steps to create as many territories as you need for your service business.

How do you manage and track inventory using Field Service Lightning?

Field Service Lightning (FSL) is a tool that helps manage inventory and track stock levels in real-time. It provides a comprehensive solution for managing stock levels, product information, and purchase orders, among others. Here are the steps to manage and track inventory using Field Service Lightning:

1. Product information management: FSL allows you to manage product information such as product descriptions, pricing, and SKU codes. This information is used to track stock levels and help make informed purchasing decisions.
2. Stock level tracking: FSL tracks stock levels in real-time, allowing you to monitor the stock levels of different products and ensure that you have enough inventory to meet customer demand.
3. Purchase order management: FSL provides an easy way to manage purchase orders and track the status of each order. This information helps you make informed purchasing decisions and ensure that you have the products your customers need in stock.
4. Mobile access: Field Service Lightning provides mobile access to inventory and stock level information. This allows you to access this information from anywhere, including the field, and make informed decisions quickly and easily.
5. Reporting and analysis: FSL provides a range of reporting and analysis tools that allow you to view stock levels, sales data, and other key performance indicators. This information helps you make informed decisions about inventory management and improve your overall operational efficiency.

Overall, Field Service Lightning provides a comprehensive solution for managing and tracking inventory, which helps you maintain accurate stock levels and make informed purchasing decisions.

Can you explain the role of dispatch and scheduling in Field Service Lightning?

Field Service Lightning is a Salesforce platform that is designed to help field service organizations manage their mobile workforce. Dispatch and scheduling play a crucial role in this platform, as they help companies optimize their resources and ensure that their field service technicians are dispatched efficiently.

Dispatch: Dispatch is the process of assigning technicians to specific jobs or work orders. In Field Service Lightning, the dispatch process is automated, which helps to reduce the manual effort required to manage field service operations. The platform provides a comprehensive dispatch dashboard that allows dispatchers to see the status of all technicians in real-time, including their location, current workload, and availability. Dispatch managers can then assign technicians to work orders based on their current status, availability, and skill set.

Scheduling: Scheduling is the process of planning and allocating resources for specific jobs. Field Service Lightning provides a powerful scheduling engine that enables organizations to schedule technicians for specific work orders, appointments, and tasks. The platform integrates with calendars and maps to provide dispatchers with real-time visibility into the location and status of technicians, allowing them to optimize the dispatch and scheduling process. Additionally, the platform provides advanced scheduling features such as resource optimization, appointment booking, and conflict resolution, which help organizations to manage their resources more effectively.

In conclusion, Dispatch and scheduling play a critical role in Field Service Lightning as they help organizations to optimize their resources and ensure that their field service technicians are dispatched efficiently. The platform provides a comprehensive dispatch dashboard and a powerful scheduling engine, which enable organizations to manage their field service operations more effectively and efficiently.

Can you give an example of how you have customized a schedule board in Field Service Lightning?

Field Service Lightning is a powerful tool that allows you to schedule and manage field service technicians, resources, and work orders efficiently. Customizing a schedule board in Field Service Lightning gives you more control over how you want to view and manage your field service operations.

One of the customization options in Field Service Lightning is to create a new schedule board. A schedule board can be created by selecting a set of resources, such as technicians, equipment, and work orders, and arranging them in a custom view that meets your specific needs. You can also choose the date range, groupings, and columns to display, such as resource name, work order number, or job type.

For example, you can create a custom schedule board for your technicians that shows all of their scheduled work orders for the next week, grouped by technician and ordered by the start time of the work order. This can help you quickly see who is working on what, when, and where, and make any necessary adjustments to your schedules.

Additionally, you can also add custom columns to your schedule board to display important information, such as the customer name, location, or job type. This can give you a more comprehensive view of your field service operations and help you make more informed decisions.

In conclusion, customizing a schedule board in Field Service Lightning is a great way to improve your visibility into your field service operations, streamline your schedules, and manage your resources more effectively.

How do you handle dispatch optimization in Field Service Lightning?

Handling dispatch optimization in Field Service Lightning requires a systematic approach. The following are the steps to optimize dispatch in Field Service Lightning:

1. Work Order Prioritization: Prioritize work orders based on the urgency of the job, customer priority, and skills required for the job. This helps to ensure that the most critical work orders are dispatched first.
2. Resource Optimization: Optimize the utilization of resources by assigning technicians to work orders based on their proximity, availability, and skillset. This helps to minimize travel time and maximize the productivity of technicians.
3. Route Optimization: Plan the most efficient routes for technicians to minimize travel time and reduce fuel costs. This can be done using routing software or manually.
4. Real-time Monitoring: Use real-time monitoring to track the progress of technicians and make any necessary adjustments to work orders. This helps to ensure that work orders are completed on time and to the satisfaction of customers.
5. Customer Feedback: Gather customer feedback to determine their level of satisfaction with the dispatch process. This information can be used to make improvements to the dispatch process and ensure customer satisfaction.
6. Analytics and Reporting: Use analytics and reporting to track the performance of the dispatch process and identify areas for improvement. This helps to ensure that the dispatch process is efficient and effective.

By following these steps, organizations can effectively handle dispatch optimization in Field Service Lightning and improve the overall efficiency and productivity of their field service operations.

Can you discuss the process of creating and managing work orders in Field Service Lightning?

Field Service Lightning is a service management solution that helps organizations manage their field service operations. One of the key components of this solution is the ability to create and manage work orders. The process of creating and managing work orders in Field Service Lightning can be broken down into several steps:

1. Define Work Types: The first step in creating work orders is to define the types of work that will be performed. This can be done by creating work type records in Salesforce. Work types define the type of service to be performed, the skills required, and the estimated time to complete the job.
2. Create Work Orders: Once work types have been defined, work orders can be created. Work orders are created by entering the required information, such as the customer name, the work type, and the location of the job.
3. Dispatch Work Orders: Once work orders have been created, they can be dispatched to field technicians. Field technicians are selected based on their skills and availability. The work order is then assigned to the selected technician, and the technician is notified of the job.
4. Monitor Work Orders: Once work orders have been dispatched, they can be monitored in real-time. This allows managers to see the status of each work order, including the progress of each job and the time remaining to complete the job.
5. Update Work Orders: During the course of a job, technicians can update the work order with additional information, such as the time spent on the job, the materials used, and any issues encountered. This information is then updated in real-time and can be viewed by managers and other stakeholders.
6. Close Work Orders: Once a job has been completed, the work order can be closed. This marks the job as complete, and all relevant information is saved for future reference.
7. Reporting and Analytics: Work order data can be analyzed to identify trends, performance metrics, and areas for improvement. This information can be used to optimize field service operations, improve the customer experience, and increase overall efficiency.

In conclusion, the process of creating and managing work orders in Field Service Lightning is a simple and efficient way to manage field service operations. By automating work order management, organizations can streamline their operations, improve efficiency, and increase customer satisfaction.

How do you use analytics to track and evaluate field service operations in Field Service Lightning?

To track and evaluate field service operations in Salesforce Field Service Lightning (FSL), you can use the following analytics features:

1. Dashboards: Create customised dashboards with key metrics like response time, resolution time, and field technician productivity to get real-time insights into the performance of your field service operations.
2. Reports: Generate reports that provide detailed insights into your field service operations. Use report filters to create reports based on specific time periods, service territories, and field technicians.
3. Metrics: Use pre-built metrics like work order completion rate, first-time fix rate, and customer satisfaction to get an understanding of how your field service operations are performing.
4. Einstein Analytics: Use Einstein Analytics to create custom dashboards and reports with interactive data visualisations. This tool provides advanced analytics capabilities like predictive modelling and real-time insights into field service operations.

To track and evaluate your field service operations effectively in FSL, it’s important to set up your metrics and dashboards to reflect your business objectives, regularly monitor performance, and make data-driven decisions to improve your operations.

Basic Interview Questions

1. What is the purpose of syncing services and Resource absences?

When you create events and request meetings from your Salesforce calendar, you can keep an accurate view of your services and resource availability by syncing services and resource absences to or from calendar events. The events can then be synchronized between Salesforce and external calendars.

2. What guidelines should you keep in mind while creating Service Resources?

When creating service resources, follow these guidelines:

• To create a service resource that represents a user, select the user in the User lookup field and select a Resource Type of Technician.
• To create a service resource that represents a service crew, select the crew in the Service Crew field and select a Resource Type of Crew. Service resources that are crews can’t activate unless the crew has at least one active member.

3. How do you deactivate a service resource?

It is not possible to deactivate service resources that belong to service teams. If you deactivate a service resource, make sure to update any records that link to it. If a deactivated service resource was a necessary resource for an account, for example, update that account to avoid scheduling conflicts.

4. How do you assign Warranty Terms to a product?

Assign Warranty Terms to a Product

• Navigate to the Product, and from the Warranty Terms related list, click New.
• Search for a warranty term.
• Choose whether this warranty term applies to the product or product family.
• Save the record.

5. What are Linked Articles?

A linked article is a Knowledge article that is linked to a work order, a line item on a work order, or a job type.

6. How do you View an Attached Article?

The Articles related list, Knowledge Lightning component, and Knowledge One console widget all display articles that have been attached. By clicking on the title of an article, you may see it. You can navigate to associated articles from the record feed if feed tracking for linked lists is enabled.

7. What are Work Plans?

Work plans are a set of instructions that show front-line and back-office employees how to execute a task. Field service staff can accomplish tasks more quickly, reliably, and with less guesswork by following the processes in work plans. You can find work plans can on a work order or a line item on a work order. Each plan includes a set of work steps in a logical order.

8. What are Maintenance Plans?

Maintenance plans specify the frequency of maintenance visits and produce work orders for subsequent visits. To put it another way, maintenance plans make it easy to automate the issuance of work orders for routine maintenance visits.

9. Define Milestone Tracker.

The milestone tracker provides countdowns for active and overdue milestones, as well as a complete view of forthcoming and completed milestones. You can Add it to the case feed, work order feed, a custom page, or the Service Console.

10. How does a Milestone Tracker work?

The milestone is symbolised by a green circle when it is in progress. As time passes, the circle becomes smaller and smaller. The remaining time is displayed in the circle’s centre. The circle becomes red when the deadline for completing the milestone has passed. The amount of time the milestone has been past due is represented in the circle’s centre. If a milestone has more than 24 hours left, the countdown displays in days (for example, 1d). The countdown format changes to hours/minutes/seconds when there are less than 24 hours left.

11. Why and how to add validation rules to milestones?

We Add validation rules to milestones to prevent users from updating milestones unless certain criteria are met.

1. From the object management settings for case milestones, go to Validation Rules.
2. Click New.
3. Enter the rule details.
4. Save your changes.

12. What are Entitlement Processes?

Entitlement procedures are timetables that detail all of the actions (or milestones) that your support team must perform in order to resolve support records such as cases or work orders. Each process comprises the logic needed to figure out how to enforce the appropriate service level for your clients.

13. Define Service Contracts.

Service contracts in Salesforce represent a customer support agreement between you and your customers. You can use them to represent subscriptions, service level agreements (SLAs), and other types of customer support.

14. When do you use Service Contracts?

Use service contracts if:

• You want to define specific service levels for your customers, such as subscriptions and service level agreements.
• Your customers’ entitlements are renewed at the contract level. In other words, your business processes allow you to create an entitlement for a customer only if they have an active service contract.

15. What are Assets?

Assets reflect the individual products that your consumers have purchased, whereas products represent the items that your company sells. Assets have a serial number, a purchase date, and other details about a specific sale. Further, assets can represent competitor products that your consumers have or versions of your products, depending on how your company uses them.

16. Give some benefits of Assets.

Asset hierarchies can be used to depict products with several components, and a tree grid of an asset’s hierarchy can be viewed on the asset’s detail page. Assets can be linked to cases, work orders, maintenance plans, entitlements, and contract line items on the support side, making it simple to track an asset’s progress from production through retirement.

17. What is Omni-Channel Route?

Omni-Channel is a very customizable feature that you can set up declaratively, without having to write any code. you Use Omni-Channel to manage work item priorities, making it simple to quickly route essential work items to agents. Manage your agents’ capacity to accept work items so that they are only given the number of tasks that they can handle. You can also specify which agents are allowed to work on particular types of assignments.

18. Define Dispatcher Console.

The Field Service dispatcher console is the main working space for dispatchers. It features a dynamic map and a highly customizable Gantt chart showing upcoming appointments, active team members, and more.

19. What actions can you perform on the appointment lists?

From the appointment list, you can:

• View the scheduling policy that’s currently applied, and apply a new one
• Select the date fields that are considered when filtering appointments to show on the Gantt
• Customize the Gantt’s time frame by adjusting its horizon or opting to make the appointment list match the Gantt’s date range
• Schedule and dispatch service appointments
• Optimize your schedule
• Flag and unflag appointments
• Filter the appointment list based on a search query or appointment status

20. What are the limitations of Multiday Scheduling?

• Multiday scheduling has the following limitations:
  • A service resource can’t assign to any other appointment during a multiday service appointment.
  • Multiday service appointments that overlap with other appointments don’t trigger the Fix Overlaps action.
  • Further, multiday service appointments can’t be assigned to capacity-based service resources. And, multiday service appointments can’t span more than eight weeks.
  • The combination of multiday scheduling and complex work isn’t supported. If a multiday service appointment has a scheduling dependency, its Scheduled End date isn’t calculated when the appointment is scheduled.

21. Why does Salesforce use data integration rules?

Salesforce uses data integration rules to periodically refresh these three fields namely longitude, latitude and GeocodeAccuracy

• Longitude- Is The longitude of the street address.
• latitude- Is The latitude of the street address.
• GeocodeAccuracy- Is the The accuracy of the latitude and longitude.

22. What is Field Service?

You obtain access to a set of standard Salesforce objects when you enable Field Service. Custom objects are included in the Field Service managed package to support the scheduling and optimization features.

23. What does a Map Polygon represent?

Map Polygon is a custom polygon, which typically represents a service territory.

24. Define Optimization run time?

• Optimization run time corresponds to the thoroughness of a scheduled optimization job. The higher the run time, the closer you get to an optimal schedule.
• To set your preferred optimization run time, from the App Launcher, find and open the Field Service Admin app. Click Field Service Settings | Optimization | Logic. In the Optimization run time per service appointment field, select Low, Medium, or High, and save your changes.

25. What is the Signature Type Field?

The function of the individual signing a service report is specified in the Signature Type column. The type guarantees that your service reports are signed by the correct individual. When performing preventative maintenance, for example, you want both the customer and the mobile worker to sign the final service report. The signatures attest to the fact that both parties satisfies with the job.

26. What is an Inventory?

Product items represent your inventory. Each product item is linked to a storage location, such as a van or warehouse, and to a specific product, indicating the item being stored. We Create product items so you can track inventory usage and restock when necessary.

27. How can Return Order be related to a Product request?

If the return order tracks the return of unused products or products that need to be fixed or replaced, it can be linked to a product request. For example, to prepare for a field visit, a mobile worker generates a product request for three motors. If the worker discovers that only two motors are necessary, they can place a return order for the third to return to the original site, along with a product request in this area.

28. What is a Primary Territory?

The primary territory is typically the territory where the resource works most often—for instance, near their home base. Resources can have only one primary territory. If a Match Territory work rule is included in the applied scheduling policy, the resource can be assigned only to appointments in their primary or relocation territories.

29. Define Secondary territories?

Secondary territories are territories where the resource can assign appointments if necessary. A resource can have more than one secondary territory.

30. What are Relocation Territories?

Relocation territories are temporary moves that serve as the major territory during scheduling during their active dates. If the implemented scheduling policy includes a Working Territories work rule, the resource can be assigned to appointments in their secondary territories as well.

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