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Course Overview
Discover how to resolve field service calls faster and boost employee productivity in the field with Salesforce Field Service. In this 3-day instructor-led course, learn how to prepare for setting up Salesforce Field Service, as well as the steps it takes to successfully implement it for your organization. Plus, you’ll get practical with an implementation that directly translates to your own org’s setup.
Who Should Attend
- This course is designed for consultants and Salesforce administrators who are responsible for implementing Salesforce Field Service solutions for an organization. This is also a great course for anyone interested in earning their Field Service Consultant credential.
Course Objectives
- 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.
Course Outline
1. Course Introduction
- Discover the Course
- Review the Certification
- Define Salesforce Field Service
2. Introduction to Salesforce Field Service
- Define Field Service Components
- Understand Field Service Capabilities
- Outline its Data Model
3. Initial Configuration
- Navigate the Settings Tab
- Build Profiles, Licenses, Permission Sets
4. Main Elements
- Establish Operating Hours
- Outline Service Territories
- Generate Work Orders
- Assign Locations
- Organize Products
5. 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
6. Contractors
- Assess Contractor Capacity
- Determine Scheduling Preferences
- Outline the Service Appointment Lifecycle
7. Dispatcher Console
- Navigate the Dispatcher Console
- Manage Service Appointments
- Build a Gantt Chart and Filters
8. Field Technician Mobility
- Follow a Business Flow
- Determine User Roles and Tasks
- Access the Field Service Mobile App
- Generate Reports