Salesforce Field Service Interview Questions and Answers. Salesforce Field Service (SFS) formerly known as Field Service Lightning (FSL) is a powerful, highly customizable and mobile-friendly field service application built natively on Salesforce Platform.

Q1. What is Field Service Management?

Field Service Management (FSM) refers to the management of a company’s resources employed at or en route to the property of clients, rather than on company property. Examples include locating vehicles, managing worker activity, scheduling and dispatching work, ensuring driver safety, and integrating the management of such activities with inventory, billing, accounting and other back-office systems.

Q2. What are the key Field Service Roles?

 In Field service, there are generally four roles administrators, agents, dispatchers, and mobile workers, or people who make service calls.

AdministratorSets up field service features according to their unique business needs. Set up includes installing the Field Service managed package and Field Service mobile app
AgentTakes customer service calls and requests field service appointments via work orders, which list the skills and parts that are needed
DispatcherAssigns and manages the service appointments. The dispatcher console included in the managed package helps dispatchers schedule, optimize, and dispatch service appointments from one screen
Mobile Worker or TechnicianManages their service appointments. Their tasks include closing work orders, tracking the parts they used, and providing service reports

Q3. What are the key elements of Salesforce Field Service?

The the key parts of Field Service are:

  1. Core Field Service – When you enable Field Service in your organization, admins and agents can:
    • Set operating hours, skill sets, and standard appointment requirements unique to your organization
    • Enable the Salesforce app to provide mobile access to your mobile workforce
    • Track inventory and van stock so your mobile workforce has what they need when they’re at a customer site
    • Report and analyze field service data
    • Plan, perform, and track all your field service work, from installations to repairs and maintenance
  2. Field Service Managed Package – When the managed package is installed, dispatchers can:
    • Optimize the schedule according to your organization’s scheduling policies
    • Get a bird’s-eye view of appointment lists, scheduling actions, a resource availability chart, and an interactive map in the dispatcher console
    • Integrate and maintain scheduling policies, global actions, sharing tools, and optimization rules with the administration app
  3. Field Service Mobile App – The Field Service mobile app is available for free on the App Store and Google Play. Mobile workers using the app can:
    • View their appointment schedule
    • Use Salesforce data to check on work orders, reach contacts, and verify addresses
    • Create and edit records to log work and create follow-up appointments
    • Use Chatter to collaborate with other mobile workers, managers, and dispatchers
    • Track updates with push notifications
    • View Knowledge articles to complete tricky tasks
    • Track van stock and inventory consumed to complete jobs

Q4. What are Service Territories?

Service territories typically represent geographical areas where your field service team works. Service territories are created from Guided Setup or from the Service Territories tab. Depending on how your business works, you may decide to create territories based on cities, counties, or other factors. If you plan to build out a hierarchy of service territories, create the highest-level territories first. Service territory hierarchies can contain up to 10,000 territories.

Q5. What are Service Resources?

Service resources are individual users or groups of users (known as service crews) who can perform field service work. Service Resources are assigned Skills to indicate the resource’s areas of expertise. Service Resources are assigned to Service Territories.

Service Territories which can be:

  • Primary: (One territory) Where the resource works most often—for instance, near their home base
  • Secondary: (One or more territories) Where they can be assigned to appointments if needed. Secondary territory membership dates can overlap
  • Relocation: (One or more territories) Represents a temporary move

Q6. Explain Operating Hours for Field Service.

Operating hours in Field Service can represent mobile worker hours, service territory hours, appointment arrival windows, and customer appointment time preferences. Operating hours are created using Guided Setup. Operating hours are composed of time slots, which are managed from the Time Slots related list on an operating hours record. Time slots can vary by day. A day can have multiple time slots.

Operating hours are associated with:

  • Accounts – The hours when the customer allows service appointments
  • Service Territory – The default working hours for the service territory members, unless different hours are specified on a service territory member record
  • Service Territories Members – The hours when the member (a service resource) is available to work
  • Appointment Booking – The appointment booking arrival windows offered to customers during scheduling

Q7. What Are Shifts?

Shifts let you set up work intervals that vary from day to day or week to week. You can extend or replace your operating hours with shifts. For example, if you use operating hours for your regular weekday hours, you can create shifts to define weekend on-call duties. Shifts can also replace operating hours; for example, you can create shifts for a workforce of students or contractors that don’t have regular work hours.

Q8. What is a Service Crew?

A service crew is a group of service resources whose combined skills and experience make them a good fit to work together on appointments. They are teams who can be assigned to field service appointments as a unit.

Q9. What is Work Order?

A work order represents work to be performed on your customers’ products. The work order is assigned to a Service Resource and usually a Service Appointment is created to full-fill the work order.

Q10. What are Work Types?

Work types are templates used to standardize field service work. For example, a Solar Panel installation company can create work types names Install Solar Panel, Repair Solar Panel, and Replace Solar Panel.

Skill Requirements – Skill requirements on work types represent the skills that are needed to complete the work. Work orders and work order line items inherit their work type’s skill requirements. Skill requirements are defined in the Skill Requirements related list on work type.

Required Products – Required products on work types represent the products that are needed to complete the work. Work orders and work order line items inherit their work type’s required products. Required products are defined in the Products Required related list.

Knowledge Articles – When you attach a knowledge article to a work type, the article shows up on work orders and work order line items that use the work type. For example, if you have a work type named Solar Panel Replacement, you can attach an article that explains how to replace a solar panel. 

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