Gedetailleerde cursusinhoud
Module 1: Course Orientation
- Course Introduction
- Certification Overview
- Field Service Lightning (FSL) Definitions and Video
Module 2: 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
Module 3: 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
Module 4: 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
Module 5: Plan for FSL
- Ask the Essential Questions Before Setting up FSL
Module 6: 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
Module 7: 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
Module 8: 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
Module 9: 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
Module 10: 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
Module 11: Review and Resources
- Test Your Knowledge with FSL Review Questions
- Access FSL Resources