Week 0 - Course Pre requisites
Watch the Demo, Complete the Trail and Prepare the org for exercises
Read - Mandatory Pre requisites
Prerequisites: Salesforce Certified Administrator credential and Salesforce Certified Service Cloud Consultant credential
Read - Exam Guide
Review the Exam Guide thoroughly to understand which topics to be covered and their weighting
Week 0 - Refresh Service Cloud Knowledge
Refresh your Service Cloud Knowledge
Request Training Org for Practice
Some of the steps with the workbook might have been already performed in this org. in those scenarios please verify the steps and skip thru.
Download Exercises Workbook
Please download the Exercises Workbook and use it along with "Hands On" Tasks
Download Presentation Deck
Please download the Presentation Deck and use it along with "Read" Tasks
Hands On - Prepare Training Org
Complete the org setup as described in the Exercises Workbook (exercises I - X)
Week 1 - Introduction
Course Material is structured as follows - Watch, Read and Hands-on FYI. Just a Header, No need to Mark this as Completed.
Read - Introduction
Read thru Slide 1-49: Object Model, Operating Hours, Skills&Work Types, Guided Setup, Licensing, Service Resources, Service Territories
Hands On - Exercise 1-6
Hands On - Exercise 1-6: Operating Hours, Create a Skill, Create Work Type, Use The ‘Guided Setup, Create Resources
Week 2 - Scheduling & Optimization
Course Material is structured as follows - Watch, Read and Hands on FYI. Just a Header, No need to Mark this as Completed.
Watch - Scheduling Logic
Optimization engine allows service operations to automate scheduling processes while aligning system's behavior with organizational KPI's.
Watch - Work Rules
Serves as yes/no qualifiers and narrow down the mobile resource list to the select few who technically got what it takes to get the job done
Watch - Service Objectives
Service Objectives will help to define the most optimal resource for the job
Watch - Appointment Booking
Appointment Booking feature lets you offer truth-based graded appointment slots
Watch - Emergency Dispatch
Allows scheduling of resources to new urgent work even if they currently have other work assigned.
Read - Scheduling Logic
Read thru slides 50 - 99: Scheduling Logic, Global Actions, Appointment Booking, Emergency Dispatch, Contractors
Hands On - Exercises 7-12
Hands On - Exercises 7-12: Scheduling Policies, Appointment Booking, Emergency Dispatch, Contractors and Status Transitions
Week 3 - Inventory Management & Mobile
Course Material is structured as follows - Watch, Read and Handson FYI. Just a Header, No need to Mark this as Completed.
Watch - Global Optimization
Global Optimization is a powerful and intelligent capability that enables the creation of most efficient schedules
Read - Inventory Management & Mobile
Read thru Slides 100-218: Inventory Management, Mobile, Preventive Maintenance, APIs, FSL Administration and Bulk Scheduling
Hands On - Exercises 13-18
Hands On - Exercises 13-19: Inventory, Mobile, Service Reports, Indoor Service Business Line, Sharing, Bulk Scheduling
Reference
Reference Section - Previous recordings, Reference Guides, Release Highlights, where to go for additional content.
Get on the Road with Field Service
Learn how Field Service can help you manage all the moving parts of a successful field service center.
Read - Complete Guide to Field Service
Popular on the must-read list for FSL Certification Preparation.
Read - Developer Guide
Reference purpose during Project Implementation. Not required for Certification. Describes Objects, Fields, Apex Code Samples and much more.
Watch Field Service Office Hours Recordings
All Field Service Office Hours Recordings - Micro Topics
