Salesforce Field Service Lightning Consultant (legacy) — Question 32

Universal Containers (UC) wants to standardize the process that agents use to create and maintain Work Orders which will help new agents ramp up more quickly and improve data quality and consistency. UC wants key fields, agent instructions and best practices displayed at each step of the service process on the Work Order.

What should the Consultant implement to meet this requirement?

Answer options

• A. Enable Path for Work Orders
• B. Enable Knowledge on Work Orders
• C. Add a Lightning Component to Work Orders.
• D. Add compact layouts to Work Orders.

Correct answer: B

Explanation

The correct answer is B, as enabling Knowledge on Work Orders allows the display of key fields, agent instructions, and best practices, which directly supports the requirement for guidance and consistency. Option A, enabling Path, is more suited for guiding users through stages rather than providing detailed instructions. Option C, adding a Lightning Component, may not inherently supply the needed structured guidance. Lastly, option D, adding compact layouts, focuses on the display of fields but does not provide instructions or best practices.