Question 66 - Certified Field Service Consultant discussion

Articles are records that contain information or instructions about products, services, or processes[168]. Work Orders are records that track customer requests for service such as repairs or maintenance[169]. Writing a workflow that associates Articles to Work Orders based on a picklist on the Work Order would allow Universal Containers to ensure its Technicians can access Knowledge Articles offline by creating a workflow rule that triggers when a picklist value on the work order is selected and adds the relevant articles to the work order related list[170]. Using Work Types to assign associated Articles to Work Orders would not work because Work Types are records that define the standard tasks and duration for a specific type of work and do not have a direct relationship with articles[171]. Using the Salesforce mobile app with deep linking to the Salesforce Field Service mobile app would not work because deep linking is a feature that allows launching one app from another app and does not affect offline access[172]. Creating a custom mobile app that syncs articles based on Service Appointment assignments would not work because it would require additional development and maintenance and would not leverage the existing Salesforce Field Service mobile app features[173].

Reference: https://help.salesforce.com/s/articleView?id=sf.knowledge_article_types.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_knowledge_articles.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_types_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_mobile_deep_linking.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_mobile_overview.htm&type=5