Salesforce Field Service Lightning Practice Exam

What are linked articles in Field Service Lightning?

1. Knowledge articles attached to service appointments

2. Knowledge articles attached to work orders

3. Reports associated with work orders

4. Notifications related to service resources

The correct answer is: Knowledge articles attached to work orders

Linked articles in Field Service Lightning refer to knowledge articles that are attached to work orders. This functionality enhances the service experience by providing technicians with access to relevant information and resources that can assist them in resolving issues more effectively during their field operations. When knowledge articles are associated with work orders, they help streamline the process by delivering critical information that technicians need on-site. This can include troubleshooting guides, installation instructions, or product specifications, which can significantly improve first-time fix rates and overall customer satisfaction. While knowledge articles can indeed be used in various contexts, in the specific context of Field Service Lightning, their linkage to work orders is pivotal for ensuring that technicians have easy access to the information they need to successfully complete their tasks. Other options, such as knowledge articles attached to service appointments or reports associated with work orders, do not capture the specific purpose and functionality of linked articles within the system.