Salesforce Field Service Lightning Practice Exam

What is a guideline when linking work orders to assets?

1. If a work order is related to an asset, do not link it.

2. Link work orders to cases for tracking.

3. You should always link work orders to entitlements.

4. Do not track periodic maintenance.

The correct answer is: Link work orders to cases for tracking.

Linking work orders to cases fosters better tracking of service requests and issues associated with specific products or assets. When a work order is created, it often stems from a request for service that is documented through a case, which provides context about the issue being addressed. By linking the two, teams can easily reference the original case to gather crucial information about customer interactions, product history, and any previous resolutions. This connection promotes a comprehensive approach to customer service, ensuring that any additional concerns or relevant history are readily accessible to the technician handling the work order. The option about linking work orders to cases emphasizes the importance of maintaining a clear and organized record of customer interactions and service requests, enhancing both service efficiency and customer satisfaction. Recognizing this relation is essential for effective case management in Salesforce Field Service Lightning, as it enables teams to develop a thorough understanding of customer needs and service history.