Salesforce Field Service Lightning Practice Exam

What is an entitlement in the context of FSL?

1. Entitlements are resources available for dispatch

2. Entitlements indicate the time each customer is entitled to

3. Entitlements are related to the scheduling of appointments

4. Entitlements define the service region of the technician

The correct answer is: Entitlements indicate the time each customer is entitled to

In the context of Field Service Lightning (FSL), entitlements are a way to manage and define the level of service that a customer is entitled to receive. This includes important aspects such as the response time for service requests, the types of service covered under warranty or service agreements, and the maximum number of service visits allowed within a given time frame. The concept emphasizes tracking customer service guarantees and obligations, ensuring that technicians and service providers meet the expected service levels. By associating entitlements to accounts and cases, organizations can provide a structured approach to service delivery that aligns with customer expectations and contractual obligations. Understanding entitlements is crucial for effective service management, as they help organizations prioritize resources and handle customer requests in accordance with the agreed-upon service levels. This approach supports customer satisfaction by ensuring that the service commitments are met consistently.