Salesforce Field Service Lightning Practice Exam

Why might you need to link a work order to a case?

1. To avoid duplicate entries

2. To track the issue's progress

3. To cancel the work order

4. To generate automatic reports

The correct answer is: To track the issue's progress

Linking a work order to a case is typically done to track the progress of the issue being addressed. When a work order is associated with a case, it creates a clear connection between the service request (the case) and the actions taken to resolve it (the work order). This linkage enables technicians and customer service representatives to monitor the status of the service being provided, manage resources effectively, and ensure that the customer is kept informed throughout the resolution process. By tracking the progress, stakeholders can see how work orders are progressing in relation to the case's lifecycle, leading to better communication with the customer and improved service management. This connection is crucial for maintaining service standards and keeping detailed records of service history that can be referenced in future scenarios. The other options do not accurately reflect the primary purpose of linking work orders to cases. Avoiding duplicate entries primarily relates to data integrity rather than progress tracking. Cancelling a work order does not require it to be linked to a case, and while generating automatic reports can be beneficial, it does not serve as the main reason for linking these two entities.