Module 1: Field Service Lightning Overview

• FSL product architecture: dispatcher console, mobile app, and managed package
• FSL data model: work orders, service appointments, and resources
• Service territories: hierarchical territory structure and operating hours
• FSL managed package installation and initial configuration
• FSL permission sets and user setup
• FSL licensing and Field Service Consultant certification pathway

Module 2: Work Order Management

• Work order creation: from cases, assets, and manual creation
• Work types: standard duration, skills, and required products
• Work order line items: task breakdown within work orders
• Service appointments: scheduling units linked to work orders
• Priority management: priority matrix for service triage
• SLA and entitlement integration with work orders

Module 3: Resource & Skill Management

• Service resource setup: technician profiles and resource types
• Skills: defining skills and assigning to service resources
• Skill requirements on work types and work orders
• Absence management: time off and resource availability
• Resource capacity: availability windows and working hours
• Crews: managing multi-technician job assignments

Module 4: Scheduling & Optimisation

• Dispatcher console: map view, Gantt view, and unscheduled appointments
• Manual scheduling: drag-and-drop appointment assignment
• Scheduling policies: work rules and field service objectives
• Appointment booking: customer self-scheduling and chatbot integration
• Optimisation: global optimisation and in-day optimisation
• Emergency work insertion: priority rescheduling for urgent jobs

Module 5: Field Service Mobile App

• FSL mobile app configuration: layouts and actions
• Offline capabilities: working without connectivity in the field
• Mobile flows: guided steps for technicians on-site
• Knowledge integration: access to knowledge articles in the field
• Parts requests and inventory management from mobile
• Signature capture and job completion workflows

Module 6: Asset & Inventory Management

• Asset management: asset hierarchy and maintenance tracking
• Maintenance plans: preventive maintenance scheduling
• Product consumed: tracking parts and materials used on jobs
• Product requests and product transfers between locations
• Return orders: managing returned parts and warranty claims
• Asset 360 integration for connected asset monitoring

Module 7: Analytics & Performance Management

• FSL standard reports: technician utilisation and SLA compliance
• Dispatcher dashboards: real-time field operations visibility
• Service analytics: customer satisfaction and first-time fix rate
• Work order analytics: job completion time and backlog management
• Field Service Intelligence for advanced analytics
• KPI benchmarking: industry standards for field service performance

Module 8: Integration, Advanced Features & Certification

• IoT integration: connected devices triggering work orders automatically
• Contractor management: external workforce in FSL
• Visual Remote Assistant: AR-powered remote support integration
• FSL integration with ERP and inventory management systems
• Field Service Consultant certification: exam domains and preparation
• End-to-end FSL implementation case study

Salesforce Field Service Consultant Certified Experts Our FSL instructors hold the Salesforce Field Service Consultant certification and have implemented Field Service Lightning for utilities, telecommunications providers, medical device companies, and facilities management organisations managing thousands of mobile technicians.

Field Operations Domain Knowledge Several trainers have worked in field service operations — as dispatchers, service managers, and operations directors — before becoming Salesforce consultants. This operational background ensures FSL configuration decisions are grounded in real-world field service realities.

Scheduling Optimisation Specialists FSL's scheduling optimisation engine is complex but transformative. Our instructors specialise in configuring scheduling policies, work rules, and field service objectives that genuinely improve technician utilisation and customer SLA compliance.

Mobile Workforce Technology Experience With experience implementing FSL alongside IoT platforms, asset management systems, and ERP integrations, our trainers provide a complete picture of the connected field service ecosystem that modern service organisations are building.

Change Management for Field Teams Rolling out new mobile technology to field technicians is a significant change management challenge. Our instructors have managed FSL rollouts to hundreds of field workers, and share practical advice on training, adoption, and change management throughout the course.