Universal Containers (UC) wants to deploy Knowledge to its field team,
How should UC ensure its Technicians can access Knowledge Articles offline?
A. Use Work Types to assign associated Articles to Work Orders.
B. Write a workflow that associates Articles to Work Orders based on a pickiist on the jork
Order.
C. Use the Salesforce mobile app with deep linking to the Salesforce Field Service mobile
app.
D. Create a custom mobile app that syncs articles based on Service Appointment
assignments
B. Write a workflow that associates Articles to Work Orders based on a pickiist on the jork
Order.
Explanation:
Articles are records that contain information or instructions about products, services, or
processes[168]. Work Orders are records that track customer requests for service such as
repairs or maintenance[169]. Writing a workflow that associates Articles to Work Orders
based on a picklist on the Work Order would allow Universal Containers to ensure its
Technicians can access Knowledge Articles offline by creating a workflow rule that triggers
when a picklist value on the work order is selected and adds the relevant articles to the
work order related list[170]. Using Work Types to assign associated Articles to Work
Orders would not work because Work Types are records that define the standard tasks and
duration for a specific type of work and do not have a direct relationship with articles[171].
Using the Salesforce mobile app with deep linking to the Salesforce Field Service mobile
app would not work because deep linking is a feature that allows launching one app from
another app and does not affect offline access[172]. Creating a custom mobile app that
syncs articles based on Service Appointment assignments would not work because it
would require additional development and maintenance and would not leverage the
existing Salesforce Field Service mobile app features[173].