Service technicians at AW Computing use the Field Service mobile application when in the
field. The technicians rely on Knowledge articles to assist them with completing assigned
work.
How should the solution be configured to ensure technicians can access relevant
Knowledge articles?
A. Create a quick action on the work order to search the Knowledge base.
B. Attach the relevant articles to the work order or work order line items.
C. Update the Service Appointment page layout to include the Articles related list.
D. Add the Knowledge Lightning component to the Field Service mobile app.
B. Attach the relevant articles to the work order or work order line items.
Explanation:
Attaching relevant articles to the work order or work order line items allows
technicians to access them offline using the Field Service Mobile App. Creating a quick
action on the work order to search the Knowledge base would not ensure offline access, as
it would require an internet connection to perform the search. Updating the Service
Appointment page layout to include the Articles related list or adding the Knowledge
Lightning component to the Field Service Mobile App would not be effective, as technicians
use the Work Order Line Item Card in the Field Service Mobile App to view their assigned
tasks. References: