Field-Service-Consultant Salesforce Certified Field Service Consultant (SP25) Questions and Answers

Time sheet entries are records that track the time spent by a service resource on a work order or a work order line item[28]. Time sheet entries can be associatedto work order line items or work orders using lookup fields[29]. Assigned resources are records that assign a service resource to a service appointment[30]. Service resources are records that represent the people or equipment that perform field service tasks[31]. Time sheet entries cannot be associated to assigned resources or service resources directly. References: https://help.salesforce.com/s/articleView?id=sf.fs_time_sheets_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_time_sheet_entries_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_assigned_resources_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_overview.htm &type=5

Drip Feed Dispatching is a feature that allows dispatching groups of service appointments to technicians at regular intervals instead of all at once[121]. Enabling Drip-feed to dispatch the next appointments would allow Northern Trail Outfitters to improve overall responsiveness to customers by providing the greatest schedule flexibility and allowing technicians to adjust their schedulesbased on real-time conditions[122]. Shuffling daily work manually via the Gantt would not provide the greatest schedule flexibility. The Gantt is a tool that allows dispatchers to view and manage service appointments on a timeline[123]. Leveraging Resource Schedule Optimization would not provide the greatest schedule flexibility. Resource Schedule Optimization is a feature that allows optimizing service appointments based on predefined criteria such as traveltime or priority[124]. Configuring the Auto Dispatch scheduled job would not provide the greatest schedule flexibility. Auto Dispatch is a feature that allows automatically assigning service appointments to resources based on predefined criteria such as skills or availability[125]. References: https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_enable.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_schedule_optimization_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_auto_dispatch_overview.htm &type=5

These two ways should be recommended to track these inventory requirements in Salesforce, as they allow specifying which products are needed for work orders or work order line items and updating the inventory accordingly. References:https://help.salesforce.com/s/articleView?id=sf.fs_products_required.htm &type=5

Global optimization is a feature that allows rescheduling multiple service appointments at once based on predefined criteria such asemergency priority, travel time, or skills[194]. Global optimization would allow Universal Containers to realign available resources with open work by running an optimization job that prioritizes emergency work and assigns it to the best available resources[195]. Resource Schedule Optimization is a feature that allows scheduling service appointments for individual resources based on their availability and preferences[196]. Resource Schedule Optimization would not allow Universal Containers to realign available resources with open work because it does not consider multiple resources or service appointments at once. Emergency scheduling is a feature that allows creating and assigning emergency service appointments to the best available resources[197]. Emergency scheduling would not allow Universal Containers to realign available resources with open work because it does not reschedule existing service appointments. Customer First scheduling is a feature that allows prioritizing customer preferences and satisfaction when scheduling service appointments[198]. Customer First scheduling would not allow Universal Containers to realign available resources with open work because it does not prioritize emergency work or reschedule existing service appointments. References: https://help.salesforce.com/s/articleView?id=sf.fs_optimization_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_optimization_global_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_schedule_optimization_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_emergency_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_customer_first_overview.htm &type=5

These are three factors that should be considered when configuring routing. Routing is the process of finding the best resource for a service appointment based on variouscriteria and constraints. A schedule policy is used to define the routing preferences and rules for a service territory or operating hours. A work rule is used to define a scheduling constraint or preference for a service appointment or a resource. A service objective is used to define a scheduling goal or metric for a service appointment. The Resource Availability work rule is used to calculate travel time and breaks as part of the resource’s availability. The Default Travel Speed is used to estimate thetravel time between locations if a different travel speed is not specified for the resource.

Work Orders are records that track customer requests for service such as repairs or maintenance[47].Work Order Line Items are records that track specific tasks or products related to a work order[48]. Service Appointments are records that track the date, time, duration, and assigned resource for a work order or work order line item[49]. Adding each Assetto a separate Work Order Line Item or a separate Work Order would allow handling the service associated with each container independently by creating different records for different containers. Creating a Service Appointment for each Line Item or each Work Order would allow scheduling and dispatching the service associated with each container independently by assigning different resources and time slots for different containers. Adding each Asset to a separate child Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. Creating a Service Appointment for the parent Work Order would not allow handling the service associated with each container independently by assigning one resource and time slot for all containers. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5

This optionallows setting operating hours for accounts to specify when service can be performed for customers. References:https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm &type=5

This option allows capturing multiple signatures on a service report by creating different signature types (such as customer approval or technician verification) and adding themto the service report template. References:https://help.salesforce.com/s/articleView?id=sf.fs_signature_types.htm &type=5

Pinned statuses prevent service appointments from being rescheduled or unscheduled by scheduling and optimizationservices3. Status transitions define the valid status changes for service appointments based on business rules. References: 3 https://help.salesforce.com/s/articleView?id=sf.fs_pinned_statuses.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions.htm &type=5

Crew Management is a feature that allows creating and managing crews of multiple service resources who share the same service appointments[163]. The Preferred Resource service objective is ignored for active Crew Members because it only applies to individual resources and not crews[164]. Capacity-based scheduling is not supported for Service Crews because crews do not have capacity limits and can be assigned unlimited service appointments[165]. A service resource can be a member of multiple crews and can switch between them depending on their availability and skills[166]. Salesforce Field Service does not consider the Recommended Crew Size when assigning appointments because it only considers the Required Crew Size which indicates the minimum number of crew members needed for a service appointment[167]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_limitations.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_limitations.htm &type=5 https://help.salesforce.com/s/articleView? id=sf.fs_service_crews_create_edit_delete.htm&type=5https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceappointment_requiredcrewsize.htm

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 articlesto 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 relationshipwith 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]. References: https://help.salesforce.com/s/articleView?id=sf.knowledge_article_types.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_knowledge_articles.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_work_types_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_mobile_deep_linking.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_mobile_overview.htm &type=5

Polygons are geographic areas that define service territories for scheduling and optimization purposes. The Polygon Assignment Policy determines which polygon in a service territory hierarchy is used to assign service appointments to service resources based on their location or skills. Setting it to the Lowest Level ensures that service appointments are assigned based on the polygon of the child service territory in the hierarchy1. Setting it to the Highest Level would use the polygon of the parent service territory in the hierarchy1. TheTerritory Assignment Policy determines which territory in a hierarchy is used to filter available resources for scheduling. It does not affect polygon assignment. References: 1 https://help.salesforce.com/s/articleView?id=sf.fs_polygons_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_territories_overview.htm &type=5

This work rule should be used to assign service resourcesbased on related object records, such as accounts or assets, by matching field values between objects. References:https://help.salesforce.com/s/articleView?id=sf.fs_work_rules_match_field.htm &type=5

Operating Hours define when service resources are available for work and when customers can book appointments. The Time Slots for Appointment Booking setting determines how operating hours are divided into time slots that can be assigned to service appointments. The Maintenance Plan for the Account or the Due Date of the Service Appointment do not affect operating hours, but are used to generateand schedule recurring work orders. References: https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm &type=5

This configuration can be used to brand the Salesforce Field Service mobile app by uploading a custom logo image that appears on the app’s login screen and navigation bar. References:https://help.salesforce.com/s/articleView?id=sf.fs_mobile_branding.htm &type=5

Resource Availability Rules are rules that define when resources are available for service appointments based on their working hours, absences, breaks, travel time,etc.[77]. Using the Resource Availability Rule would allow configuring the Scheduling Policy to ensure a 30-minutelunch break that begins every day after 1 PM by setting up criteria such as break duration equals 30 minutes and break start time after 1 PM[78]. Creating a recurring Service Appointment would not ensure a 30-minute lunch break that begins every day after 1 PM. Recurring Service Appointments are service appointments that repeat at regular intervals such as daily, weekly, or monthly[79]. Using appropriate Resource Operating Hours would not ensure a 30-minute lunch break that begins every day after 1 PM. Resource Operating Hours are records that define when resources are available for work based on their time zones, business hours, holidays, etc.[80]. Creating Resource Absences every day would not ensure a 30-minute lunch break that begins every day after 1 PM. Resource Absences are records that mark resources as unavailable for work for specific time periods due to sickness, vacation, or other reasons[81]. References: https://help.salesforce.com/s/articleView?id=sf.fs_resource_availability_rules_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_availability_rules_breaks.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_recurring_service_appointments_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_operating_hours_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_resource_absences_overview.htm &type=5

Customgantt filters are filters that allow dispatchers to view service appointments based on specific criteria such as status, priority, or custom fields[67]. Creating a custom gantt filter would allow providing a view of emergency work that is only visible to dispatchers by setting up criteria such as status equals emergency and sharing the filter with dispatchers only[68]. Custom lightning component is a component that allows developers to create custom user interfaces using Lightning Web Components or Aura Components[69]. Creating a custom lightning component would require coding and would not leverage the existing gantt chart functionality. Custom report in a private report folder is a report that allows users to view data based on specific criteria such as objects, fields, filters, or charts[70]. Creating a custom report in a private report folder would not provide a view of emergency work on the gantt chart and would not allow dispatchers to schedule or reschedule service appointments. Custom list view is a list view that allows users to view records based on specific criteria such as filters, fields, or sorting[71]. Creating a custom list view would not provide a view of emergency work on the gantt chart and would not allow dispatchers toschedule or reschedule service appointments. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_filters.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_filters_create.htm &type=5 https://developer.salesforce.com/docs/component-library/documentation/en/lwc https://help.salesforce.com/s/articleView?id=sf.reports_builder_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.customize_listviews.htm &type=5

The Agent permission set gives access to create cases and work orders, view work types and work rules, book and manage appointments, assign mobile resources, and optimize schedules. References:https://help.salesforce.com/s/articleView?id=sf.fs_permission_sets.htm &type=5

These three considerations should be taken into account when implementing service level agreements for work orders, as they affect how milestones are created and applied to work orders. References:https://help.salesforce.com/s/articleView?id=sf.fs_milestones_for_work_orders_overview.htm &type=5

Service Resources are records that represent the people or equipment that perform field service tasks[143]. Work Orders are records that track customer requests for service such as repairs or maintenance[144]. Resource Absences are records that mark resources as unavailable for work for specific time periods due to sickness, vacation, or other reasons[145]. If the Field Service Lightning User Territory feature is enabled, these three objects will be visible to users who are part of the User Territory by default[146]. Accounts are records that represent companies or individuals involved in business with an organization[147]. Work Types are records that define the standard tasks and duration for a specific type of work[148]. These two objects will not be visible to users who are part of the User Territory by default unless sharing rules are configured[149]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_absences_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_user_territories_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.account.htm &type=5 https://help.salesforce.com/s/articleView? id=sf.fs_work_types_overview.htm&type=5https://help.salesforce.com/s/articleView?id=sf.fs_user_territories_sharing_rules.htm &type=5

Color Palettes are settings that allow dispatchers to customize the colors of service appointments on the Gantt based on different criteria such as status, priority, or rule violations[154]. Appointment List is a tool thatallows dispatchers to view and filter service appointments in a list view based on different criteria such as status, priority, or rule violations[155]. Using these two features on the Dispatcher Console would allow visualizing Rule Violating Service Appointments by setting up color codes or filters based on rule violations. Gantt is a tool that allows dispatchers to view and manage service appointments on a timeline[156]. Gantt Map is a tool that allows dispatchers to view and manage service appointmentson a map[157]. Using these two features on the Dispatcher Console would not allow visualizing Rule Violating Service Appointments by themselves unless combined with color palettes or appointment list. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_color_palettes_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_appointment_list_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_gantt_map_overview.htm &type=5

This option should be recommended to implement this process, as it allows scheduling two technicians to complete a job at different times by creating two separate service appointments and assigning them to different resources. References:https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5

These two objects are required when configuring an optimization job, as they define the scope and the criteria for the optimization process. References:https://help.salesforce.com/s/articleView?id=sf.fs_optimizer_overview.htm &type=5

Work Types are templates that define the duration, skills, and products required for a work order or work order line item. By creating Work Types and SkillRequirements for Install, Break-fix, and Inspections, Universal Containers can standardize creation of Work Orders with the correct skills and estimated time to completion. Work Order Record Types for Break-fix, Install, and Inspection would allow creatingdifferent page layouts and picklist values for different types of work orders, but not define skills and duration. Work Type Line Items for Install, Break-fix, and Inspections would allow creating templates for work order line items, but not work orders.Work Order custom fields to define Install, Break-fix, and Inspections would allow capturing additional information for different types of work orders, but not define skills and duration. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5

The In Jeopardy field on the Service Appointment is a checkbox that indicates whether a service appointment is at risk of late completion based on travel time and service duration calculations. Technicians can update this field using the Field Service Mobile App to alert dispatchers and managers of potential issues. Posting to the Service Appointment Chatter feed, changing the Status field on the Service Appointment, or adjusting the Scheduled End field on the Service Appointment would not indicate that a service appointment is in jeopardy, but would communicate otherinformation such as comments, progress, or rescheduling. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_overview.htm &type=5

Skills are records that define specific abilities orqualifications that service resources have[158].Skill Levels are fields on the skill object that indicate the proficiency or experience of a service resource in a skill[159]. Assigning Contractor 1 and 2 different Skill Levels for repair Work Type would allow Universal Containers to configure the Contractors’ experience by setting up criteria such as skill name equals repair and skill level equals high for Contractor 1 and low for Contractor 2. Assigning Contractor 1 as a Preferred Resource would not configure the Contractors’ experience. Preferred Resources are optimization criteria that prioritize assigning service appointments to resources who have previously completed similar work orders or who are preferred by customers[160]. Assigning Contractor 1 and2 different capacities for repair work would not configure the Contractors’ experience. Capacities are fields on the service resource object that indicate the number of hours available for work per day or week[161]. Assigning Contractor 2 as an Excluded Resource would not configure the Contractors’ experience. Excluded Resources are optimization criteria that prevent assigning service appointments to resources who are explicitly excluded by customers or dispatchers[162]. References: https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm &type=5 https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_skill_skilllevel.htm https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_preferred_resources.htm &type=5 https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceresource_capacityhoursperday.htmhttps://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_excluded_resources.htm &type=5

A custom approval process on work orders is used to define the steps and criteria forapproving a work order before it can be closed. A custom validation rule on work orders is used to check the data entered on a work order and prevent it from being saved if it does not meet the specified conditions. By using these configurations, the system can prevent work orders from being closed until the customer service report is signed.

The Exclude Technician from Geolocation Tracking permission allows disabling geolocation tracking for specific service resources by assigning them a permission set with this permission. Setting the Geolocation Update Frequency field tozero for contractors would not disable geolocation tracking, but would make it update less frequently. Unchecking the Geocoding field on the Contractor’s profile or the Collect Service Resource Geolocation History field in Field Service Mobile Settings would not affect geolocation tracking, as these are not related settings. References: https://help.salesforce.com/s/articleView?id=sf.fs_geolocation_tracking_permissions.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_geolocation_tracking_settings.htm &type=5

Capacity-Based Service Resources are service resources that have a limited number of hours available for work per day or week[150]. Setting the Contractor Manager as a Capacity-BasedService Resource would allow Universal Containers to outsource 100 hours of weekly maintenance to an external Contractor by setting up criteria such as capacity hours per week equals 100 and capacity type equals weekly[151]. Creating the individual Technicians as Service Crew Members would not work because Service Crew Members are service resources that belong to a crew and share the same service appointments[152]. Setting the individual Technicians as Capacity-Based Service Resources would not work because Universal Containers does not have visibility into the individual external technicians. Creating the Contractor Manager as a Crew Service Resource would not work because Crew Service Resources are service resources that act as leaders or managers of a crew and can assign crew members to service appointments[153]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based_create_edit.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_create_edit_delete.htm &type=5

These are two actions that can help ensure that the technician who performed a customer’s initial installation is also assigned to subsequent service calls. A preferred resource is a resource that has a preference or affinity for working with a specific account or service territory. A preferred resource service objective is a service objective that prioritizes resources that are preferred for an account or service territory. By adding the technician as a preferred resource on the account record, and adding the preferred resource service objective to the scheduling policy, the system can assign the technician to future service appointments for that account.

This option allows tracking the required work for each machine separately, and scheduling a service appointment for each work order line item. References:https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5

Drip Feed Dispatching is a feature that allows dispatching groups of service appointments to technicians at regular intervals instead of all at once[56]. Enabling Drip Feed Dispatching in Field Service Settings allows turning on this feature for all service territories[57]. Setting the Number of Services to Drip Feed on the Service Territory allows specifying how many service appointments should be dispatched at a time for each service territory[58]. Setting the Service Appointment to Dispatch in Field Service Settings would not affect how many service appointments are dispatched at a time. Enabling Sharing of Dispatched Service Appointments would not affect how many service appointments are dispatched at a time. References: https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_enable.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_configure.htm &type=5

The Products Consumed section on the Work Order allows the technician to record the products used and adjust the inventory levels of their van stock. The Product Item Transactions Related Liston the Product Item shows the history of product movements, but does not allow recording new transactions. The Work Order Line Item associated with the completed Work Order shows the products required, but not the products used. The Product Request Line Item associated with the Product shows the products requested, but not the products consumed. References: https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_product_item_transactions.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_product_request_line_items.htm &type=5

Scheduling, dispatching, and knowledge base are three field service processes that can help reduce the mean-time-to-service. Scheduling is the process of assigning service appointments to resources based on their availability, skills, and location. Dispatching is the process of sending service appointments to resources and tracking their status and location. Knowledge base is a repository of articles that provide information and solutions for common issues and questions.

This option allows tracking individual tasks completed as work order line items, including parts consumed and pricing details, and scheduling one or multiple tasks to different technicians as needed using service appointments. References:https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5

Global optimization is a process that reschedules all service appointments within a specified time frame based on predefined criteria such as travel time or priority[82]. Global optimization doesn’t reschedule appointments that have rule violations becauseit assumes that those appointments are manually scheduled by dispatchers for valid reasons[83]. There are no service resources available with the required skill levels because updating the skills required on the most common work types has increased the complexity of jobs and reduced the pool of qualified resources[84]. The optimizer uses a scheduling policy different from what is used on the dispatch console would not explain why the jobs are still scheduled to resources that lack the appropriate skill level. Scheduling policies are records that define the optimization criteria for scheduling service appointments such as minimizing travel time or maximizing resource utilization[85]. The territory of the resources was not included in the global optimizationrequest would not explain why the jobs are still scheduled to resources that lack the appropriate skill level. Global optimization requests are records that specify which service territories and time frames should be optimized[86]. References: https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_faq.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_requests_overview.htm &type=5

The book appointment action is used to schedule a service appointment based on service objectives and resource availability. Theaction displays a list of potential time slots with service objective scores for each slot. The higher the score, the better the slot meets the service objectives.

Skills are used to define the level of expertise that a resource hasfor a specific type of work. Skill requirements are used to define the level of expertise that a service appointment needs. Resource skills are used to assign skills to resources. By setting up these components, the system can match service appointments with resources based on their skills.

This feature should be configured to meet this requirement, as it allows creating a group of service resources that can perform periodic maintenance on complex products together. References:https://help.salesforce.com/s/articleView?id=sf.fs_crew_management.htm &type=5

This option allows handling unplanned service during times of severe weather by creating a policy that overrides the existing scheduling policy and using a wizard to reschedule service appointments based on the emergency policy. References:https://help.salesforce.com/s/articleView?id=sf.fs_emergency_wizard.htm &type=5

Products consumed are records that track the products used during a service appointment[32]. A custom installation date field on products consumed would allow reporting on the volume of products installed within a specific timeframe by filtering on the installation date field values[33]. A work order related list on asset would show the work orders associated with an asset, but not the products installed. Field history tracking on asset would track field changes on an asset, but not the products installed. The standard installation date field on asset would show when an asset was installed, but not the products installed. References: https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm &type=5https://help.salesforce.com/s/articleView?id=sf.reports_filter_date_fields.htm &type=5

The technician would use a Return Order to create a return for the unused circuitboard. The Return Order would specify the quantity of the product being returned, the reason for the return, and the shipping address. The technician would then use a Product Receipt to record the receipt of the returned product. The Product Receipt wouldspecify the quantity of the product received, the condition of the product, and the location of the product.

The other two options are incorrect because they are not used to return products. A Work Order is used to track the work that needs to be done on aproduct or service. A Product Transfer is used to move products from one location to another.

Reshuffle is an action within the Gantt that allows rescheduling multiple service appointments at once based on predefined criteria such as emergency priority, travel time, or skills[209]. Reshuffle would allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work byrunning a reshuffle action that prioritizes emergency work and assigns it to the best available resources[210]. Defining a Global Optimization job to run hourly would not allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. Global Optimization is a feature that allows rescheduling multiple service appointments at once based on predefined criteria such as emergency priority, travel time, or skills[211]. Running a Global Optimization job hourly would not be responsive enough for emergency work identified throughout the day. Creating a custom Gantt action to call an Apex class to reschedule appointments would not be necessary for Universal Containers to dispatch emergency workidentified throughout the day that needs to be completed before lower-priority work. Custom Gantt actions are actions within the Gantt that can be customized using Apex code to perform specific tasks such as sending notifications or updating fields[212].Creating a custom Gantt action would require additional development and maintenance and would not leverage the existing Reshuffle action. Writing a batch Apex class to unschedule low priority work orders would not allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. Batch Apex is a way of processing large volumes of data asynchronously using Apex code[213]. Writing a batch Apex class would require additional development and maintenance and would not leverage the existing Reshuffle action. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_reshuffle_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_reshuffle_run.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_optimization_global_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_custom_actions_overview.htm &type=5https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_batch_interface.htm

Service Resources are records that represent the people or equipment that perform field service tasks[53]. Permission Set Licenses are licenses that grant users access to specific features such as Field Service Dispatcher Console or Field Service Mobile App[54]. Creating one service resource and assigning the relevant permission set license would allow an employee at Universal Containers to perform both dispatcher and technician roles using one record and one license. Creating two skills records and assigning them to service resources record would not affect their roles or accessto features. Skills are records that define specific abilities or qualifications that service resources have[55]. Creating two service resources and assigning them to the employee would create duplicate records and require two licenses for one employee. Creating one service resource and assigning the technician and dispatcher role would not work because roles are not fields on the service resource object. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_permission_set_licenses_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm &type=5

Status Transitions are settings that define which status updates are allowed or restricted for service appointments[205]. Pinned Statuses are settings that prevent service appointments from being rescheduled or unscheduled by scheduling or optimization services[206]. Ensuring that Status Transitions are configured to prevent the update from “Cannot Complete” to “Scheduled” and defining “Cannot Complete” as a Pinned Status for Scheduling and Optimization Services wouldallow Universal Containers to ensure that Service Appointments in a “Cannot Complete” status are unable to be rescheduled or unscheduled for history tracking purposes by restricting the status change from “Cannot Complete” to “Scheduled” and preventing scheduling or optimization services from moving or removing service appointments with the “Cannot Complete” status[207]. Defining “Cannot Complete” as a Pinned Status for Auto-Dispatch Services would not affect whether Service Appointments in a “Cannot Complete” status are able to be rescheduled or unscheduled. Auto-Dispatch Services are settings that automatically assign service appointments to resources based on predefined criteria[208]. Ensuring that Status Transitions are configured to allow the status update from “Cannot Complete” to “Scheduled” would not ensure that Service Appointments in a “Cannot Complete” status are unable to be rescheduled or unscheduled. It would enable the status change from “Cannot Complete” to “Scheduled”. References: https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_pinned_statuses_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions_create_edit_delete.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_auto_dispatch_overview.htm &type=5