Managing Resources16% of the exam
Field service user and permission set licenses
Which users need the Field Service Dispatcher, Scheduling, Mobile, contractor login-based, Self-Service or Guest User permission set licenses, which need none, what the mobile app sign-in requires, and when field service licences aren't enough.
Distinguish between Agentforce Field Service and Operations license types and when to deploy them.
~7 min read · 6 practice questions ·
What the exam expects
- Match each user group to the permission set licence it needs: dispatchers, scheduled technicians, mobile app users, contractor staff, signed-in customers and guests.
- Recognise the users who need no Field Service permission set licence, such as call center reps, inventory managers and admins.
- Choose the login-based contractor licences (Contractor and Contractor Plus) for partner staff who schedule, dispatch or use the mobile app.
- Set up mobile app access: licence, permission set, system permissions and the user's service resource.
- Know when field service licences aren't enough and additional licences must be bought.
Key terms:
- Field Service Standard: the user permission every user needs to access field service objects.
- Permission set licence (PSL): an entitlement assigned to a user that unlocks a feature, such as the Classic Dispatch Console or the mobile app.
- Login-based contractor licences: the Contractor and Contractor Plus user licences that the Login-Based PSLs extend.
- Field Service Self-Service: the PSL for customers who book their own appointments in an Experience Builder site.
Key facts
Access to field service objects
- Detail
- Field Service Standard permission, included in Field Service user licences
Users who probably need no PSL
- Detail
- Inventory managers, admins, call center reps
Dispatcher PSL
- Detail
- Classic Dispatch Console access; required for Dispatcher resources
Scheduling PSL
- Detail
- Gantt display plus scheduling and optimization
Contractor dispatchers
- Detail
- Dispatcher Plus Login-Based on Contractor Plus
Customers booking on a site
- Detail
- Field Service Self-Service
Unauthenticated users
- Detail
- Field Service Guest User
Mobile permission set system permissions
- Detail
- Field Service Standard, Field Service Mobile, API Enabled
Mobile user's own resource
- Detail
- Needs Read access to their service resource record
Assigning a PSL
- Detail
- Manage Users
Cases, calls, sales tasks
- Detail
- Need additional licences
- Why does a technician usually need two permission set licences?
- When does a mobile user still fail to use the app after receiving the permission set?
- Which permission does an admin need to assign a permission set licence?
- Which Field Service permission sets aren't created in newer orgs?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Agentforce Field Service and Operations Consultant pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 38 lessons of the Agentforce Field Service and Operations Consultant guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Practice exams purchase adds inline bank questions and topic practice (6 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
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