Managing Resources16% of the exam
Operating hours, time slots and visiting hours
Where an operating hours record is attached decides what it means: worker availability on territories and members, customer visiting hours on accounts and work orders, or arrival windows for appointment booking, with the time zone rules and work rule each one depends on.
Show how to use operating hours for service resources, accounts, Work Orders, and booking appointments.
~7 min read · 7 practice questions ·
What the exam expects
- Read an operating hours requirement and attach the record to the right place: service territory, service territory member, account, Field Service Settings or an entitlement.
- Build operating hours from time slots, and know the Normal and Extended slot types and when shifts fit better.
- Enforce customer availability with account operating hours, the work order's Visiting Hours and the Service Appointment Visiting Hours work rule.
- Offer different appointment booking arrival windows per service level with entitlements.
- Predict which time zone booking slots and visiting hours use, by scheduling engine.
Key terms:
- Operating hours: a named record with a time zone whose time slots say when work can happen.
- Time slot: a period on one day of the week inside an operating hours record, typed Normal or Extended.
- Visiting hours: the customer's availability on a work order, copied from the account's operating hours.
- Appointment booking operating hours: the arrival windows offered to customers when booking.
- Service Appointment Visiting Hours: the managed package work rule that enforces visiting hours.
Key facts
Territory operating hours
- Detail
- Default working hours for members without their own
Member hours matching territory
- Detail
- Best practice: don't define them
Time slot Type values
- Detail
- Normal and Extended (Extended for overtime)
Time slot timing
- Detail
- Day of Week, Start Time, End Time
Account operating hours
- Detail
- Copied to the new work order's Visiting Hours
Visiting hours enforcement
- Detail
- Service Appointment Visiting Hours work rule
Manual move outside visiting hours
- Detail
- Allowed; rule violation shown
Multiday work
- Detail
- Doesn't support visiting hours
Booking slot time zone
- Detail
- Service territory's; record Timezone ignored
Per-service-level windows
- Detail
- Operating Hours field on the entitlement
Date-specific availability
- Detail
- Shifts, not time slots
- Which kind of work isn't supported on operating hours that represent a customer's visiting hours?
- Where is the default appointment booking operating hours set outside Guided Setup?
- Why might an appointment for a customer with visiting hours still be booked on their closure day?
- When should availability use shifts rather than time slots?
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 (7 questions for this lesson)
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