Managing Resources16% of the exam
Service crews, crew membership and crew scheduling
How to build a service crew that scheduling can assign (the Crew-type service resource), the rules for crew membership, and which crew settings the scheduler reads: absences, efficiency, skills and skill grouping, location tracking and dispatch sharing.
Set up and manage crews.
~7 min read · 10 practice questions ·
What the exam expects
- Set up a crew that dispatchers can assign, from the crew management tool or from the Service Crews tab, including the Crew-type service resource.
- Apply the membership rules: who can join, territory coverage for the membership dates, overlapping memberships and what happens when the last member leaves.
- Predict what the scheduler reads from the crew resource versus its members: absences, efficiency, skills (with and without skill grouping), location and capacity.
- Explain crew access after dispatch and how to let every member edit the appointment.
Key terms:
- Service crew: a group of service resources assigned to appointments as one unit.
- Crew resource: a service resource with Resource Type Crew, User blank and the crew in Service Crew; the record scheduling assigns.
- Service crew member: a record linking a Technician resource to a crew for a date range, optionally flagged as leader.
- Skill grouping: a Field Service setting that makes scheduling use the combined skills of a crew's members.
Key facts
What scheduling assigns
- Detail
- Service resources only, so a crew needs a Crew-type resource
Crew resource fields
- Detail
- User blank, Service Crew set, Resource Type Crew, optimization skipped
Activating a Crew resource
- Detail
- Needs at least one active crew member
Who can join
- Detail
- Active Technician resources only; no crews, no dispatchers
Membership dates
- Detail
- Inside the member's territory membership; no overlap across crews
All members removed
- Detail
- Crew resource is deactivated
Skill grouping setting
- Detail
- Field Service Settings, Scheduling tab, Enable resource crew skill grouping
Shared skill in grouping
- Detail
- Highest member skill level counts
Dispatch access
- Detail
- Members Read, leader Read/Write (managed package)
Several workers on one job
- Detail
- Only the first assigned resource is recognized unless a Crew is assigned
- When is a Crew resource deactivated automatically?
- When several members of a crew share a skill under skill grouping, which level does scheduling use?
- Why doesn't editing a crew membership update who is assigned to an upcoming appointment?
- What happens to a multiday appointment scheduled for a worker whose crew membership starts in the future?
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
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- All 38 lessons of the Agentforce Field Service and Operations Consultant guide, with reading progress
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