Managing Resources16% of the exam
Service resource types and capacity-based resources
Choosing the right Resource Type (Technician, Dispatcher, Crew or Asset) and the right flags (Active, Capacity-Based, Include in Scheduling Optimization, Location) for each service resource, the licences each choice needs, and where capacity-based resources stop working.
Determine how and when to set up different resource types.
~7 min read · 6 practice questions ·
What the exam expects
- Pick a Resource Type (Technician, Dispatcher, Crew, Asset) from what the person or thing does, and know what each type rules out.
- Decide when a resource should be capacity-based and define its capacity record (time period, hours, work items).
- Set Active, Include in Scheduling Optimization and Location correctly, with the permission set licence each needs.
- Choose the right tool to create resources in bulk, and know that resources are deactivated, never deleted.
Key terms:
- Service resource: a user or crew who can perform field service work and be assigned to service appointments.
- Resource Type: the picklist that says whether a resource is a technician (mobile worker), dispatcher or crew; you can't add values.
- Capacity-based resource: a resource limited to a number of hours or appointments in a time period.
- Resource capacity: the record that holds that limit: Time Period, Hours per Time Period and Work Items per Time Period.
- Include in Scheduling Optimization: a managed package option that lets the optimizer assign the resource.
Key facts
Resource Type values
- Detail
- Technician, Dispatcher, Crew; no custom values
Asset resource type
- Detail
- Saves only with Lightning Scheduler access
Dispatcher restrictions
- Detail
- Not capacity-based, not optimized, not in crews
Dispatcher type requires
- Detail
- Field Service Dispatcher permission set license
Optimization requires
- Detail
- Field Service Scheduling permission set license
Inactive resource
- Detail
- Can't be assigned and can't use the mobile app
Location link
- Detail
- One location per service resource
Retiring a resource
- Detail
- Deactivate; resources can't be deleted
Capacity time periods
- Detail
- Day, Week or Month
Capacity minimum fields
- Detail
- Hours per Time Period, Work Items per Time Period or both
Capacity-based and multiday
- Detail
- Multiday appointments can't be assigned
- Why isn't capacity-based scheduling available for crews?
- When do the Start Date and End Date on a capacity record matter?
- Which scheduling service isn't supported for capacity-based resources?
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
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