Managing Scheduling and Optimization28% of the exam
Field Service Settings and managed package features
Which capabilities come with the core Field Service objects and which need the managed package, and which Field Service Settings page controls default scheduling policies, pinned statuses, Gantt time zones and work rule access.
Understand different field service settings for Agentforce Field Service and Operations Administrator.
~7 min read · 6 practice questions ·
What the exam expects
- Separate what Agentforce Field Service and Operations (formerly Field Service) gives you when it is enabled (core standard objects) from what the Field Service managed package adds.
- Pick the Field Service Settings page that sets a default scheduling policy for appointment booking, for the dispatcher console or for an optimization job.
- Keep chosen appointment statuses out of optimization by pinning them under Optimization | Logic.
- Explain how the Gantt's Territory Timezone setting displays a resource whose secondary territory is in another time zone.
- Fix a missing work rule record type; apply the one-resource-per-user limit.
Key terms:
- Core features: the standard objects (work orders, service appointments and more) available as soon as the product is enabled.
- Managed package: the installed package that adds Guided Setup, the scheduling console, the optimizer and scheduling policies.
- Field Service Settings tab: the managed package's settings pages in the Field Service Admin app.
- Pinned status: a status whose appointments optimization excludes from rescheduling.
- Scheduling Policy Used: the appointment field that names the policy for that appointment's automatic scheduling.
Key facts
Core features
- Detail
- Standard objects such as work orders and service appointments, available once the product is enabled
Managed package adds
- Detail
- Guided Setup, scheduling console, scheduling optimizer, scheduling policies and triggers
Booking default policy
- Detail
- Global Actions, Appointment Booking: Default scheduling policy
Console default policy
- Detail
- Dispatcher Console UI: Default scheduling policy
Pinned statuses
- Detail
- Optimization, Logic; pinned appointments are excluded from rescheduling
Territory Timezone on the Gantt
- Detail
- Secondary territory row shown only if it shares the primary's time zone
Service resources per user
- Detail
- 1
Missing work rule type
- Detail
- Add it under the profile's Custom Record Type Settings for Work Rules
- Where do you set the policy a nightly optimization run uses?
- When is the Fix Overlaps checkbox irrelevant?
- Why is Fix Overlaps not the way to keep a status away from the optimizer?
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
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