Managing Scheduling and Optimization28% of the exam
Multiday service appointments versus standard appointments
Know when one service appointment should span several working days: enable Is MultiDay, read how Scheduled Start and End absorb daily travel and breaks, and apply the 8-week, 30-day and 86-day horizons plus the engine-specific limits.
Explain the difference between a multi-day Service Appointment and a standard Service Appointment.
~7 min read · 7 practice questions ·
What the exam expects
- Explain how a multiday service appointment differs from a standard one: it spans the resource's nonavailability without rule violations and blocks that resource for its whole length.
- Enable multiday scheduling in Field Service Settings and mark individual appointments with Is MultiDay.
- Predict the Scheduled Start to Scheduled End span from duration, daily travel to and from home, breaks and the Travel From Home / Travel To Home fields.
- Apply the length and horizon limits: 8 weeks maximum, 30 days for automated scheduling, 86 days for manual rescheduling with the enhanced engine.
- State what multiday work can't combine with (capacity-based resources, complex work, predictive travel, visiting hours) and which limits depend on the engine.
Key terms:
- Multiday service appointment: an appointment with Is MultiDay selected whose length follows its duration and the resource's availability.
- Is MultiDay: the checkbox chosen as the multiday field under Scheduling | General Logic and selected per appointment.
- Travel From Home / Travel To Home: minutes on the Service Resource Availability work rule that the resource travels at their own expense.
- Long-Term view: a Gantt view, gated by the Longterm View custom permission, that displays up to 6 months.
- Enhanced Scheduling and Optimization: the newer scheduling engine, on by default for new orgs as of Summer '23.
Key facts
Enabling
- Detail
- Scheduling, then General Logic: select Is MultiDay as the multiday field
Span contents
- Detail
- Duration plus daily travel from and to home, plus Break absences
Maximum length
- Detail
- Eight weeks (56 calendar days)
Automated scheduling
- Detail
- Up to 30 days, inside the 30-day search horizon
Enhanced manual horizon
- Detail
- Single-day 30 days; multiday 86 days from today
Resource during the span
- Detail
- Can't be assigned to any other appointment
Legacy engine
- Detail
- Only one multiday appointment scheduled at a time
Enhanced utilization
- Detail
- Ignores multiday appointments
Predictive travel
- Detail
- Not supported; fastest SLR time used
- Why is predictive travel not used for a multiday job?
- What should a dispatcher do when a drag target falls outside the enhanced engine's manual horizon?
- Why might a customer's visiting hours not hold on a multiday job?
- Which resources can never take a multiday appointment?
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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