Managing Scheduling and Optimization28% of the exam
Service appointment actions: scheduling, emergency and priority
Choose the right action for a service appointment: Auto Schedule with Scheduling Policy Used, Book Appointment or Candidates, the Emergency action, priorities with Enhanced Scheduling and Optimization, crew assignment, Offsite Appointment, and cancel versus delete.
Given a scenario, choose the appropriate action to manage a Service Appointment.
~7 min read · 6 practice questions ·
What the exam expects
- Choose between Auto Schedule, Book Appointment, Candidates, the Schedule action, drag and drop and the Emergency action from who schedules and how fast.
- Schedule appointments created by an integration without a dispatcher, using Scheduling Policy Used and Auto Schedule.
- Predict what appointment priority does on a full calendar with and without Enhanced Scheduling and Optimization.
- Assign multi-person work to a crew, and remove travel for remote work with Offsite Appointment.
- Handle a customer cancellation correctly (Canceled status or delete).
Key terms:
- Auto Schedule: a service appointment checkbox that schedules the appointment with its Scheduling Policy Used.
- Emergency action: a Chatter action that maps the closest field resources for immediate dispatch.
- Appointment priority: lets important work be scheduled over less urgent work when the calendar is full.
- Offsite Appointment: an enhanced-engine checkbox meaning the job can be done remotely, so no travel is added.
- Assigned resource: the record that links a service resource to the appointment.
Key facts
Auto Schedule
- Detail
- Set Scheduling Policy Used, then select Auto Schedule
Blank Scheduling Policy Used
- Detail
- The org's default scheduling policy is used
Emergency action
- Detail
- Map view of the closest field resources; Emergency policy is used with it
Emergency unsupported for
- Detail
- Multiday, bundled and dependent appointments
Priority, enhanced engine
- Detail
- Lower or equal priority appointments can be dropped and replaced
Priority, legacy engine
- Detail
- Lower-priority appointments can overlap higher-priority ones
Several assigned resources
- Detail
- Only the first created one is recognized; use a Crew resource
Offsite Appointment
- Detail
- Enhanced engine only; no travel added even with an address
Canceled appointment
- Detail
- Delete it or set Status to Canceled
Parent Record
- Detail
- Can't be updated after creation
Sources for this section (6)
- Scheduling Policieshelp.salesforce.com (opens in a new tab)
- Schedule Service Appointmentshelp.salesforce.com (opens in a new tab)
- Field Service Limitshelp.salesforce.com (opens in a new tab)
- Create Service Appointmentshelp.salesforce.com (opens in a new tab)
- Service Appointment Fieldshelp.salesforce.com (opens in a new tab)
- Appointment Guidelineshelp.salesforce.com (opens in a new tab)
- Why does the Emergency action fail to fit a multiday appointment?
- When is the Emergency scheduling policy the one in use?
- Why shouldn't you rely on hand-created, unscheduled appointments for utilization reporting?
- When is Offsite Appointment ignored even though it's selected?
- Why can't you fix a wrong parent record by editing the appointment?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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