Managing Scheduling and Optimization28% of the exam
Service appointment statuses, categories and transitions
The service appointment lifecycle: the seven default statuses, why custom statuses need a status category, how status transitions and profile limits are configured and where they are enforced, and which date and time fields the lifecycle fills in.
Given a scenario, apply the appropriate lifecycle of a Service Appointment required to execute a Work Order.
~6 min read · 7 practice questions ·
What the exam expects
- Name the default service appointment statuses and what each means as a work order is executed.
- Add a custom status and map it to the right status category so field service processes treat it correctly.
- Configure status transitions and profile limits, and predict where they are enforced and which actions bypass them.
- Say which date and time fields the lifecycle fills in (Scheduled, Actual) and which ones an admin sets up front (Earliest Start Permitted, Due Date, arrival window).
Key terms:
- Status: the customizable picklist that records the appointment's stage.
- Status Category: the fixed classification each Status value maps to; processes read it instead of Status.
- Status transition: an allowed move from one status to another, defined in the Service Appointment Workflow settings.
- Parent Record Status Category: read-only appointment field holding the work order or line item parent's status category.
- Actual Duration: minutes between Actual Start and Actual End, filled in automatically once.
Key facts
Default statuses
- Detail
- None, Scheduled, Dispatched, In Progress, Completed, Cannot Complete, Canceled
Custom Status value
- Detail
- Must be assigned a status category
Processes read
- Detail
- Status Category, not Status
Unscheduled appointment
- Detail
- Status changes to None
Renaming a status
- Detail
- Doesn't change its automatic transition behavior
Transition name limit
- Detail
- 40 characters for "Status 1 - Status 2"
Profile limits on transitions
- Detail
- Feed tab status change action only, not the Gantt
Emergency to Dispatched category
- Detail
- Ignores status transitions
Status Scheduled after optimization
- Detail
- Requires an assigned resource
Actual Duration
- Detail
- Set when actual times are first added; not recalculated later
SLA window
- Detail
- Earliest Start Permitted and Due Date
- Which seven statuses does a service appointment come with?
- Why do field service processes reference Status Category instead of Status?
- Why would a transition you added not be saved?
- When does optimization leave an appointment's status unchanged even though it set Scheduled Start and End?
- Why can't the status flow diagram show who may make a change?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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