Managing Work Orders23% of the exam
Preferred, required and excluded resource preferences
Choosing between Preferred, Required and Excluded resource preferences, where they live and how they reach work orders (asset, then location, then account), and which work rule or service objective enforces each one during scheduling.
Given a scenario, choose the appropriate Resource Preferences.
~6 min read · 9 practice questions ·
What the exam expects
- Choose Preferred, Required or Excluded from a customer requirement such as "favor", "only" or "never".
- Pair each preference type with what enforces it: the Required Resources or Excluded Resources work rule, or the Preferred Resource service objective and its weight.
- Predict which preference reaches a new work order from its asset, location or account, and which record's preferences an appointment uses.
- Explain why preferences don't reach work orders created by code, and how to fix open work orders when a required resource is unavailable.
- State the permissions and restrictions for adding preferences.
Key terms:
- Resource preference: a record naming a service resource as Preferred, Required or Excluded on an account, asset, location, work order or line item.
- Required Resources work rule: limits an appointment's candidates to resources listed as Required on its work order or line item.
- Excluded Resources work rule: stops resources listed as Excluded from being assigned to the appointment.
- Preferred Resource objective: a service objective that favors preferred resources according to its weight in the scheduling policy.
- Direct parent: the work order or line item that a service appointment belongs to.
Key facts
Preference types
- Detail
- Preferred, Excluded, Required
Where preferences live
- Detail
- Accounts, assets, locations, work orders, line items
Copy order on creation
- Detail
- Asset, then location, then account; first found is copied
Preference used for scheduling
- Detail
- The appointment's direct parent's
Account preferences enforced
- Detail
- Only once listed on the work order or line item
Work orders from code or automation
- Detail
- Account preferences not recreated automatically
Rule type by engine
- Detail
- Database rule with Enhanced Scheduling and Optimization; Apex rule without
Not allowed as preferences
- Detail
- Inactive resources and dispatchers
Preferences on work orders
- Detail
- Edit on work orders and Read on service resources
Objective influence
- Detail
- Set by its weight in the scheduling policy
- Why does a work order that already has a resource preference not receive a copied one?
- When would you skip account-level preferences entirely?
- When is Excluded Resources an Apex work rule type?
- Which permissions let a user view resource preferences?
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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- Worked scenario
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