Salesforce Updated Field-Service-Consultant Exam Questions and Answers by benny

Enabling the sharing features in the Field Service settings in the Setup menu allows sharing dispatched service appointments with assigned resources regardless of the private record access model in sales, support, and field service organizations[50]. Creating a user territory for the technicians’ primary and secondary territories would not ensure that they have access to the service appointments dispatched to them. Creating a process to change the owner of the service appointment to the assigned technician would not work if multiple resources are assigned to the same service appointment. Configuring a sharing rule to share dispatched service appointments with the assigned resource would not work if multiple resources are assigned to different crews or teams. References: https://help.salesforce.com/s/articleView?id=sf.fs_sharing_overview.htm &type=5

Global optimization is a feature that allows rescheduling multiple service appointments at once based on predefined criteria such as emergency priority, travel time, or skills[194]. Global optimization would allow Universal Containers to realign available resources with open work by running an optimization job that prioritizes emergency work and assigns it to the best available resources[195]. Resource Schedule Optimization is a feature that allows scheduling service appointments for individual resources based on their availability and preferences[196]. Resource Schedule Optimization would not allow Universal Containers to realign available resources with open work because it does not consider multiple resources or service appointments at once. Emergency scheduling is a feature that allows creating and assigning emergency service appointments to the best available resources[197]. Emergency scheduling would not allow Universal Containers to realign available resources with open work because it does not reschedule existing service appointments. Customer First scheduling is a feature that allows prioritizing customer preferences and satisfaction when scheduling service appointments[198]. Customer First scheduling would not allow Universal Containers to realign available resources with open work because it does not prioritize emergency work or reschedule existing service appointments. References: https://help.salesforce.com/s/articleView?id=sf.fs_optimization_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_optimization_global_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_schedule_optimization_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_emergency_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_customer_first_overview.htm &type=5

These two scenarios are fully supported by Maintenance Plans, which allow creating recurring work orders and service appointments based on various criteria. References: https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm &type=5

Customer Entitlements are records that specify customers’ support terms based on their contracts or warranties[38]. Customer Entitlements can be used to offer appropriate appointment booking windows for Gold versus Standard Customers by defining different appointment windows for different entitlement levels[39]. Service Due Date is a field on the work order object that indicates when a work order must be completed by[40]. Customer Working Hours are records that define when customers are available for service appointments[41]. Service Urgency is a field on the work order object that indicates how quickly a work order must be completed[42]. References: https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_appointment_windows_entitlements.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_fields.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_customer_working_hours_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_fields.htm &type=5