Master the Salesforce Certified Field Service Consultant (WI24) Field-Service-Consultant Exam with Confidence!

Reshuffle allows the dispatcher to automatically reschedule service appointments for a specific date range based on the current schedule and optimization rules1. In-day Optimization allows the dispatcher to optimize the schedule for a specific resource or territory based on real-time events such as cancellations or delays2. References: 1 https://help.salesforce.com/s/articleView?id=sf.fs_reshuffle.htm &type=5 2 https://help.salesforce.com/s/articleView?id=sf.fs_in_day_optimization.htm &type=5

These three options are available to the dispatcher to schedule service appointments from the dispatch console while taking the scheduling policy into consideration. References: https://help.salesforce.com/s/articleView?id=sf.fs_dispatch_console_schedule_appointments.htm &type=5

These two considerations impact the scheduled timeframe of multi-day work, as they affect the availability and capacity of the resource assigned to the work. References: https://help.salesforce.com/s/articleView?id=sf.fs_multi_day_work.htm &type=5

This option ensures that the service territory member’s operating hours are aligned with the service territory’s time zone, and avoids scheduling conflicts or gaps. References: https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm &type=5

This option allows creating a service resource that represents a group of technicians who work together on the same service appointment. References: https://help.salesforce.com/s/articleView?id=sf.fs_crew_management.htm &type=5

This option allows tracking the time spent on each step of the work order line item and associating it with the time sheet entry record. References: https://help.salesforce.com/s/articleView?id=sf.fs_time_sheets_overview.htm &type=5

Excluded Resources are used to prevent certain service resources from being assigned to specific accounts or locations based on customer feedback or preferences. Assigning the Technician to a new Service Territory would affect all their service appointments, not just those for that Customer. Removing the Technician as a Preferred Resource would not prevent them from being assigned to that Customer, but would lower their priority. Creating a new Work Order Validation Rule would not affect the scheduling or optimization of service appointments, but would only validate data entry on work orders. References: https://help.salesforce.com/s/articleView?id=sf.fs_excluded_resources.htm &type=5 https://help.salesforce.c om/s/articleView?id=sf.fs_territories.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_preferred_resources.htm &type=5

Product Items are records that track the location, quantity, and status of a product in inventory[43]. Product Items can be used to better understand the distribution of a critical and expensive part across all inventory locations as the part is reused and restocked. Maintenance Plan is a feature that defines the recurring service schedule for an asset or a product[44]. Entitlement Plan is a feature that defines the terms of support for customers such as number of cases allowed or response time[45]. Assets are records that represent products that customers have purchased and that require service[46]. References: https://help.salesforce.com/s/articleView?id=sf.fs_product_items.htm &type=5 https://help.salesf orce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.entitlements_templates_overview.htm &type=5 https://h elp.salesforce.com/s/articleView?id=sf.fs_assets.htm&type=5

Service Reports are documents that summarize the details and outcomes of a service appointment such as work performed, products consumed, customer feedback, etc.[72]. Using the standard Service Report would allow Field Service Technicians to capture details and customer approval on completed work and send them to the customer electronically by generating and emailing service reports from the Field Service Mobile App or the web browser[73]. Creating a Process Builder to generate a report would not allow Field Service Technicians to capture details and customer approval on completed work. Process Builder is a tool that allows users to automate workflows based on specified criteria and actions[74]. Creating a custom report would not allow Field Service Technicians to capture details and customer approval on completed work. Custom reports are reports that allow users to view data based on specific criteria such as objects, fields, filters, or charts[75]. Using the standard Work Order email template would not allow Field Service Technicians to capture details and customer approval on completed work. Email templates are templates that allow users to send predefined emails with merge fields[76]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_reports_generate.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.p rocess_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.reports_builder_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.email_templates_overview.htm &type=5

Operating Hours define when service resources are available for work and when customers can book appointments. The Time Slots for Appointment Booking setting determines how operating hours are divided into time slots that can be assigned to service appointments. The Maintenance Plan for the Account or the Due Date of the Service Appointment do not affect operating hours, but are used to generate and schedule recurring work orders. References: https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm &type=5