Salesforce Field-Service-Consultant Salesforce Certified Field Service Consultant (SP25) Exam Practice Test

This option allows booking appointments, creating work orders, and viewing work types and work rules, which are the tasks that call center agents are responsible for. References:https://help.salesforce.com/s/articleView?id=sf.fs_permission_sets.htm &type=5

Reshuffle is an action within the Gantt that allows rescheduling multiple service appointments at once based on predefined criteria such as emergency priority, travel time, or skills[209]. Reshuffle would allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work byrunning a reshuffle action that prioritizes emergency work and assigns it to the best available resources[210]. Defining a Global Optimization job to run hourly would not allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. 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[211]. Running a Global Optimization job hourly would not be responsive enough for emergency work identified throughout the day. Creating a custom Gantt action to call an Apex class to reschedule appointments would not be necessary for Universal Containers to dispatch emergency workidentified throughout the day that needs to be completed before lower-priority work. Custom Gantt actions are actions within the Gantt that can be customized using Apex code to perform specific tasks such as sending notifications or updating fields[212].Creating a custom Gantt action would require additional development and maintenance and would not leverage the existing Reshuffle action. Writing a batch Apex class to unschedule low priority work orders would not allow Universal Containers to dispatch emergency work identified throughout the day that needs to be completed before lower-priority work. Batch Apex is a way of processing large volumes of data asynchronously using Apex code[213]. Writing a batch Apex class would require additional development and maintenance and would not leverage the existing Reshuffle action. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_reshuffle_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_reshuffle_run.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_gantt_custom_actions_overview.htm &type=5https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_batch_interface.htm

Gantt Palettes allow the dispatcher to color code service appointments based on any field value, such as revenue or priority. References:https://help.salesforce.com/s/articleView?id=sf.fs_gantt_palettes.htm &type=5

A Product Request record can be added to a Work Order to request a product from inventory for a service appointment. A Work Type is a template that defines the duration, skills, and products required fora work order or work order line item. A Service Appointment is a record that represents a scheduled visit by a service resource to a customer location. A Service Report is a document that summarizes the details and outcomes of a service appointment. References: https://help.salesforce.com/s/articleView?id=sf.fs_product_requests.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_service_reports.htm &type=5

This option allows tracking each door lock as a unique product item with its own serial number and inventory location. References:https://help.salesforce.com/s/articleView?id=sf.fs_product_items.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 should be recommended to meetthis requirement, as it allows specifying which service resources are preferred by customers or accounts when scheduling service appointments. References:https://help.salesforce.com/s/articleView?id=sf.fs_resource_preferences.htm &type=5

Crew Management is a feature that allows creating and managing crews of multiple service resources who share the same service appointments[163]. The Preferred Resource service objective is ignored for active Crew Members because it only applies to individual resources and not crews[164]. Capacity-based scheduling is not supported for Service Crews because crews do not have capacity limits and can be assigned unlimited service appointments[165]. A service resource can be a member of multiple crews and can switch between them depending on their availability and skills[166]. Salesforce Field Service does not consider the Recommended Crew Size when assigning appointments because it only considers the Required Crew Size which indicates the minimum number of crew members needed for a service appointment[167]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_limitations.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_limitations.htm &type=5 https://help.salesforce.com/s/articleView? id=sf.fs_service_crews_create_edit_delete.htm&type=5https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceappointment_requiredcrewsize.htm

Work Orders are records that track customer requests for service such as repairs or maintenance[47].Work Order Line Items are records that track specific tasks or products related to a work order[48]. Service Appointments are records that track the date, time, duration, and assigned resource for a work order or work order line item[49]. Adding each Assetto a separate Work Order Line Item or a separate Work Order would allow handling the service associated with each container independently by creating different records for different containers. Creating a Service Appointment for each Line Item or each Work Order would allow scheduling and dispatching the service associated with each container independently by assigning different resources and time slots for different containers. Adding each Asset to a separate child Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. Creating a Service Appointment for the parent Work Order would not allow handling the service associated with each container independently by assigning one resource and time slot for all containers. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5

Changing the Work Order with a closed status of “Cancelled” allows tracking Work Order cancellations and subsequent follow-ups using reports or dashboards based on Work Order status field values[23. Re-using the existing Work Order for the follow-up allows maintaining the relationship between the original customer request and the follow-up action without creating duplicate records[24. Changing the Work Order with a status of “New” would not indicate that it was cancelled before. Creating a child Work Order for the follow-up Work Order would create an unnecessary hierarchy of Work Orders that could complicate reporting and scheduling. References:[23. https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm &type=5 [24.https://trailhead.salesforce.com/en/content/learn/modules/field-service-lightning-basics/field-service-lightning-work-orders

Service Resources are records that represent the people or equipment that perform field service tasks[53]. Permission Set Licenses are licenses that grant users access to specific features such as Field Service Dispatcher Console or Field Service Mobile App[54]. Creating one service resource and assigning the relevant permission set license would allow an employee at Universal Containers to perform both dispatcher and technician roles using one record and one license. Creating two skills records and assigning them to service resources record would not affect their roles or accessto features. Skills are records that define specific abilities or qualifications that service resources have[55]. Creating two service resources and assigning them to the employee would create duplicate records and require two licenses for one employee. Creating one service resource and assigning the technician and dispatcher role would not work because roles are not fields on the service resource object. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_permission_set_licenses_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm &type=5

Work Types are templates that define the duration, skills, and products required for a work orderor work order line item. By creating Work Types for Install, Break-fix, and Inspections, Universal Containers can standardize creation of Work Orders with the correct skills and estimated time to completion[34]. Entitlement Templates are templates that define the terms of support for customers such as number of cases allowed or response time[35]. Entitlements are records that specify customers’ support terms based on their contracts or warranties[36]. Work Order Record Types are record types that allow creating different page layouts and picklist values for different types of work orders[37]. References: https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.entitlements_templates_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_record_types.htm &type=5

A relevance group is used to filter resources based on a custom field value. By creating a relevancegroup on the work rule to filter based on the tier number, the system can prioritize resources with higher seniority for a service appointment.

This feature shouldbe used to reduce travel time and increase technician productivity by automatically scheduling service appointments based on predefined criteria and objectives, such as minimizing travel distance or maximizing utilization. References:https://help.salesforce.com/s/articleView?id=sf.fs_optimizer_overview.htm &type=5

Capacity-Based Service Resources are service resources that have a limited number of hours available for work per day or week[150]. Setting the Contractor Manager as a Capacity-BasedService Resource would allow Universal Containers to outsource 100 hours of weekly maintenance to an external Contractor by setting up criteria such as capacity hours per week equals 100 and capacity type equals weekly[151]. Creating the individual Technicians as Service Crew Members would not work because Service Crew Members are service resources that belong to a crew and share the same service appointments[152]. Setting the individual Technicians as Capacity-Based Service Resources would not work because Universal Containers does not have visibility into the individual external technicians. Creating the Contractor Manager as a Crew Service Resource would not work because Crew Service Resources are service resources that act as leaders or managers of a crew and can assign crew members to service appointments[153]. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based_create_edit.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_service_crews_create_edit_delete.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

This option allows automatically associating certain products to Work Orders based on the work type selected, and generating Work Order Line Items for those products. References:https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5

Service Reports aredocuments 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.process_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.reports_builder_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.email_templates_overview.htm &type=5

Frequency is a field on the Maintenance Plan objectthat defines how often work orders should be generated from maintenance plans such as daily, weekly, or monthly[228]. Generation Timeframe is a field on the Maintenance Plan object that defines how many work orders should be generated from maintenance plans at a time such as 1, 2, or 12[229]. Auto-generate work orders is a field on the Maintenance Plan object that enables or disables the automatic generation of work orders from maintenance plans[230]. Setting Frequency to 1 Month; Generation Timeframe of 12; uncheck Auto-generate work orders would allow Universal Containers to offer customers a MaintenancePlan that provides 12 monthly checkups where the customer will call to schedule each visit by creating maintenance plans that generate one work order permonth for 12 months but do not generate them automatically until the customer calls[231]. Setting Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work orders would not allow Universal Containers to offer customers a Maintenance Plan that provides 12 monthly checkups where the customer will call to schedule each visit. It would create maintenance plans that generate one work order per month for one month and generate them automatically without waiting for customer calls. Setting Frequency to 1 Month; Generation Timeframe of 12; check Auto-generate work orders would not allow Universal Containers to offer customers a Maintenance Plan that provides 12 monthly checkups where the customer will call to schedule each visit. It would create maintenance plans that generate one work order per month for 12 months and generate them automatically without waiting for customer calls. Setting Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work orders would not allow Universal Container

This work rule should be used to assign service resourcesbased on related object records, such as accounts or assets, by matching field values between objects. References:https://help.salesforce.com/s/articleView?id=sf.fs_work_rules_match_field.htm &type=5

These two objects are required when configuring an optimization job, as they define the scope and the criteria for the optimization process. References:https://help.salesforce.com/s/articleView?id=sf.fs_optimizer_overview.htm &type=5

These two troubleshooting steps should betaken to resolve the issue, as they could explain why the service appointment status is not updated correctly on the console. References:https://help.salesforce.com/s/articleView?id=sf.fs_mobile_troubleshooting.htm &type=5

This option should be recommended to meet this requirement, as it 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 viewing the asset relationships on the Asset object, where the primary asset is the parent asset and the related assets are the child assets. References:https://help.salesforce.com/s/articleView?id=sf.fs_asset_relationships.htm &type=5

This configuration can be used to brand the Salesforce Field Service mobile app by uploading a custom logo image that appears on the app’s login screen and navigation bar. References:https://help.salesforce.com/s/articleView?id=sf.fs_mobile_branding.htm &type=5

These two applications allow viewing all of the absence records at once, as they support displaying related lists on objects such as service resources or service territories. References:https://help.salesforce.com/s/articleView?id=sf.fs_absences_overview.htm &type=5

These three considerations should be taken into account when implementing service level agreements for work orders, as they affect how milestones are created and applied to work orders. References:https://help.salesforce.com/s/articleView?id=sf.fs_milestones_for_work_orders_overview.htm &type=5

 Work Order Line Items can be used to link to specific Assets within an Asset Hierarchy that represents a Bill of Materials (BoM). Work Order Line Items can also be used to create a hierarchy of tasks that need to be performed in a sequence. Standard Reports do not show Parent and Root Work Order Line Items within WorkOrders by Customer. Work Order Line Items do not automatically inherit the hierarchy of Assets attached to Work Order. References: https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_item_hierarchy.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_reports_dashboards.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5

This optionallows setting operating hours for accounts to specify when service can be performed for customers. References:https://help.salesforce.com/s/articleView?id=sf.fs_operating_hours.htm &type=5

Earliest Start Permitted is a field on the Service Appointment object that defines the earliest date and time that a service appointment can start[222]. Due Date is a field on the Service Appointment object that defines the latest date and time that a service appointment must be completed by[223]. Using Earliest Start Permitted and Due Date fields on Service Appointments would help ensure that they are completed within the agreed upon Service Level Agreement (SLA) with Universal Containers’ customers by setting the boundaries for when a service appointment can start and finish according to the SLA terms[224]. Actual Start andActual End are fields on the Service Appointment object that capture the actual date and time that a service appointment started and ended[225]. Using Actual Start and Actual End fields on Service Appointments would not help ensure that they are completedwithin the agreed upon SLA with Universal Containers’ customers because they are recorded after the service appointment is performed and do not enforce any SLA terms. Arrival Window Start and Arrival Window End are fields on the Service Appointment objectthat define the expected date and time range that a resource will arrive at a service appointment[226]. Using Arrival Window Start and Arrival Window End fields on Service Appointments would not help ensure that they are completed within the agreed upon SLA with Universal Containers’ customers because they only indicate when a resource will arrive and do not enforce any SLA terms. Scheduled Start and Scheduled End are fields on the Service Appointment object that define the planned date and time range thata service appointment will take place[227]. Using Scheduled Start and Scheduled End fields on Service Appointments would not help ensure that they are completed within the agreed upon SLA with Universal Containers’ customers because they only indicate whena service appointment is scheduled and do not enforce any SLA terms. References: https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceappointment.htmhttps://help.salesforce.com/s/articleView?id=sf.fs_sla_overview.htm &type=5

Maintenance Plans are records that define the recurring service schedule for an asset or a product such as quarterly, monthly, or weekly[59]. Configuring a Maintenance Plan would allow creating quarterlyservice appointments for one of the products sold by Universal Containers automatically based on predefined criteria such as start date, end date, or generation method[60]. Defining a repeating Work Type would not create quarterly service appointments automatically. Work Types are templates that define the duration, skills, and products required for a work order or work order line item[61]. Implementing Path for Work Orders would not create quarterly service appointments automatically. Path is a feature that displays key fields and guidance for each stage of a work order process[62]. Building a Process for Service Appointments would not create quarterly service appointments automatically. Processes are automated workflows that execute actions based on specified criteria such as updating fields, sending emails, or creating tasks[63]. References:https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_create_edit_delete.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5 https://help.salesforce.com/s/articleView? id=sf.path_overview.htm&type=5https://help.salesforce.com/s/articleView?id=sf.process_overview.htm &type=5

Drip feed is a feature that automatically dispatches service appointments to resources based on predefined criteria and time intervals. By using dripfeed, the system can handle same-day service appointments and adjust the technician’s schedule accordingly.

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

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

Capacity-based scheduling is a feature that allows the system to schedule service appointments based on the capacity of the resources. This feature is supported for service crews, which are groups of resources that worktogether on service appointments.

Service Territories are used to group resources and service appointments based on geographic areas or other criteria. The recommended limit for service appointments per territory per day is 500 for optimal performance and user experience. References: https://help.salesforce.com/s/articleView?id=sf.fs_territories.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_limits.htm &type=5

This option allows reporting on assets and their attributes, including hierarchical relationships, by using the standard asset reports and fields. References:https://help.salesforce.com/s/articleView?id=sf.fs_asset_hierarchy.htm &type=5

Updating the Resource as not available allows marking a resource as unavailable for a specific time period due to sickness, vacation, or other reasons[27. Selecting the affected Service Appointments and pressing “Schedule” allows rescheduling multiple service appointments at once based on predefined criteria such as travel time or priority[28. Dragging and dropping the Service Appointments to other available Resources and running Optimization would reschedule service appointments manually and then run an optimization process that could override the manual changes[29. Asking the Customer Service Rep to call the customers and manually re-schedule for another day would not use the scheduling features of Field Service and could result in customer dissatisfactionor missed service level agreements. Changing the Scheduling Policy to “High Intensity” and activating the Background Optimization process would change the optimization criteria for all service appointments and run an optimization process in the backgroundthat could take a long time to complete[30. References: https://help.salesforce.com/s/articleView?id=sf.fs_resource_absences_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_schedule_service_appointments.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_background_optimization_overview.htm &type=5

This option allows tracking the work performed for each asset separately and associating it with a work order and a service appointment. References:https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.htm &type=5

Resource Availability Rules are rules that define when resources are available for service appointments based on their working hours, absences, breaks, travel time,etc.[77]. Using the Resource Availability Rule would allow configuring the Scheduling Policy to ensure a 30-minutelunch break that begins every day after 1 PM by setting up criteria such as break duration equals 30 minutes and break start time after 1 PM[78]. Creating a recurring Service Appointment would not ensure a 30-minute lunch break that begins every day after 1 PM. Recurring Service Appointments are service appointments that repeat at regular intervals such as daily, weekly, or monthly[79]. Using appropriate Resource Operating Hours would not ensure a 30-minute lunch break that begins every day after 1 PM. Resource Operating Hours are records that define when resources are available for work based on their time zones, business hours, holidays, etc.[80]. Creating Resource Absences every day would not ensure a 30-minute lunch break that begins every day after 1 PM. Resource Absences are records that mark resources as unavailable for work for specific time periods due to sickness, vacation, or other reasons[81]. References: https://help.salesforce.com/s/articleView?id=sf.fs_resource_availability_rules_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_availability_rules_breaks.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_recurring_service_appointments_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_resource_operating_hours_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_resource_absences_overview.htm &type=5

The Exclude Technician from Geolocation Tracking permission allows disabling geolocation tracking for specific service resources by assigning them a permission set with this permission. Setting the Geolocation Update Frequency field tozero for contractors would not disable geolocation tracking, but would make it update less frequently. Unchecking the Geocoding field on the Contractor’s profile or the Collect Service Resource Geolocation History field in Field Service Mobile Settings would not affect geolocation tracking, as these are not related settings. References: https://help.salesforce.com/s/articleView?id=sf.fs_geolocation_tracking_permissions.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_geolocation_tracking_settings.htm &type=5

Time sheet entries are records that track the time spent by a service resource on a work order or a work order line item[28]. Time sheet entries can be associatedto work order line items or work orders using lookup fields[29]. Assigned resources are records that assign a service resource to a service appointment[30]. Service resources are records that represent the people or equipment that perform field service tasks[31]. Time sheet entries cannot be associated to assigned resources or service resources directly. References: https://help.salesforce.com/s/articleView?id=sf.fs_time_sheets_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_time_sheet_entries_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_assigned_resources_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_service_resources_overview.htm &type=5

Global optimization is a process that reschedules all service appointments within a specified time frame based on predefined criteria such as travel time or priority[82]. Global optimization doesn’t reschedule appointments that have rule violations becauseit assumes that those appointments are manually scheduled by dispatchers for valid reasons[83]. There are no service resources available with the required skill levels because updating the skills required on the most common work types has increased the complexity of jobs and reduced the pool of qualified resources[84]. The optimizer uses a scheduling policy different from what is used on the dispatch console would not explain why the jobs are still scheduled to resources that lack the appropriate skill level. Scheduling policies are records that define the optimization criteria for scheduling service appointments such as minimizing travel time or maximizing resource utilization[85]. The territory of the resources was not included in the global optimizationrequest would not explain why the jobs are still scheduled to resources that lack the appropriate skill level. Global optimization requests are records that specify which service territories and time frames should be optimized[86]. References: https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_faq.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_global_optimization_requests_overview.htm &type=5

Soft Boundariesand Customer First are two default scheduling policies that meet the requirement of committing preferred resources to accounts and providing prompt service. Soft Boundaries prioritize resources that are assigned to the same account or service territory asthe service appointment. Customer First prioritize resources that have the highest customer satisfaction rating.

These are two actions that can help ensure that the technician who performed a customer’s initial installation is also assigned to subsequent service calls. A preferred resource is a resource that has a preference or affinity for working with a specific account or service territory. A preferred resource service objective is a service objective that prioritizes resources that are preferred for an account or service territory. By adding the technician as a preferred resource on the account record, and adding the preferred resource service objective to the scheduling policy, the system can assign the technician to future service appointments for that account.

Street Level Routing is a feature that calculates travel time between service appointments based on actual road distance and traffic conditions[131]. DefaultTravel Speed is a setting that defines the average speed of resources when traveling between service appointments[132]. Using Street Level Routing and Default Travel Speed would allow improving travel time accuracy by taking into account real-time road conditions and resource speed. Minimum Grade, Default Operating Hour would not affect travel time accuracy. Minimum Grade is a setting that defines the minimum skill level required for resources to be matched with service appointments[133]. Default OperatingHour is a record that defines the default working hours for resources[134]. Estimated Travel Time, Minimize Travel would not affect travel time accuracy. Estimated Travel Time is a field on the service appointment object that shows the expected travel timefor the assigned resource[135]. Minimize Travel is an optimization criterion that prioritizes reducing travel time when scheduling service appointments[136]. Travel Speed Unit, Actual Travel Time would not affect travel time accuracy. Travel Speed Unit isa setting that defines the unit of measurement for travel speed such as miles per hour or kilometers per hour[137]. Actual Travel Time is a field on the service appointment object that shows the actual travel time recorded by the resource[138]. References: https://help.salesforce.com/s/articleView?id=sf.fs_street_level_routing_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_default_travel_speed.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_minimum_grade.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_default_operating_hours_overview.htm &type=5 https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceappointment_estimatedtraveltime.htm https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_travel_speed_unit.htm &type=5https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceappointment_actualtraveltime.htm

These three objects are associated to the work type, as they define the skills, products, and service appointments that are related to the type of work performed. References:https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm &type=5