This option allows the Resource Skill to expire when the certification expires, and prevents the resource from being scheduled for jobs that require that skill. References:https://help.salesforce.com/s/articleView?id=sf.fs_resource_skills.htm &type=5

Soft Boundaries and 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 as the service appointment. Customer First prioritize resources that have the highest customer satisfaction rating.

Customgantt filters are filters that allow dispatchers to view service appointments based on specific criteria such as status, priority, or custom fields[67]. Creating a custom gantt filter would allow providing a view of emergency work that is only visible to dispatchers by setting up criteria such as status equals emergency and sharing the filter with dispatchers only[68]. Custom lightning component is a component that allows developers to create custom user interfaces using Lightning Web Components or Aura Components[69]. Creating a custom lightning component would require coding and would not leverage the existing gantt chart functionality. Custom report in a private report folder is a report that allows users to view data based on specific criteria such as objects, fields, filters, or charts[70]. Creating a custom report in a private report folder would not provide a view of emergency work on the gantt chart and would not allow dispatchers to schedule or reschedule service appointments. Custom list view is a list view that allows users to view records based on specific criteria such as filters, fields, or sorting[71]. Creating a custom list view would not provide a view of emergency work on the gantt chart and would not allow dispatchers toschedule or reschedule service appointments. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_filters.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_filters_create.htm &type=5 https://developer.salesforce.com/docs/component-library/documentation/en/lwc https://help.salesforce.com/s/articleView?id=sf.reports_builder_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.customize_listviews.htm &type=5

Polygons are geographic areas that define service territories for scheduling and optimization purposes. The Polygon Assignment Policy determines which polygon in a service territory hierarchy is used to assign service appointments to service resources based on their location or skills. Setting it to the Lowest Level ensures that service appointments are assigned based on the polygon of the child service territory in the hierarchy1. Setting it to the Highest Level would use the polygon of the parent service territory in the hierarchy1. TheTerritory Assignment Policy determines which territory in a hierarchy is used to filter available resources for scheduling. It does not affect polygon assignment. References: 1 https://help.salesforce.com/s/articleView?id=sf.fs_polygons_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_territories_overview.htm &type=5

Multi-day service appointments are used when jobs can take longer than the available resources hours in a day or require consecutive days of work and can span over weekends. Jobs that need to be performed at the same site on the same day of the week or require multiple stages of workperformed by different resources can be handled by single-day service appointments with appropriate scheduling policies and optimization rules. References:https://help.salesforce.com/s/articleView?id=sf.fs_multiday_service_appointments_overview.htm &type=5

To make custom actions visible in the Field Service mobile app,they need to be added to both the Classic Publisher Quick Actions section and the Mobile and Lightning Actions section on the page layout.

Skills are records that define specific abilities orqualifications that service resources have[158].Skill Levels are fields on the skill object that indicate the proficiency or experience of a service resource in a skill[159]. Assigning Contractor 1 and 2 different Skill Levels for repair Work Type would allow Universal Containers to configure the Contractors’ experience by setting up criteria such as skill name equals repair and skill level equals high for Contractor 1 and low for Contractor 2. Assigning Contractor 1 as a Preferred Resource would not configure the Contractors’ experience. Preferred Resources are optimization criteria that prioritize assigning service appointments to resources who have previously completed similar work orders or who are preferred by customers[160]. Assigning Contractor 1 and2 different capacities for repair work would not configure the Contractors’ experience. Capacities are fields on the service resource object that indicate the number of hours available for work per day or week[161]. Assigning Contractor 2 as an Excluded Resource would not configure the Contractors’ experience. Excluded Resources are optimization criteria that prevent assigning service appointments to resources who are explicitly excluded by customers or dispatchers[162]. References: https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm &type=5 https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_skill_skilllevel.htm https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_preferred_resources.htm &type=5 https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_serviceresource_capacityhoursperday.htmhttps://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_excluded_resources.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

This option allows visualizing the planned travel route for a technician on a map, based on the street-level directions and traffic conditions. References:https://help.salesforce.com/s/articleView?id=sf.fs_street_level_routing.htm &type=5

A Service Appointment can be shared by clicking Sharing on the record if manual sharing is enabled in Field Service settings[51]. Auto-generated scheduled Service Appointments will be shared with resources if automatic sharing is enabled in Field Service settings[52]. The Service Appointment’s parent record can be shared with the assigned resource, but this would not affect the sharing of the Service Appointment itself. Making the dispatcher the assigned resource on the Service Appointments would not make sense if they are not performing field service tasks. References: https://help.salesforce.com/s/articleView?id=sf.fs_sharing_manual.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_sharing_automatic.htm &type=5

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

Working Location Enable Primary is a setting on the Working Territories work rule that defines whether resources should be matched with service appointments based on their primary territory only or any territory they belong to[186]. Match Territory is a work rule that defines whether resources shouldbe matched with service appointments based on their territories[187]. Selecting Working Location Enable Primary on the Working Territories Work Rule and including the Match Territory Work Rule would allow Universal Containers’ scheduling policy to look atboth primary and secondary service territories by enabling matching resources with service appointments based on any territory they belong to and prioritizing matching resources with service appointments based on their territories. Removing the Match Territory Work Rule would not allow Universal Containers’ scheduling policy to look at both primary and secondary service territories because it would disable matching resources with service appointments based on their territories. Deselecting Working LocationEnable Primary on the Working Territories Work Rule would not affect Universal Containers’ scheduling policy because it is already deselected by default. References: https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_work_rules_working_territories.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_work_rules_match_territory.htm &type=5

Match Boolean is an optimization criterion that prioritizes matching service appointments with resources based on boolean fields such as certifications or preferences[139]. Using Match Boolean in the Scheduling Policy would allow Universal Containers to ensure that Service Appointments are only assigned to Active Resources bycreating a boolean field on the service resource object such as Active Resource and setting it to true or false depending on their status. Match Fields is an optimization criterion that prioritizes matching service appointments with resources based on fields such as skills or territories[140]. Preferred Resources is an optimization criterion that prioritizes assigning service appointments to resources who have previously completed similar work orders or who are preferred by customers[141]. Required Resources is an optimization criterion that prioritizes assigning service appointments to resources who are explicitly required by customers or dispatchers[142]. References: https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_match_boolean.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_match_fields.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_preferred_resources.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_required_resources.htm &type=5

This is the recommended sequence of steps to dispatch a technician for a customer issue. A case is created to track the customer issue, a work order is created to track the work that needs to be done, a service appointment is created to schedule the work, and a service appointment is dispatched to assign it to a technician.

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

Serialized inventory allows tracking individual product items by serial number, which is useful for traceability from factory to customer sites. Unsterilized inventory allows tracking product quantities without serialnumbers, which is suitable for disposable kits that are not reused or returned. Creating both products and kits as serialized or unsterilized inventory would not meet the requirement of traceability for products and disposability for kits. References: https://help.salesforce.com/s/articleView?id=sf.fs_serialized_inventory_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_unserialized_inventory_overview.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

Arrival Window Start and Arrival Window End are fields on the Service Appointment that indicate when a technician is expected to arrive at a customer site based on travel time and service duration calculations. These fields can be shared with customersto set expectations around upcoming appointments. Scheduled End and Scheduled Start are fields on the Service Appointment that indicate when a technician is scheduled to start and end their service based on their availability and assigned time slots. These fields are not accurate indicators of when a technician will arrive at a customer site, as they do not account for travel time and service duration variations. References:https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5

This option allows recording the required work for each component separately, and tracking the status and progress of each Work Order Line Item. References:https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.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 acritical 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 ofsupport 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.salesforce.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=5https://help.salesforce.com/s/articleView?id=sf.fs_assets.htm &type=5

hese two configurations allow adding a new status to the existing status flow for Service Appointments, and defining which statuses can transition to or from the new status. References:https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions.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

These two ways should be recommended to track these inventory requirements in Salesforce, as they allow specifying which products are needed for work orders or work order line items and updating the inventory accordingly. References:https://help.salesforce.com/s/articleView?id=sf.fs_products_required.htm &type=5

A custom approval process on work orders is used to define the steps and criteria forapproving a work order before it can be closed. A custom validation rule on work orders is used to check the data entered on a work order and prevent it from being saved if it does not meet the specified conditions. By using these configurations, the system can prevent work orders from being closed until the customer service report is signed.

Drip Feed Dispatching is a feature that allows dispatching groups of service appointments to technicians at regular intervals instead of all at once[56]. Enabling Drip Feed Dispatching in Field Service Settings allows turning on this feature for all service territories[57]. Setting the Number of Services to Drip Feed on the Service Territory allows specifying how many service appointments should be dispatched at a time for each service territory[58]. Setting the Service Appointment to Dispatch in Field Service Settings would not affect how many service appointments are dispatched at a time. Enabling Sharing of Dispatched Service Appointments would not affect how many service appointments are dispatched at a time. References: https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_enable.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_configure.htm &type=5

This licensing will be required for the Field Service Schedule Optimization user, as it allows accessing Salesforce features and functionality such as optimization jobs and settings. References:https://help.salesforce.com/s/articleView?id=sf.fs_permission_sets.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 should be recommended to implement this process, as it allows scheduling two technicians to complete a job at different times by creating two separate service appointments and assigning them to different resources. References:https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5

Maintenance Plans are records that define recurring work orders for preventive maintenance such as inspections or tune-ups[188]. Auto-generate Work Orders is a setting that enables or disables the automatic generation of work orders from maintenance plans[189]. Generation Timeframe is asetting that defines how often work orders should be generated from maintenance plans such as daily, weekly, or monthly[190]. Generation Horizon is a setting that defines how far in advance work orders should be generated from maintenance plans such as 7days or 30 days[191]. Auto-generating Work Orders with a 14 day Generation Timeframe and a 14 day Generation Horizon would allow Universal Containers to automatically generate Work Orders 14 days before the next suggested maintenance date by creating workorders from maintenance plans every 14 days within14 days of their scheduled date. Associating a Required Skill called Site Visit to a Maintenance Plan would not affect how far in advance work orders are generated from maintenance plans. Required Skills are fields on the maintenance plan object that indicate which skills are needed for performing preventive maintenance[192]. Associating a Work Type called Site Visit to a Maintenance Plan would not affect how far in advance work orders are generated from maintenance plans. Work Types are records that define the standard tasks and duration for a specific type of work[193]. 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_auto_generate_work_orders.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans_generation_timeframe.htm

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. It can be used when an extreme weather situation impacts both the volume of work and number of available resources at Universal Containers. Resource Schedule optimization is a process that reschedules service appointments assigned to a specific resource based on predefined criteria such as traveltime or priority. It would not address the impact on other resources or unassigned service appointments. Emergency scheduling is a process that assigns emergency service appointments to available resources based on predefined criteria such as travel time or priority. It would not address the impact on existing service appointments or non-emergency service appointments. Customer first scheduling is a process that assigns service appointments based on customer preferences such as preferred time slots or preferred resources. It would not address the impact on resource availability or service level agreements. 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_resource_schedule_optimization_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_emergency_scheduling_overview.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_customer_first_scheduling_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

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

The Preventative Maintenance Gantt is a view within the Dispatcher Console that shows the scheduled service appointments for preventive maintenance work orders[217]. The Dispatcher Console Appointment list is a view within the Dispatcher Console that shows the listof service appointments with various details such as status, priority, or assigned resource[218]. Filtering is a feature that allows narrowing down the list of records based on specific criteria such as date, status, or territory[219]. Using the Preventative Maintenance Gantt and filter the list to show only desired work orders and using the Dispatcher Console Appointment list and filter the list to show only desired service appointments would allow Universal Containers’ Managers to monitor Preventative Maintenance work orders using the Dispatcher Console by showing them the preventive maintenance service appointments on a Gantt chart or a list view and allowing them to apply filters to see only the relevant records[220]. Using the Dispatcher Console Map and filter the list to show only desired service appointments would not allow Universal Containers’ Managers to monitor Preventative Maintenance work orders using the Dispatcher Console. The Dispatcher Console Map is a view within the Dispatcher Console thatshows the locations of service appointments and resources on a map[221]. Using the Dispatcher Work Order Polygon and filter the list to show only desired service appointments would not work because there is no such feature as Dispatcher Work Order Polygon. References: https://help.salesforce.com/s/articleView?id=sf.fs_gantt_preventive_maintenance_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_appointment_list_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_filter_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_preventive_maintenance_view.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_gantt_map_overview.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

Work Orders are records that track customer requests for service such as repairs or maintenance[87]. Work Order Line Items are records that track specific tasks or products related to a work order[88]. Service Appointments are records thattrack the date, time, duration, and assigned resource for a work order or work order line item[89]. Using this data model would allow Universal Containers’ technicians to follow a standard operating procedure while performing maintenance on an individual asset by creating different work order line items for different operations and capturing notes and status updates for each line item. It would also allow scheduling and dispatching one service appointment for one visit. Service appointment to represent preventative maintenance on the asset - work order line item to represent the different operations - work order to represent the visit would not work because service appointments cannot be related directly to assets. Work order line item represent preventativeMaintenance on the asset - work order represent the different operations- service appointment to represent visit would not work because work order line items cannot be related directly to assets. 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

Sort by Average Utilization is an option on the Resources Tab of the Gantt chart that allows sorting resources by their average utilization percentage[239]. Utilization is a metric that measures how much time a resource spends on service appointments compared to their total working hours[240]. Selecting Sort by Average Utilization on the ResourcesTab would allow Universal Containers to identify which resources need more or fewer appointments by showing them how busy each resource is based on their utilization percentage[241]. Selecting Date Resolution on the Hours Tab would not allow Universal Containers to identify which resources need more or fewer appointments. Date Resolution is an option on the Hours Tab of the Gantt chart that allows changing how many hours are shown per column such as 1 hour, 2 hours, or 4 hours[242]. Selecting Travel Time and Breaks as skills on the Skills Tab would not allow Universal Containers to identify which resources need more or fewer appointments. Skills are records that define specific abilities orqualifications that resources have[243]. Travel Time and Breaks arenot skills but fields on the Resource object that define how much time a resource spends traveling between service appointments and how much time they take for breaks[244]. Selecting Hours, Absences and Overtime on

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

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

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.

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

The technician would use a Return Order to create a return for the unused circuitboard. The Return Order would specify the quantity of the product being returned, the reason for the return, and the shipping address. The technician would then use a Product Receipt to record the receipt of the returned product. The Product Receipt wouldspecify the quantity of the product received, the condition of the product, and the location of the product.

The other two options are incorrect because they are not used to return products. A Work Order is used to track the work that needs to be done on aproduct or service. A Product Transfer is used to move products from one location to another.

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

 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

The In Jeopardy field on the Service Appointment is a checkbox that indicates whether a service appointment is at risk of late completion based on travel time and service duration calculations. Technicians can update this field using the Field Service Mobile App to alert dispatchers and managers of potential issues. Posting to the Service Appointment Chatter feed, changing the Status field on the Service Appointment, or adjusting the Scheduled End field on the Service Appointment would not indicate that a service appointment is in jeopardy, but would communicate otherinformation such as comments, progress, or rescheduling. References: https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm &type=5https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_overview.htm &type=5