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 access to

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.

Reference:

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=5

https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.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. Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_sharing_manual.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.fs_sharing_automatic.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.

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_crew_management.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 other

information

such

as

comments,

progress,

or

rescheduling.

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.fs_mobile_app_overview.htm&type=5

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.

Reference:

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=5

https://help.salesforce.com/s/articleView?id=sf.fs_drip_feed_dispatching_configure.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 by running 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 work identified 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.

Reference:

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=5

https://developer.salesforce.com/docs/atlas.enus.apexcode.meta/apexcode/apex_batch_interface.htm

Service Territory Location is a junction object that links Service Territory and Location objects[236].

Related Lists are components on page layouts that show records that are related to a record through

a lookup or master-detail relationship[237]. Adding the Service Territory Location Related List on the

Service Territory page layout and adding the Service Territory Location Related List on the Location

page layout would allow Universal Containers to show how Locations are associated to Territories by

displaying a list of Service Territory Locations on each record[238]. Creating the Service Territory

Location as a Service Territory lookup field or creating the Service Territory Location as a Location

lookup field would not work because they are not valid fields on either object. Reference:

https://developer.salesforce.com/docs/atlas.enus.api.meta/api/sforce_api_objects_serviceterritorylocation.htm

https://help.salesforce.com/s/articleView?id=sf.customize_related_lists.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.fs_service_territory_locations_overview.htm&type=

5

The asset relationships object is used to track when equipment has been swapped out by creating

parent-child relationships between assets. Adding the related asset related list to the asset page

allows viewing and creating asset relationships from an asset record. Adding the field history tracking

related list to the asset page would track field changes on an asset, but not asset relationships.

Adding the product request related list to the asset page would allow requesting products from

inventory

for

an

asset,

but

not

tracking

asset

relationships.

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_asset_relationships_overview.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.fs_asset_relationships_create.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.tracking_field_history.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.fs_product_requests.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 list of 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 that shows 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.

Reference:

https://help.salesforce.com/s/articleView?id=sf.fs_gantt_preventive_maintenance_overview.htm&t

ype=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=

5 https://help.salesforce.com/s/articleView?id=sf.fs_gantt_map_overview.htm&type=5

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.

Reference: https://help.salesforce.com/s/articleView?id=sf.fs_sharing_overview.htm&type=5