Salesforce Certified Field Service Consultant — Question 7

The field service administrator at Ursa Major Solar updates the skills required on the most common work types to adapt to the increasing complexity of Jobs. This change has led to many service appointments to be in violation. There is a global optimization job set up to run nightly that has been working correctly up until this point. The administrator needs to understand why the jobs are still scheduled to resources that lack the appropriate skill level.
What are two reasons appointments remaining in violation and are not reassigned? (Choose two.)

Answer options

• A. Global optimization doesn’t reschedule appointments that have rule violations.
• B. There are no service resources available with the required skill levels.
• C. The optimizer uses a scheduling policy different from what is used on the dispatch console.
• D. The territory of the resources was not included in the global optimization request.

Correct answer: C, D

Explanation

The correct answers are C and D because the optimizer may use a different scheduling policy than what is applied in the dispatch console, leading to inconsistencies. Additionally, if the territory of the resources was not included in the global optimization request, the system may not consider those resources for reassignment, leaving appointments in violation. Options A and B are incorrect as they do not directly address the reassignment process in this scenario.