Salesforce Field Service Lightning Practice Exam

When is a service appointment automatically shared with the user of the assigned resource?

1. When it is created

2. When its status is changed to Dispatched

3. When it is assigned to a technician

4. When it is completed

The correct answer is: When its status is changed to Dispatched

A service appointment is automatically shared with the user of the assigned resource when its status changes to Dispatched. This is crucial because at the Dispatched status, it signifies that the service appointment is ready for the technician to take action. This ensures that the technician has visibility of their appointments and can manage their schedules effectively. Sharing at this point allows the assigned resource to access vital information about the appointment, such as location, customer details, and job requirements. It aligns with the operational flow of Field Service Lightning, where communication and coordination between dispatchers and field technicians are essential for efficient service delivery. The other options indicate actions or states that do not guarantee visibility or active engagement for the technician. For example, when a service appointment is created or assigned, it may not yet be actionable, and thus, sharing might not be necessary at those earlier stages. Similarly, sharing upon completion is too late in the process to assist the technician during the service visit.