Salesforce Field Service Lightning Practice Exam

Which scheduling policy is identical to the Customer First policy but allows sharing of employees between territories?

1. High Intensity

2. Soft Boundaries

3. Emergency

4. Custom

The correct answer is: Soft Boundaries

The correct answer is Soft Boundaries. This scheduling policy is designed to allow for some flexibility in resource allocation across different territories while still prioritizing the needs of the customer, much like the Customer First policy. The key distinction with Soft Boundaries is that it permits dispatchers to share employees between different territories when necessary. This can be particularly beneficial in situations where demand fluctuates or where there are staffing shortages in certain areas, allowing businesses to optimize their resources efficiently. In comparison to the Customer First policy, which focuses strictly on ensuring that resources are allocated to the areas where customers are primarily located without sharing, Soft Boundaries introduces a layer of adaptability. This makes it an effective option for organizations that require agility in their service teams without compromising customer satisfaction. The other scheduling policies, such as High Intensity, Emergency, and Custom, do not share this characteristic of allowing flexibility in employee allocation between territories while maintaining a customer-first approach. High Intensity focuses more on handling high-demand situations, Emergency deals with critical service needs, and Custom can vary greatly depending on how it is specifically designed, but none replicate the unique balance of customer focus and inter-territory employee sharing found in Soft Boundaries.