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Universal Containers uses In-Day Optimization to optimize a Service Territory schedule during working hours. The dispatchers have recently noticed that In-Day Optimization reschedules Service Appointments in status 'In Progress' to other Service Resources, which requires them to correct the schedule manually. What should a consultant recommend to troubleshoot this behavior?
Correct Answer: C
When running optimization (Global or In-Day), the engine is allowed to move any appointment that is not "Pinned." * Option C is correct.In Salesforce Field Service, you must explicitly define which statuses are consideredPinned(immovable) during optimization. This is configured inField Service Settings > Optimization > Logic. If the 'In Progress' status isnotselected in the "Pinned Statuses" list, the optimization engine sees that appointment as movable. To improve the schedule, it might unassign the current tech and assign a different one, even though the tech is already on-site. * Ensuring 'In Progress' is "excluded from optimization logic" (Pinned) forces the engine to schedule aroundthat appointment rather than moving it. * Option B refers to "Status Transitions," which controls the lifecycle flow (e.g., New -> Scheduled -> In Progress) but does not control the scheduling engine's permission to move the job.
