Question 73 - Certified Field Service Consultant discussion

Status Transitions are settings that define which status updates are allowed or restricted for service appointments[205]. Pinned Statuses are settings that prevent service appointments from being rescheduled or unscheduled by scheduling or optimization services[206]. Ensuring that Status Transitions are configured to prevent the update from ''Cannot Complete'' to ''Scheduled'' and defining ''Cannot Complete'' as a Pinned Status for Scheduling and Optimization Services would allow Universal Containers to ensure that Service Appointments in a ''Cannot Complete'' status are unable to be rescheduled or unscheduled for history tracking purposes by restricting the status change from ''Cannot Complete'' to ''Scheduled'' and preventing scheduling or optimization services from moving or removing service appointments with the ''Cannot Complete'' status[207]. Defining ''Cannot Complete'' as a Pinned Status for Auto-Dispatch Services would not affect whether Service Appointments in a ''Cannot Complete'' status are able to be rescheduled or unscheduled. Auto-Dispatch Services are settings that automatically assign service appointments to resources based on predefined criteria[208]. Ensuring that Status Transitions are configured to allow the status update from ''Cannot Complete'' to ''Scheduled'' would not ensure that Service Appointments in a ''Cannot Complete'' status are unable to be rescheduled or unscheduled. It would enable the status change from ''Cannot Complete'' to ''Scheduled''.

Reference: https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_pinned_statuses_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions_create_edit_delete.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_auto_dispatch_overview.htm&type=5