An employee at Universal Containers performs the role of a Dispatcher and a Technician.

For this scenario, Salesforce Field Service should use one Service Resource with the relevant permission-set licenses. One employee should be represented once as a Service Resource. Access to technician and dispatcher capabilities is then provided through the appropriate licenses and permission sets rather than by duplicating the person in the resource model.

With private organization-wide defaults, Field Service can use automatic sharing, User Territories, territory public groups, and assignment relationships to expose the operational records needed by technicians and dispatchers. These sharing mechanisms are distinct from the permissions that control whether a user can configure Field Service or use a particular application capability.

The alternatives address different parts of the Field Service model. Skills do not grant application access, and Resource Type is not a multi-value role mechanism for simultaneously defining separate dispatcher and technician identities.

This approach keeps the implementation aligned with the standard Field Service data model and avoids unnecessary customization. Study Guide reference: Permissions and Sharing — Service Resources; Dispatcher permissions; Resource permissions.