How should the field service administrator ensure this corporate policy is enforced considering the Customer First scheduling policy is utilized consistently except in emergency situations?

AW Computing groups its technicians based on seniority. The newest techs comprise Tier 1, move to Tier 2 after a year on the job, and get assigned to Tier 3 after 3 years on the job. Resources with more seniority should be considered for a job over resources with less seniority.

How should the field service administrator ensure this corporate policy is enforced considering the Customer First scheduling policy is utilized consistently except in emergency situations?

A. Create a custom number field to capture the tier number on the service resource.

B. Create a queue for each tier group within each territory on the Service Appointment object.

C. Use the Priority field on the service resource assigning Tier 3 techs the lowest number and Tier 1 techs with the highest number.

D. Make a relevance group on the work rule to filter based on the tier number and add the rule to the policy.

View Answer

Answer: C

Explanation:

The goal is to prioritize scheduling based on technician seniority while still using the Customer First scheduling policy. Given the choices:

A. While a custom number field can capture the tier number, it doesn’t inherently prioritize the scheduling.

B. Queues are generally used to group and manage records, not prioritize the scheduling of technicians.

C. Using the Priority field is straightforward. By assigning Tier 3 techs (most senior) the lowest number, you’re effectively setting them as a higher priority. Conversely, by assigning Tier 1 techs (least senior) the highest number, you’re setting them as the lowest priority.

D. While relevance groups and work rules can be used to prioritize and filter technicians, the method might be more complex than simply using a Priority field.

Considering these options and the objective to prioritize based on seniority:

The correct answer is:

C. Use the Priority field on the service resource assigning Tier 3 techs the lowest number and Tier 1 techs with the highest number. This approach would be the most direct way to prioritize technicians based on seniority.