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: D

Explanation:

A relevance group is used to filter resources based on a custom field value. By creating a relevance group on the work rule to filter based on the tier number, the system can prioritize resources with higher seniority for a service appointment.

References: https://help.salesforce.com/s/articleView?id=sf.fsl_work_rules.htm&type=5