Salesforce Field Service Lightning Practice Exam

How does the scheduling engine evaluate service objectives?

1. By using customer feedback

2. By calculating the total score based on objectives

3. By assessing service completion times

4. By prioritizing technician skill levels

The correct answer is: By calculating the total score based on objectives

The scheduling engine evaluates service objectives by calculating the total score based on a set of predefined criteria. This scoring mechanism takes into account various factors, including service objectives such as appointment windows, travel times, and other relevant metrics that determine how well a proposed schedule meets the needs of the business and the customer. By assigning scores to different scheduling options, the engine can effectively identify the most suitable assignment that aligns with business priorities and customer expectations. While other factors such as customer feedback, service completion times, and technician skill levels are important considerations in the overall scheduling process, the core function of the scheduling engine revolves around the systematic evaluation and scoring of these service objectives to arrive at the optimal schedule.