Salesforce Field Service Lightning Practice Exam

What does the Match Skill rule ensure during scheduling?

1. Only resources with relevant experience are assigned

2. That a service will be assigned only to resources that have the skill set needed

3. Resources are assigned based solely on availability

4. All technicians are equally eligible for any job

The correct answer is: That a service will be assigned only to resources that have the skill set needed

The Match Skill rule in Salesforce Field Service Lightning is designed to ensure that a service or work order is assigned to resources that possess the specific skill set required to complete the job. This functionality is essential for maintaining quality and efficiency in service delivery. By adhering to this rule, organizations can enhance customer satisfaction since the tasks are managed by personnel equipped with the right expertise. This capability allows for more precise matching between service requests and the technical skills of employees, ensuring that the work is handled competently. As a direct implication, when scheduling a service appointment, the system filters out resources that do not meet the necessary skill criteria, streamlining the assignment process and improving overall service outcomes. In summary, focusing on the specific requirements of the task and aligning them with the skills of available technicians through the Match Skill rule enhances the effectiveness and professionalism of the service team.