Salesforce Field Service Lightning Practice Exam

What happens to services with higher scores preferred by the scheduling engine?

1. They are scheduled last

2. They are prioritized for scheduling

3. They are assessed later

4. They are ignored in the scheduling process

The correct answer is: They are prioritized for scheduling

Services with higher scores are prioritized for scheduling by the scheduling engine. This means that when the system evaluates which services to assign to available resources, it gives preference to those that have demonstrated higher scores based on the criteria set in the scheduling policies. Higher scores typically reflect better alignment with customer needs, resource availability, and service levels, leading to more efficient operations and improved customer satisfaction. By ensuring that the most relevant and urgent services are scheduled first, organizations can optimize their field service processes, reduce response times, and enhance the overall service experience for customers. Thus, prioritizing higher-scored services aligns with the goals of effective resource management and customer service excellence.