Salesforce Field Service Lightning Practice Exam

What is a key responsibility of field technicians in Field Service Lightning?

1. Creating invoices for customers

2. Managing updates to service hours

3. Receiving Work Orders from the Dispatcher

4. Maintaining the Dispatcher Console

The correct answer is: Receiving Work Orders from the Dispatcher

Receiving Work Orders from the Dispatcher is a key responsibility of field technicians in Field Service Lightning. This process is essential for effective coordination and communication within the field service workflow. Field technicians rely on the Dispatcher to assign and prioritize tasks through Work Orders, providing them with a clear understanding of their daily jobs, including customer appointments and required service actions. When technicians receive Work Orders, they gain insight into customer needs, the specifics of the service required, any special instructions, and relevant equipment details. This information is crucial for technicians to plan their routes efficiently and be prepared with the necessary tools and parts for each service request. While creating invoices, managing updates to service hours, and maintaining the Dispatcher Console are important aspects of the overall field service operations, these tasks are typically handled by administrative staff or the dispatcher rather than field technicians. Therefore, receiving Work Orders effectively supports the primary role of technicians in delivering timely and efficient service to customers in the field.