Salesforce Field Service Lightning Practice Exam

Which of the following describes a tracking feature of service objectives?

1. It helps in monitoring technician hours

2. It assigns scores based on scheduling goals

3. It tracks resource utilization rates

4. It manages customer satisfaction scores

The correct answer is: It assigns scores based on scheduling goals

The choice that best describes a tracking feature of service objectives is that it assigns scores based on scheduling goals. This functionality is integral to measuring how effectively service tasks are managed in relation to their planned schedules. By assigning scores based on how well a service organization meets predefined scheduling objectives, it provides insight into performance efficiency and helps in identifying areas for improvement. This scoring mechanism can motivate teams to adhere to scheduling targets and optimize their operations. Other features mentioned, such as monitoring technician hours, tracking resource utilization rates, and managing customer satisfaction scores, while important in the broader context of service management, do not specifically align with the defined purpose of assigning scores based on scheduling goals. These functions serve different aspects of service management and performance tracking but do not focus exclusively on the scheduling objectives that are central to the scoring feature described.