Salesforce Field Service Lightning Practice Exam

Which responsibility is associated with Contact Center Agents?

1. Optimizing job scheduling based on technician skills

2. Creating a Work Order and booking appointments from the Service Console

3. Managing field technicians directly

4. Routing service requests based on location

The correct answer is: Creating a Work Order and booking appointments from the Service Console

Contact Center Agents primarily focus on managing customer interactions and ensuring efficient service delivery. The responsibility of creating a Work Order and booking appointments from the Service Console falls squarely within their role. This task is crucial as it involves the initial handling of customer service requests, documenting them in a Work Order, and scheduling appointments for field service technicians. By creating Work Orders, Contact Center Agents ensure that all relevant information is captured, which aids in transparency and provides a clear overview for technicians regarding what tasks need to be completed. Booking appointments from the Service Console allows agents to have real-time visibility into technician availability and manage customer expectations effectively. The other responsibilities listed primarily pertain to functions that might be handled by field service managers or technicians. While optimizing job scheduling and routing service requests are critical to efficient field service operations, they are typically outside the direct duties of Contact Center Agents. Managing field technicians directly is more aligned with supervisory roles rather than the customer-oriented responsibilities of a Contact Center Agent.