Salesforce Field Service Lightning Practice Exam

Which role primarily operates through a mobile device in Field Service Lightning?

1. Contact Center Agent

2. Dispatcher

3. Field Technician

4. Service Coordinator

The correct answer is: Field Technician

The role that primarily operates through a mobile device in Field Service Lightning is the Field Technician. This positioning is vital because field technicians are responsible for performing on-site services, repairs, and maintenance tasks. Their work typically involves traveling to various locations to assist customers, which necessitates the use of mobile devices for real-time communication, accessing job information, updating service status, and managing work orders. Mobile devices empower field technicians by providing them with the tools needed to receive job assignments, capture customer signatures, log the completion of tasks, and access reference materials. This mobility enhances their efficiency and ability to respond quickly to customer needs, which is a core aspect of effective field service management. In contrast, other roles such as Contact Center Agents, Dispatchers, and Service Coordinators generally operate more from office environments or centralized locations where they manage scheduling, communications, and logistics, rather than conducting hands-on service in the field. Their activities, while crucial to overall service delivery, rely less on mobile technology compared to the field technician's day-to-day operations.