AW Computing groups its technicians based on seniority. The newest techs comprise Tier 1, move to Tier 2 after a year on the job, and get assigned to Tier 3 after 3 years on the job. Resources with more seniority should be considered for a job over resources with less seniority.
How should the field service administrator ensure this corporate policy is enforced considering the Customer First scheduling policy is utilized consistently except in emergency situations?

Question

AW Computing groups its technicians based on seniority. The newest techs comprise Tier 1, move to Tier 2 after a year on the job, and get assigned to Tier 3 after 3 years on the job. Resources with more seniority should be considered for a job over resources with less seniority.

How should the field service administrator ensure this corporate policy is enforced considering the Customer First scheduling policy is utilized consistently except in emergency situations?

Jean-Gaetan Roche · Accepted Answer

Make a relevance group on the work rule to filter based on the tier number and add the rule to the policy.

Jean-Gaetan Roche · Answer

Create a custom number field to capture the tier number on the service resource.

Jean-Gaetan Roche · Answer

Create a queue for each tier group within each territory on the Service Appointment object.

Jean-Gaetan Roche · Answer

Use the Priority field on the service resource assigning Tier 3 techs the lowest number and Tier 1 techs with the highest number.

Question list

List of questions

Question 1

(0)

Question 2

(0)

Question 3

(0)

Question 4

(0)

Question 5

(0)

Question 6

(0)

Question 7

(0)

Question 8

(0)

Question 9

(0)

Question 10

(0)

Related questions

Question 146 - Certified Field Service Consultant discussion

Suggested answer: D

0 comments