FSM Knowledge Checks

Question 1

When qualification is enabled, which states are available in the work order request record?

Answer 1

Qualified
Awaiting Qualification

Question 2

What process method does field service management use for handling work orders?

Answer 2

Task-driven processing

Question 3

Which operational role reviews work order requests by defining tasks, dependencies, parts, and skills?

Answer 3

Qualifier

wm_qualifier role

Question 4

Which of the following are field service groups?

Admin
Dispatch
Work
Qualification
Manager

Answer 4

Dispatch
Work
Qualification

Question 5

What are the 3 key elements of field service management?

Time
Skill
Maintenance
Group
Location

Answer 5

Time, Skill, Location

Question 6

Where do you go to configure Field Service Management? What can you change there?

Answer 6

All > Field Service > Administration > Configuration

There are three tabs (groupings) of configuration:

————Business Process————–
* Process Lifecycle
*Approval for new request required
*Qualification
*Agent must accept or reject the assigned task
*Work notes are required to close or cancel a request or task
*Copy task work notes to request
*Auto-close case on work order closure
*Update work order states to case

Catalog and Request Creation (additional section)
*Create or update request by inbound email
*Create requests using catalog and form or form only
*Templates create a dedicated catalog item

Notifications (additional section)

—————–Assignment————————–
*Assignment Methods for tasks: manually, auto-assignment, workflow, or dynamic scheduling

Dispatch Queue and Group Coverage
*Use Dispatch & Queue
*Assign Requests or Tasks based on assignmetn group coverage areas
*Assign taks based on assignment group product models
*assign tasks based on assignment group skills

and there’s more…..
—————–Add-ons———————–

Part Requirements
*Part requirements are needed by agents
*Reserve parts in agent stockroom
*Cancel opent Trafer Orders

Documentation
* Enable a dedicated knowledge base
* Enable managed documents
* Enable task activities