Salesforce Field Service Lightning Consultant (legacy) — Question 24

Universal Containers is tracking customer issues in their call center. Sometimes this requires a Technician to be on-site at the customer's location.
What set of steps should a Consultant recommend to dispatch the Technician?

Answer options

• A. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
• B. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
• C. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
• D. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.

Correct answer: D

Explanation

The correct answer is D because it follows the logical sequence needed to resolve customer issues: first, a Case is created to document the problem, followed by a Work Order to outline the work required. Then, a Service Appointment is created to schedule the Technician's visit, which is finally dispatched. The other options do not follow this necessary order, which may lead to inefficiencies in addressing customer needs.