FSM Knowledge Checks Flashcards
When qualification is enabled, which states are available in the work order request record?
Qualified
Awaiting Qualification
What process method does field service management use for handling work orders?
Task-driven processing
Which operational role reviews work order requests by defining tasks, dependencies, parts, and skills?
Qualifier
wm_qualifier role
Which of the following are field service groups?
Admin
Dispatch
Work
Qualification
Manager
Dispatch
Work
Qualification
What are the 3 key elements of field service management?
Time
Skill
Maintenance
Group
Location
Time, Skill, Location
Where do you go to configure Field Service Management? What can you change there?
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
