ADX261 Exam Dumps | AW Computing sells and supports personal computers and printers. There are times when support reps are

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Question 3/110

AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone.
In those instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?

A. Service requests are assigned by the support reps to the technician.

B. Service requests are scheduled using Salestorce Field Service.

C. Service requests are assigned to the technician using Omni-Channel.

D. Service requests are assigned to a queue where the technician can accept it,

Correct Answer: B

For situations where products need to be sent back for servicing, using Salesforce Field Service to schedule service requests ensures that repairs are managed efficiently and assigned to technicians with the right skills. Salesforce Field Service includes features like skill tracking and scheduling policies, which help match service requests with technicians who have the appropriate skills, thereby optimizing the repair process and ensuring timely completion.

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