Which Salesforce functionality should be recommended to schedule technicians for on-site repair services when a call center agent cannot resolve the customer's problem?

• A. Omni Channel
• B. Field Service
• C. Mobile Connect
• D. Contact Requests

Answer: (B)

Field Service is built to manage the dispatch and scheduling of technicians for work performed at customer sites. When a call center agent can’t resolve an issue, it can be transformed into a field service request (a service appointment or work order), and Field Service uses technician skills, availability, and location to assign the right person and book a time that fits the customer’s window. It also offers a dispatch console to watch and adjust schedules, route optimization to minimize travel time, and a mobile app so the technician can view job details, update status, capture photos or notes, track parts used, and collect signatures—while feeding all updates back into the case in Service Cloud. This end-to-end capability is exactly what’s needed for coordinating on-site repairs. Other options focus more on routing cases to agents or messaging rather than organizing field-resource scheduling.