【微软认证Field Service】备考 Part 2

Resolution 解决方案

场景：

• Associate resolutions with work orders: Helps to build a history or how past work orders were resolved. 将resolution 和work orders关联在一起， 帮助创建过去工单相关解决方案历史。

• Relate resolutions to specific work order incident types: Helps to correlate specific issues with resolutions to help speed up issue resolution. 将解决方案与相关的工单事件类型，加速解决问题解决。

1. create resolutions

创建解决方案

• Name
• Description

2. adding resolutions on work orders

将解决方案加到工单里

可以通过mobile app, web browser 添加primary resolution 加到工单里。

一个工单可以又多个解决方案。

3. Assoicate resolution to incident types 

将解决方案和事件类型相关联

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Define incident and service task types

定义事件类型和服务任务类型

常见的tickets类型包括： Produce, Procedures and Services.