I agree with that list, but I think the Field Service Agent is also a critical resource. They're the ones who are actually implementing the changes on the ground, so they need to be involved.
Hmm, this is an interesting question. I think the key resources for a successful implementation would be the Chief Information Officer, System Administrator, Field Service Manager, Dispatcher, and Qualifier. The CEO and Customer Service Agent might be helpful, but I'm not sure they're as critical as the others.
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