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Guide for AP-209: Salesforce Advanced Field Service Accredited Professional

Quiz AP-209: Salesforce Advanced Field Service Accredited Professional

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Quiz

1/10
Green Energy Solutions would like to become more competitive by providing a better service
experience to prospects calling in to request an initial assessment visit.
What should a consultant recommend to the business in order to achieve such a goal?
Select the answer
1 correct answer
A.
Increase the length of the arrival window offered to the customer from 4 hours to 8 hours, which gives the customer more flexibility in preparing for the visit
B.
Reduce the length of the arrival window offered to the customers from 4 hours to 2 hours, taking into consideration that this change might impact the quality of optimization
C.
Reduce the length of the arrival window offered to the customers from 4 hours to 2 hours, which will also allow further flexibility when running optimization
D.
Increase the length of the arrival window offered to the customer from 4 hours to 8 hours, as it will ensure that the assessment visit will be completed before the arrival window ends

Quiz

2/10
An admin notices that an org currently has a large number of qualified candidates per Service
Appointment.
How can the admin reduce the number of candidates per appointment in order to improve
optimization quality?
Select the answer
1 correct answer
A.
The admin should use database Service Objectives such as 'Minimize Travel', 'Resource Priority' and 'Resource Preferences'
B.
The admin should move some of the resources to a different Service Territory with fewer resources; alternatively, create a new Service Territory and assign it resources
C.
The admin should log a support case, as the system should be able to handle this amount of qualified candidates
D.
The admin should reduce the number of available candidates for each appointment by adding additional Work Rules, starting with the 'Match Territory', 'Working Territories', 'Maximum Travel From Home' and 'Extended Match' Work Rules in case they are not already applied

Quiz

3/10
Green Energy Solutions provide two types of services: 'New Installs' (high revenue, high priority with
a 3 day SLA) and 'Inspections' (proactive, low priority activities due 3 months out). The company
incurs a penalty for missing due dates which the service manager would like to avoid. However, not
at the expense of a new install.
What should the consultant's recommendation be in such a case?
Select the answer
1 correct answer
A.
Add the 'ASAP' Service Objective to the Scheduling Policy, with a 'Relevance Group' that only considers new installs. Set the weight of that Service Objective to be higher than the 'Priority' Service Objective
B.
Set up an automation that sets the priority value to '1' for all inspections that are due tomorrow, and set the priority of the New install jobs to '1' as well
C.
Use a 'Dynamic Priority' formula field that increases the value of the priority each day, up to a value of '2' (using the 1-100 scale) and set the priority of the new install jobs to '1'
D.
For inspections with a due date taking place in the next 7 days, set the 'Schedule Over Lower Priority' Boolean to 'True'

Quiz

4/10
Green Energy Solutions has resources in multiple countries and time zones. Each country has
different holidays and permitted working hours.
What should the consultant configure to support this?
Select the answer
1 correct answer
A.
Service Territories, Resource Capacity and Business Hours
B.
Service Territories, Operating Hours and Resource Absences
C.
Work Types, Resource Availabilities and Operating Hours
D.
Skills, Operating Hours, Time Slots and Holidays

Quiz

5/10
A customer wants to collect a mobile worker's geolocation history in the Field Service Mobile App
only for some of the resources, while for others, they want this option to be disabled.
How can a consultant implement this requirement?
Select the answer
1 correct answer
A.
Under the 'Field Service Mobile Settings', set the 'Collect Service Resource Geolocation History' to 'True'
B.
Under the 'Field Service Settings', go to the 'Mobile App Configuration' tab and select which users should be included in the geolocation collection process
C.
Under the 'Field Service Settings', go to the 'Mobile App Configuration' tab and select which profiles should be included in the geolocation collection process
D.
Create two 'Field Service Mobile Settings' records and assign it to the relevant profiles, one with the 'Collect Service Resource Geolocation History' set to 'True' and the other set to 'False'

Quiz

6/10
Green Energy Solutions employs a field workforce and must ensure they have coverage to respond to
emergencies, which may occur at any given time. GES' field service organization consists of several
business units configured as Service Territories, of which a resource may support simultaneously.
Resources do not work in more than a single timezone at a given time, however, GES is looking for a
solution to allow their resources to be available for emergency work in the off-hours, in all the
territories that they may support.
Which solution should a consultant recommend?
Select the answer
1 correct answer
A.
Service Resources cannot be assigned to more than one Service Territory
B.
Create a shift for each Service Territory the Service Resource may belong to, set the time slot type to 'Designated' to apply to emergencies only, and verify that the shift is contained in the Primary Territory membership dates
C.
Create a shift for the Service Resource without a specified Service Territory, use recordset filter criteria to apply to emergencies only, and verify that the shift is contained in the Primary Territory membership dates
D.
Create a shift for the Service Resource without a specified Service Territory, set the time slot type to 'Designated' and verify that the shift is contained in the Primary Territory membership dates

Quiz

7/10
Which two statements describe 'Global Optimization' accurately?
Select the answer
2 correct answers
A.
Global Optimization runs faster than the Auto Scheduling process
B.
The Global Optimization process can assess millions of time slots and mobile worker options to produce schedules
C.
Optimization can move appointments that were previously scheduled, meaning that the optimizer can slide scheduled service appointments right or left of their current time slot
D.
It's recommended to run Global Optimization during the day of service to fix unexpected in-day changes
E.
Global Optimization is the only process that supports Service Objectives and Work Rules that are defined in the Scheduling Policy

Quiz

8/10
A dispatcher notices that the Service Territory schedule for the next week is full with routine
maintenance appointments, while there are several urgent repair jobs still waiting to be scheduled in
the appointment list.
Which three actions should the dispatcher take to schedule the urgent repair jobs?
Select the answer
3 correct answers
A.
Manually update the 'Assigned Resource' on each of the urgent repairs
B.
Check the 'Scheduling Priority' of the repair and maintenance Service Appointments
C.
Use 'Global Optimization' to optimize the territory schedule for the next week
D.
Ensure that the maintenance Service Appointments are not 'Pinned' and can be rescheduled
E.
Invoke 'Resource Schedule Optimization' for each Service Resource in the Service Territory

Quiz

9/10
Universal Containers offer repair services for customers' capital equipment. Sometimes, a customer
may ask a repair technician to take a look at another piece of equipment while they're on-site.
How can Universal Containers give the field worker the flexibility to extend the time on site and track
that they performed service on another piece of equipment?
Select the answer
1 correct answer
A.
Create a custom text field on the Work Order that will capture 'Additional work onsite' and have the Salesforce administrator update the Asset with a custom field called 'Date of the last service'
B.
Add two custom fields: a custom checkbox field on the Service Appointment, that if selected will trigger the creation of another Service Appointment related to the same asset with an 'Immediately follow' dependency to the current Service Appointment, and a number field to capture the duration of the new service
C.
Have the technician add the additional piece of equipment serviced to the 'Related Assets' list on the Work Order, and capture the 'Actual End date' upon completion
D.
Build a Field Service Mobile flow and set it as a Mobile App Extension flow that will create a Work Order Line Item populating the Asset and extend the 'Duration' and 'Scheduled End' time of the Service Appointment. Leverage 'Scheduling Recipes' so optimization can reshufle the remainder of the day, if the extended time requested is greater than 10 minutes

Quiz

10/10
Universal Containers uses In-Day Optimization to optimize a Service Territory schedule during
working hours. The dispatchers have recently noticed that In-Day Optimization reschedules Service
Appointments in status 'In Progress' to other Service Resources, which requires them to correct the
schedule manually.
What should a consultant recommend to troubleshoot this behavior?
Select the answer
1 correct answer
A.
Check if the Scheduling Policy includes the 'Resource Availability' Work Rule.
B.
Review if the 'In Progress' status is configured in 'Status Transitions' under 'Field Service Settings'.
C.
Review if the 'In Progress' status is excluded from In-Day Optimization under 'Field Service Settings'.
D.
Check if the 'Optimization Request' status is 'In Progress'
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  • Quiz name:AP-209: Salesforce Advanced Field Service Accredited Professional
  • Total number of questions:68
  • Number of questions for the test:50
  • Pass score:80%

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