AP-209 Practice Questions

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 addingadditional 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

A.  

Create Operating Hours for all combinations and build a workflow to change the Service Territory Operating Hours every week

B.  

Create Operating Hours with no availability, and use Shifts to define the daily changing availability

C.  

Create Operating Hours that encompasses all the hours, then create non availabilities for the hours that are off on a given day

D.  

Create a Service Territory with Operating Hours that encompasses all the hours, then create jobs for the specific hours needed to be covered

A.  

Child Service Territories in the Gantt

B.  

Individual Service Resources in the Gantt

C.  

Multiple Service Resources in the Gantt

D.  

Multiple Service Appointments in the Appointment list

E.  

Individual Service Appointments in the Appointment list

A.  

Utilize an Extended Match Work Rule and custom table with records to represent each combination of services and products that a resource may support

B.  

Configure skills to represent the services that resources perform. Utilize the 'Extended Match' Work Rule to filter resources by the products that they support

C.  

Configure skills for each combination of services and products that a resource may support

D.  

Configure an 'Extended Match' Work Rule to represent the services that resources perform. Utilize skills to filter resources by the vendors or products that they support

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 reshuffle the remainder of the day, if the extended time requested is greater than 10 minutes

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

A.  

Create a Process Builder that checks the 'In Jeopardy' field when a Service Appointment is dispatched and flagged as 'Emergency'

B.  

Configure Custom Notifications for Field Service Mobile

C.  

Configure 'In Jeopardy' alerts for Field Service

D.  

Create a flow that triggers a Custom Notification to the Assigned Resource when a Service Appointment is dispatched and flagged as an 'Emergency'

A.  

Create Work Order and two Service Appointments: one Service Appointment (Multi Day) for installation, and one Service Appointment for training. Leverage 'Complex Work' to ensure the training is done after the installation

B.  

Create Work Order and two Work Order Line Items, each Work Order Line Item has one Service Appointment: one Service Appointment (Multi Day) for installation, and one Service Appointment for training. When the installation Service Appointment is scheduled, update the training Service Appointment so the 'Earliest Start Date' is the day after the 'Scheduled End Date' of the installation Service Appointment

C.  

Create Work Order and two Work Order Line Items, each Work Order Line Item has one Service Appointment: one Service Appointment (Multi Day) for installation, and one Service Appointment for Training. Leverage 'Complex Work' to ensure the training is done after the installation

D.  

Create two Work Order Line Items, with parent-child dependency. Each Work Order Line Item has one Service Appointment: The parent Work Order Line Item has one Service Appointment (Multi Day) for installation, and one Service Appointment for training. Leverage Crews and add a Training resource as a Crew Member on the last day of the Service Appointment

A.  

Ensuring all resources have skill assignments

B.  

Sizing to 20 qualified candidates per Appointment

C.  

Sizing to 50 resources per Territory

D.  

Aligning all Territories to geographic regions

E.  

Sizing to 1,000 Appointments per day, per Territory

A.  

Manually drag the Service Appointment to a place on the white space and observe what rule violations are displayed.

B.  

Click on the 'Appointment Booking' action on the appointment from the appointments list to identify which candidates are displayed.

C.  

Remove the Service Objective with the highest weight from the Scheduling Policy.

D.  

Check the 'In-Day Optimization' checkbox on the Scheduling Policy used in the previous run, and re-run the optimization request.