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Reference: https://trailheadacademy.salesforce.com/certificate/exam-advanced-field-service-ap---AP-209
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Salesforce Advanced Field Service Accredited Professional Sample Questions:
Dispatchers want a visual representation of when Service Appointments are getting closer to their due date on the 'Dispatcher Console'.
How can this requirement be solved?
- A. Add the 'Due Date' field to the 'Service Appointment List Columns' field set in order to see it in the appointments list as column
- B. Create a report for those appointments and send it to the dispatcher every day
- C. Hover over the Service Appointment to see the 'Due Date' field
- D. Use 'Gantt Palette' to set these appointments in custom color based on the 'Due Date' field
Correct Answer: D 🗳️
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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?
- 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. 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
- C. 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
- D. 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
Correct Answer: C 🗳️
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A Customer is outsourcing some of the maintenance work to third-party contractors (named contractors, not capacity based). Unlike internal employees who have consistent working hours (Mon-Fri, 8 am-5 pm), contractors' working hours vary from day to day.
The internal employees' availability is set with Operating Hours, while the contractors' availability is set with Shifts on top of these Operating Hours. As a result, on days where the contractor's workday ends at 4 pm, for some reason the contractors still show up as valid candidates for a visit scheduled to end at 5 pm.
What should a consultant change to prevent such behavior?
- A. Change the current 'Operating Hours' assigned to everyone to end at 4 pm (instead of 5 pm) and set the
4 pm till 5 pm availability using Shifts - B. Instead of using Shifts, create multiple 'Operating Hours' records and assign each record to the contractor STM (Service Territory Member) and change on a daily basis
- C. Create an 'Operating Hours' record with no time slots and assign it to the contractors through the STM (Service Territory Member) record. That will override the Territory's regular 'Operating Hours' and the contractor's availability will be derived only from Shifts
- D. Set the contractors as a 'Capacity Based' resources and limit their working hours per day
Correct Answer: C 🗳️
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Universal Containers services customers in the public sector. When technicians are needed for repair jobs in government buildings, it is crucial that only technicians with the relevant security badge are selected for the job.
Which two configuration options can a consultant recommend to achieve the business requirement?
- A. Include the 'Match Boolean' Work Rule in the relevant Scheduling Policies
- B. Include the 'Extended Match' Work Rule in the relevant Scheduling Policies
- C. Create an Apex Trigger that deletes 'Assigned Resources' that are not defined as 'Required Resources' for the Account
- D. Create 'Resource Preferences' of Type 'Required' for Accounts that require specific Service Resources
- E. Use time-phased skills in order to ensure that only resources with security badges can perform the job
Correct Answer: A,B 🗳️
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Universal Container's object model uses a Work Order / Work Order Line Item (parent/child) relationship.
Several jobs will have required resources with special skills to execute.
How would an admin configure this?
- A. 'Resource Preferences' are not supported in 'Complex Work' configurations
- B. Configure 'Resource Preferences' in the Work Order Line Item object for the right technician and skills
- C. 'Resource Preferences' are not supported for Work Order Line Items out of the box. An admin should deploy a Work Order - parent / Work Order - child relationship
- D. Use 'Resource Priority' and give higher grade to resources that have the required skills
Correct Answer: B 🗳️
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