Salesforce : AP-209 Questions & Answers

Out of the below options, which three questions should a consultant typically ask during the first day of an initial implementation?

• A. How are the different business units set up? Geographical/ functional/ both?
• B. What are the different types of services provided to customers? What are the skills required and the estimated duration?
• C. What needs to be synced with Salesforce? What integration is needed with external apps?
• D. Which Dynamic Gantt features should be incorporated into the use cases?
• E. What Service Objectives and what should their corresponding weights be within the different Scheduling Policies?

Universal Containers is looking to roll out SFS Mobile Application to their field technicians. They must account for offline considerations as their techs are regularly in rural areas or building basements where connectivity is limited.
What three considerations should an architect keep in mind when implementing SFS mobile app and priming in this scenario? (Choose 3 options)

• A. Certain objects and records are not inherently primed, so implementation design considerations will need to be reviewed based on the primed vs not primed data
• B. Create Service Appointment list views for technicians which provides the minimum amount of Appointments necessary for the technicians to be productive
• C. Within Field Service Mobile Settings, setting a low value to the frequency between data updates to the SFS Mobile app (set under 'Schedule Update Frequency Time') may impact overall app performance and device/network usage
• D. If offline, once connectivity is re-established the technician will need to select the Profile Tab > Settings and select 'Data Sync' in order to refresh the data on the SFS Mobile App
• E. Access to Products and Pricebooks offline will be limited to ones that the technician has access to and can review while also logged into the desktop

What two actions should a consultant recommend to ensure that junior employees are prioritized when installations are scheduled?

• A. Update the 'Skill Level' Service Objective to 'Least Qualified'
• B. Leverage a 'Match Boolean' Work Rule to match on a custom field 'Is Junior'
• C. Increase the installation 'Skill Level' for the senior resources, and increase the 'Skill Level Service Objective' weighting
• D. Assign a 'Preferred Resource' to a junior service resource when a customer has an installation job
• E. Increase the resource's priority on the junior Service Resource records, and increase the 'Resource Priority' Service Objective weighting

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?

• A. 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
• B. 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
• C. 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
• D. Service Resources cannot be assigned to more than one Service Territory

Universal Containers has family-friendly Scheduling Policies and wants to allow Service Resources to miss work for 'Family Time'. The Resource Absence functionality can be configured to meet this requirement.
Which three statements are true about Resource Absence? (Choose 3 options)

• A. Out-of-the-box Resource Absence 'Type' values include Vacation, Meeting, Training, and Medical
• B. Service Resources can view and manage their Absences from the Profile tab in the Field Service Mobile App
• C. Only out-of-the-box 'Type' values are considered for optimization
• D. Dispatchers cannot view custom Resource Absence values in the Gantt
• E. For Resource Absences created from the SFS App to be considered for scheduling and optimization,
  'Non-Availability' must be selected as the default record type