Salesforce Advanced Field Service Accredited Professional AP-209 Question # 7 Topic 1 Discussion
AP-209 Exam Topic 1 Question 7 Discussion:
Question #: 7
Topic #: 1
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?
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
This question addresses the trade-off between Customer Experience and Schedule Optimization.
Reducing the arrival window (e.g., from 4 hours to 2 hours) is a common strategy to improve customer service. Customers prefer shorter wait times and more precise appointments. However, a consultant must identify the technical impact of this business decision.
Option B is correctbecause it acknowledges the benefit (customer experience) while correctly identifying the risk. Smaller arrival windows serve as tighter constraints on the scheduling engine (Optimization). The engine has less "wiggle room" to shuffle appointments, which can lead to lower overall utilization or higher travel times.
Option C is incorrect because reducing the windowdecreases(restricts) flexibility for optimization, it does not increase it.
Options A and D suggest increasing the window to 8 hours. While this is great for the optimization engine (maximum flexibility), it is generally considered a poor customer experience to ask a prospect to wait all day (8 hours), contradicting the business goal of being "more competitive."
Contribute your Thoughts:
Chosen Answer:
This is a voting comment (?). You can switch to a simple comment. It is better to Upvote an existing comment if you don't have anything to add.
Submit