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Salesforce AP-209 Exam - Topic 6 Question 11 Discussion
Topic #: 6
Green Energy Solutions decided to start selling maintenance services to their install base of solar panels, in addition to the solar panel itself. GES would like better visibility into the value their maintenance contracts provide to customers by tracking the availability and reliability of their solar panels.
Which calculation is correct?
Salesforce Field Service uses two distinct KPIs for service contracts: Availability and Reliability. The two differ in whether planned downtime (scheduled maintenance) is counted against the asset.
Option C is correct. Availability measures the proportion of expected uptime that the Asset was usable, excluding only unplanned downtime. Planned maintenance is expected and excluded from the calculation, so Availability = (expected uptime - unplanned downtime) / expected uptime.
Option D is partially right in form but mislabeled --- Reliability is the metric that subtracts both planned and unplanned downtime: Reliability = (expected uptime - planned - unplanned downtime) / expected uptime. Mislabeling it as the Availability formula (Option A) is incorrect.
Option A is incorrect because that is the Reliability formula, not Availability.
Option B is incorrect because Asset Uptime is the numerator of these formulas, not a ratio of Availability divided by Reliability.
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