Salesforce AP-209 Dumps

The requirement is to see data "from the Gantt" (the visual chart) with "minimal clicks."

Option D is correct.TheService Tooltip Ganttfield set on the Service Appointment object controls the pop-up text box that appears when a dispatcherhoverstheir mouse over a Service Appointment bar on the Gantt chart. This requireszero clicksand is the fastest way to inspect details like "Description" without opening the full record.

Options A, B, and C refer to the "Appointment List" (the textual list on the left side of the console). While useful, scrolling through long descriptions in a list column is difficult (Option A) and requires looking away from the Gantt chart itself.

This question addresses the limits of Skills (Work Rules) vs. Extended Match (Custom Criteria).

Option B is correct.This offers the most efficient hybrid approach9.

Skills:Use standard Skills for the "Service Type" (e.g., "Repair," "Install"). This is simple and low-volume.

Extended Match:Use theExtended Match Work Ruleto handle the "Product" matching. Instead of creating thousands of skills (e.g., "Repair-ModelX," "Repair-ModelY"), you create a custom object or field logic that matches theAsset's Productto a list ofProducts Supportedon the Resource's record. Extended Match is designed exactly for this "Pattern Matching" without polluting the Skills table.

Option Cis incorrect because creating a unique skill for everycombination(100+ per resource) leads to "Skill Explosion." This bloats the data model and degrades optimization performance10.

To stop a resource from receiving work, you must mark them as inactive and ensure the scheduling engine respects that status.

Option C is correct:Deactivating the Service Resource(unchecking the "Active" checkbox on the record) is the standard way to "fire" or terminate a resource. It preserves history but flags them as no longer working7.

Option A is correct:You must ensure yourScheduling Policyincludes theActive ResourcesWork Rule8. This rule explicitly tells the optimization engine: "Do not assign appointments to any resource where Active = False." Without this rule, the engine might still technically assign work to an inactive record if no other constraints block it.

Option B(Delete) is bad practice (data loss).

Option D(Excluded Resources) is for specificjob-by-jobexclusions (e.g., "Don't send Bob to this specific customer"), not for global termination.

To send push notifications to the Field Service mobile app based on specific criteria, you need both the configuration and the automation.

Option B is correct:You must first enable and configureCustom Notificationsfor the Field Service Connected App. This ensures the mobile device is capable of receiving and displaying the specific notification type.

Option D is correct:You need an automation trigger (Record-Triggered Flow) to detect the specific business condition: The Service Appointment Status changes to 'Dispatched'ANDthe Priority (or Work Type) is 'Emergency'. The flow then executes the "Send Custom Notification" action targeting the Assigned Resource user.

Option A and C refer to "Jeopardy," which is a different feature used to warndispatchersabout impending SLA violations, not to notify technicians of new work.

The requirement is to schedule two distinct resources (a Human and a Vehicle) for the same job at the same time.

Option C is correct.

Vehicle as Service Resource:You must model the vehicle as a Service Resource (Type: Asset) to track its availability on the Gantt and prevent double-booking.

Complex Work (Same Start):To ensure the vehicle and the technician are booked together, you use Complex Work dependencies. "Same Start" ensures that the vehicle appointment and the technician appointment are scheduled to begin simultaneously.

Options A and Dare incorrect becauseProductsare not scheduled. Consuming a product does not check if the vehicle is available at that specific time, potentially leading to double-booking the van.

Option Bis incorrect because "Immediately Follow" implies a sequence (Technician finishes -> Vehicle starts), which is not how a shared ride/equipment scenario works.

During the "Day 1" or Scoping phase of an implementation, the goal is to define the high-level architecture and business model.

A is correct:DefiningIntegrationpoints (ERP, HR, Inventory) is a foundational requirement that dictates the project scope and data strategy.

D is correct:Defining theWork(Work Types, Skills, Durations) is the core of the Field Service data model. You cannot configure the system without knowing what services are being performed.

E is correct:Defining theTerritory Structure(Business Units) sets up the security model, sharing settings, and resource organization.

Options B and Care incorrect for thefirst daybecause they are detailed configuration specifics (Refinement). You cannot define "Service Objective Weights" or "Gantt Features" until you understand the basic business goals, services, and territories.

Global Optimization is the heavy-lifting batch process in Salesforce Field Service designed to create the most efficient schedule possible.

Option B is correct.Global Optimization uses a powerful algorithm to evaluate millions of potential combinations of resources, times, and routes to find the best overall score based on the Service Objectives.

Option C is correct.Unlike "Appointment Booking" (which finds a slot for a single job without disturbing others), Global Optimization has the authority toreshuffle(move) existing appointments. It can slide jobs earlier or later, or reassess assignments to minimize travel time and white space (gaps) in the schedule.

Option A is incorrect; Optimization is a batch process that takes significantly longer than the near real-time "Auto Scheduling."

Option D describes "In-Day Optimization." Global Optimization is typically run overnight because it changes the whole schedule, which is disruptive during the work day.

Option E is incorrect; all scheduling methods (Global, In-Day, Resource Schedule Optimization, and Appointment Booking) utilize the Scheduling Policy (Work Rules and Objectives).

This option follows the standard Salesforce Field Service data model and best practices for the "Lead-to-Cash-to-Service" lifecycle.

Option C is correct.

Assets:Standard automation (or CPQ) converts Opportunity Line Items intoAssetrecords.

Warranties:StandardAsset WarrantyorEntitlementrecords track the 90-day coverage.

Maintenance:If a recurring service contract is sold, the correct objects areService Contract(the agreement) andMaintenance Plan(the schedule/generation engine). The specific assets covered are linked viaMaintenance Assets.

Option Ais manual and error-prone.

Option Brecommends a custom object ("Capital Equipment") when the standardAssetobject exists specifically for this purpose.

Option Dputs lists on the Account, losing the granularity ofwhich specific assetis covered.

This is a classic "Double-Booking" vs. "Complex Work" scenario.

Option B is correct.To book two distinct people for the same work at the same time, you createtwo Service Appointments. You link them using aComplex Workdependency of typeSame Start4. This tells the optimization engine: "Find a time where Resource A (Appointment 1) and Resource B (Appointment 2) are BOTH free, and book them simultaneously."

Option Ais incorrect because a single Service Appointment can typically only have oneactiveAssigned Resource for scheduling purposes in the standard optimization model (unless using Crew Management, but Crews are forstaticteams, not ad-hoc pairs).

Option Dis incorrect because the requirement states they need to be assigned to "individual jobs later that day"5.Service Crewsare designed for resources who stay together all day. Breaking a crew apart for half a day is administratively difficult.

Option Cis a hack (Resource Absence) that blocks the second tech's time but doesn't link them to the actual job details properly.

The Field Service Mobile Settings configuration controls the behavior of the mobile app (branding, location tracking, flows, etc.).

Option D is correct.To apply different settings to different groups of users, you must create multipleField Service Mobile Settingsrecords. You assign these settings records to specificUser Profiles.

You would create one settings record with "Collect Service Resource Geolocation History" enabled (for the tracked users).

You would create a second settings record with it disabled (for the untracked users).

You then map the relevant Profiles to the appropriate Settings record.

Options A, B, and C imply global settings or non-existent tabs ("Mobile App Configuration" tab where you select users/profiles directly doesn't exist in the global settings in this manner; it is done via the specific Mobile Settings object assignments).

Mapping resources to specific Zip Codes (which are not necessarily Service Territories) is a common high-volume requirement.

Option A is correct.Creating a standard Service Territory foreverypostal code (Option D) creates a hierarchy that is too deep and hurts performance.

Instead, modeling "Zip Code Coverage" as aCustom Object(or data table) allows for a cleaner data model. You then use theExtended Match Work Rule. This rule is highly flexible; it can verify that the Zip Code on the Service Appointment matches a record in the Zip Codes Covered related list on the Service Resource. This supports optimization without bloating the Territory or Skill tables.

Option B (Match Fields)only works for 1-to-1 matching (e.g., The Resource hasonezip field). It cannot easily handle a resource covering 50 different zip codes unless you use the custom object approach described in A.

The Service Territory Member (STM) address defines the Start Location and End Location for the resource's route calculation.

Option C is correct.The requirement states that travelfromHometothe Center is "at the technician's expense" (i.e., off the clock). Therefore, the "Official Company Route" begins when they arrive at the Service Center.

By setting the STM Address to theService Center, the optimization engine assumes the technician isat the Service Centerat the start of their shift.

The engine will then calculate travel time for:Service Center -> Job 1.

This matches the business requirement.

Option A (Home Address):If you set Home, the engine calculates:Home -> Job 1(or Home -> Service Center). This would likely include the commute time in the daily schedule utilization, which contradicts the "at technician's expense" (off-clock) requirement.

To filter resources based on strict criteria (like security clearance), you use Work Rules (Hard Constraints).

Option B is correct (Match Boolean):This is a simple, effective method for binary requirements. You place a checkbox on the Service Appointment (e.g., "Requires Security Badge") and a corresponding checkbox on the Service Resource (e.g., "Has Security Badge"). TheMatch BooleanWork Rule enforces that if the Appointment is checked, the Resourcemustalso be checked.

Option E is correct (Extended Match):If the requirement is more complex (e.g., matching a specifictypeorlevelof badge), theExtended MatchWork Rule is best. It allows you to match a field on the Service Appointment (or Work Order) to a related list or field on the Service Resource. For example, matching the "Badge Type" required by the Government Account to the "Badge Type" held by the Resource.

Note: While Skills (Option C) are also commonly used for this, the question specifically points toward Work Rule configurations (Boolean/Extended) often used for strict compliance attributes.