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Salesforce AP-209 Exam Syllabus Topics:

Topic
Details

Topic 1

Foundation: This domain addresses modeling complex work structures like work orders, constructing maintenance plans for recurring service, and customizing the dispatcher console to improve operational efficiency.

Topic 2

Optimization: This domain covers using service objectives for automated scheduling, global optimization engine capabilities, troubleshooting optimization issues, and strategies to improve scheduling quality and efficiency.

Topic 3

Resource Management: This domain focuses on managing resource availability, Service Territory Management capabilities, handling different resource types, and implementing optimal scheduling strategies for field service personnel.

Salesforce Advanced Field Service Accredited Professional Sample Questions (Q42-Q47):

NEW QUESTION # 42
Universal Containers has many service centers across the country in which spare parts and other inventory items are stored. Every morning, technicians are required to arrive at the service center closest to their home and pick up inventory items based on their work assignments. At the end of the day, technicians travel back to the service center to return any unused or damaged parts (travel from home to the service center and from the service center back home is at the technicians' expense).
How should the admin configure the Service Territory Member address?

A. Use the customer's address
B. Use the address of the service center that the technician is assigned to
C. Use the address of the first appointment of the day
D. Use the technician's home address

Answer: B

Explanation:
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.

NEW QUESTION # 43
Which consideration should a consultant take when advising a customer on their Field Service Mobile App strategy, in a case where the Service Resources are named contractors who provide their own mobile devices?

A. Field Service Mobile App is optimized for a handful of Android and iOS devices. Refer to 'Salesforce Help and Training' for the latest update
B. Since all Service Resources are named contractors, 'Collect Service Resource Geolocation History' should be disabled
C. Contractor licenses do not include access to the Field Service Mobile App
D. Set all records to private to ensure customer data confidentiality

Answer: A

Explanation:
When dealing with a Bring Your Own Device (BYOD) strategy (common with contractors), device compatibility is the biggest technical hurdle.
* Option B is correct.Salesforce explicitly publishes a list ofsupported devices and operating systems (iOS and Android versions)6. Since the company does not own the phones, they cannot guarantee every contractor has a compatible device. The consultant must warn the client to check these specs against their contractors' hardware.
* Option Ais a policy decision, not a technical constraint. Youcantrack contractor location if they agree to it.
* Option Cis false; Contractor licenses (Community Plus)doinclude access to the Field Service Mobile App.

NEW QUESTION # 44
A customer has few types of resources: internal full-time, internal part-time, and full-time contractors. The requirement is to prefer full-time employees over contractors, and contractors over part-time employees.
How should a consultant implement this requirement?

A. Use 'Resource Priority' Service Objective, set the full-time employees with priority '1', contractors with priority '2' and part-time employees with priority '3'.
B. Use 'Preferred Resource' Service Objective, assign the full-time employees as preferred for all Accounts.
C. Use the 'Required Resource' Work Rule and set the full-time employees as required for all Accounts, use the 'Preferred Resource' Service Objective, and set the part-time and contractors as preferred to all Accounts.
D. Use 'Resource Priority' Service Objective, set the full-time employees with priority '10', contractors with priority '9' and part-time with priority '8'.

Answer: D

Explanation:
To tier resources generally (not per customer), you use the Resource Priority Service Objective.
* Option C is correct.TheResource Priorityobjective works on a scoring scale where aHigher Value indicates aHigher Priority. The optimization engine attempts to assign the appointment to the resource that yields the highest overall schedule score.
* By assigning Full-Time = 10, Contractors = 9, and Part-Time = 8, the engine will "score" the Full- Time option highest, followed by the Contractor.
* Option Duses the inverse logic (1, 2, 3). If deployed, the engine would favor the Part-Time employees (Score 3) over the Full-Time employees (Score 1), which is the opposite of the requirement.
* Options A and Brefer toPreferred Resource, which is typically defined on theAccountorWork Order level (e.g., "Bob is preferred for Customer X"). It is not efficient for ranking entiregroupsof employees globally.

NEW QUESTION # 45
Universal Containers' dispatchers would like to alert technicians when emergency appointments are scheduled and dispatched to them.
Which two configurations should be recommended by the consultant to achieve this?

A. Create a Process Builder that checks the 'In Jeopardy' field when a Service Appointment is dispatched and flagged as 'Emergency'
B. Configure Custom Notifications for Field Service Mobile
C. Create a flow that triggers a Custom Notification to the Assigned Resource when a Service Appointment is dispatched and flagged as an 'Emergency'
D. Configure 'In Jeopardy' alerts for Field Service

Answer: B,C

Explanation:
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.

NEW QUESTION # 46
Green Energy Solutions provide two types of services: 'New Installs' (high revenue, high priority with a 3 day SLA) and 'Inspections' (proactive, low priority activities due 3 months out). The company incurs a penalty for missing due dates which the service manager would like to avoid. However, not at the expense of a new install.
What should the consultant's recommendation be in such a case?

A. Add the 'ASAP' Service Objective to the Scheduling Policy, with a 'Relevance Group' that only considers new installs. Set the weight of that Service Objective to be higher than the 'Priority' Service Objective
B. Use a 'Dynamic Priority' formula field that increases the value of the priority each day, up to a value of
'2' (using the 1-100 scale) and set the priority of the new install jobs to '1'
C. For inspections with a due date taking place in the next 7 days, set the 'Schedule Over Lower Priority' Boolean to 'True'
D. Set up an automation that sets the priority value to '1' for all inspections that are due tomorrow, and set the priority of the New install jobs to '1' as well

Answer: D

Explanation:
The goal is to prevent low-priority "Inspections" from being ignored indefinitely until they miss their deadline, without permanently ranking them above high-value "New Installs."
* Option B is correct(based on the scenario's specific constraints). By using automation to elevate the Inspection's priority to '1' (High) only when it is due "tomorrow," the system treats it as urgentonlywhen necessary to avoid the penalty. Since "New Installs" are also Priority '1', the two will compete on equal footing on that final day, ensuring the Inspection has a fighting chance to be scheduled alongside high- value work.
* Option C (Dynamic Priority) is a standard solution for "aging" work. However, the option states it caps the value at '2'. In standard SFS priority (where 1 is highest), a '2' willneverbeat a '1'. Therefore, the inspection would still likely be bumped by a New Install (Priority 1) even on its due date, leading to a penalty.
* Option D ("Schedule Over Lower Priority") is used for emergency reshuffling, but does not inherently solve the prioritization logic between these two specific task types.

NEW QUESTION # 47
......

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