AP-209 Advanced Field Service Accredited Professional Questions and Answers

This requires a balance of data accuracy (tracking the asset) and schedule accuracy (updating the duration).

Option D is correctbecause it usesField Service Mobile Flows, which is the best practice for guiding technicians through complex processes.

Data:Creating aWork Order Line Item (WOLI)is the correct data model to track work done on a specific (secondary) Asset under the main Work Order.

Schedule:The flow can update the current Service Appointment's Duration and Scheduled End to reflect the reality that the tech will be there longer.

Automation:Triggering a "Scheduling Recipe" (now typically handled via Flows/Optimization services) ensures that if the appointment runs long, subsequent appointments for the day are automatically shifted (Reshuffled) to prevent overlapping/late arrivals.

Options A and C fail to update the schedule duration, meaning the tech will likely be late to their next job without the dispatcher knowing. Option B creates a second appointment, which is administratively heavy for "just looking at" another asset during the same visit.

In Salesforce Field Service, the scheduling engine creates a list of "Qualified Candidates" based on Work Rules (Hard Constraints). If a search returns too many candidates, it places a heavy load on the CPU and can degrade optimization performance.

Option D is correctbecause Work Rules are the mechanism used to filter candidates. Adding rules likeMatch Territory(ensuring the resource belongs to the territory),Maximum Travel from Home(filtering out distant resources), orExtended Match(matching custom criteria) effectively reduces the pool of eligible techniciansbeforethe system attempts to score them. This improves the speed and quality of the schedule.

Option A is incorrect because Service Objectives are "Soft Constraints." Theyrankcandidates (giving them a score of 0-100) but do not remove them from the list.

Option B is a manual structural change that doesn't address the configuration issue.

Option C is incorrect because optimization performance is directly controlled by the efficiency of the configuration (Scheduling Policy).

This question asks how to track the history/link between an old asset and a new one.

Option C is correct.TheAsset Relationshipobject is a standard Salesforce object designed specifically to link two assets. It includes fields like Relationship Type (which can be set to "Replacement," "Upgrade," etc.) and From Date/To Date. This creates a clear lineage: Asset A was replaced by Asset B.

Option A (Child Asset) implies a hierarchy (one ispartof the other), not a replacement.

Option D (Maintenance Asset) is used for Maintenance Plans (PMs), not for tracking swap/upgrade history.

The Dispatcher Console (Gantt) allows admins to customize which fields are visible in various panels and tooltips using standard Salesforce Field Sets.

A is correct (Resource Absence):You can control what information appears when a dispatcher hovers over a non-availability block (e.g., "Sick Day," "Doctor's Appointment") by editing the field set on the Resource Absence object.

B is correct (Service Appointment):This is the most heavily customized object. You can configure field sets to control the columns in the Appointment List, the text shown on the Gantt bar, and the fields in the tooltip (hover).

C is correct (Service Resource):You can customize the resource list (left-hand side of the Gantt) to show fields like "Vehicle Type," "Skill Level," or "Phone Number" by editing the field set on the Service Resource object.

Options D and E:Service Territory and Assigned Resource do not have direct field sets that control theDispatcher Consolelayout in the same way the primary transactional objects do.

This addresses the "Shift vs. Operating Hours" architecture.

Option B is correct.When a schedule hasno consistent weekly pattern, using standard Operating Hours (which repeat Mon-Sun indefinitely) is inefficient. The best practice is to assign the Service Territory Member (the resource) a "Shell" Operating Hours record that haszero time slots(No Availability).

You then useShiftsto define the specific working times for specific dates (e.g., "Nov 1st: 9am-2pm").

Because the base Operating Hours are empty, the Scheduling Engine looksonlyat the Shifts to determine availability. This avoids the conflict of having to "subtract" time from a standard day or constantly update the base record.

This question tests your understanding of Salesforce Field Service License types (Dispatcher, Technician, Contractor).

1 Dispatcher:Although not explicitly stated as a user in the text, you always need at least one dispatcher license to manage the schedule. (Typically implied in licensing questions unless "0" is an option).

2 Technicians:Territory A has "2 internal resources"1. Internal mobile workers require the standardField Service Mobile(Technician) license.

2 Contractors (Capacity-Based):The question states "2 contractors set as capacity-based resources: ABC and XYZ."2These are the "Bucket" accounts. In Salesforce, even capacity-based container users often consume a license (typically aContractororCommunity Pluslogin) to access the portal/community where they might view their aggregate schedule.

7 Contractors (Individuals):The question specifies "ABC... has 3 individual resources and XYZ... has 4 individual resources"3. Even if theschedulingis done at the capacity (bucket) level, if these 7 people need to log in to the app or community to close jobs, they each need a license.

Result: 1 Dispatcher + 2 Technicians (Internal) + 2 Contractors (The Managers/Buckets) + 7 Contractors (The Workers) = Option D.

(Note: Licensing models can be complex. In some strictly capacity-based models, you might not license the 7 individuals if they never log in, but Option D is the most complete answer reflecting a standard model where all participants need system access).

This is the standard troubleshooting procedure for "Why wasn't this scheduled?".

Option A is correct.If there is white space, but the optimizer didn't use it, there is likely aRule Violation(Hard Constraint) preventing it (e.g., The resource is missing a Skill, the Territory doesn't match, or the Travel Time is too long). Manually dragging the appointment to that specific spot on the Gantt triggers the rule validation logic, and the console will pop up a "Rule Violation" message telling you exactlywhichrule failed (e.g., "Match Skills Rule Violation").

Option Bhelps findvalidslots, but it doesn't explain why thecurrentwhite space is invalid.

Option Caddresses scoring (Objectives), not hard constraints (Rules). If there was space, the objectives would just give it a low score, not prevent scheduling entirely (unless the score was 0, but Rule Violations are the more common culprit for unscheduled work).

Salesforce Field Service provides specific tools for capturing rich media in a structured way.

Option B is correct (Mobile Flow):This is the modern best practice. By using aFlowwith theFile Upload(or Image) screen component, you can guide the technician to take a photo at a specific step in the process (e.g., "Take a photo of the completed installation"). This ensures consistency.

Option A is correct (Quick Action):You can configureQuick Actions(specifically Global or Object-Specific actions for File Uploads) in the Field Service Mobile app extension settings. This provides a one-tap button for technicians to launch the camera and attach a file directly to the record.

Note: While Option D (Chatter Feed) is possible, it is unstructured data. Options A and B are the "Best Practice" recommendations for process adherence.

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.

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).