AP-209 Exam Dumps - Salesforce Accredited Professional Certification Questions and Answers

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).

Service Territory design heavily impacts the performance of the Gantt and Optimization engine.

Option C is correct:Historically, Salesforce recommended keeping Service Territories to around50 Resourcesto ensure the Gantt loads quickly and optimization runs efficiently. (While limits have increased, this remains a safe "rule of thumb" for design).

Option D is correct:Territories are almost alwaysGeographic. This drives the travel time calculations, which are central to the Field Service value proposition.

Option B is correct:This refers to theAppointment Bookingsearch space. If a territory is too massive, the engine has to score thousands of candidates, which is slow. Designing territories/policies so that the engine evaluates a focused set (e.g., ~20 qualified candidates) ensures sub-second response times for booking slots.

Option A (Skill assignments) is about Resources, not Territory structure.

This scenario describes a structured process with validation (Checklist + Data + Images).

Option A is correct.Work Plansare the standard, modern feature for checklists in Salesforce Field Service. A Work Plan consists of "Work Steps." These steps can be linked to aFlow, which provides a user-friendly wizard to capture specific data inputs and upload images in a structured way.

Option Bis the legacy method. Adding fields directly to the Service Appointment creates clutter and doesn't offer a step-by-step "Checklist" experience.

Option Cis a security risk (too much access) and provides no process guidance.

Option D(Deep Linking) is used to jumpoutof the app to another app, which is not needed here since SFS can handle flows natively.

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.

Custom Actions (configured in Field Service Settings) allow dispatchers to trigger Apex classes or Visualforce pages/components from the console.

Option B is correct:You can add custom actions to theResource Liston the Gantt (e.g., right-click a technician's name to "Send SMS" or "Show on Map").

Option E is correct:You can add custom actions to individualService Appointments(e.g., right-click an appointment bar or list item to "Reschedule" or "Print Label").

Option D is correct:You can addMass Actionsto the Appointment List (select multiple checkboxes -> Actions -> "Bulk Dispatch").

Note: You generally cannot perform custom actions on the "Service Territory" grouping headers (Option A) or multiple resources simultaneously (Option C) in the standard UI.

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).

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).

When running optimization (Global or In-Day), the engine is allowed to move any appointment that is not "Pinned."

Option C is correct.In Salesforce Field Service, you must explicitly define which statuses are consideredPinned(immovable) during optimization. This is configured inField Service Settings > Optimization > Logic. If the 'In Progress' status isnotselected in the "Pinned Statuses" list, the optimization engine sees that appointment as movable. To improve the schedule, it might unassign the current tech and assign a different one, even though the tech is already on-site.

Ensuring 'In Progress' is "excluded from optimization logic" (Pinned) forces the engine to schedulearoundthat appointment rather than moving it.

Option B refers to "Status Transitions," which controls the lifecycle flow (e.g., New -> Scheduled -> In Progress) but does not control the scheduling engine's permission to move the job.

Reducing a carbon footprint in field service is primarily achieved by reducing the fuel consumption and distance driven by the fleet.

Option B is correct.TheMinimize TravelService Objective calculates the travel distance/time for each potential appointment slot. By giving this objective thehighest weightin the Scheduling Policy, the optimization engine will aggressively prioritize schedules that have the shortest routes, even if it means sacrificing other metrics (like "ASAP" or "Preferred Resource"). Shorter routes directly equate to less driving and lower emissions.

Option A (Remove ASAP) might help slightly by removing the urgency to book "now" (which can cause inefficient routing), but it doesn'tproactivelyoptimize for low mileage like Option B does.

Option C (Maximum Travel Work Rule) is a hard limit (e.g., "Don't travel more than 50 miles"). While it prevents extreme outliers, it doesn't optimize the routeswithinthat radius.

Offline capabilities are a critical feature of the Field Service mobile app.

Option E is correct:The fundamental behavior of the app is to "Prime" (download for offline use) the inventory associated with the Service Resource. This ensures that when a technician is in a basement with no signal, they can still view their van stock and consume parts (create Product Consumed records).

Option B is correct:Salesforce Field Service supportsMulti-Location Inventory(e.g., a technician has a Van location and a Garage location). The app is capable of priming these additional locations so the tech can transfer stock between them. However, consultants must be aware of data volume limits (priming thousands of parts can slow down sync times), so configuration settings restrict how far back or how many items are synced.

Option Dis incorrect because the app specifically allows for theconsumptionof parts while offline; the transactions sync back to the server once connectivity is restored.