Free and Premium Salesforce AP-209 Dumps Questions 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).

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 scenario distinguishes between "External" contractors (buckets of work) and "Internal/Named" contractors (managed schedule).

Option C (Contractor A):Since they manage workoutsideSalesforce and work specific hours (9-10 am), they should be modeled asCapacity-Based Resources. This feature allows you to define a "bucket" of capacity (4 hours/day) without optimizing individual travel or start times. You simply dump work into their bucket until it is full.

Option A (Contractor B):Since they manage the scheduleinsideSalesforce (likely named users), they act like standard employees. To limit them to 4 hours of work within a 9-5 shift, you use aWork Rule (Count Rule). You configure the rule to limit "Duration" to 240 minutes (4 hours) per day and use aRelevance Groupto ensure this ruleonlyapplies to Contractor B (not internal employees or Contractor A).

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.

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.

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.

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.

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.

To prioritize junior resources without creating rigid "hard constraints" (which might prevent scheduling altogether if no junior is available), you should use Service Objectives (Soft Constraints).

Option C is correct (Resource Priority):By assigning a higher priority value to Junior Service Resource records and adding the "Resource Priority" objective to the scheduling policy, the optimization engine calculates a higher score for these resources. This acts as a general "preference" to use them whenever possible.

Option E is correct (Least Qualified):The "Skill Level" Service Objective has a setting called "Prefer Least Qualified." When enabled, the engine prefers the resource who has thelowestskill level that still meets the job requirement. For example, if a job requires Skill Level 50, and you have a Senior (Level 90) and a Junior (Level 55), the engine will pick the Junior. This is a best practice to prevent "over-qualified" resources (Seniors) from being booked on routine jobs, keeping them free for complex tasks.

Asset replacement and history in Salesforce are tracked using the Asset Relationship object.

Options A and B are correct.TheAsset Relationshipobject links two assets together (e.g., Old Asset -> New Asset) with a relationship type like "Replacement" or "Upgrade." On the Asset page layout, this related list (often labeled "Asset Relationships" or "Related Assets") allows you to see the history in both directions:

Forward:See the new asset that replacedthisasset (Option A).

Backward:See the old asset thatthisasset replaced (Option B).

Options C and D are incorrect. "Primary Assets" is typically a concept associated with Service Contracts (covering the main asset) or Entitlements, not the history of physical swaps/upgrades between asset records.

(Note: The provided PDF source likely contains an error marking D as correct. "Primary Assets" is not the standard location for replacement history.)

This question tests the Maintenance Plan generation logic.

Option D is correct.The requirement isSingle Visit(One Appointment) forMultiple Assets.

One Work Order Line Item per Asset:This groups all the assets under asingleparent Work Order. Each asset gets its own line item (WOLI) for tracking purposes.

One Service Appointment per Work Order:This creates asingleappointment for the parent Work Order. The technician arrives once and works through the list of line items (Assets).

Option B("One Work Order per Asset") would create separate Work Orders (and likely separate Appointments) for every single asset, resulting in multiple visits or a cluttered schedule.

Option C("One SA per WOLI") would explicitly create a separate appointment for every single asset line item, causing massive double-booking/overlap.