Practice Free AP-209 Exam Online Questions
Question #1
An admin notices that an org currently has a large number of qualified candidates per Service Appointment.
How can the admin reduce the number of candidates per appointment in order to improve optimization quality?
- A . The admin should use database Service Objectives such as ‘Minimize Travel’, ‘Resource Priority’ and ‘Resource Preferences’
- B . The admin should move some of the resources to a different Service Territory with fewer resources; alternatively, create a new Service Territory and assign it resources
- C . The admin should log a support case, as the system should be able to handle this amount of qualified candidates
- D . The admin should reduce the number of available candidates for each appointment by adding additional Work Rules, starting with the ‘Match Territory’, ‘Working Territories’, ‘Maximum Travel From Home’ and ‘Extended Match’ Work Rules in case they are not already applied
Correct Answer: D
D
Explanation:
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 correct because Work Rules are the mechanism used to filter candidates. Adding rules like Match Territory (ensuring the resource belongs to the territory), Maximum Travel from Home (filtering out distant resources), or Extended Match (matching custom criteria) effectively reduces the pool of eligible technicians before the system attempts to score them. This improves the speed and quality of the schedule.
Option A is incorrect because Service Objectives are "Soft Constraints." They rank candidates (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).
D
Explanation:
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 correct because Work Rules are the mechanism used to filter candidates. Adding rules like Match Territory (ensuring the resource belongs to the territory), Maximum Travel from Home (filtering out distant resources), or Extended Match (matching custom criteria) effectively reduces the pool of eligible technicians before the system attempts to score them. This improves the speed and quality of the schedule.
Option A is incorrect because Service Objectives are "Soft Constraints." They rank candidates (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).
Question #2
Green Energy Solution is getting more work for the next 3 weeks. They are engaging a new third-party contractor to help with some work for that time.
What should the admin recommend?
- A . Creating a Resource and giving it capacity for the next 3 weeks
- B . Creating a Resource and deleting it after 3 weeks
- C . Creating a Capacity Based Resource and giving it capacity for the next 3 weeks
- D . Creating a Capacity Based Resource and deleting it after 3 weeks
Correct Answer: C
C
Explanation:
The key here is that it is a Third-Party Contractor and a Temporary engagement.
Option C is correct.
Capacity Based: Contractors are typically modeled as "Capacity Based Resources" (buckets of work) rather than named individuals, as you usually don’t track their specific travel or breaks―you just know they can take "X hours of work per day."
Giving Capacity: You would define the capacity only for the specific 3-week period. Once the capacity records end, the scheduling engine will naturally stop assigning work to them.
Options B and D (Deleting): It is never a best practice to delete a Service Resource record after use. You need the record to remain in the system to preserve the Audit Trail and historical data of the Work Orders they completed. You simply deactivate them or stop giving them capacity.
C
Explanation:
The key here is that it is a Third-Party Contractor and a Temporary engagement.
Option C is correct.
Capacity Based: Contractors are typically modeled as "Capacity Based Resources" (buckets of work) rather than named individuals, as you usually don’t track their specific travel or breaks―you just know they can take "X hours of work per day."
Giving Capacity: You would define the capacity only for the specific 3-week period. Once the capacity records end, the scheduling engine will naturally stop assigning work to them.
Options B and D (Deleting): It is never a best practice to delete a Service Resource record after use. You need the record to remain in the system to preserve the Audit Trail and historical data of the Work Orders they completed. You simply deactivate them or stop giving them capacity.
Question #3
A Customer is outsourcing some of the maintenance work to third-party contractors (named contractors, not capacity based). Unlike internal employees who have consistent working hours (Mon-Fri, 8 am-5 pm), contractors’ working hours vary from day to day.
The internal employees’ availability is set with Operating Hours, while the contractors’ availability is set with Shifts on top of these Operating Hours. As a result, on days where the contractor’s workday ends at 4 pm, for some reason the contractors still show up as valid candidates for a visit scheduled to end at 5 pm.
What should a consultant change to prevent such behavior?
- A . Create an ‘Operating Hours’ record with no time slots and assign it to the contractors through the STM (Service Territory Member) record. That will override the Territory’s regular ‘Operating Hours’ and the contractor’s availability will be derived only from Shifts
- B . Instead of using Shifts, create multiple ‘Operating Hours’ records and assign each record to the contractor STM (Service Territory Member) and change on a daily basis
- C . Change the current ‘Operating Hours’ assigned to everyone to end at 4 pm (instead of 5 pm) and set the 4 pm till 5 pm availability using Shifts
- D . Set the contractors as a ‘Capacity Based’ resources and limit their working hours per day
Correct Answer: A
A
Explanation:
This issue arises because Salesforce Field Service calculates availability by combining Operating Hours AND Shifts. If a user has Operating Hours of 9-5, they are fundamentally "Available" during that time. A Shift is typically used to add or extend availability (or define it if using specific settings), but standard Operating Hours often take precedence as the "Base."
Option A is correct. To have a resource’s availability defined exclusively by variable Shifts, the best practice is to assign them a "Shell" or "Empty" Operating Hours record (one with zero time slots defined). With no base hours, the system looks only to the Shifts to determine when the resource is working. This ensures that if a Shift ends at 4 PM, the resource is truly unavailable at 5 PM.
Option B is administratively impossible (you cannot automate changing the STM Operating Hours record lookup daily without complex custom code, and it’s not a standard practice).
A
Explanation:
This issue arises because Salesforce Field Service calculates availability by combining Operating Hours AND Shifts. If a user has Operating Hours of 9-5, they are fundamentally "Available" during that time. A Shift is typically used to add or extend availability (or define it if using specific settings), but standard Operating Hours often take precedence as the "Base."
Option A is correct. To have a resource’s availability defined exclusively by variable Shifts, the best practice is to assign them a "Shell" or "Empty" Operating Hours record (one with zero time slots defined). With no base hours, the system looks only to the Shifts to determine when the resource is working. This ensures that if a Shift ends at 4 PM, the resource is truly unavailable at 5 PM.
Option B is administratively impossible (you cannot automate changing the STM Operating Hours record lookup daily without complex custom code, and it’s not a standard practice).
Question #4
Which three topics should a consultant raise during the project scoping discussion of a field service implementation?
- A . Work Parameters: how work is being defined
- B . Sprint Review: to review what will be done during the sprint cycle
- C . Terminology: translate objectives and priorities into Field Service
- D . Project Objectives: what is essential
- E . Solution Design: request for acceptance
Correct Answer: A, C, D
A, C, D
Explanation:
During Scoping (the initial phase), the goal is to align on the "What" and "Why" before moving to the "How."
Option A is correct (Work Parameters): You must define what constitutes a "Job" (Work Order), how long it takes, and what skills are needed. This is the foundation of the data model.
Option C is correct (Terminology): Mapping the customer’s language to Salesforce terms (e.g., "We have ‘Truck Rolls’ -> In Salesforce, that is a ‘Service Appointment’") is crucial to avoid confusion throughout the project.
Option D is correct (Project Objectives): Defining what is "Essential" (MVP) vs. "Nice to Have" sets the project boundaries and success metrics.
Option B (Sprint Review) happens during the build phase (Agile methodology), not during initial scoping.
Option E (Solution Design) is the output of the scoping/analysis phase, not a topic you ask about during the initial discovery.
A, C, D
Explanation:
During Scoping (the initial phase), the goal is to align on the "What" and "Why" before moving to the "How."
Option A is correct (Work Parameters): You must define what constitutes a "Job" (Work Order), how long it takes, and what skills are needed. This is the foundation of the data model.
Option C is correct (Terminology): Mapping the customer’s language to Salesforce terms (e.g., "We have ‘Truck Rolls’ -> In Salesforce, that is a ‘Service Appointment’") is crucial to avoid confusion throughout the project.
Option D is correct (Project Objectives): Defining what is "Essential" (MVP) vs. "Nice to Have" sets the project boundaries and success metrics.
Option B (Sprint Review) happens during the build phase (Agile methodology), not during initial scoping.
Option E (Solution Design) is the output of the scoping/analysis phase, not a topic you ask about during the initial discovery.
Question #5
Which parts of the ‘Dispatcher Console’ support adding Custom Actions? (Choose 3 options)
- A . Child Service Territories in the Gantt
- B . Individual Service Resources in the Gantt
- C . Multiple Service Resources in the Gantt
- D . Multiple Service Appointments in the Appointment list
- E . Individual Service Appointments in the Appointment list
Correct Answer: B, D, E
B, D, E
Explanation:
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 the Resource List on 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 individual Service Appointments (e.g., right-click an appointment bar or list item to "Reschedule" or "Print Label").
Option D is correct: You can add Mass Actions to 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.
B, D, E
Explanation:
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 the Resource List on 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 individual Service Appointments (e.g., right-click an appointment bar or list item to "Reschedule" or "Print Label").
Option D is correct: You can add Mass Actions to 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.
Question #6
A customer provides services for a variety of products, and the capability for resources to perform services is often machine-specific. The customer explains that there are about 100 combinations of services and products that a single resource may support, and is concerned about performance.
Which configuration option should a consultant recommend?
- A . Utilize an Extended Match Work Rule and custom table with records to represent each combination of services and products that a resource may support
- B . Configure skills to represent the services that resources perform. Utilize the ‘Extended Match’ Work Rule to filter resources by the products that they support
- C . Configure skills for each combination of services and products that a resource may support
- D . Configure an ‘Extended Match’ Work Rule to represent the services that resources perform. Utilize skills to filter resources by the vendors or products that they support
Correct Answer: B
B
Explanation:
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 the Extended Match Work Rule to 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 the Asset’s Product to a list of Products Supported on the Resource’s record. Extended Match is designed exactly for this "Pattern Matching" without polluting the Skills table.
Option C is incorrect because creating a unique skill for every combination (100+ per resource) leads to "Skill Explosion." This bloats the data model and degrades optimization performance10.
B
Explanation:
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 the Extended Match Work Rule to 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 the Asset’s Product to a list of Products Supported on the Resource’s record. Extended Match is designed exactly for this "Pattern Matching" without polluting the Skills table.
Option C is incorrect because creating a unique skill for every combination (100+ per resource) leads to "Skill Explosion." This bloats the data model and degrades optimization performance10.
Question #7
What two actions should a consultant recommend to ensure that junior employees are prioritized when installations are scheduled?
- A . Assign a ‘Preferred Resource’ to a junior service resource when a customer has an installation job
- B . Leverage a ‘Match Boolean’ Work Rule to match on a custom field ‘Is Junior’
- C . Increase the resource’s priority on the junior Service Resource records, and increase the ‘Resource Priority’ Service Objective weighting
- D . Increase the installation ‘Skill Level’ for the senior resources, and increase the ‘Skill Level Service Objective’ weighting
- E . Update the ‘Skill Level’ Service Objective to ‘Least Qualified’
Correct Answer: C, E
C, E
Explanation:
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 the lowest skill 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.
C, E
Explanation:
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 the lowest skill 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.
Question #8
Universal Containers would like the Service Appointment times that are displayed on the ‘Dispatcher Console’ to reflect the actual times a field worker starts and completes the work. That way, if they finish early, they might be able to add additional work to the new white space.
What implementation approach should the Field Service consultant recommend?
- A . Create two custom date/time fields to track the original scheduled times. Create a Field Service Mobile flow that will allow a field worker to update the ‘Scheduled Start’ and ‘Actual Start’ fields when they change the ‘Status’ to ‘In Progress’ and updates the ‘Scheduled End’ and ‘Actual End’ fields when they change the ‘Status’ to ‘Completed’. Advise Universal Containers that there could be instances where the ‘Dispatcher Console’ will not update right away if the field worker is offline
- B . Create a Service Appointment action for ‘Check In’ for the field worker to manually update the ‘Status’, ‘Scheduled Start’ and ‘Actual Start’ fields. Create another Service Appointment action for ‘Check Out’ for the field worker to manually update the ‘Status’, ‘Scheduled End’ and ‘Actual End’ fields
- C . Tell Universal Containers that it is not a best practice to change the ‘Scheduled Start’ and ‘Scheduled End’ fields. It would be good for Universal Containers to know what the original ‘Scheduled Start’ and the original ‘Scheduled End’ values were and compare them with the ‘Actual Start’ and ‘Actual End’ fields for reporting scheduling efficacy
- D . Create a Field Service Mobile flow that will allow a field worker to update the ‘Scheduled Start’ and ‘Actual Start’ fields when they change the ‘Status’ to ‘In Progress’ and updates the ‘Scheduled End’ and ‘Actual End’ fields when they change the ‘Status’ to ‘Completed’
Correct Answer: D
D
Explanation:
The requirement is specifically to free up white space on the Gantt when a tech finishes early.
Option D is correct. The Gantt chart visual blocks are drawn based on Scheduled Start and Scheduled End. If a tech finishes a 2-hour job in 30 minutes, the Gantt bar will remain 2 hours long unless the Scheduled End is updated. By using a Mobile Flow to update both the Actuals (for reporting) and the Scheduled (for the Gantt), the bar shrinks, revealing 1.5 hours of open availability for the dispatcher to utilize.
Option C is the "Purist" data view (don’t change scheduled), but it fails the specific business requirement of allowing new work to be added immediately.
Option A suggests creating custom fields for the original times, which is a valid part of the solution (to keep a history), but Option D describes the core functional mechanism (Flow updating the standard fields) required to achieve the Gantt behavior. The "Offline" warning in A is true but D is the more direct configuration answer.
D
Explanation:
The requirement is specifically to free up white space on the Gantt when a tech finishes early.
Option D is correct. The Gantt chart visual blocks are drawn based on Scheduled Start and Scheduled End. If a tech finishes a 2-hour job in 30 minutes, the Gantt bar will remain 2 hours long unless the Scheduled End is updated. By using a Mobile Flow to update both the Actuals (for reporting) and the Scheduled (for the Gantt), the bar shrinks, revealing 1.5 hours of open availability for the dispatcher to utilize.
Option C is the "Purist" data view (don’t change scheduled), but it fails the specific business requirement of allowing new work to be added immediately.
Option A suggests creating custom fields for the original times, which is a valid part of the solution (to keep a history), but Option D describes the core functional mechanism (Flow updating the standard fields) required to achieve the Gantt behavior. The "Offline" warning in A is true but D is the more direct configuration answer.
Question #9
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 . Since all Service Resources are named contractors, ‘Collect Service Resource Geolocation History’ should be disabled
- B . Field Service Mobile App is optimized for a handful of Android and iOS devices. Refer to ‘Salesforce Help and Training’ for the latest update
- C . Contractor licenses do not include access to the Field Service Mobile App
- D . Set all records to private to ensure customer data confidentiality
Correct Answer: B
B
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 of supported 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 A is a policy decision, not a technical constraint. You can track contractor location if they agree to it.
Option C is false; Contractor licenses (Community Plus) do include access to the Field Service Mobile App.
B
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 of supported 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 A is a policy decision, not a technical constraint. You can track contractor location if they agree to it.
Option C is false; Contractor licenses (Community Plus) do include access to the Field Service Mobile App.
Question #10
Which of the following objects have fieldsets that allow controlling how the data is displayed in the ‘Dispatcher Console’? (Choose 3 options)
- A . Resource Absence
- B . Service Appointment
- C . Service Resource
- D . Service Territory
- E . Assigned Resource
Correct Answer: A, B, C
A, B, C
Explanation:
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 the Dispatcher Console layout in the same way the primary transactional objects do.
A, B, C
Explanation:
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 the Dispatcher Console layout in the same way the primary transactional objects do.
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