Pass the Salesforce Accredited Professional Certification AP-209 Questions and answers with Dumpstech

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).

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).

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 definedexclusivelyby 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 looksonlyto 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).

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.

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) happensduringthe build phase (Agile methodology), not during initial scoping.

Option E (Solution Design) is theoutputof the scoping/analysis phase, not a topic you ask about during the initial discovery.

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.

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).

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 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).

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.