Salesforce AP-209 - Advanced Field Service Accredited Professional

The goal is to fit high-priority work into a schedule already filled with low-priority work.

Option B is correct.The system must know that the Repair jobs are more important than the Maintenance jobs. This is handled by theScheduling Priorityfield (used in the optimization logic to decide which job to drop if there is a conflict) or the Priority field mapped to Service Objectives.

Option C is correct.Global Optimizationis the best tool here. It will look at the entire week, see the high-priority unscheduled jobs, and the low-priority scheduled jobs. It will then un-schedule or move the maintenance jobs to make room for the urgent repairs.

Option D is correct.For Optimization to work, the existing maintenance appointments mustnot be Pinned. If they are pinned, the optimizer treats them as immovable rock, and it won't be able to free up the time needed for the repairs.

Option A (Manual assignment) is inefficient and risky (could double-book). Option E (Resource Schedule Optimization) optimizes one person at a time; Global Optimization is better suited for balancing the load across the whole territory.

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).

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.