Salesforce AP-209 - Advanced Field Service Accredited Professional

Salesforce Field Service provides specific tools for capturing rich media in a structured way.

Option B is correct (Mobile Flow):This is the modern best practice. By using aFlowwith theFile Upload(or Image) screen component, you can guide the technician to take a photo at a specific step in the process (e.g., "Take a photo of the completed installation"). This ensures consistency.

Option A is correct (Quick Action):You can configureQuick Actions(specifically Global or Object-Specific actions for File Uploads) in the Field Service Mobile app extension settings. This provides a one-tap button for technicians to launch the camera and attach a file directly to the record.

Note: While Option D (Chatter Feed) is possible, it is unstructured data. Options A and B are the "Best Practice" recommendations for process adherence.

This question addresses the trade-off between Customer Experience and Schedule Optimization.

Reducing the arrival window (e.g., from 4 hours to 2 hours) is a common strategy to improve customer service. Customers prefer shorter wait times and more precise appointments. However, a consultant must identify the technical impact of this business decision.

Option B is correctbecause it acknowledges the benefit (customer experience) while correctly identifying the risk. Smaller arrival windows serve as tighter constraints on the scheduling engine (Optimization). The engine has less "wiggle room" to shuffle appointments, which can lead to lower overall utilization or higher travel times.

Option C is incorrect because reducing the windowdecreases(restricts) flexibility for optimization, it does not increase it.

Options A and D suggest increasing the window to 8 hours. While this is great for the optimization engine (maximum flexibility), it is generally considered a poor customer experience to ask a prospect to wait all day (8 hours), contradicting the business goal of being "more competitive."

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 theDispatcher Consolelayout in the same way the primary transactional objects do.

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.

This requires a balance of data accuracy (tracking the asset) and schedule accuracy (updating the duration).

Option D is correctbecause it usesField Service Mobile Flows, which is the best practice for guiding technicians through complex processes.

Data:Creating aWork Order Line Item (WOLI)is the correct data model to track work done on a specific (secondary) Asset under the main Work Order.

Schedule:The flow can update the current Service Appointment's Duration and Scheduled End to reflect the reality that the tech will be there longer.

Automation:Triggering a "Scheduling Recipe" (now typically handled via Flows/Optimization services) ensures that if the appointment runs long, subsequent appointments for the day are automatically shifted (Reshuffled) to prevent overlapping/late arrivals.

Options A and C fail to update the schedule duration, meaning the tech will likely be late to their next job without the dispatcher knowing. Option B creates a second appointment, which is administratively heavy for "just looking at" another asset during the same visit.

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.

The Service Territory Member (STM) address defines the Start Location and End Location for the resource's route calculation.

Option C is correct.The requirement states that travelfromHometothe Center is "at the technician's expense" (i.e., off the clock). Therefore, the "Official Company Route" begins when they arrive at the Service Center.

By setting the STM Address to theService Center, the optimization engine assumes the technician isat the Service Centerat the start of their shift.

The engine will then calculate travel time for:Service Center -> Job 1.

This matches the business requirement.

Option A (Home Address):If you set Home, the engine calculates:Home -> Job 1(or Home -> Service Center). This would likely include the commute time in the daily schedule utilization, which contradicts the "at technician's expense" (off-clock) requirement.

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.

To model international workforces in Salesforce Field Service, specific objects handle geography, time, and exceptions.

Option B is correct.

Service Territories:Used to define the geographical areas (Countries/Regions). Crucially, theTime Zoneis defined on the Service Territory record.

Operating Hours:Used to define the "Permitted Working Hours" (e.g., Mon-Fri, 9-5). These are assigned to the Service Territory or Service Territory Member.

Resource Absences:Used to model time off, such as public holidays or sick days, where the resource is unavailable. (Note: Holidays can also be linked directly to Operating Hours, but Resource Absences are the distinct records created on the Gantt).

Option A is incorrect because "Business Hours" is a Service Cloud (Support) object used for Case Entitlements, not Field Service scheduling. "Resource Capacity" is used for contractors (Capacity-Based Scheduling), not for defining standard working hours.