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[General] Quiz Salesforce - AP-209 - Newest Advanced Field Service Accredited Professional

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【General】 Quiz Salesforce - AP-209 - Newest Advanced Field Service Accredited Professional

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Salesforce AP-209 Exam Syllabus Topics:
TopicDetails
Topic 1
  • Implementation Strategies and Design: This domain covers the full consulting project lifecycle from planning and requirements gathering through deployment, and determining appropriate deployment strategies and licensing needs for Field Service implementations.
Topic 2
  • Mobile: This domain covers offline functionality in the Field Service Mobile app, mobile customization and extension options, technician management capabilities, and communication features between dispatchers, technicians, and customers.
Topic 3
  • Assets: This domain examines asset architecture including hierarchies and relationships, and strategies for tracking and managing customer assets throughout their lifecycle.
Topic 4
  • Resource Management: This domain focuses on managing resource availability, Service Territory Management capabilities, handling different resource types, and implementing optimal scheduling strategies for field service personnel.

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Salesforce Advanced Field Service Accredited Professional Sample Questions (Q29-Q34):NEW QUESTION # 29
Green Energy Solutions are trying to forecast the number and type of licenses needed to be purchased to support the following resource structure:
Service Territory A has 2 internal resources and 2 contractors set as capacity-based resources: ABC and XYZ, both represent a contractor company. ABC contracting company has 3 individual resources and XYZ contracting company has 4 individual resources.
What type of Field Service licenses and how many of each should Green Energy Solutions purchase?
  • A. 1 Dispatcher, 1 Technician, and 3 Contractors, plus 7 Contractors (3 for ABC and 4 for XYZ)
  • B. 1 Dispatcher, 2 Technicians, and 2 Contractors, plus 7 Contractors (3 for ABC and 4 for XYZ)
  • C. 2 Dispatchers, 2 Technicians, and 1 Contractor, plus 7 Contractors (3 for ABC and 4 for XYZ)
  • D. 1 Dispatcher, 9 Technicians, and 2 Contractors
Answer: B
Explanation:
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 standard Field 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).

NEW QUESTION # 30
A customer outsources some of the work to contractors. The contractors in company A need to be able to accept up to 4 hours of maintenance work per day, but their resources only work 9-10 am. They manage the scheduling and order of these jobs outside of Salesforce.
Contractor company B also must only accept 4 hours of work per day but work from 9-5 pm and manage their schedule inside Salesforce. The customer is using optimization.
Which two configurations need to be created to support the requirement?
  • A. Configure 'Capacity Based Resources' with an 'Hours per Time Period' of 4 and a 'Time Period' of 'Day' for contractor group A. Set Operating Hours to 9-10 am for contractor group A resources
  • B. Configure 'Capacity Based Resources' with an 'Hours Per Time Period' of 4 and a 'Time Period' of 'Day' for contractor group A. Set Operating Hours to 9-10 am for contractor group A resources and use
    'Schedule Over Lower Priority' to allow for overbooking resources
  • C. Configure a 'Scheduling Count Rule' with a 'Count Type' of 'Duration' to limit work for all resources.
    Set Operating Hours to 9-10 am for contractor group A and 9-5 pm for contractor group B
  • D. Configure a 'Scheduling Count Rule' with a 'Count Type' of 'Duration' to limit work. Use 'Relevance Groups' to apply this to resources in contractor group B. Set Operating Hours to 9-5 pm for contractor group B
Answer: A,D
Explanation:
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 a Relevance Groupto ensure this ruleonlyapplies to Contractor B (not internal employees or Contractor A).

NEW QUESTION # 31
Universal Containers services customers in the public sector. When technicians are needed for repair jobs in government buildings, it is crucial that only technicians with the relevant security badge are selected for the job.
Which two configuration options can a consultant recommend to achieve the business requirement?
  • A. Create 'Resource Preferences' of Type 'Required' for Accounts that require specific Service Resources
  • B. Create an Apex Trigger that deletes 'Assigned Resources' that are not defined as 'Required Resources' for the Account
  • C. Include the 'Extended Match' Work Rule in the relevant Scheduling Policies
  • D. Use time-phased skills in order to ensure that only resources with security badges can perform the job
  • E. Include the 'Match Boolean' Work Rule in the relevant Scheduling Policies
Answer: C,E
Explanation:
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 specific typeorlevelof 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.

NEW QUESTION # 32
After running a Global Optimization on an empty Gantt, the dispatcher at Green Energy Solutions noticed that one of the Service Appointments wasn't scheduled, although there seems to be enough white space on the Gantt for it to fit in.
What should the dispatcher do to identify the root cause?
  • A. Remove the Service Objective with the highest weight from the Scheduling Policy.
  • B. Click on the 'Appointment Booking' action on the appointment from the appointments list to identify which candidates are displayed.
  • C. Manually drag the Service Appointment to a place on the white space and observe what rule violations are displayed.
  • D. Check the 'In-Day Optimization' checkbox on the Scheduling Policy used in the previous run, and re- run the optimization request.
Answer: C
Explanation:
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).

NEW QUESTION # 33
A customer needs to cancel all appointments within a specific area due to climate changes that boosted a bushfire.
How should a consultant recommend implementing this requirement?
  • A. Create a report for the appointments that are located in this area and use a data import tool to change the appointment's status to 'Canceled'
  • B. Draw a polygon on the map for the bushfire area and use the bulk action to 'Unschedule' the appointments
  • C. Create a custom list view for the appointments that should be cancelled, select the appointments and use the 'Unschedule' action
  • D. Change the priority for the appointments to a low priority and run 'In-Day Optimization'
Answer: B
Explanation:
The Dispatcher Console Map is the most efficient tool for geographic mass actions.
* Option A is correct.Salesforce Field Service allows dispatchers to draw customMap Polygonsdirectly on the Gantt map. Once a polygon is drawn around the affected bushfire area, the dispatcher can right- click the polygon (or use the actions menu) to performMass Actionson all Service Appointments contained within that shape. "Unschedule," "Cancel," or "Flag" are standard bulk actions available in this context.
* Option B (Reports/Data Loader) is too slow for an emergency response.
* Option C (Optimization) would just move the appointments to later times, not cancel/unschedule them.
* Option D (List View) is difficult because defining a "bushfire area" using text filters (City, Zip) is often inaccurate compared to drawing the precise boundary on a map.

NEW QUESTION # 34
......
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