Salesforce AP-209 Exam Dumps

This scenario describes a structured process with validation (Checklist + Data + Images).

Option A is correct. Work Plans are the standard, modern feature for checklists in Salesforce Field Service. A Work Plan consists of 'Work Steps.' These steps can be linked to a Flow, which provides a user-friendly wizard to capture specific data inputs and upload images in a structured way.

Option B is the legacy method. Adding fields directly to the Service Appointment creates clutter and doesn't offer a step-by-step 'Checklist' experience.

Option C is a security risk (too much access) and provides no process guidance.

Option D (Deep Linking) is used to jump out of the app to another app, which is not needed here since SFS can handle flows natively.

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.

This scenario requires managing availability for resources who work across multiple territories (Primary and Secondary memberships) specifically for 'off-hours' emergencies.

Option D is correct because Shifts in Salesforce Field Service allow you to define ad-hoc availability outside of standard Operating Hours. Crucially, if you create a Shift without specifying a Service Territory, that availability applies to the resource's Primary Territory by default. However, because the resource also holds Secondary Territory Memberships for the other business units, the scheduling engine (specifically the 'Match Territory' Work Rule) recognizes this availability as valid for those territories as well, provided the shift falls within the membership dates.

Setting the Time Slot Type to 'Designated' (or 'Extended') is the standard way to mark time for specific work types (like Emergencies) using Work Rules that filter on those time slot types.

Option B is incorrect because creating a separate shift for every territory is administrative overhead and unnecessary when a single non-territory-specific shift can cover the resource's availability across their memberships.

Option A is factually incorrect; resources can have multiple territory memberships.

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 your Scheduling Policy includes the Active Resources Work 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 specific job-by-job exclusions (e.g., 'Don't send Bob to this specific customer'), not for global termination.

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.