AP-209 Salesforce Advanced Field Service Accredited Professional Free Practice Exam Questions (2026 Updated)

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

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

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

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

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

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.

During the "Day 1" or Scoping phase of an implementation, the goal is to define the high-level architecture and business model.

A is correct:DefiningIntegrationpoints (ERP, HR, Inventory) is a foundational requirement that dictates the project scope and data strategy.

D is correct:Defining theWork(Work Types, Skills, Durations) is the core of the Field Service data model. You cannot configure the system without knowing what services are being performed.

E is correct:Defining theTerritory Structure(Business Units) sets up the security model, sharing settings, and resource organization.

Options B and Care incorrect for thefirst daybecause they are detailed configuration specifics (Refinement). You cannot define "Service Objective Weights" or "Gantt Features" until you understand the basic business goals, services, and territories.

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).

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.

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.

The requirement is to see data "from the Gantt" (the visual chart) with "minimal clicks."

Option D is correct.TheService Tooltip Ganttfield set on the Service Appointment object controls the pop-up text box that appears when a dispatcherhoverstheir mouse over a Service Appointment bar on the Gantt chart. This requireszero clicksand is the fastest way to inspect details like "Description" without opening the full record.

Options A, B, and C refer to the "Appointment List" (the textual list on the left side of the console). While useful, scrolling through long descriptions in a list column is difficult (Option A) and requires looking away from the Gantt chart itself.

This question asks how to track the history/link between an old asset and a new one.

Option C is correct.TheAsset Relationshipobject is a standard Salesforce object designed specifically to link two assets. It includes fields like Relationship Type (which can be set to "Replacement," "Upgrade," etc.) and From Date/To Date. This creates a clear lineage: Asset A was replaced by Asset B.

Option A (Child Asset) implies a hierarchy (one ispartof the other), not a replacement.

Option D (Maintenance Asset) is used for Maintenance Plans (PMs), not for tracking swap/upgrade history.

This is a classic "Double-Booking" vs. "Complex Work" scenario.

Option B is correct.To book two distinct people for the same work at the same time, you createtwo Service Appointments. You link them using aComplex Workdependency of typeSame Start4. This tells the optimization engine: "Find a time where Resource A (Appointment 1) and Resource B (Appointment 2) are BOTH free, and book them simultaneously."

Option Ais incorrect because a single Service Appointment can typically only have oneactiveAssigned Resource for scheduling purposes in the standard optimization model (unless using Crew Management, but Crews are forstaticteams, not ad-hoc pairs).

Option Dis incorrect because the requirement states they need to be assigned to "individual jobs later that day"5.Service Crewsare designed for resources who stay together all day. Breaking a crew apart for half a day is administratively difficult.

Option Cis a hack (Resource Absence) that blocks the second tech's time but doesn't link them to the actual job details properly.

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).

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.

To prioritize junior resources without creating rigid "hard constraints" (which might prevent scheduling altogether if no junior is available), you should use Service Objectives (Soft Constraints).

Option C is correct (Resource Priority):By assigning a higher priority value to Junior Service Resource records and adding the "Resource Priority" objective to the scheduling policy, the optimization engine calculates a higher score for these resources. This acts as a general "preference" to use them whenever possible.

Option E is correct (Least Qualified):The "Skill Level" Service Objective has a setting called "Prefer Least Qualified." When enabled, the engine prefers the resource who has thelowestskill level that still meets the job requirement. For example, if a job requires Skill Level 50, and you have a Senior (Level 90) and a Junior (Level 55), the engine will pick the Junior. This is a best practice to prevent "over-qualified" resources (Seniors) from being booked on routine jobs, keeping them free for complex tasks.