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Salesforce AP-209 Exam - Topic 4 Question 16 Discussion

What should a consultant recommend to a customer who wants to equip their field techs with access to helpful information while in the field?
C) Knowledge on Work Orders
A) Custom Links on Work Orders
B) Knowledge on Cases
D) Attachments on Cases

Salesforce AP-209 Exam - Topic 4 Question 16 Discussion

Actual exam question for Salesforce's AP-209 exam
Question #: 16
Topic #: 4
[All AP-209 Questions]

What should a consultant recommend to a customer who wants to equip their field techs with access to helpful information while in the field?

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Suggested Answer: C

Salesforce Knowledge can be related directly to the Work Order object so that articles surface alongside the job a technician is performing, both on desktop and in the Field Service Mobile App.

Option C is correct. 'Knowledge on Work Orders' allows the admin to attach Knowledge Articles to Work Orders and Work Types. Technicians can read step-by-step procedures, troubleshooting guides, and reference material directly from the related Work Order on the Field Service Mobile App, which is exactly the experience needed in the field.

Option A is incorrect because Custom Links typically open external URLs and require connectivity. They do not provide a managed library of articles.

Option B is incorrect because Knowledge on Cases is a Service Cloud feature for case handling, not for field technicians who work from Work Orders.

Option D is incorrect because Attachments on Cases are unmanaged files associated with Cases, not curated, searchable content for technicians.


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