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Salesforce AP-209 Exam - Topic 3 Question 14 Discussion
Topic #: 3
Universal Containers outsources maintenance work to a third-party contractor who has agreed to provide a total of 20 hours of availability per day between 9:00 AM and 5:00 PM. Universal Containers' internal resources work 8:00 AM to 8:00 PM including overtime.
How should a consultant configure the contractor resources to meet this requirement?
When a contractor company provides aggregate hours rather than a list of named technicians, the correct model is a Capacity-Based Resource so the engine schedules against capacity in hours, not against a specific individual.
Option A is correct. A Capacity-Based Resource lets you express '20 hours per day' as capacity, assign Operating Hours of 9:00 AM--5:00 PM that match the contractor's agreed window, and add the 'maintenance' skill to restrict the type of work routed to them.
Option B is incorrect because preferring contractors is a soft preference; it does not enforce the contractor's distinct hours or capacity.
Option C is incorrect because creating a separate Service Territory does not, by itself, model contractor capacity or restrict the work type assigned.
Option D is incorrect because a Named Resource represents a single person, not a company providing aggregate hours, and the Designated Work approach does not capture the daily capacity cap.
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