Deal of The Day! Hurry Up, Grab the Special Discount - Save 25% - Ends In 00:00:00 Coupon code: SAVE25
Welcome to Pass4Success

- Free Preparation Discussions

Salesforce AP-209 Exam - Topic 6 Question 12 Discussion

Universal Containers broadly has two sets of service resources: Internal employees and contractors. They have the following requirements while assigning the Service Appointments to them:1. Contractors will be working on maintenance work, but internal employees can also handle work if the contractor is unavailable. 2. Contractors to cover only a 40-mile radius around its office.Which recommendation should a consultant make to meet their requirements?
D) Configure a Work Rule applied only for contractors to limit their maximum travel and a new Service Objective that will attempt to prefer contractor resources
A) Configure a Service Objective applied only for contractors to limit their maximum travel and another Service Objective that will attempt to prefer contractor resources
B) Configure a Work Rule applied only for contractors to limit their maximum travel and another Work Rule that will attempt to prefer contractor resources
C) Configure a Service Objective applied only for contractors to limit their maximum travel and a new Work Rule that will attempt to prefer contractor resources

Salesforce AP-209 Exam - Topic 6 Question 12 Discussion

Actual exam question for Salesforce's AP-209 exam
Question #: 12
Topic #: 6
[All AP-209 Questions]

Universal Containers broadly has two sets of service resources: Internal employees and contractors. They have the following requirements while assigning the Service Appointments to them:

1. Contractors will be working on maintenance work, but internal employees can also handle work if the contractor is unavailable. 2. Contractors to cover only a 40-mile radius around its office.

Which recommendation should a consultant make to meet their requirements?

Show Suggested Answer Hide Answer
Suggested Answer: D

Work Rules are hard constraints that filter candidates in or out, while Service Objectives are soft constraints that rank the remaining candidates. The 40-mile radius is a strict eligibility rule, while preferring contractors over internal employees is a preference.

Option D is correct. A Work Rule (such as Maximum Travel From Home with a Relevance Group for contractors) enforces the 40-mile radius as a hard filter --- contractors beyond that distance are excluded from the candidate list. A Service Objective (such as a Resource Preference or Resource Priority objective) is the correct mechanism to rank contractors above internal employees while still allowing internal employees to be considered when no contractor is available.

Option A is incorrect because a Service Objective cannot enforce the maximum travel as a hard rule; it would only score it.

Option B is incorrect because using a Work Rule for the contractor preference would exclude internal employees, violating requirement #1.

Option C is incorrect because the roles of the rule types are reversed --- travel limit needs to be a Work Rule and preference needs to be a Service Objective.


Contribute your Thoughts:

0/2000 characters
Dana
4 days ago
Option A seems solid for managing contractor travel.
upvoted 0 times
...
Gilma
9 days ago
I vaguely recall that Work Rules are typically used for preferences, but I can't remember if they can also handle travel limits effectively. This is tricky!
upvoted 0 times
...
Sonia
14 days ago
I'm leaning towards option C because it combines both a Service Objective for travel limits and a Work Rule for preference, but I'm not entirely confident.
upvoted 0 times
...
Lavonna
19 days ago
I think we practiced a question similar to this where we had to choose between Work Rules and Service Objectives. I feel like Work Rules might be more appropriate for limiting travel.
upvoted 0 times
...
Stefania
24 days ago
I remember something about Service Objectives being used to manage travel distances, but I'm not sure if they can also prioritize resources.
upvoted 0 times
...

Save Cancel