Try and practice the latest Salesforce : AP-209 real questions & answers

A customer wants to assign work to Resources by postal code coverages, each Resource covering one or more postal codes. The solution must also support Scheduling and Optimization.
What should a consultant recommend to meet the customer's requirements?

• A. Use 'Match Fields', set the relevant postal code coverage on the resources level and on the Service Appointment level
• B. Model each postal code as a record in a custom object, and use the 'Extended Match' Work Rule to assign the Resources to Appointments within their postal code coverage using another custom junction object
• C. Define each postal code as a Service Territory, assign Resources through STM (Service Territory Member) record to the Territory they need to cover
• D. Model each postal code as a skill, assign the skill to the relevant Resources, and set the skill as a required skill for each Service Appointment within the postal code area

What two actions should a consultant recommend to ensure that junior employees are prioritized when installations are scheduled?

• A. Update the 'Skill Level' Service Objective to 'Least Qualified'
• B. Leverage a 'Match Boolean' Work Rule to match on a custom field 'Is Junior'
• C. Increase the resource's priority on the junior Service Resource records, and increase the 'Resource Priority' Service Objective weighting
• D. Assign a 'Preferred Resource' to a junior service resource when a customer has an installation job
• E. Increase the installation 'Skill Level' for the senior resources, and increase the 'Skill Level Service Objective' weighting

A division of Green Energy Solutions has different work hours for each day, and the daily hours are inconsistent from one week to another (example: this Monday 9 am-4 pm, this Tuesday 8 am-6 pm, next Monday 8 am-3 pm, next Tuesday 9 am-2 pm). This creates a lot of overhead.
What can an administrator configure to add efficiencies into their scheduling process and mitigate administrative overhead?

• A. Create Operating Hours for all combinations and build a workflow to change the Service Territory Operating Hours every week
• B. Create Operating Hours with no availability, and use Shifts to define the daily changing availability
• C. Create a Service Territory with Operating Hours that encompasses all the hours, then create jobs for the specific hours needed to be covered
• D. Create Operating Hours that encompasses all the hours, then create non availabilities for the hours that are off on a given day

A dispatcher notices that the Service Territory schedule for the next week is full with routine maintenance appointments, while there are several urgent repair jobs still waiting to be scheduled in the appointment list.
Which three actions should the dispatcher take to schedule the urgent repair jobs?

• A. Ensure that the maintenance Service Appointments are not 'Pinned' and can be rescheduled
• B. Manually update the 'Assigned Resource' on each of the urgent repairs
• C. Use 'Global Optimization' to optimize the territory schedule for the next week
• D. Invoke 'Resource Schedule Optimization' for each Service Resource in the Service Territory
• E. Check the 'Scheduling Priority' of the repair and maintenance Service Appointments

After running an optimization request for the next day, the dispatcher at Green Energy Solutions had noticed that the schedule of most of the Service Appointments has not changed at all, even though there were other better available options, considering the Service Objectives defined within the Scheduling Policy that was used for the Global Optimization.
What are three potential reasons for this behavior? (Choose 3 options)

• A. Most of the Service Appointments had the 'Pinned' checkbox set to 'True'
• B. Most of the Service Appointments had an Arrival Window defined
• C. Most of the Service Appointments had a very high priority
• D. Most of the Service Appointments were in a status that's considered as 'Pinned' by Global Optimization
• E. Most of the Service Appointments were scheduled while violating one or more of the Work Rules defined within the Scheduling Policy that was used for the optimization