Given a Scenario, Evaluate Options to Upsell or Add Needed Entitlements AGENTFORCE-FIELD-SERVICE-CONSULTANT Practice Questions (Page 1)

Questions 1–5

1. 1expert · hard

   A customer has a Standard Support entitlement and is experiencing frequent critical issues during their peak season. They have a limited budget and cannot afford a full Premier upgrade. They are considering either a temporary upgrade for the peak season or adding a Technical Account Manager (TAM) for a few months. Which option is the better recommendation?

   • ATemporary upgrade to Premier for the peak season.
   • BIncrease their case limit for the peak season.
   • CAdd a TAM for a few months.
   • DPurchase additional training for their team to handle issues internally.
   Reveal Solution Discussion Select an answer first
2. 2foundation · easy

   A customer has a standard support entitlement with 8-hour response during business hours. They are launching a new product line that will require support on weekends. Which recommendation best addresses this requirement?

   • AAdd a weekend support entitlement to the customer's account
   • BIncrease the number of cases on the existing entitlement
   • CExtend the contract term to cover the new product launch
   • DShorten the response time to 4 hours during business hours
   Reveal Solution Discussion Select an answer first
4. 3application · medium

   A customer with a standard support entitlement has been opening an increasing number of cases related to a new custom integration they built. The cases are being resolved, but the customer's team is spending significant time on the phone with support agents explaining their environment. The customer mentions they wish they had more direct access to best practices for complex integrations. Which signal most strongly indicates an upsell opportunity?

   • AThe customer is asking for guidance on complex integrations beyond standard support scope.
   • BThe customer's support cases are all being resolved within the agreed response time.
   • CThe customer's case volume has increased over the last quarter.
   • DThe customer has not renewed their support contract for the upcoming year.
   Reveal Solution Discussion Select an answer first
5. 4expert · hard

   A customer has a Premier Support contract but is underutilizing it. They have a low case volume and rarely use the named support engineer. However, they are about to undergo a major merger that will double their Salesforce user base and introduce new business processes. The customer is concerned about the cost of Premier and asks if they can downgrade to Standard. What is the best recommendation?

   • ARecommend downgrading to Standard and purchasing a one-time consulting engagement for the merger.
   • BRecommend downgrading to Standard and relying on the community for support during the merger.
   • CRecommend keeping Premier because the merger will require the named engineer's expertise and proactive support.
   • DRecommend keeping Premier but reducing the number of named support contacts to lower the cost.
   Reveal Solution Discussion Select an answer first
6. 5application · medium

   A customer with a Standard Support entitlement is experiencing frequent outages during their peak season, which is now. They need faster response times for critical issues. Their budget is limited, and they cannot afford a full Premier upgrade. Which recommendation best aligns with their needs and constraints?

   • ASuggest they open more cases to get faster responses.
   • BOffer a discount on a full-year Premier upgrade.
   • CRecommend a temporary upgrade to Premier Support for the peak season.
   • DAdvise them to wait until after peak season to upgrade.
   Reveal Solution Discussion Select an answer first