Given a Scenario, Evaluate Options to Upsell or Add Needed Entitlements AGENTFORCE-FIELD-SERVICE-CONSULTANT Practice Questions (Page 2)

Questions 6–10

1. 6application · medium

   A customer with a Standard Support entitlement has been opening cases that are consistently resolved at the lowest severity level. They have also started asking for best practices on data modeling and have requested a review of their security settings. Which upsell opportunity is most appropriate?

   • AAdvise them to open more cases to get more value from their current entitlement.
   • BRecommend they attend a training class on data modeling.
   • CSuggest they purchase additional storage for their org.
   • DOffer a higher support tier that includes proactive guidance and best practices.
   Reveal Solution Discussion Select an answer first
2. 7foundation · easy

   A customer has a support entitlement with a 24-hour response time, but they now require a 4-hour response for critical issues. Which entitlement feature should be compared to address this need?

   • AThe list of covered products
   • BThe response time guarantee
   • CThe number of included support cases
   • DThe contract start date
   Reveal Solution Discussion Select an answer first
4. 8application · medium

   A customer has a support entitlement that includes a limited number of cases per month. They have exceeded this limit for the past three months and have had to wait for the next month to open new cases. They are a growing company and expect this trend to continue. What is the most appropriate recommendation?

   • ARecommend they use the community for non-critical issues.
   • BAdvise them to wait until their contract renews to adjust the limit.
   • CSuggest they consolidate their cases to stay within the limit.
   • DIncrease the case limit on their current entitlement.
   Reveal Solution Discussion Select an answer first
5. 9application · medium

   A customer has a Premier Support contract but is not using the full benefits, such as the named support engineer and proactive reviews. They are considering downgrading to Standard to save money. However, they are about to undertake a major digital transformation project. What should you recommend?

   • ADowngrade to Standard and purchase consulting services for the project.
   • BDowngrade to Standard and rely on the community for support.
   • CKeep Premier because the upcoming project will likely require the additional support.
   • DKeep Premier but reduce the number of named support contacts.
   Reveal Solution Discussion Select an answer first
6. 10foundation · easy

   A customer has a support entitlement that covers only business hours, but they have started operating a 24/7 call center and frequently need assistance during nights and weekends. Which signal indicates an upsell opportunity?

   • AThe customer's contract includes a clause about automatic renewal.
   • BThe customer's primary contact has changed recently.
   • CThe customer has requested support outside the covered hours on multiple occasions.
   • DThe customer's support cases are all resolved within the agreed response time.
   Reveal Solution Discussion Select an answer first