Given a Scenario, Evaluate Options to Upsell or Add Needed Entitlements AGENTFORCE-FIELD-SERVICE-CONSULTANT Practice Questions (Page 3)

Questions 11–15

1. 11expert · hard

   A customer has a Premier Support contract but is not using the proactive services included, such as quarterly business reviews and health checks. They are a stable, mature org with low case volume. However, they are planning to launch a new product line that will require significant custom development and integration. The customer is cost-conscious and asks if they can downgrade to Standard to save money. What is the best recommendation?

   • ARecommend downgrading to Standard and purchasing a one-time consulting engagement for the launch.
   • BRecommend downgrading to Standard and using the community for support during the launch.
   • CRecommend keeping Premier but negotiating a lower price by removing the named support engineer.
   • DRecommend keeping Premier because the launch will require proactive support and expertise.
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   A customer's current entitlement covers 10 support cases per year, but they have already used 9 cases in the first quarter and expect continued growth. Which recommendation best addresses their need while aligning with business goals?

   • ARecommend adding 20 additional cases to the existing entitlement
   • BRecommend removing the case limit entirely
   • CRecommend reducing the response time to 2 hours
   • DRecommend extending the contract term by one year
   Reveal Solution Discussion Select an answer first
4. 13application · medium

   A customer is evaluating whether to upgrade from Standard to Premier Support. They have a complex Salesforce environment with many custom objects and integrations. They are concerned about the cost but want to ensure they have access to the highest level of expertise. Which factor should be the primary consideration in their decision?

   • AThe complexity of their environment and the need for specialized guidance.
   • BThe historical number of cases they have opened.
   • CThe length of their current contract.
   • DThe number of users in their organization.
   Reveal Solution Discussion Select an answer first
5. 14application · medium

   A customer has a basic entitlement that includes only business-hours support. They have recently expanded their operations to include a 24/7 call center. They are now opening cases at night and on weekends, and they are frustrated that responses are delayed until the next business day. Which entitlement change would best address their situation?

   • AAssign a dedicated support agent to their account.
   • BIncrease the number of cases they can open per month.
   • CAdd 24/7 support coverage to their existing entitlement.
   • DRecommend they open cases only during business hours.
   Reveal Solution Discussion Select an answer first
6. 15application · medium

   A customer is trying to decide between adding a Technical Account Manager (TAM) or upgrading to Premier Support. They have a stable environment with occasional issues, but they are planning a major release next quarter. Their main concern is having a trusted advisor to help with the release planning. Which option is the best fit?

   • AAdd more named support contacts to their current contract.
   • BPurchase additional training credits for their team.
   • CAdd a Technical Account Manager (TAM) to their existing support contract.
   • DUpgrade to Premier Support, which includes a named support engineer.
   Reveal Solution Discussion Select an answer first