Given a Scenario, Evaluate Options to Upsell or Add Needed Entitlements AGENTFORCE-FIELD-SERVICE-CONSULTANT Practice Questions (Page 4)

Questions 16–18

1. 16foundation · easy

   A customer contacts support about a recent product malfunction. Their current support contract includes a limited number of cases per year, and they have already used most of them. Which signal most clearly indicates an upsell opportunity for additional entitlements?

   • AThe customer mentions they are satisfied with the product's performance.
   • BThe customer is nearing their case limit and expects more issues in the coming months.
   • CThe customer asks for a refund for a previous service visit.
   • DThe customer's contract renewal is more than a year away.
   Reveal Solution Discussion Select an answer first
2. 17foundation · easy

   A customer needs support for a product that is not covered by their current entitlement. Which entitlement option would best address this need?

   • AExtending the contract term of the existing entitlement
   • BReducing the number of included cases to lower cost
   • CAdding a new entitlement that includes the specific product
   • DIncreasing the response time on the existing entitlement
   Reveal Solution Discussion Select an answer first
3. 18application · medium

   A customer has a Premier Support entitlement but is about to launch a new Salesforce implementation that will triple their user base. They are concerned about potential performance issues and want proactive guidance during the rollout. Which entitlement addition would best address this need?

   • AIncrease the severity level of their support cases.
   • BAdd a training credit package to the contract.
   • CPurchase a Technical Account Manager (TAM) service.
   • DAdd additional named support contacts to the existing Premier contract.
   Reveal Solution Discussion Select an answer first