Recommend and Apply Entitlements Model to Customer Scenarios AGENTFORCE-FIELD-SERVICE-CONSULTANT Practice Questions (Page 2)

Questions 6–10

1. 6foundation · easy

   How is an entitlement typically applied to a work order in Salesforce Field Service?

   • AAutomatically via entitlement processes, with the option for manual selection.
   • BOnly manually by the dispatcher.
   • CIt is applied only when the work order is completed.
   • DIt is not possible to apply entitlements to work orders.
   Reveal Solution Discussion Select an answer first
2. 7expert · medium

   A customer's entitlement for 15 preventive visits expires in 3 days, with 2 visits remaining. The customer requests a 5-visit extension for the next quarter. The service manager approves, but the finance team wants to track the extension separately for billing. What should the administrator do?

   • ADelete the existing entitlement and recreate it with 20 visits and the new end date.
   • BIncrease the total visits on the existing entitlement from 15 to 20 and extend the end date by 1 quarter.
   • CChange the entitlement type to one with unlimited visits and extend the end date.
   • DCreate a new entitlement with 5 visits and a separate end date, linked to the same service contract.
   Reveal Solution Discussion Select an answer first
4. 8application · easy

   A customer has an entitlement with a start date of March 1 and an end date of February 28 of the next year. The entitlement includes 12 cases. As of October 1, 11 cases have been used. A new case is opened on October 15. Is the case covered by the entitlement?

   • AYes, because the date is within the valid range and there is 1 remaining case.
   • BNo, because the case was opened after October 1, which is past the midpoint of the entitlement period.
   • CYes, because the entitlement is active regardless of the number of cases used.
   • DNo, because 11 cases have already been used and only 1 remains.
   Reveal Solution Discussion Select an answer first
5. 9foundation · easy

   Which action is an example of modifying an entitlement?

   • AChanging the end date of the entitlement to a later date.
   • BViewing the entitlement record.
   • CCreating a new work order.
   • DDeleting the associated service contract.
   Reveal Solution Discussion Select an answer first
6. 10foundation · easy

   How do contract terms influence entitlement creation?

   • AContract terms have no influence on entitlements.
   • BContract terms are used to create work orders, not entitlements.
   • COnly the contract's billing amount matters.
   • DThe contract's start date, end date, and service terms are used to define the entitlement's coverage.
   Reveal Solution Discussion Select an answer first