Recommend and Apply Entitlements Model to Customer Scenarios AGENTFORCE-FIELD-SERVICE-CONSULTANT Practice Questions (Page 3)

Questions 11–15

1. 11foundation · easy

   A work order is not getting an entitlement applied automatically. What is a common cause?

   • AThe work order is too old.
   • BThe technician is not certified.
   • CThe entitlement process criteria do not match the work order's data.
   • DThe work order is a preventive maintenance type.
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   What is the relationship between a service contract and an entitlement?

   • AService contracts are created from entitlements.
   • BA service contract can have multiple entitlements that define the specific coverage terms.
   • CAn entitlement can have multiple service contracts.
   • DService contracts and entitlements are unrelated.
   Reveal Solution Discussion Select an answer first
4. 13expert · medium

   A work order is created for a customer, and the system automatically applies an entitlement. However, the dispatcher realizes the applied entitlement is for a different product line than the work order's product. The customer has another entitlement that matches the product. What should the dispatcher do?

   • ALeave the applied entitlement, since the system selected it automatically.
   • BRecreate the work order to trigger the automatic process again.
   • CDelete the incorrect entitlement to prevent it from being applied.
   • DManually change the entitlement on the work order to the correct one that matches the product.
   Reveal Solution Discussion Select an answer first
5. 14application · medium

   A service manager is reviewing a customer's service contract that includes a clause for '24/7 emergency support'. The administrator needs to ensure that work orders for emergency issues are covered. What should the administrator do?

   • ACreate an entitlement linked to the service contract, with a type that includes emergency support coverage.
   • BCreate a new service contract specifically for emergency support, separate from the main contract.
   • CAdd a custom field to the service contract to indicate emergency support, without creating an entitlement.
   • DConfigure the work order type to automatically bypass entitlement checks for emergency issues.
   Reveal Solution Discussion Select an answer first
6. 15expert · medium

   An administrator configures an entitlement process with criteria on Account and Product. The process is active. A work order is created for a customer with an active entitlement that matches the account and product, but the entitlement is not applied. What should the administrator check next?

   • AWhether the customer has multiple entitlements and the process is picking the wrong one.
   • BWhether the work order has a manually selected entitlement that overrides the automatic process.
   • CWhether the entitlement record has a status of 'Draft' instead of 'Active'.
   • DWhether the entitlement process is assigned to the correct work order type and the work order's service date is within the entitlement's valid period.
   Reveal Solution Discussion Select an answer first