A technician is about to start a work order for a customer. The entitlement on the work order has a start date of last month, an end date of next month, and 0 remaining visits out of 5. The work order is for a covered product. What should the technician do?

Extend the entitlement's end date to allow the visit to be covered.

Complete the work order and bill the customer directly, since the entitlement is active.

Check if the customer has another entitlement that can cover the work order.

Proceed with the work order, since the entitlement is within its valid date range.

An administrator notices that a work order for a customer is not getting an entitlement applied, even though the customer has an active entitlement. The entitlement process is active and has criteria on Account and Product. The work order's account and product match the entitlement. What should the administrator check first?

Whether the work order has a manually selected entitlement that overrides the automatic process.

Whether the entitlement process is assigned to the correct work order type.

Whether the customer has multiple entitlements and the process is picking the wrong one.

Whether the entitlement record has a status of 'Active' and the work order's service date is within the entitlement's start and end dates.

When would a user need to manually select an entitlement on a work order?

When the work order is created from a case.

When the work order is for a preventive maintenance visit.

When the automatic process does not find a matching entitlement, or the user needs to override the applied one.

A dispatcher creates a work order for a customer, but the system does not automatically populate an entitlement. The customer has an active entitlement that matches the account and product. What should the dispatcher do to resolve this?

Manually select the correct entitlement on the work order from the available list.

Ignore the entitlement field and proceed, since the work order can be completed without it.

Delete the customer's entitlement and recreate it to force the system to recognize it.

Recreate the work order, since the entitlement will populate on the second attempt.

Which of the following must be true for a work order to be covered by an entitlement?

The work order is created from a case.

The work order date falls within the entitlement's start and end dates.

The work order has a high priority.

The work order is assigned to a specific technician.

SalesforceCertified Agentforce Field Service and Operations Consultant

Domain 2Objective 3

Recommend and Apply Entitlements Model to Customer Scenarios AGENTFORCE-FIELD-SERVICE-CONSULTANT Practice Questions (Page 4)

Part of the CONFIGURE CONTRACTS, ENTITLEMENTS, AND WARRANTIES domain, which accounts for 8% of the AGENTFORCE-FIELD-SERVICE-CONSULTANT exam.

31questions here

7free pages

10concepts

8%of the exam

Questions 16–20

16application · medium
A technician is about to start a work order for a customer. The entitlement on the work order has a start date of last month, an end date of next month, and 0 remaining visits out of 5. The work order is for a covered product. What should the technician do?
Select an answer first
17expert · medium
An administrator notices that a work order for a customer is not getting an entitlement applied, even though the customer has an active entitlement. The entitlement process is active and has criteria on Account and Product. The work order's account and product match the entitlement. What should the administrator check first?
Select an answer first
18foundation · easy
When would a user need to manually select an entitlement on a work order?
Select an answer first
19application · easy
A dispatcher creates a work order for a customer, but the system does not automatically populate an entitlement. The customer has an active entitlement that matches the account and product. What should the dispatcher do to resolve this?
Select an answer first
20foundation · easy
Which of the following must be true for a work order to be covered by an entitlement?
Select an answer first

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