Recommend and Apply Entitlements Model to Customer Scenarios AGENTFORCE-FIELD-SERVICE-CONSULTANT Practice Questions (Page 6)

Questions 26–30

1. 26application · easy

   A customer has an entitlement with a start date of January 1 and an end date of December 31. The entitlement includes 10 cases. As of June 1, 8 cases have been used. A new case is opened on June 15. Is the case covered by the entitlement?

   • AYes, because the case is within the date range and there are 2 remaining cases.
   • BNo, because the case was opened after June 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 8 cases have already been used and the entitlement is nearly exhausted.
   Reveal Solution Discussion Select an answer first
2. 27foundation · easy

   In which field service scenario would a custom entitlement type be most appropriate?

   • AA company needs to integrate with an external billing system.
   • BA company uses the standard 'Case' entitlement type for all its customers.
   • CA company wants to track the number of work orders completed by each technician.
   • DA company offers a unique service package that includes 5 emergency visits and 2 remote support sessions per year.
   Reveal Solution Discussion Select an answer first
4. 28application · easy

   A customer has an entitlement with a total of $5,000 in service coverage. So far, $3,200 has been used. A new work order is estimated to cost $1,500. Is the work order covered by the entitlement?

   • AYes, because the entitlement is active and the work order is within the date range.
   • BNo, because the total coverage is $5,000 and $3,200 has already been used.
   • CYes, because the remaining coverage is $1,800, which is greater than the estimated cost.
   • DNo, because the estimated cost exceeds the remaining coverage of $1,800.
   Reveal Solution Discussion Select an answer first
5. 29application · medium

   A field service organization sells a support contract that includes 50 hours of labor per year. The entitlement record tracks hours used. A service manager needs to know if a customer can still schedule a 4-hour repair visit this month. The entitlement started 6 months ago and 30 hours have been used. What should the manager check to determine coverage?

   • AThe entitlement's end date only, since the contract is valid for the full year regardless of usage.
   • BThe total hours on the service contract, which is 50, and ignore the used hours since the contract is still active.
   • CThe remaining hours on the entitlement, which is 20 hours, and confirm the work order date falls within the entitlement's start and end dates.
   • DThe number of cases opened, since the contract is based on case count rather than hours.
   Reveal Solution Discussion Select an answer first
6. 30foundation · easy

   What does it mean when a work order is 'covered' by an entitlement?

   • AThe work order qualifies for service under the entitlement's terms, and the service is included in the customer's coverage.
   • BThe work order has been scheduled.
   • CThe work order has been completed.
   • DThe work order has been approved by the customer.
   Reveal Solution Discussion Select an answer first