- All Exams Instant Download
Which two upsell activities should the CSR consider?
A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about to expire. Which two upsell activities should the CSR consider? (Choose two.)A . Open a Case and send email with new Service offerings.B ....
Which two abilities does forecasting and planning provide?
Universal Containers (UC) wants to better understand their service business and Field Service Technician teams' schedules. A Consultant suggested UC start to forecast and plan. Which two abilities does forecasting and planning provide? (Choose two.)A . Proactively adjust to demand fluctuations.B . More consistently meet customer response times.C . More...
What Objects should be set up for Entitlement Management?
Universal Containers is looking to implement Entitlement Management to meet the following requirements: 1) Any employee from the customer account is eligible for support. 2) Specific purchased products are eligible for support. What Objects should be set up for Entitlement Management?A . Accounts and Service ContractsB . Contacts and Service...
How should a Consultant recommend configuring the new Contractor?
Universal Containers is expecting the amount of work to increase significantly over the next three weeks. They have decided to engage a new third-party Contract Provider to help with the additional work. How should a Consultant recommend configuring the new Contractor?A . Create a Capacity-based Resource and delete that Resource...
What object relationship should the Consultant focus on to meet this requirement?
Universal Containers wants to track the work that is performed on the customer's install base. What object relationship should the Consultant focus on to meet this requirement?A . Products to AccountsB . Assets to ProductsC . Work Orders to AssetsD . Work Orders to ProductsView AnswerAnswer: D
How can a Consultant ensure agents can verify coverage?
Universal Containers maintains their service level agreements at the customer level only. How can a Consultant ensure agents can verify coverage?A . Set up Entitlement Process, set up Service Contracts, display the related List on the Contact Page Layout.B . Create Milestones, set up Entitlement Process, display the related List...
What field type should be configured to capture this information?
Universal Containers wants their Technicians to record Asset Number using a barcode scanner when completing Work Orders. What field type should be configured to capture this information?A . BarcodeB . DateC . FormulaD . TextView AnswerAnswer: D
How can this be achieved?
Universal Containers (UC) is using Field Service and has customer meetings at UC's offices. When booking meetings, they would like them to begin on the hour, every hour, between 9am-5pm. How can this be achieved?A . Use Customer Operating Hours.B . Use Exact Appointments on the Work Types.C . Use...
Which two configurations should a Consultant implement to meet this requirement?
Universal Containers provides multiple service types (i.e., Installation, Maintenance, Break/Fix, etc.). Each service requires a variety of skills and certifications in order for a resource to excel. Which two configurations should a Consultant implement to meet this requirement? (Choose two.)A . Select the relevant Work Types for each Resource.B ....
What method of dispatching should a Consultant recommend implementing?
Universal Containers provides prompt service and has multiple service levels for different customers. Over 50% of Service Appointments are created on the same day they need to be completed. As a result, a Technician's daily schedule can change multiple times throughout the day. What method of dispatching should a Consultant...
