Salesforce Field Service Lightning Consultant (legacy) — Question 11

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.)

Answer options

• A. Open a Case and send email with new Service offerings.
• B. Open a Case and inform Customer of weekend service pricing.
• C. Open a Case and a renewal Opportunity for the Sales team.
• D. Open a Case and create a Work Order for the Dispatch Team.

Correct answer: A, B

Explanation

The correct answers are A and B because they directly promote new service offerings and inform the customer about relevant pricing, which can lead to an upsell. Options C and D do not focus on immediate customer engagement for upselling; instead, they relate to internal processes that do not directly enhance the customer's current situation.