Salesforce Field Service Lightning Consultant (legacy) — Question 28

Universal Containers has noticed that with every new product release there is a rise in customer reported Cases and a decrease in first-time fix-rate.
Which two recommendations should a Consultant make? (Choose two.)

Answer options

• A. Publish pre-release documentation on the Customer Community.
• B. Publish training documentation in a closed Chatter group.
• C. Increase training to Sales Representatives.
• D. Increase training to Field Service Technicians.

Correct answer: A, D

Explanation

Option A is correct because providing pre-release documentation can help customers better understand new products, potentially reducing cases. Option D is also correct, as increasing training for Field Service Technicians can improve their ability to resolve issues on the first visit, thus improving the fix-rate. Options B and C do not directly address the issues of customer cases and first-time fix-rate effectively.