Discuss Salesforce Salesforce Certified Heroku Architect (Plat-Arch-206) Exam Topic 7 Question 7

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 aboutto expire.

Which two upsell activities should the CSR consider? (Choose two.)

AOpen a Case and a renewal Opportunity for the Sales team.

BOpen a Case and create a Work Order for the Dispatch Team.

COpen a Case and inform Customer of weekend service pricing.

DOpen a Case and send email with new Service offerings.

Suggested Answer: C, D

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14 comments · newest first

Lasandra 12 months ago

I agree with A, but I’d prefer more info on new services first!

Owen 12 months ago

A is essential, but B seems unnecessary for upselling.

Allene 12 months ago

Wait, can they really upsell on a weekend? Sounds odd.

James 1 year ago

I think C is a good option too, but not sure about the pricing part.

Kenny 1 year ago

Definitely A and D! Those make the most sense.

Graciela 1 year ago

I feel like option B might not be the best choice since it involves the Dispatch Team, which doesn't seem directly related to upselling.

Joanne 1 year ago

I remember practicing a question similar to this, and I think sending an email with new service offerings could be a good way to keep the customer engaged. So maybe option D?

Pamella 1 year ago

I'm not sure about option C. Informing the customer about weekend service pricing seems relevant, but would they really be interested in that right now?

Nelida 1 year ago

I think option A makes sense because opening a renewal opportunity could help the sales team follow up on the expiring coverage.

Mira 1 year ago

I've got this! The best practice is to let the customer know you understand how they feel. That shows you're listening and validates their emotions, which is exactly what they need in that moment.

Josephine 1 year ago

I vaguely remember something about encryption schemes; I think they need to be the same across all servers for communication to work properly.

Daniela 1 year ago

I'm pretty sure the correct answers are A and D, but I'll double-check the sfdx commands just to be sure.

Dierdre 1 year ago

I'm not sure about this one. I'll have to review my notes on form extensions to figure out the right answer.

Joesph 1 year ago

I guess it could be C too, optimizing inventory sounds right. But I'm not entirely confident.

Salesforce Certified Heroku Architect (Plat-Arch-206) Exam - Topic 7 Question 7 Discussion