Salesforce Energy-and-Utilities-Cloud

Salesforce Energy-and-Utilities-Cloud Exam Syllabus Topics:

Reference: https://trailheadacademy.salesforce.com/certificate/exam-energy-and-utilities-cloud-ap---AP-207

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Salesforce Energy and Utilities Cloud Accredited Professional Sample Questions:

Question #1
A consultant is facilitating their first requirements gathering session with an energy company in the initial stages of an Energy and Utilities Cloud project and is trying to get clarify on business requirements. The decision will impact numerous contractor organizations that employ the technicians, so the solution should ensure work is distributed fairly and consistently.
Which two approaches can the consultant take to achieve a consensus while building trust?

A. Focus primarily on the contractor organization ' s concerns.
B. Propose compromises between stakeholders that could result in collective positive outcomes.
C. Ask probing questions to understand and document the needs of all stakeholders.
D. Demonstrate expertise right away to achieve the fastest stakeholder agreement

Question #2
A customer has enabled integration between the Energy and Utilities Contact Center Console and Salesforce Field Service (SF5). When a customer calls for a service appaintment, what two prerequisite steps must an agent complete before creating the appointment?
Choose 2 answers

A. Accurately confirm and verify customer details.
B. Confirm customer entitlements for field service appointments.
C. Check available field service time slots for the week.
D. See a list of all service and work types available in the system.

Question #3
During a discovery session, an energy company mentioned they have a high response rate for customer satisfaction surveys. However, the company has noticed consistently negative feedback about its electric utility-payment set-up, stating the customer would like to see payment confirmations from their respective financial institution with payments.
What ' s one area the consultant should consider for process improvement?

A. Payment reminders
B. Rate change notifications
C. Customer satisfaction surveys
D. Electronic funds transfers

Question #4
A call center agent uses the Energy and Utilities Contact Center Console to schedule a field technician appointment for a customer.
What license is needed to complete this customer requirement?

A. Salesforce Contact Center license
B. Salesforce Service Console license
C. Energy and Utilities Base Service license
D. Salesforce Field Service license

Question #5
Which two standard Energy and Utilities Cloud data model characteristics are used to differentiate B2B and B2C customers?

A. Accounts with RecordType Service are used to represent B28 customers
B. Accounts with RecordType Consumer are used to represent B2C customers
C. Person accounts are used to represent B2C customers.
D. Accounts with RecordType Business are used to represent B2B customers.

Solutions: