Certified Heroku Architecture Designer

Here you have the best Salesforce Certified Heroku Architecture Designer practice exam questions

You have 45 total questions to study from
Each page has 5 questions, making a total of 9 pages
You can navigate through the pages using the buttons at the bottom
This questions were last updated on November 18, 2024

Question 1 of 45

Universal Containers has Role-based Technicians and Managers who handle Service Appointments. Many times, Technicians arrive on-site but are unable to gain access to the customer's equipment. In this scenario, only the Manager has permission to cancel the Service Appointment.

How should a Consultant recommend adhering to this business process?

Assign Permission Sets that allow Status Transitions.

Allow Status Transitions based on Role.

Limit Status Transitions based on Profile.

Configure Status Transitions based on Resource Type.

Correct Answer: B

To ensure that only Managers have permission to cancel the Service Appointment while Technicians who arrive on-site and cannot gain access are restricted, status transitions should be allowed based on role. This aligns the functionality directly with the business requirement that Managers alone can perform this action, ensuring the correct permissions are applied directly to the roles involved.

Question 2 of 45

Universal Containers is tracking customer issues in their call center. Sometimes this requires a Technician to be on-site at the customer's location.

What set of steps should a Consultant recommend to dispatch the Technician?

Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.

Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.

Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.

Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.

Correct Answer: D

The correct sequence starts with creating a case to track the customer's issue. Once the case is created, a work order is generated to detail the work that needs to be done. Following that, a service appointment is scheduled to specify when the technician should be on-site. Finally, the service appointment is dispatched to the technician. This sequence ensures a logical and efficient process for tracking and resolving customer issues that require on-site support.

Question 3 of 45

Universal Containers wants Field Technicians to capture customer authorization via a signature through Salesforce mobile app.

What should a Consultant recommend?

Create a Quick Action on the Service Appointment to launch a Visualforce signature page.

Create an Approval Process from the Service Appointment for the customer's Authorization.

Create a checkbox on the Service Appointment that will capture the customer's Authorization.

Create a custom text field to capture the customer's signature on Salesforce mobile app.

Correct Answer: A

To capture a customer's authorization via a signature through the Salesforce mobile app, it is appropriate to use a Visualforce page specifically designed for this purpose. Creating a Quick Action on the Service Appointment to launch a Visualforce signature page allows Field Technicians to easily access the signature functionality while on the go. This approach ensures the signature is captured in a format that is both secure and verifiable, which is important for customer authorizations.

Question 4 of 45

In the Dispatch Console, when viewing the Map, which three data elements can be presented to the Dispatcher? (Choose three.)

Google Traffic Data

Service Appointment Dependencies

Resource's Home Base

Service Appointments

Resource's Travel Speed

Correct Answer: A, C, D

In the Dispatch Console Map view, three data elements that can be presented to the Dispatcher include Google Traffic Data, Resource's Home Base, and Service Appointments. Google Traffic Data provides real-time traffic information that assists in route planning. The Resource's Home Base helps in understanding where resources are starting their shifts or where they are based. Service Appointments show the specific appointments that need to be serviced. These elements aid in effectively managing and dispatching resources for service tasks.

Question 5 of 45

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.)

Open a Case and send email with new Service offerings.

Open a Case and inform Customer of weekend service pricing.

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

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

Correct Answer: A, C

When a CSR determines that a customer's coverage is about to expire, the first upsell activity should be to send an email with new service offerings to inform the customer about available options (A). This action keeps the customer informed and engaged. Additionally, opening a renewal opportunity for the sales team (C) directly addresses the pending expiry by enabling the sales team to follow up and potentially secure a renewal. This approach ensures that the customer's needs are met and the business opportunity is addressed proactively.