Salesforce Exam ARC-801 Topic 7 Question 20 Discussion

Actual exam question for Salesforce's ARC-801 exam

Question #: 20
Topic #: 7

Universal Containers (UC) wants to ensure its field technicians are interacting with customers in a professional manner. The sales department already uses a third-party survey tool.

Which action should a Solution Architect recommend for UC to enab4e service managers to track customer satisfaction based on the technician and the job?

AUse the existing survey tool by integrating the responses to the Service Appointmentand Service Resource record.

BBuild a Salesforce Survey to send out after each service appointment and integrate that data with the third-party survey tool.

CSelect an AppExchange app that sends a survey to each customer after a work order is completed.

DUse the existing survey tool by integrating the responses to Case number and User record.

Show Suggested Answer

Suggested Answer: A

Integrating the existing third-party survey tool with Salesforce, specifically linking survey responses to Service Appointment and Service Resource records, enables UC to track customer satisfaction effectively. This approach leverages the existing survey infrastructure, minimizes disruption, and provides a direct correlation between technician performance and customer feedback. It aligns with Salesforce's capabilities for integrating external data and utilizing it within the CRM to enhance service management and improve customer satisfaction insights.

by Dominque at Feb 14, 2024, 02:01 AM

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Elliot

5 months ago

I bet the sales team is tired of being the only ones using that survey tool. Time to spread the love!

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Lili

5 months ago

As long as the technicians don't forget to hand out the surveys, Option B could work well. Maybe we could attach a QR code to their uniforms or something.

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Evan

6 months ago

Option D looks good too, tying the survey responses to the Case and User records would give a lot of helpful context.

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Kami

4 months ago

B) Build a Salesforce Survey to send out after each service appointment and integrate that data with the third-party survey tool.

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Chaya

4 months ago

A) Use the existing survey tool by integrating the responses to the Service Appointment and Service Resource record.

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Fidelia

6 months ago

I like the idea of using an AppExchange app, it could save a lot of time and effort compared to building something custom.

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Yun

5 months ago

I agree, it's always helpful to leverage existing tools and apps whenever possible.

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Tess

5 months ago

Yeah, that could definitely save time and be more efficient than building something custom.

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Dusti

6 months ago

I think option C sounds like a good idea, using an AppExchange app to send surveys after work orders.

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Lelia

6 months ago

That's a good point, Felix. I see the benefit of having all the survey responses tied to the Case number and User record for better analysis.

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Felix

6 months ago

But wouldn't integrating with the existing survey tool like in option D provide a more unified view of customer satisfaction across different records?

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Adelina

6 months ago

I prefer option C, using an AppExchange app after completing a work order ensures timely feedback and tracking of customer satisfaction.

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Lelia

6 months ago

I disagree, I believe option A is more efficient as it integrates the survey responses directly to the Service Appointment and Service Resource record.

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Antonio

6 months ago

Option A seems like the easiest solution, just need to do some integration work to get the data flowing between the systems.

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Candra

5 months ago

Building a Salesforce Survey to send out after each service appointment could also provide more detailed feedback from customers.

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Stanton

5 months ago

Integrating the existing survey tool with the Service Appointment and Service Resource record does sound like a good idea.

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Kris

6 months ago

Option A seems like the easiest solution, just need to do some integration work to get the data flowing between the systems.

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Felix

6 months ago

I think option B is the best choice because it allows for direct feedback from the customers after each service appointment.

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Lawrence

7 months ago

I agree with Ty, using the existing survey tool for integration is a more efficient way to track customer satisfaction.

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Ty

7 months ago

But integrating responses to the existing survey tool based on the technician and the job would provide more detailed insights.

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Stanford

7 months ago

I suggest selecting an AppExchange app that sends a survey after a work order is completed for better customer satisfaction tracking.

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Rosio

7 months ago

I believe building a Salesforce Survey to send out after each service appointment would be more effective.

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Ty

7 months ago

I think we should use the existing survey tool and integrate responses to the Service Appointment and Service Resource record.

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