Customer Success9% of the exam
Booking and fulfilling orders
What happens between the signature and the delivery: record the win, create an order that matches the contract, confirm delivery details, and use a change order form when the customer changes an existing order.
Identify the actions needed to book and fulfill orders.
~6 min read · 5 practice questions ·
What the exam expects
- Recognize what an order record captures, and tell it apart from a forecast, a negotiation history or a wish list.
- Book a signed deal now: update the opportunity and record the order instead of relying on an email to operations.
- Confirm that the order matches the signed contract and the customer's delivery expectations before it is fulfilled.
- Pick the change order form when a customer changes an existing order, and recognize when US law expects a written contract.
Key terms:
- Order: an agreement to deliver products or provision services with a known quantity, price and date.
- Booking: recording the closed deal in Salesforce so it counts and can be fulfilled.
- Change order form: a form that lets the buyer change an existing order and adjusts its terms.
- UCC: the Uniform Commercial Code, which governs commercial transactions in the United States.
Key facts
What an order is
- Detail
- An agreement to provision services or deliver products with a known quantity, price and date
Order parent
- Detail
- Your admin decides whether orders are added to contracts or to accounts
Booking mantra
- Detail
- "If it's not in Agentforce Sales, it doesn't exist": untracked closed deals earn no credit
Changing an existing order
- Detail
- Change order form; it adjusts the existing terms and conditions
UCC threshold
- Detail
- A US sale worth more than $500 should have a sales contract to be enforceable
Written contract contents
- Detail
- Parties, what is sold, special terms, contract value, payment method
Exam focus
- Detail
- Customer Success (9%) tests "applying the necessary actions to complete deal commitments"
Sources for this section (4)
- What three details does an order record always carry?
- Why should a rep update a won deal in Salesforce the day it closes?
- When should a rep use a change order form?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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