Explain the Capabilities, Use Cases, and How to Configure the Service Entitlements and Milestones in Salesforce. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 1)

Questions 1–5

1. 1foundation · easy

   When a case is associated with an entitlement, what happens regarding milestones?

   • AThe milestones from the entitlement's process are automatically applied to the case.
   • BThe case is automatically closed once all milestones are met.
   • CThe milestones are ignored unless manually added by the agent.
   • DThe entitlement is updated to reflect the milestones.
   Reveal Solution Discussion Select an answer first
2. 2foundation · easy

   What is the purpose of a service milestone in Salesforce?

   • ATo track time-based commitments, such as response or resolution targets, within a service entitlement.
   • BTo define the escalation path for unassigned cases.
   • CTo store the customer's service history and past interactions.
   • DTo calculate the cost of providing support to a customer.
   Reveal Solution Discussion Select an answer first
4. 3application · medium

   A software company offers three tiers of support: Basic (email only, 2 business day response), Premium (phone and email, 4 hour response), and Enterprise (24/7 phone, 1 hour response). They need to ensure that when a case is logged, the correct response time target is applied based on the customer's purchased tier. What should the administrator configure?

   • ACreate one entitlement with multiple milestones and use case assignment rules to pick the right milestone.
   • BCreate a separate entitlement for each support tier and associate the appropriate entitlement with each account.
   • CCreate a custom object to store support tiers and reference it in the case record.
   • DUse case escalation rules to set the response time for each tier.
   Reveal Solution Discussion Select an answer first
5. 4foundation · easy

   What is the first step in configuring a service milestone?

   • ACreate a support contract.
   • BSet up a case assignment rule.
   • CCreate a milestone definition with a target time.
   • DAssociate the milestone with an entitlement process.
   Reveal Solution Discussion Select an answer first
6. 5application · medium

   An administrator is setting up a service entitlement for a customer. The entitlement should apply to all cases from the customer's contacts. The administrator has created the entitlement and the entitlement process. What else must be configured to ensure the entitlement is automatically applied to cases?

   • ACreate a case assignment rule to assign the entitlement to cases.
   • BCreate a workflow rule to update the entitlement on cases.
   • CAssociate the entitlement with the customer's account and set the entitlement process to be the default for that account.
   • DSet the entitlement's status to 'Active' and enable 'Apply to all cases'.
   Reveal Solution Discussion Select an answer first