Explain the Capabilities, Use Cases, and How to Configure the Service Entitlements and Milestones in Salesforce. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 2)

Questions 6–10

1. 6foundation · easy

   To apply a service entitlement to a specific product owned by a customer, which record should be associated with the entitlement?

   • ACampaign
   • BLead
   • CAsset
   • DOpportunity
   Reveal Solution Discussion Select an answer first
2. 7application · medium

   A company wants to ensure that a customer with a premium support contract gets a response within 1 hour and a resolution within 24 hours. The administrator has created an entitlement and an entitlement process. What is the correct way to enforce these SLAs?

   • AUse case escalation rules to handle both response and resolution.
   • BAdd one milestone with a target of 1 hour and use a formula to calculate resolution time.
   • CAdd two milestones to the entitlement process: one for response (1 hour) and one for resolution (24 hours).
   • DCreate two entitlement processes, one for response and one for resolution.
   Reveal Solution Discussion Select an answer first
4. 8foundation · easy

   What should a service manager do to monitor the performance of service milestones?

   • AManually check each case for milestone status.
   • BCreate a workflow rule to send an email when a milestone is met.
   • CUse reports and dashboards to track milestone completion and breaches.
   • DDelete milestones that are not met.
   Reveal Solution Discussion Select an answer first
5. 9foundation · easy

   Which Salesforce feature is used to measure the time taken to respond to a case?

   • ACase assignment rule
   • BService milestone
   • CWorkflow rule
   • DApproval process
   Reveal Solution Discussion Select an answer first
6. 10application · medium

   A support manager wants to track how long it takes to resolve cases for a premium customer. The contract states that all cases must be resolved within 5 business days. The administrator has already created an entitlement for the customer. What should the administrator do to track resolution time?

   • ACreate a report on case age to monitor resolution time.
   • BAdd a milestone to the entitlement process with a target of 5 days and set the milestone to start when the case is created.
   • CEnable the entitlement's 'Track Resolution Time' checkbox.
   • DSet the case's priority to High to trigger a 5-day resolution.
   Reveal Solution Discussion Select an answer first