Explain the Capabilities, Use Cases, and How to Configure the Service Entitlements and Milestones in Salesforce. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 3)

Questions 11–15

1. 11expert · hard

   A company provides a 1-year warranty on its products and a separate paid support contract that includes priority response. They want to ensure that when a customer logs a case, the correct support terms are applied based on whether the case is a warranty claim or a paid support issue. The administrator has created two entitlements: one for warranty and one for paid support. What should the administrator do to ensure the correct entitlement is applied to each case?

   • AAssociate each entitlement with the appropriate account or asset and set the entitlement process to be the default for that account or asset.
   • BCreate two entitlement processes and assign them based on the case origin.
   • CCreate a case assignment rule that assigns the correct entitlement based on the case subject.
   • DUse a workflow rule to update the entitlement field on the case based on the case record type.
   Reveal Solution Discussion Select an answer first
2. 12application · medium

   A company sells hardware with a 1-year warranty and offers a separate paid support contract for enterprise customers. They want to track support terms for each customer based on the product they purchased and the support plan they bought. Which two Salesforce features should the administrator use together to define and enforce these support terms?

   • AService contracts and milestones
   • BMilestones and entitlement processes
   • CService contracts and entitlements
   • DEntitlements and case escalation rules
   Reveal Solution Discussion Select an answer first
4. 13application · medium

   An administrator is configuring a milestone for a customer with a support contract that specifies a 2-hour response time during business hours (9 AM - 5 PM, Monday to Friday). The administrator has created the milestone and set the target time to 2 hours. What else must be configured to ensure the milestone only counts business hours?

   • ASet the case's time zone to the customer's time zone.
   • BCreate a custom formula to exclude non-business hours.
   • CSet the milestone's start and stop conditions to only trigger during business hours.
   • DSet the entitlement's business hours to the defined schedule.
   Reveal Solution Discussion Select an answer first
5. 14foundation · easy

   When configuring a service entitlement, which of the following must be defined to specify the rules for applying the entitlement to cases?

   • ACase assignment rule
   • BEmail template
   • CQuick action
   • DEntitlement process
   Reveal Solution Discussion Select an answer first
6. 15foundation · easy

   To apply a service milestone to cases, the milestone must be associated with which of the following?

   • AEntitlement process
   • BEmail template
   • CSupport queue
   • DCase record type
   Reveal Solution Discussion Select an answer first